April 13, 2009
General Manager and Senior Vice President, Online Services
One Comcast Center
1701 JFK Boulevard
Philadelphia, PA 19103-2838
Dear Mr. Bowling,
Today, my wife received at her Comcast email address, email@example.com, your email message with the Subject line “Apology for Service Disruption”.
My wife’s email address is a secondary address on our Comcast account. I did not receive your email message on my Comcast email address, firstname.lastname@example.org, which is the primary address on the account.
This is at least the second time this happened. The last time I noticed it, I attempted, unsuccessfully, to get your customer relations department to investigate and fix the problem. Then I attempted to get your New England Executive Customer Care department to both investigate and fix the email problem and address the failure of your customer relations department to do so. A copy of the email message I sent to that department, to which I received no response, is attached.
I have some questions for you:
- Do you consider the level of service I received when attempting to get this problem fixed acceptable?
- Do you consider it acceptable that the New England Executive Customer Care department never even responded to me?
- Can you find out why my wife is receiving announcements from Comcast and I’m not, when the reverse should be true, and get the problem fixed?
- Are you going to respond substantively to this letter, or are you, too, going to ignore me and leave this problem, which no doubt affects not only me, but other customers as well, unfixed?
I look forward to your prompt response