I received voicemail and email messages from a Comcast employee less than 3½ hours after I sent my “executive email carpet bomb” (EECB), asking for more information about the issue. I replied with details.
A few hours later, less than eight hours after the EECB, I received a voicemail message from a Comcast employee indicating that the issue had been caused by a “database discrepancy” which was now fixed.
Here’s the email message I sent in response to that voicemail message. I don’t actually expect a substantive response, but I figure it was worth a shot:
To: “Bowling, Mitch” <Mitch_Bowling@cable.comcast.com>
Subject: Re: Comcast sends service announcements to wrong email address for six months, ignores customer’s efforts to fix
Mr. Bowling,
I received a voicemail message from Paul Fratz at your National Service Desk about 25 minutes ago indicating that my issue had been resolved. I hope that he is correct, although of course I have no way of knowing for certain until the next service announcement is sent out by Comcast and I receive it. On the other hand, let me ask you this: if the issue was resolved incorrectly, such that now neither my wife nor I are properly subscribed to receive service announcements, how will I know?
In any case, there are much bigger issues than just ensuring that I personally am properly subscribed to receive service announcements. In particular:
- I’m sure you will agree that it is highly unlikely that I am the one and only Comcast customer with this issue, although I may be the only one who actually noticed it. Has your team taken steps to determine what other customers are impacted by a similar database discrepancy and corrected the issue for them as well?
- Will your team be searching for the root cause of the database discrepancy and fixing it so that similar discrepancies are not introduced into your databases in the future?
- Why did it take six months and an email bomb to all of Comcast’s senior executives for me to get this issue resolved? In particular:
- It is not acceptable that your email customer service representatives were incapable of resolving this issue or escalating it to people who could resolve it.
- It is not acceptable that your New England Executive Customer Care department ignored me when I solicited their help at getting this issue resolved.
- It is not acceptable that Nancy Tardif in your national Executive Customer Care department ignored me when I responded to her email.
Will the service failures I experienced be investigated and addressed so that I and others receive better service from Comcast in the future?
Thank you for your time.
Sincerely,
Jonathan Kamens
