Comcast continues to send service announcements to wrong email address, six months after first complaint

To: mitch_bowling@cable.comcast.com
Cc: amy_banse@comcast.com, andrew_baer@cable.comcast.com, bradley_dusto@cable.comcast.com, brian_roberts@comcast.com, catherine_avgiris@cable.comcast.com, charlie_thurston@cable.comcast.com, david_cohen@comcast.com, david_juliano@cable.comcast.com, david_scott@cable.comcast.com, derek_harrar@cable.comcast.com, diane_robina@comcast.com, douglas_gaston@comcast.com, greg_butz@cable.comcast.com, jamie_davis@cable.comcast.com, jamie_davis@comcast.com, jeff_shell@comcast.com, john_ridall@cable.comcast.com, john_schanz@cable.comcast.com, joseph_donnelly@comcast.com, kevin_casey@cable.comcast.com, michael_angelakis@comcast.com, peter_kiriacoulacos@cable.comcast.com, ralph_roberts@cable.comcast.com, ralph_roberts@comcast.com, rick_germano@cable.comcast.com, sandy_wax@comcast.com, tony_werner@cable.comcast.com, william_stemper@cable.comcast.com
Subject: Comcast sends service announcements to wrong email address for six months, ignores customer’s efforts to fix

Mitch Bowling
General Manager and Senior Vice President, Online Services
Comcast

Dear Mr. Bowling,

For over six months, Comcast has been sending important service announcements to the wrong email address associated with my account.

Briefly, you have been sending service announcements to my wife’s address, which is a secondary address on our account, and not sending them to my address, the primary address on the account.

I’ve contacted Comcast repeatedly to try and get this fixed, and yet it keeps happening, most recently in an email message you sent today with the subject, “Free Tips & Tools to surf safer this Summer.”

Here’s the time-line of my efforts to resolve this and your failure to provide acceptable service:

• January 1:
  • I contacted your customer support department through your Web site and went three rounds with them in email, each of which was less helpful than the one before.
  • After your customer support department failed, I sent an email message (attached) to your New England Executive Customer Care department.
  • My message was ignored.
• April 13: I sent you a letter, a copy of which I posted on my blog, which gets thousands of hits per day.
• April 14:
  • I received an email message from [elided] in your Executive Customer Care department.
  • I sent a response to Ms. [elided]’s message, explaining in detail why her answer to me was useless and had done nothing to solve my problem, and posted it on my blog.
  • My response was ignored.
• July 2: I am sending this “executive email carpet bomb” (to borrow The Consumerist’s term) in an attempt to get someone at Comcast to actually solve this problem, and of course I will be posting it on my blog as well as submitting it to The Consumerist.

So, are you going to continue to ignore me, or are you actually going to fix the damn problem?

Sincerely,

Jonathan Kamens