Tuesday, November 13, 2007

A Response to Comcast's Rick Germano

Dear Rick:

Lost in the deluge of comments to this site, well over a thousand in a few weeks, was your note of Oct. 24 (listed in the Top 10 Comments immediately below.).

Of course you should feel free to monitor this site and weigh in as you see fit; that's more or less the point of Comcastmustdie.com -- that and putting so much pressure on you and your employer that you cease making tiny, incremental "improvements" in your customer service but instead a wholesale change in business philosophy. For starters, it is a disgrace that this third-party site is performing an outreach function that Comcast should, at a bare minimum, long since established itself.

But, as I say, the time for the minimum is over. Yes, you are battling an e-insurrection. And, yes, it will cost your company dearly -- with customers (see Verizon FIOS), with chartering municipalities, with federal regulators, with Congress and with investors.

That said, better late than never. So if you'd like to offer a modest gesture of understanding, you are hereby invited to be my on-air guest during an upcoming one-hour podcast titled, coincidentally enough, "Comcast Must Die: The Podcast." This is most likely to take place December 11, details to follow.

Hoping to see you then. Meantime, thanks for your comment.

Regards,
Bob

127 comments:

Rick Germano said...

Bob - thanks for the offer to join your podcast. I'll actually be in South Florida on December 11th to meet all day with customers and employees. The goal is to listen to their thoughts on how we can do a better job in customer service. You were exactly right when you said that this is not about short-term "incremental improvements." It's about changing the way we do business to improve our customer's experience. That's why I'm on the road to hear directly from our customers and why we've also engaged J.D. Power to help us get this right. Within a few weeks I will have met with customers in Baltimore, Miami, Atlanta and just last night in Philadelphia.

Again, it would be great to meet up with you. In fact, I am hoping you will agree to come to one of our call centers, meet with me and our team to talk specifically about improvements. Look forward to hearing from you and we can set up a date.

In the meantime, I'd like to continue to encourage customers reading this, to log onto Comcast.com to share comments and ideas with me on our Customer Service so that we can continue this conversation. We are getting terrific feedback.
Thanks,
Rick

Rick Germano said...

Bob: By the way, as I mentioned in my post yesterday, over the next few weeks, I’ll be on the road meeting with customers and employees across the country to hear how they think we can improve customer service. We had our first meeting in Philadelphia on Wednesday evening with customers and Thursday afternoon with employees and heard lots of straight talk about how we can do a better job for them.

The message from our customers was very clear – they like our products, but are frustrated when they have to repeatedly contact us. They said while the technicians or reps in our call centers are generally friendly, that’s not enough. Customers want us to show up when we say we’re going to and they want us to get the job done right the first time. I couldn’t agree more. And our employees also said that they’re frustrated when they're unable to please customers the first time around and shared specific thoughts on what we can do to help them better serve our customers.

To sum it up, we heard that sometimes we get it right, and sometimes we don’t. We know we need to get it right consistently, and that’s what we’re working toward. As I meet with customers and employees in other cities, I’ll update you on what I hear and on the steps we’re taking to improve.

Rick

rfmich said...

I suppose that one way in which Comcast has been trying to get it right is the write a letter to Rick links that were added to the Comcast page.

I received the following automated message:
Thank you for your message. I appreciate you taking time to share your
thoughts with me. To respond as quickly as possible, I have asked
members of my leadership team to join me in addressing all "Ask Rick"
messages. Please expect to hear from us within just a few hours. This
is an auto reply message letting you know that we've received your e
mail, so please do not reply to this message.

Regards,

Rick Germano,
Senior Vice President of Customer Operations


This was 11/13/2007. I have not in fact received any further response. I followed up on 11/15/2007 received an identical message and again no follow up "within hours"

Rick if you are still monitoring this blog understand that your "leadership team" is evidently letting you down and giving your company another service black eye.

If you want to contact me directly,
the second message I sent was much more detailed and has the sequence number KMM27948616V56518L0KM

I would be happy to share my last year's worth of billing, and customer service issues with you in a constructive way. These issues started with your installation of a new billing system early this year and have continued to this date. They run the gamut of overcharges at the level of several $100's. Of fixes that got unfixed of unresponsive contacts.

The crowning 'achievement' of your billing dept. was to give me a physical address to which I could address a letter of complaint, and then for that letter to be returned to me as undeliverable. I sent a copy of the letter to comcast customer service on 10/16 and received a reply that attempted to address the billing problem rather than providing me with a correct surface mail address to which I could address the complaint.
Sequence number KMM27554246V51951L0KM was assigned that case. In the end I was given an apology without any attempt to actually enter into a dialog that might uncover my actual issues with comcast service.

At this point I'm not interested in talking with anybody below the executive level as I feel that those I have talked with at that level are mostly interested in placation and not in improvement. I would be happy to discuss with you what I feel would be useful improvements in your service level goals.


Ron.

rfmich said...

To be fair, an update on my issue.
I got home the evening after writing my comment and had the following email waiting for me:

Mr. Fox,

I have reviewed your situation, and on behalf of Comcast I would like to apologize for the handling of your issue. It should not have taken this long for it to be handled properly. I have reached out to our staff in Detroit, and I have asked that they take care of your situation. We appreciate you providing us the feedback and the opportunity to make it right. If I can be of assistance, please feel free to contact me.



Thank you for being a Comcast subscriber!


Ron


Sincerely,



Frank Eliason

Anonymous said...

I sent the following email for Mr. Germano:

Mr Germano,
I just read your posting on Comcastmustdie.com and I am wondering when you will be in the Baltimore, MD. area. I would love to meet with you and share my experiences in dealing with your company.

I look forward to your response.

Sincerely
Andrew Gaither


I will post if a get a reply

Anonymous said...

Andrew,

I'm looking at the "Road Trip" site right now, and you would think that there might be a schedule listed or some indication of when/where these meetings will be held.

In true Comcast fashion, there is no such information, and I suspect the whole thing is more eyewash. Baltimore's only 120 miles down I-95 from Philadelphia -- but in Comcast time, that means it'll probably be mid-2008 before you see one of those meetings, if ever.

Rick Germano said...

Andrew -- we would be happy to have you join our customer meeting. We'll contact you directly with the details.
Thanks,
Rick

Anonymous said...

Hi Folks,
I promised an update when I was contacted by Rick or his team. As you can see by the previous post Rick is reading the site and I have been contacted by his team and by my local office yesterday 11/19/07.

Rick, I am looking forward to meeting with you and the rest of the team.

Bob, I can't thank you enough for putting this blog togther!!!

Sincerely
Andrew

Paula said...

Wait! You're going to be in South Florida? You're meeting all day with customers and employees?

Paula said...

Oops....sorry, pushed the publish button too soon.

You're going to be in S Florida on December 11? Perhaps we should talk.
- It took over 8 months to get my service up and running correctly. It was re-wired 4 times. I will not go into that saga today.
- Most recently we've had 3 visits because HD channels were not working on one of our tv's. The conclusion by your techs (this batch was very good, by the way) was that I need an amplifier, because I have too many boxes and internet service. I did ask why the company kept selling me more boxes if this was true.
- On the last visit one of your "contractors" came out to install the amplifier. No one bothered to tell me that you need an electrical outlet to run the amplifier. My goodness, what a surprise that I don't have an outlet outside next to where the thing enters the building. I actually just told this guy to leave. He was carrying a heat sealed package for a product I could buy on the internet cheaper. He kept calling his friend asking how to install it. I sent him away.
- One thing you could REALLY do to improve your customer service is offer something a bit tighter than an 11 hour arrival window. HOW THE HECK IS IT POSSIBLE YOU CAN"T GET CLOSER THAN 11 HOURS. ARE YOU KIDDING?

Glad you are reading this Mr. Germano. Quite frankly, I used Comcast when I lived in Boston and service was ok. In South Florida, it is HELACIOUS. How can you fix it? Get better techs, improve your systems, find some signes of intelligent life.

Really, if I lived closer to a CO I would have dumped it all for satellite and DSL by now. There are NO words for how bad your service is.

I'm sorry I don't have my customer number handy, but feel free to look it up.

Best of luck,
Paula Rosenblum, Miami
(oh, I'd give you my phone number, but that never really seems to matter when I call for service either, unless I do it 5 different times).

Paula said...

Good news, Rick. I found my account number. 8495 60 004 0095699. Account is in the name of Kim Greene.

Contact me ANYTIME!

To date, I still have problems with HD service, have discovered a minor crack in the line outside(which I covered with electrical tape) and am planning to buy separate amplifiers for each of the two major segments of the line. Frankly, paying for 2 of them myself is cheaper than waiting 11 hours for someone who doesn't know what he's doing either to use my house as his petri dish.

Anonymous said...

I am in the Stuart, Florida area. Channel 17 is listed as a station and its "programs" are on your program line-up and in the local paper. NOTHING has appeared for several weeks on this channel except a blue screen and the message "WHDT-UHF-59 is not transmitting at this time". Phone calls to Comcast provide no useful answers. Please stop listing programs on a non-existent station.

Paula said...

One must pass along the good with the bad. Within 2 hours of my posts this morning, I received a call from someone from Rick's office. I went through my litany with her - she agreed 11 hour windows were unacceptable and that the regional Comcast rep would be getting in touch with me to try and rectify my problems. That happened within another hour.

So I think the company is actually trying. Bob Garfield, we all owe you a debt.

And thanks Rick, for a responsive Virisha!

STEVE PREGOSIN said...

Open Letter To: Brian Roberts, Mitch Bowling, and Rick Geramo
Here is an example of the CRAP that has been going on within your company as customers try to get problems fixed. Comcast might want to work on fixing their EMAIL FAILURES.
To find more information about why this issue is occurring, I encourage you to perform a Google search for “comcast e-mail forwarding problem”. I found several articles from different companies explaining, in detail, why this issue is occurring.
To cut spam received by users, Comcast block entire mail servers. By doing so, these companies are preventing legitimate e-mails from getting delivered. While these blocks do prevent spam from getting through, they also prevent legitimate business-related e-mails (orders, reservation requests, questions from potential customers, etc) from being delivered as well.
The problem with Comcast doing this is that they do not seem to be telling all of their support people, and do not be notifying their customers. This has been going on around the country for MONTHS. Instead, it takes the end user hours of frustrating time on the phone spent with lower- level tech-support who has no idea that this change has even taken place.
I am using steve@giftsite4.com , chana@giftsite4.com and colpre@giftsite4.com as forwarding email addresses to spregosin@comcast.net. The “giftsite4” emails are part of a domain hosted by Yahoo. Emails to the “giftsite4” addresses are forwarded without problem to both Hotmail and Yahoo Mail. They are not forwarded to the Comcast address. I do NOT receive any orders for the products sold on the giftsite4 website. Additionally I do not receive 18 financial, health oriented or interest oriented newsletters to which I subscribe. This is an outrage!!!! This problem is ongoing since the beginning of October 2007.
I have spent 12-15 hours cumulatively attempting to rectify this problem. Your 2.0 techs either had no knowledge regarding the neither the problem nor the tools to fix it. They would either blame the domain host, my computer or accuse me of spamming. After wasting time calling our web host, and going through various troubleshooting techniques, they tell you to call Comcast. Finally I was elevated to your 2.5 techs who primarily repeated the “blame process”. I called Richard Spence, from Comcast’s Office of the President in West Palm Beach, Fl. I had gotten his number after dealing with corporate on the absolutely terrible job their installers did on the initial install. Mr. Spence has been helpful in the past dealing with other issues. After placing several messages with Mr. Spence, I did receive a return call. He was empathetic and informed us he would look into the problem and get back to us. Not too long after I received a call from Ryan at Comcast’s National Support Desk. I reiterated the problem and arranged a conference call with Yahoo’s tech support. It turns out Comcast is blocking my incoming mail port 25. After several additional calls and adjustment on your end the problem “appears” to be remedied. The remedy is extremely short-lived. We attempted to recontact Ryan, but he was unavailiable because of an emergency leave. We now received emails from Jim, who took over from Ryan. As per his instructions we changed the email portal settings in Outlook Express to port 587. This temporarily corrected the problem for at least ONE day. That was 11-12-07. THE PROBLEM IS STILL UNRESOLVED!!!! I have placed several (5) to Mr. Spence, without so much as a response.
You should google comcast and see the complaints customers have that they go online with rather than try to complain because for starters, there are no complaint forms or EMAIL ADDRESSES to complain to. Your main corporate telephone number can ring, unanswered for over an hour
One can only guess how many individual users are still frustrated at this very moment because they are being forced to do their business e-mail from home using their @comcast.net accounts, after uninformed Comcast agents are unable to help them?
Great customer service. If there was any competing product in my market I would switch in a heartbeat.
Thanks Comcast, for valuing our time so very little, in your quest to make mega millions.
PS According to the website comcastmustdie.com it is my understanding that Mr. Rick Geramo will be hearing complaints in the South Fla area on Dec 12. I reside in the Boynton Beach area and would love to speak with Mr. Geramo face to face to fully explain the lack of service and customer care on the part of Comcast.


Sincerely,
Steve Pregosin (561-734-3844)

Anonymous said...

I think it is interesting that Mr. Germano keeps talking about improving customer service. This is not about customer service - it is about customer experience. I have actually found the Comcast telephone reps to be fairly helpful. BUT, THEY CAN'T DO ANYTHING TO FIX MY PROBLEM.

I have HD in Chicago. Comcast has been out probably four or five times in the last two months because - pretty much like clockwork - my digital TV goes out of service every two weeks or so. Interesting enough, I am a Comcast Triple Play customer, but the outage does not impact my telephone or internet.

The last tech that came out indicated that he had made a number of service stops the same day for the same problem - interrupted HD cable TV service. It does not appear to be a problem for regular cable.

Mr Germano should know that at this point I am done calling Comcast customer service. I have no more patience to take off from work, or to give up a half day of my personal free time to wait for a tech visit. Not to mention that you not only have to be home for the visit, if you miss Comcast's advance call, they'll cancel your visit.

I have arranged to go back to AT&T. I'll give them my telephone, Internet and dish business.

Net Net: Three or four months of technical incompetence will cause Comcast to lose a $150+ per month customer. No wonder their stock price is dropping. The market is saying "IT'S BOMBASTIC."

Paula said...

Here's my update for today. Comcast has been very responsive since I posted here. I had to cancel my service call yesterday for a doctor's appointment, and the tech did show up today. That's the good news (or part of the good news).

The next piece of good news, the tech was able to install an amplifier on the line. I allowed him to run a cable to an outlet in my garage, so he used the power from there. Now comes the bad, or let's just say strange news.

Right as the tech was leaving I said, "so if power goes off to this amplifier, my signal will return to its previous levels, right? It just becomes a passive device?" Answer: "No, if power goes off to the amplifier you lose all your cable TV in the house." Me: "You've got to be kidding. It doesn't just go passive?" Him: "No".

Now, I wasn't all that distressed when the amplifier that has to be installed outside had no way to attach to the wall...it's a little weird, but what the heck. But, as I pointed out to the tech...if it doesn't go passive, at least it should have a little 9 volt battery backup in it or something. I mean, this is South Florida. We get surges all the time. Electronics get fried with regularity. No surge protector, just plugged into a wall socket, and if it goes, so goes the cable. So now I have a wall outlet in the garage I can never use again.

So let me ask you this, as I did him. With all the customers Comcast has, and all the revenue the company is bringing in, how can they not put a tiny bit of R&D dollars into a device that either goes passive, has a battery backup, or can be hard wired into your electrical system.

The tech agreed. He'd never really thought about it before.

I've thought about it before because I used to run "mission critical equipment when I was a CIO. You telling me NO ONE at Comcast has thought about this?

So, the company gets an A for customer service effort and a complete F when it comes to equipment and understanding the basics of electronics. I am really rather speechless.

At least I had to tech show me how I could undo the amplifier, so that I can return to the old ways when it blows (and mark my words - it WILL blow...this is the lightning capital of the world).

Rick, I don't envy you your job. You can't just throw people at it. You actually need a responsive company behind you.

John H said...

Rick,

Where were you when I was working at Comcast back in July? I was part of the mangement team and was employed by Comcast for 6 years.

When I actually left the company I had a laundry list of things that needed to be changed and expressed my concerns during my exit interview with HR.

Most of these issues that I had and my employees had are directly related to these problems that the customers are posting about on this website.

If the front-line sales reps are happy it will carry over and show in the customer service. I have numerous ways to help the company, but being that I wasn't an area director, a VP, or upper mangement, I felt as if my opinion didn't matter.

I would love to help you in your role and give you information that would strongly help the company. I am still a stock holder, I still try and help Comcast customers (even though I'm not being paid anymore), and I still care.

As a matter of fact, I tried to come back and was essentially rehired, however, Comcast doesn't see the need in hiring an excellent employee and giving them their seniority back and bridging their work-time with the company. I lost all my benefits of being a vested employee.

If you could email me I would love to help you. Until then, during the day, I am working for Qwest and don't feel like losing my job while trying to help the cause of my old employer.

Regards,

John H
Email: Oto60In4Seconds@gmail.com

Anonymous said...

Another Update from Andrew in MD

Hi Folks,
I had the opportunity to attend the customer service sit down in the Baltimore/Washington area and meet with Rick Germano. Here are my impressions of the meeting.
The groups consisted of about 10-15 Comcast subscribers and for every one of us there was one Comcast representative from either Corporate headquarters or from the local CSCs. Everyone was given an opportunity to tell their stories in fact you might say the discussion was entirely one-sided, the customer’s side. There was no one hiding behind a one way mirror taking notes, there was no trying pitch additional services or products, the focus was on service and the lack there of. The meeting lasted for two hours and there was an opportunity to talk with folks after the forum ended. (the meeting ran from 6:30 PM - 8:30 PM and I didn’t leave the room until 9:00 PM). We were heard!

Some of the items discussed are ones we are all familiar with:

Long hold times
Poor Service
No notes on File
Techs missing appointments
A La Carte Channel Options
Problems not resolved the first time
Etc

Do I think change will happen as the result of this meeting? I can honestly say I don’t know. I saw a lot of head shaking and genuine concern but Comcast is a very large company and a turn around on this magnitude will not occur overnight. Fortunately they have added incentive as other well financed players are moving into the television/broadband market, addition to the complaints. The people I met with know they will be/are facing competition for everyone of their existing customers and things must change

Lastly here are my impressions of Rick Germano,
He is sincere and genuine and I believe he wants to get these problems fixed. On more than one occasion I saw a brief look of stunned disbelief come across his face as we told our various horror stories and at times I think I saw a bit of frustration with some of the answers given to us by the various service reps and the hoops we jump through just to talk to a person. He wants to make things right.

He gets it, folks! He understands that we are not asking for the world we just want our service to work the way it was promised and we shouldn’t have to spend countless hours on the phone or waiting for a tech to show to up. This isn’t rocket science. He understands that every time someone contacts a Comcast customer service agent or a Comcast tech make a house call Comcast is losing money. There is no greater incentive for any company than the almighty dollar and this simple statement is so true. Happy customers make companies money and they will do it gleefully!!, (my words not his) His greatest challenge will be trying to convince others at Comcast that changes must be made, I wish him luck.

Frankly I don’t want to switch service, I don’t want to have deal with another installation, canceling existing service, making sure my service is correct,…etc. I just want to come home from work, hit the remote and escape into the idiot box for 45 minutes before I have to wake up and do it all over again the next day. That’s all I want.

Rick said...

Bob: I wanted to give you and your readers an update. This week, I went to Silver Spring, MD to meet with customers and employees and to hear directly from them what’s working well and where we can do better.

Customers told us that they’d love for us to implement ways to better pinpoint technician arrivals, they want our bills to be simple to understand, and that communication is the key to a good customer experience. And while we’ve always prided ourselves on being a local company that adjusts and reflects local needs, customers want us to be more consistent, whether you’re a Comcast customer in Baltimore or Miami or Seattle.

As for the Silver Spring employees, far from wanting to talk about themselves, first and foremost they wanted to hear what our customers had to say the night before. That really impressed me. They feel strongly that we can do better and put forward a number of good ideas for additional training and new equipment that will help them to improve the consistency of our service.

Lastly, I was struck again by the passion that our customers and employees feel about their experiences with Comcast - both good and bad. My goal is to build on the good and work tirelessly to reduce the bad. The Silver Spring employees reminded me that this company has some of the most dedicated professionals in it, and they want to do a good job. I want to make sure our customers – and those of you reading this – understand that as well.

I truly appreciated that people took time out of their evenings (and battled D.C.-area traffic!) to talk with us about ways to improve our customer service. This dialogue is an important step down the road to a better Comcast and will lead us to meaningful improvements.

Next stop: South Florida. I’ll be back shortly afterwards to share my thoughts.

Best,

Rick
Rick Germano

rfmich said...

Rick you need to get out to the Detroit group. I hope you have scheduled similar customer focus groups, perhaps even in the Lansing area. There are some real organizational sicknesses here in MI. Please have Frank Eliason share the email conversations we have been having with you if he has not already.
I welcome the opportunity to work constructively with Comcast to resolve these issues, but the fact is that the local Comcast guys seem to like to blow off communication with us customers, and as you know that's not conducive to a good customer experience.
I have sent Frank an update today on where we stand.
Ron Fox

Paula said...

I wish I never had to post here again, but here we go again....

Comcast put in that pathetic looking amplifier a week ago. Now, even TV's that worked perfectly before are no longer working in HD. When I called Comcastic customer service, they couldn't give me an appointment on the day I needed.

I think the time has come to get a dish, and just keep the internet connection (that seems to work well).

It's not like they're not good people. It's just a troubled organization with really bad technology.

Rick, if you are still reading these, I think you should admit it. Your technology is a failure. You're building an HD house on a really bad foundation.

Give it up. I'm going to.

rfmich said...

A follow up on my status. I had a nice chat with the regional head of billing for Comcast about my issues. I will evidently be a case study for that area to understand both what happened and how they can implement process improvements and better adhere to the process they have.
There was general agreement that the handling of my issues was inexcusable, and that they have some work to do. We left it that she would follow up at some point to describe;
1. Where the ball was dropped.
2. What steps have been taken to close the holes my cases seemed to fall into for future customers.

Anonymous said...

Rick,
I hope you are still reading this blog. I recently sent an email to you via the Comcast website "send Rick an email". I received a call back the next day. The person I spoke with, Nancy, was great.

I think what you are trying to do is great but only if your customers are aware of what you are trying to do. I think a more prominent spot on comcast.com for "Customer Care Improvements" would be helpful. Also, I think it would be very helpful for everyone if you listed on the Comcast website where you will be visiting and how Comcast customers can sign up to meet with you.

Rick Germano said...

Bob - This week, I spent a couple of hours talking with a group of customers from South Florida. My goal is to learn something new in each place I visit, and on Tuesday night I learned several things.

The customers I met have a good understanding of how our products work and use them frequently, but they’re frustrated when our employees don’t have the information to help them. These customers also have some great ideas about our business and how we can improve service in South Florida – like working more closely with local condo boards to understand how we can better serve these communities.

Finally, we need to work on our consistency. Residential and commercial customers alike pointed out examples of inconsistency with our procedures both within South Florida and in comparison to their experiences with us in other parts of the country. That’s unacceptable and will be addressed.

Our customers want real change. Not only do they want us to say we’re doing better, they want to feel it in their everyday interactions with Comcast. I want you to know that I hear you and this remains my number one priority as we head into 2008.

Happy Holidays to all and I look forward to continuing this conversation in the New Year.

Best,
Rick

Rick Germano, Senior Vice President of Customer Operations

Anonymous said...

Hi Rick,

I recently filed a BBB complaint against Comcast as follows:

On 12.03.2007 I was contacted by 'Mary' at Comcast who indicated that I had an outstanding amount due on my 'old' service as well as an outstanding amount due ($60) on my 'new' service. On 12.07.2007 I received a check from Comcast with a check date of 11.28.07 in the amount of $39.15. When I called to try to figure out what was going on, I was told that a check in that amount was sent on 11.08.2007 (not 11.28) and included all payments through 11.06. When I tried to verify that we were talking about the same check by asking to validate the check number, I was told that no one at Comcast has access to the check numbers and therefore no one could verify that we were talking about the same check. I went through this information exchange with the staff member I initially contacted, and her supervisor Pete. Pete gave his employee ID as PT716 and when I asked to speak with his supervisor since he was unable to help me, he said he would transfer me. My call was then disconnected. I then called back and went through this same information exchange with another staff member who transferred me to her supervisor, Yolanda. Yolanda gave her employee ID as 412474.

Both Yolanda and her subordinate indicated that they did not have access to my 'old' account though I had been transferred to their team specifically because I was calling about my 'old' account.

When Yolanda was unable to assist me in determining which payments were included in the check I have received, unable to verify the check date and unable to verify the check number, and after she assured me that no one at Comcast has the ability to verify this information, I asked to speak with her Supervisor. She indicated that she could not transfer me but supervisor could call me back withing 24 hours. Although this was different information than I had received from Pete, I had been trying to resolve this for about an hour at this point, so accepted this option. As a final frustration, at the very end of our conversation, Yolanda slipped in that it may be as much as 72 hours before I receive a call back.

Bonus - it is now a week later and I have not received the expected call back.

Desired Resolution:
I would like to see Comcast implement procedures which:

(a) Ensure that the same processes regarding issue escalation are followed between call centers. I don't know if Pete intentionally disconnected me after saying he would transfer me to his supervisor rather than doing so, but Yolanda indicated that each call center has their own way of doing things and the processes may not be the same depending on which call center I reach.

(b) Ensure that the customer service team has access to the same level of information that the customer does - in this case, the check date and check number. If they can not even verify the information I have in front of me, they do not have an appropriate level of access.

(c) Ensure that an appropriate level of supervisory staff is available to the customer. If there are so many issues escalated to the 'call back' level that it may take as much as 3 days to get a call back - a call which I can not make an appointment for, cannot guarantee that I will be available for and may not even lead to a resolution if the call results in a successful contact - it is obvious that there is something wrong with both the level of service and with the policy creating this barrier to issue resolution.

Anonymous said...

I am sick of being ignored and I an sick of dealing with the derelicts at Comcrap!

How are you guys contacting Rick German? What is his email? Rick.German@comast.com? And what is his direct office telephone number to his desk, not to those ignorant csr's?

And can someone please post the specific contact details for Brian L. Roberts?

Here's an email I found on the corporate Comcrap site: audit_committee_chairman@comcast.com

justus said...

The Main reason i happen to not like comcast is that they publicly and pro-actively sabotage torrent users.

There have been cases where they have actually been taken to court but to no avail. All i can say to you guys is not to use Comcast if you have

Nick said...

Like the person who posted back in November, I wrote Rick Germano regarding my recent experience in Chicago with Comcast installation, and received the following automated response:

"Thank you for your message. I appreciate you taking time to share your
thoughts with me. To respond as quickly as possible, I have asked
members of my leadership team to join me in addressing all "Ask Rick"
messages. Please expect to hear from us within just a few hours. This
is an auto reply message letting you know that we've received your e
mail, so please do not reply to this message.

Regards,

Rick Germano,
Senior Vice President of Customer Operations "

And, like that person, I have received no reponse in "just a few hours", as promised. Again, Comcast has made another promise it has no intent on keeping. This is par for the course, and I don't know why I continue to be surprised by the lack of follow up from this company.

I hope that I am able to get in touch with Rick, but I am doubtful that any resolution will come of it. And, if Rick is coming to the Chicago area, I would be happy to have the opportunity to share my experiences in person.

belzer88 said...

I have been having constant Comcast problems since my install in June. My Internet did not work for over 3 weeks after install. My digital service was not working correctly for over a month with multiple service calls. My Phone didn't work correctly for over 2 months with multiple service calls. In November my service started scrambling and locking at random times. It has been happening on and off for over 3 months. Again, multiple calls. I am working for a credit equivalent to the services I have not received, and I don't think I am asking too much considering I have paid them over $1200. However, the credit they are offering me is pitiful, and mostly for services I am considering canceling due to the poor service. If I do cancel, it will only be a portion of my service, and I will probably remain a customer, but not at the level I am now. I have also contacted Rick at "E-Mail Rick". I have also received no response. I fear my next step is litigation.

Alan said...

Having just experienced the same hair-pulling frustration of dealing with the mindless droids on Comcast chat and in person at the Comcast "Service Center" I feel some sense of relief to have found this blog and realization that I am not the only victim of a billing system that has a mind of it's own, a billing process that seems to vary depending on who you ask and "high speed" internet that is frequently neither high speed or is down so I can't access the Internet...

A few hours ago I took advantage of the "e-mail Rick" option on the website, but also read the disclaimer that it will be one of the lackeys responding to my e-mail... I can't wait to see what they have to say if/when they respond.

Alan

Hub said...

Called within 3 hours, left a message and phone number, but 4 days later after leaving detailed messages on their office voicemail, still no contact. Way to go Customer disservice

Anonymous said...

Comcast has THE WORST CUSTOMER SERVICE ANYWHERE. It must be nice to have so much money and so much business that you now make it you job to see how much business you can get rid of. AT&T is at there back door with the new U-Verse system and will soon be passing them.
I called to cancel my comcast and they simply said OK. What???????? A customer is canceling and you just say OK.
I returned there equipment,in the original boxes, and they made me take it "out da box". I didn't get it "out da box" .Then seemed angry I didn't take the empty boxes with me. Soon will be the day we talk about comcast as we would the Ford Pinto....Remember....

Tomjensen said...

Comcast has THE WORST CUSTOMER SERVICE ANYWHERE. It must be nice to have so much money and so much business that you now make it you job to see how much business you can get rid of. AT&T is at there back door with the new U-Verse system and will soon be passing them.
I called to cancel my comcast and they simply said OK. What???????? A customer is canceling and you just say OK.
I returned there equipment,in the original boxes, and they made me take it "out da box". I didn't get it "out da box" .Then seemed angry I didn't take the empty boxes with me. Soon will be the day we talk about comcast as we would the Ford Pinto....Remember....Then they wanted to bill me because they didn't disconnect for 3 weeks.......I want to apply for the job of CEO for comcast.....

My first duty would be:

For Sale: Company that has a good amount of money but seems to not care if it looses it all. If you have no customer relations and don't care this could be the buiness for you.
If disinterested call some time between the hours of 8-6:00

jd32orlfl said...

I just ordered Comcast. I had one tach show up and run a line to house to where it the old Direct Tv came in. They came out again to do the inside service. They sent out a guy that said as he came trough the door he should no be here he does not do this and then after seeing the stuu " I don;t have the right equipment". Oh boy the fun starts. After he was here for over 4 hours doing someting that should have taken and hour ( I already had Direct Tv and all the same lines came into one switch downstairs, including the line they ran the day before. The unqualified or should I say "professional" technician blamed my alarm company and left without leaving any phone service. I paid the alarm company to come the next morning and low and behold ahd nothign to do with alram. I have called and sent over 7 emails to both Rck and the CS at the send us an email link and still have not hear done word. I have no phone service whatsoever, cable quality sucks, and internet I'm on don't have any idea about a comcast account (tech had no paperwork). Sent last email tonight before local televesion station is coming to see the mess the tech did leave. WELCOME TO COMCAST!!!!!!!!!!!!!!!!
Curt H. Chicago

Anonymous said...

Hi Rick,

I just moved to DC from NY and setup an appointment to have Comcast service installed in my apartment.

1. Original schedule day for April 7th was missed since Comcast 'lost' my appointment despite the fact that I had a email confirmation (through Online Chat window)
2. The appointment was rescheduled for today, Thursday, April 10th. The technician who came in was one of the most unprofessional people I have yet to meet:
- he cursed
- mentioned that Comcast doesn't pay him enough for the job he does
- made a personal call filled with cursing
- installed a basic cable and left without making sure channels will be uploaded and working. Moreover, this is not the service I requested - I requested premium with HBO.
- after he left, nothing worked
- I called Comcast to find out what's going on only to have someone to tell me Comcast can send someone tomorrow and when I said I need it today, they HANGED UP on me.

I will definitely file a complaint with BBB and I am really disappointed with Comcast. Worst service ever.

Sincerely,
leon

rfmich said...

Don't know how it is in NYC but one important data point is that at least where I live, Comcast farms out installation and service change to contractors.

Anonymous said...

Rick,
If you read this, I emailed you yesterday and got your automated response about 30 minutes ago which happened to be about 30 minutes after my 3rd HD/DVR box quit working in the last 3 weeks.
I just phoned your 24/7 customer service and Elizabeth said someone would be out Monday......This is Friday. Usually they come the next day. One thing I left out of my previous email that I would like to ask is why would your operator REFUSE to allow me to speak to a supervisor? The amount of time I have spent waiting and calling, emailing, searching for someone to email, etc. in reality, Comcast should be paying me. I am getting nothing for paying Comcast but frustration and grief.
Sincerely,
Charles Gassaway

Nick said...

I've emailed Rick several times on the comcast website, and have never received a response as promised. My DVR works about one out of five times, and my cable box freezes and crashes regularly. According to the tech who installed it, this is a common issue because he says that Comcast uses poor equipment, and never fixes it. I've had techs out, but the issues remain, never fixed. I am shocked that this company remains in business.

Anonymous said...

Rick,
I have an idea. Quit traveling the country and get to work making sure your employees are doing their job! If you don't know what the problems are by now then you are the problem. Customer service sucks. You don't have to travel the country and hear individual horror stories about how Comcast employees don't do their job and are rude and lazy. I am not saying all are but you sould be concentrating your efforts making sure problems are fixed for people that contact you or your people. Make more people available at higher levels to resolve problems. I t is basic crap just do it. I have emailed you 3 times and it get an automated reply that is worthless and nothing gets resolved. You or your people don't respond, just like the operators and techs. It appears Comcast work ethic starts at the top.

Still frustrated
Charles G.

Anonymous said...

I don't think Rick is coming back.
Emailing Rick has proven to be a waste of time for me as well.

Anonymous said...

I too contacted Mr. Germaon via email to help resolve a cable card problem repeatedly loosing channels. It took three days for someone to get back to me, 2 more days for a local supervisor to contact me. He promised to meet me at 5 P.M. tonight at my house...because he understood we worked and couldn't tak a FOURTH day off to wait again on Comcast. Mind you, this is simply a remote programming issue and no tech is actually required on site. I'm on the old "Storer" infrastructure and no one really knows how to program these cards...I'm told that by Concast employees. We arrived home at 5:02 and had a voice message saying our appointment was between 3 and 5!

I have manager names and numbers and the Supervisor tech that promised to be here, but when I called him I got voice mail with no name...nothing! So...I call Customer Service, get a rep in Shreveport, LA (I'm in Central Jersey) and she knows nothin about the histoy or the trouble log. I called the Exec Complaint Assistant that originally called me, Preet, but got his voice mail. Never mind that "Martha" and "Jewell said they owned this problem and would get it resolved ...that was on April 7th.

I have the full boat of PREMIUM Comast services...this is the worst service experience I'v ever had BAR NONE. I've been on this system 40 years...No call backs, broken commitments and I can only talk with a "scripted" call center rep. I've been out of service since April 5th and today is day 11! Verizon FiOS and Direct TV are looking better everyday!

Rick, if you're really out there, PLEASE HELP!

Anonymous said...

Update From Charles G.
Still haven't heard from Rick though I have emailed him 2 more times. In the mean time. A tech showed up Monday form the call I made Thursday and figured out that the DVR box I had replaced last time hadn't been put in their system for my account so they disconnected it. Again, just another case of them not doing their job and me not getting service that I am paying for. They were quick to disconnect but not so quick to reconnect or do anything else quick to benefit the customer. After the tech left I discovered that the digital box in my bedroom no longer worked. One problem solved just leads to another beginning. Anyway I am in no mood to talk to them now so I just unplugged it and watch the non digital version minus a couple of channels. Still have a billing issue yet to be resolved. Still no Rick. ANYBODY seen RICK???

Anonymous said...

WOW. Comcast called today.
One of Rick's people.Said Rick was outta town is the reason he hasn't called or replied.They say they are gonna make everthing right,billing error,lost service,etc.Apologized and all that. We will see.

Charles G.

Jay S said...

Interesting site!!! Here's a very short version of my story. Cable went out last Saturday (after a long history of problems), tech comes out Monday and says the signal is too high, someone will come out in 36-72 hours to fix that.
No one comes out.
Call Comcast, they basically have no one at the call center level willing to escalate this issue. This was the Louisiana call center. They schedule someone to come out Friday to deal with it, and... no show. Turns out someone in maintenance CANCELED the ticket right after it was created, no one knows why.
Finally, found the info on Rick Germano, emailed him the full story. Someone calls my wife back that evening, someone will come out that very same day to fix it. GREAT!!! But.... no show again! And, can't get that person who called back, no answer on their phone.
Apparently, the black hole of Comcast customer service is complete.
Mr. Germano - KMM30830326V49140L0KM is my reference number.

Anonymous said...

I thought I would share this email that I sent to Mr. Germano regarding ROACHES in my digital cable box

Dear Sir,

On April 28 I had Comcast cable set up at my home, 2 digital receivers and one HD-DVR. I was at work and my daughter and her husband were at my residence to give the installer access to the cable drops in the house. The installer called me at work to make contact with me. In our conversation I asked him if the cable boxes were new "out of the box". He assured me they were. When he left the house my daughter indicated that they were not originally in boxes. An easy explanation was that he might have taken them out of the boxes in his truck.

After he connected one of the digital boxes to verify the signal he finished up and left. I told him that I would connect the HD- DVR and the additional digital box. I was very excited to be switching from satellite to cable since the signal was degrading due to overgrown trees. Also, all of my interactions with the customer representatives who helped me with the order and getting things set up were very pleasant and accommodating as was the technician.

About an hour after the technician left I got a call from my daughter informing me that the clock on the digital box was unreadable. Upon closer inspection, and to her horror, she realized that the numbers were covered by roaches which were crawling around the inside of the cable box. I was speechless and immediately told her to bag the cable box in a plastic bag so that none of the roaches would crawl out into my house. The other 2 cable boxes were also bagged as a precaution. I immediately called the Comcast customer support number to request that all of the cable boxes brought to my house be replaced with new "out of the box" replacements. I was told that they never give new boxes to anyone. When I asked to speak with a supervisor I was placed on hold and eventually disconnected. I called back only to be placed on hold again. My wife called the local cable office and spoke with a representative. She was told that if I came to the warehouse that I could get new cable boxes as replacement for the roach infested box as well as the others.

This morning, April 30, I went to the Comcast office to get the new replacements and was told there at the counter that they only give customers refurbished boxes. I expressed my concern of the health hazards associated with transferring roach infested cable boxes from one household to another. My comments were met with sneers and a dismissive attitude bordering on disrespect. It was clear that I was not going to get resolution so I acquiesced without further comment and left with the original HD-DVR and 2 used replacement digital boxes.

With your assistance I am requesting that my HD-DVR and the 2 digital cable boxes be replaced with new units from the box.

Sincerely,

Name Given

_________________
I'll keep folks posted about any resolution. However, I must say that transferring vermin inside used cable boxes is unacceptable. A refurbished box implies that something was done to "make clean, bright, or fresh again; renovate." Obviously nothing is done other than to collect and redistribute without any concern for health issues. I feel that I am justified to request new units that have been used, abused or neglected by their previous owner.

Anonymous said...

.... that last line should read..."I feel that I am justified to request new units that have NOT been used, abused or neglected by their previous owner.

Anonymous said...

Well.... I am back after sharing my woes today over finding roaches in my new (used) cable installation. I was expecting the worse case scenario... never to hear from Comcast again or to merely get a formula email response. However, much to my surprise, when I got home from work today, there were 2 voicemail messages waiting from me from a Comcast Representative. One of Rick's representatives, as promised in the automated email reply from Comcast, contacted me to express their apology for the situation and that they were working on a satisfactory resolution. The second message which arrived later in the day indicated that Comcast had indeed arrived at a solution which delighted me to no end! I think that Comcast's efforts to improve customer service are actually working and I appreciate Rick Germano's efforts. At least in my case, I have been successful in getting fast resolution to my concerns.

Nick said...

I just sent Rick the following email. I am so relieved to be free from Comcast! Life's better here!


Mr. Germano,

After enduring the neglectful and inadequate customer service from Comcast for a number of months, I have finally moved on. I have cancelled Comcast service, and found service with the competition. Comcast has lost a customer for life. From the day of installation, I experienced nothing but problems from your company, and spent countless hours chasing resolution. I have been lied to, deceived, hung up on, brushed off, and ignored, even by you. I have emailed through this website on two occasions, on both was promised to be contacted by someone from your team within 48 hours. On both occasions I received no response. The equipment I was issued for my service never worked properly. I called on a number of occasions, but the problem was never resolved. I was given an old cable box, which constantly (daily!) froze up, shut off without warning, and would not save recorded programs for playback. I was paying for service which could not be produced on the equipment I was given. When I would call for service, no one ever offered the option of replacing the equipment. Time after time again, resolution fell short.

I understand that you are attempting to revive the customer service of your company. I must say, your impact is not being felt. I gave you ample opportunity to maintain my business by simply providing the basics - a product that works. Unfortunately, you were not able to do this. You will never have me back as a customer. The most unfortunate thing is that I don't think you really care.

Traveler said...

My experience with Comcast has been nothing short of a disaster. In the last year, someone (from Comcast, I am certain) has stopped by my home every three months while I am at work, gone into the box in the back yard, and installed a filter to kill my analog channels. After the first few times calling a service tech and having him remove the filters, the tech told me "you know what you're doing, just to it yourself next time." That's fine, except for when they do it while I'm out of town and suddenly my wife can't watch TV, or my Tivo can't record any shows until I get back. The last time, I made a big deal out of it, and they came up with some BS story about how it's a "rogue cable contractor" putting on filters so that he can get paid (by Comcast) to take them back off. I was promised 1) a full investigation (with police involvement if necessary) and 2) a LOCKABLE box. But it's been three months, the box still isn't there, nobody has reported on the investigation, and last night I got home to find TWO filters (green stripe and brown stripe) on my line. Comcast people in Michigan are completely and utterly useless. I need Rick's help!!!

Anonymous said...

Mr. Germano,

If you really want to see how your customer service officials behave - try looking up the internet chat/telephone conversations that we have had with your company. If you have a way to find out check the experiences the customer "Pankaj Sachbeva" has had dealing with your company.

I don't know what you can do teach the servicing officials some courtesy and personal accountability.

I am moving out of Comcast as soon as anyone else is available in my area. I have tried everything, but it just gets worse.

Even your customer reps in the physical office have a constipated look on their face. No smile.

I am out. Good bye and good luck with an impossible task.

-Swapnil.

Anonymous said...

user Swapnil has entered room

Swapnil(Wed May 28 11:40:59 EDT 2008)>WHY DO YOU CHARGE ME FOR THE DVR service? Why Why Why?I have wasted several hours of my time dealing with you but you keep being rude and offer no help at all.

analyst Raquel.25545 has entered room

Raquel.25545(Wed May 28 11:45:43 EDT 2008)>Hello Swapnil, Thank you for contacting Comcast Live Chat Support. My name is Raquel.25545. Please give me one moment to review your information.

Raquel.25545(Wed May 28 11:45:45 EDT 2008)>I would be more than glad to assist you today.

Raquel.25545(Wed May 28 11:45:50 EDT 2008)>For account verification, may I have your account number and the telephone number listed on your account, please?

Swapnil(Wed May 28 11:46:12 EDT 2008)>860 316 5819 is the telephone number

Swapnil(Wed May 28 11:46:20 EDT 2008)>I dont have the account number with me right now

Raquel.25545(Wed May 28 11:46:25 EDT 2008)>Alright.

Raquel.25545(Wed May 28 11:46:25 EDT 2008)>Please give me a moment while I load up your account. Thanks.

Raquel.25545(Wed May 28 11:48:09 EDT 2008)>Do you have any other telephone number listed on your account, Swapnil?

Swapnil(Wed May 28 11:48:24 EDT 2008)>860 834 1834

Swapnil(Wed May 28 11:48:30 EDT 2008)>860 834 0622

Raquel.25545(Wed May 28 11:49:18 EDT 2008)>Is the account number your name?

Swapnil(Wed May 28 11:49:24 EDT 2008)>no

Swapnil(Wed May 28 11:49:31 EDT 2008)>it is under Pankaj Sachbeva's name

Swapnil(Wed May 28 11:49:38 EDT 2008)>I can give you the pin number if you need it

Raquel.25545(Wed May 28 11:50:39 EDT 2008)>Thank you for patiently waiting.

Raquel.25545(Wed May 28 11:50:55 EDT 2008)>As I understand, you have a concern regarding your bill. Is that correct?

Swapnil(Wed May 28 11:51:02 EDT 2008)>Yes

Swapnil(Wed May 28 11:51:06 EDT 2008)>the DVR charge

Swapnil(Wed May 28 11:51:10 EDT 2008)>I dont use the DVR

Swapnil(Wed May 28 11:51:15 EDT 2008)>and the service is turned OFF also

Raquel.25545(Wed May 28 11:51:16 EDT 2008)>I understand.

Swapnil(Wed May 28 11:51:28 EDT 2008)>I asked for a replacement non-DVR box with HDMI connection

Raquel.25545(Wed May 28 11:51:28 EDT 2008)>May I please know your relationship with the account holder?

Swapnil(Wed May 28 11:51:39 EDT 2008)>but you sent normal HD box with componenet cables

Swapnil(Wed May 28 11:51:49 EDT 2008)>I share the apartment

Raquel.25545(Wed May 28 11:52:07 EDT 2008)>I do apologize, but at this time I am not seeing you as being authorized on the account. If you are the person who normally deals with the account, we want to make sure you are authorized. Please have the person that is currently considered the account holder (the person whose name is on the bill) to call in and add your name to the account as being authorized.

Swapnil(Wed May 28 11:52:22 EDT 2008)>This is absolutely ridiculous

Swapnil(Wed May 28 11:52:30 EDT 2008)>I have been dealing with you for several months

Swapnil(Wed May 28 11:52:46 EDT 2008)>Do you need the pin number on the account for verification??????

Swapnil(Wed May 28 11:52:52 EDT 2008)>I offerred to provide that

Raquel.25545(Wed May 28 11:52:53 EDT 2008)>I understand this inconvenience but I am not seeing you as authorized on the account.

Swapnil(Wed May 28 11:53:16 EDT 2008)>No wonder you are second on the CUSTOMER SERVICE HALL OF SHAME list on MSN

Swapnil(Wed May 28 11:53:32 EDT 2008)>please lookup the seeveral chats I have had with you earlier

Swapnil(Wed May 28 11:53:39 EDT 2008)>they never raised an objection

Swapnil(Wed May 28 11:53:49 EDT 2008)>I am asking for the last time, will you help or not?.

Raquel.25545(Wed May 28 11:54:29 EDT 2008)>I do apologize but I can only transact with the account holder or any person authorized on the account. I do not have the access to your previous chats too.

Swapnil(Wed May 28 11:54:46 EDT 2008)>Very good, please transfer me to your supervisor

Swapnil(Wed May 28 11:54:53 EDT 2008)>This chat is also going to Mr. Rick Germano

Raquel.25545(Wed May 28 11:55:14 EDT 2008)>I understand that you want to speak to my supervisor.

Raquel.25545(Wed May 28 11:55:29 EDT 2008)>Please give me a moment to check this for you.

Raquel.25545(Wed May 28 11:55:30 EDT 2008)>Thank you for your patience.

Raquel.25545(Wed May 28 11:57:28 EDT 2008)>I am still checking on this, Swapnil.

Raquel.25545(Wed May 28 12:00:16 EDT 2008)>Swapnil, please give me a moment to transfer you to my supervisor.

Raquel.25545(Wed May 28 12:00:21 EDT 2008)>Would that be fine with you?

Swapnil(Wed May 28 12:00:28 EDT 2008)>Please be quick

Raquel.25545(Wed May 28 12:01:24 EDT 2008)>Alright.

Raquel.25545(Wed May 28 12:01:38 EDT 2008)>I appreciate your patience and understanding on this matter.

Raquel.25545(Wed May 28 12:04:18 EDT 2008)>Let me now transfer your to my supervisor, Swapnil.

Swapnil(Wed May 28 12:04:37 EDT 2008)>Can you please be quick???

Swapnil(Wed May 28 12:04:53 EDT 2008)>I am copy pasting this conversation and sending it to Rick Germano

Raquel.25545(Wed May 28 12:05:38 EDT 2008)>I understand that inconvenience this is causing you, Swapnil. We are now processing this chat transfer.

Raquel.25545(Wed May 28 12:05:46 EDT 2008)>I really appreciate your patience.

Swapnil(Wed May 28 12:05:58 EDT 2008)>You are testing my patience for sure now

Raquel.25545(Wed May 28 12:08:36 EDT 2008)>Please wait, while the problem is escalated to another analyst

analyst Raquel.25545 has left room

analyst Emerson.22552 has entered room

Emerson.22552(Wed May 28 12:10:06 EDT 2008)>Hi! I am Emerson, a Comcast supervisor. I am very much willing to assist you with your concern today.

Swapnil(Wed May 28 12:10:17 EDT 2008)>Please read through the conversation, pelase

Swapnil(Wed May 28 12:10:34 EDT 2008)>you guys are awesome, you have managed to get me frustrated everytime I deal with you

Emerson.22552(Wed May 28 12:10:33 EDT 2008)>I am now reviewing the chat transcript, Swapnil.

Emerson.22552(Wed May 28 12:10:41 EDT 2008)>By the way, how are you doing today?

Swapnil(Wed May 28 12:10:46 EDT 2008)>plain ridiculout

Swapnil(Wed May 28 12:10:52 EDT 2008)>thanks for frustrating me

Emerson.22552(Wed May 28 12:11:00 EDT 2008)>I am sorry to hear that from you.

Swapnil(Wed May 28 12:11:23 EDT 2008)>You guys hear it everytime from me but don't take a moment to improve even a tad bit

Swapnil(Wed May 28 12:11:31 EDT 2008)>your service keeps getting worse

Emerson.22552(Wed May 28 12:12:19 EDT 2008)>I really do apologize for the inconvenience, Swapnil.

Swapnil(Wed May 28 12:12:36 EDT 2008)>I am sure you will give me an opportunity to post this conversation with the names on comcastmustdie website. And I will draw it's attention to everyone including Rick Germano

Swapnil(Wed May 28 12:12:48 EDT 2008)>This is ultimately frustrating

Emerson.22552(Wed May 28 12:13:33 EDT 2008)>I will be willing to help you with your concern.

Emerson.22552(Wed May 28 12:13:49 EDT 2008)>I am now in the account.

Emerson.22552(Wed May 28 12:15:12 EDT 2008)>I believe the account is under your roommate, am I correct?

Swapnil(Wed May 28 12:15:19 EDT 2008)>yes

Swapnil(Wed May 28 12:15:26 EDT 2008)>do you need the PIN number for verification?

Emerson.22552(Wed May 28 12:16:12 EDT 2008)>Not at this moment. Thank you for that, Swapnil.

Emerson.22552(Wed May 28 12:16:40 EDT 2008)>Are you listed as an authorized user to your roommates account?

Swapnil(Wed May 28 12:16:49 EDT 2008)>I don't know

Swapnil(Wed May 28 12:16:57 EDT 2008)>I have never been asked this question before

Swapnil(Wed May 28 12:17:25 EDT 2008)>And I have spoken to customer service over phone, & internet umpteen number of times before

Swapnil(Wed May 28 12:17:30 EDT 2008)>Do you need the PIN ?

Emerson.22552(Wed May 28 12:18:37 EDT 2008)>We are asking those question to make sure that the primary account holder or an authorized user can only access the account.

Emerson.22552(Wed May 28 12:18:50 EDT 2008)>I am now reviewing the account.

Emerson.22552(Wed May 28 12:20:53 EDT 2008)>Thank you for patiently waiting, Swapnil.

Emerson.22552(Wed May 28 12:21:39 EDT 2008)>I already reviewed the account and you were not listed as an authorized user to your roommates account.

Swapnil(Wed May 28 12:21:52 EDT 2008)>Good Bye

Swapnil(Wed May 28 12:22:12 EDT 2008)>Make sure to see this conversation on comcastmustdie.com in just over 10 minutes from now

Swapnil(Wed May 28 12:22:28 EDT 2008)>Bye

Emerson.22552(Wed May 28 12:22:35 EDT 2008)>Are you with the primary account holder right now?

Swapnil(Wed May 28 12:23:00 EDT 2008)>I don't wish to waste any of my time over these questions again and again

DougT said...

There has been nothing but trouble with Comcast in Shreveport, Louisiana since they took over. Frequent loss of service with high speed internet in which they always blame the customer but actually it is their system that is messed up. They drop channels from their standard cable lineup with regularity. Since November 2006 they have dropped 12 channels and increased the charge for service each year. The latest group of dropped channels on 24 June 2008 was The National Geographic Channel, FitTV, and Women's Entertainment. No explanation, no warning, nothing. Just dropped the channels. It is impossible to get someone on the phone or by any other form of communication to do anything or explain anything. It is time that we all, no matter which part of the country we live in, demand that our city and state governments do something about the fraudulent service that we receive from Comcast and any other cable service provider.

DougT said...

There has been nothing but trouble with Comcast in Shreveport, Louisiana since they took over. Frequent loss of service with high speed internet in which they always blame the customer but actually it is their system that is messed up. They drop channels from their standard cable lineup with regularity. Since November 2006 they have dropped 12 channels and increased the charge for service each year. The latest group of dropped channels on 24 June 2008 was The National Geographic Channel, FitTV, and Women's Entertainment. No explanation, no warning, nothing. Just dropped the channels.

Some other things that happen regularly are the loss of video or the loss of audio on some channels (sometimes the audio sounds like the people are talking in slow motion) and the complete scrambling or loss of signal on random channels for hours at a time. I suspect that is the root cause of the loss of cable internet service, also.

It is impossible to get someone on the phone or by any other form of communication to do anything or explain anything. It is time that we all, no matter which part of the country we live in, demand that our city and state governments do something about the fraudulent service that we receive from Comcast and any other cable service provider.

Anonymous said...

Here is my e-mail to Rick Germano on July 3, 2008. I hope I have better luck than the others.
-------Rick Germano
SVP Customer Operations- Comcast


I just had an unpleasant conversation with a young lady at your company in Nashville, TN. I spoke with Marilyn Manning- employee code NPZ at 6:45 p.m on July 3, 2008.

I was disputing a service charge of $34.20.
Following is the history of our most recent problem with Comcast:

Our cable service to two of our three T.V's was sporadic at best for a period of about 5 weeks. We called multiple times to complain. Our TV screens were pixelating, fragmenting and there was a lot of digital distortion that made watching TV annoying, if not impossible.

After about 5 weeks of complaining and securing a partial credit for the time our service was not working correctly, we insisted on a cable technician coming out to look at our one TV that was having the most problems.

The first cable technician ran a few diagnostics and determined that the problem was NOT an internal in-house problem but rather an external problem that was clearly a Comcast Cable related issue. He assured us there would be no service charge to correct the problem. He said that there was a problem with the cable outside of our house and that Comcast would have to come out one day and replace the defective cable. He said they would have to replace the cable coming from the central "hub" in the neighborhood. We waited for about a week and no one called or came out.

We finally called to complain AGAIN about our service. Comcast had noted that a "senior technician" was needed yet no one had bothered to tell us that we needed to schedule another visit. Clearly there was a breakdown in communication on the part of Comcast Cable and we should have been called to make arrangements for the second service call.

We eventually had a second visit from a more experienced technician. He determined that there was a defective 3-foot section of cable that was partially on the outside of the house and partially in the crawl space underneath our house. He replaced the cable and pronounced the problem solved. Thirty minutes after he left, the pixelation and digital fragmentation started up again. I called him on his cell phone. He came back out, and said that we needed to replace our converter box. He mentioned that he had another converter box and offered to swap out the older box.

In the process of replacing the converter box, he had to cut and splice another section of cable to run from the new converter box to our cable outlet. Here is where the argument escalated with your service rep.

Marilyn Manning insisted repeatedly that we were charged a "service charge" because "internal wiring" had to be replaced. We were told by both reps before they came out that there would be no service charge for the service call if it was determined that the problem was not with our TV or internal wiring. I have always understood internal wiring to be the wiring that came with the house, i.e. the wiring that is embedded in the walls of the house. Marilyn Manning finally agreed to give us a credit but kept insisting the service charge was valid because of how she construed the definition of "internal wiring." I reminded her that both reps said there would be no service charge as the problem was clearly attributable to Comcast cable wiring and equipment.

Frankly, this young lady has a very poor customer rapport and I would seriously question her business acumen and her people skills. She insisted that we would have to pay the full amount of the bill and the credit would be applied to the following months bill. I told her that was unacceptable. I was not going to pay for something that was uncalled for only to have it backed out the next month.

Please look at my current statement. It is in the name of xxxx Fisher (spelling should be Fischer) The last four digits of the social security number on that account is xxxx. We have had Comcast Cable at the current address since 2000, and I have previously had Comcast cable in my name (xxxxxxxxxxxxxxxxx) in Nashville since 1993.

Your rep was argumentative, insolent and refused to accept responsibility for the problem without adding caveats and disclaimers that were totally inappropriate.

Here is the bottom line- Thank God you guys are finally getting some competition. If Marilyn Manning, employee code npz is typical of your customer service, you are going to lose considerable market share to AT&T. Now is NOT the time to get testy with your customers. Bad news has a way of multiplying.

I am sending a check for the amount shown due- $191.82 less the service charge of $34.20 = $157.62.

I have absolutely HAD IT with your company's condescending monopolistic mentality, your lack of any sense of urgency in fixing the problem, and your discourteous phone rep. I have called Comcast many times over the years and have always been treated as a valued customer until recently. In my opinion, Marilyn Manning is a liability to your organization, and she is ill suited to handle customer complaints. You also appear to have internal communication problems that caused our problem to drag on needlessly.
Marilyn became indignant when I asked for her supervisor's name and contact information. She took on a cavalier attitude of indifference and used a tone that dared me to contact her. I do hope that her supervisor- Dawn Meyers is copied on this complaint.


If I have any more disputes over our bill like I had tonight, I am taking my case to the FCC and the Federal Trade Commission and the local news media. I trust that you will use better business sense than Marilyn Manning and ensure that my forthcoming check in the amount of $157.62 will pay my bill in full. Marilyn said there could be a problem with the timing of the credit that could incur a "late fee" on our next bill. That would be the proverbial straw that breaks the camel’s back. I have worked in journalism in the local and national media for 33 years. Please don't turn this into a story for the 5:00 news.
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RunLawSpiritNLR said...

Mr. Germano:

My name is Carmen XXXXXXX and my husband and I have been loyal Comcast customers for 3 or 4 years now. Before that, I was a single girl who was a Comcast subscriber in a different city. I would like to add that we have always paid our bills on time, in full and have never been disconected. Today I had the most horrible experience I have ever had with a customer service representative and it was with you company. At approximately 8:45 cst, I placed a call and was connected with a woman by the name of "Amy." I have a problem with this month's bill. My normal bill is $126 for cable and internet, but there was a charge on the bill for an additional $188 and the only explanation was "one time charge." "Amy" was very callous and rude from the beginning, she cut me off and treated me poorly.

As it turns out, over a year ago, someone's payment was misapplied towards my bill. Your company had commenced litigation against the woman b/c your records showed that she didn't pay. It took her until 6/20/08 to finally prove payment. Somehow it was traced to me and the $188.00 was reapplied to my balance. I told "Amy" that I didn't think me paying $310.00 this month for a mistake that Comcast made over a year ago was fair. She told me that, "well, an honest person would have questioned a $188.00 credit and taken care of it." I was floored. She was basically accusing me of stealing! "Amy" was very cold, unsympathetic, and became very indignant when I asked for her name a suprevisor's name. She told me that if I had a problem I needed to drive down to the main office in Little Rock. Before I had time to ask the address, she hung up.

This situation has really rattled me. I was raised to extend common curtesy to every human being. I think that standard applies to everyone and is an even higher standard for those working in customer service. I would never toss such blatant accusations at a person that I didn't even know. It was insulting and not the way I wanted to be treated at the start of my day.

I did go down to the main office in Little Rock. A very nice woman by the name of Ms. Graves took care of me. I paid the bill in full. You see, my husband and I travel A LOT for work. We take turns paying different bills. I can only assume (because I don't remember what happened a year and a half ago) that one of us saw the credit and just assumed that the other one had over paid.

Bottom line, I never been treated so poorly by any customer service of any company at any time. I was reprimanded for something that was Comcast's mistake and belittled to the point of tears. I spent two hours on the phone on hold and being transfered trying to speak to a manager or supervisor. TWO HOURS!

I don't know what can be done. But, by reading the blogs on the internet, Comcast does not have a good reputation for nice, friendly customer service agents. If you are trying to turn that image around, I would strongly suggest finding "Amy" another job and not let her anywhere near customers. I expect an apology or I am canceling our service.

Anonymous said...

THESE BASTARDS. I SPENT THREE HOURS WITH THEM WHEN THEY SCREWED UP MY BILL LAST MONTH (SEE CHAT LOG # 1 BELOW). FINALLY THE SUPERVISOR TELLS ME I OWE $37.06-SEE STARS (********) BELOW SO ITS EASIER TO FIND IN CHAT LOG # 1BELOW.

I THEN MAILED IN THE $37.06 THE SAME DAY. MY NEXT BILL, WHICH I JUST GOT, IS FOR $162.22, EVEN THOUGH MY CABLE COSTS ONLY $73.00 A MONTH.

TODAY, I HAD ANOTHER "CHAT" WITH THEM (SEE CHAT # 2 BELOW) AND WE SIMPLY WENT IN CIRCLES FOR THREE HOURS WITH NOTHING GETTING RESOLVED. BASTARDS.

CHAT LOG # 1 FROM JULY 5, 2008

11:23] bob > need current balance, charged for service not requested, need supervisor to complain about prior attempt to resolve these issues
[11:23] advanced_tool_log > user bob_ has entered room
[11:23] advanced_tool_log > analyst Jocelyn.25348 has entered room
[11:23] Jocelyn.25348 > Hello bob_, Thank you for contacting Comcast Live Chat Support. My name is Jocelyn.25348. Please give me one moment to review your information.
[11:23] Jocelyn.25348 > I will be happy to assist you with your concern.
[11:24] bob_ > i want a supervisor
[11:24] Jocelyn.25348 > I understand that you have charged for the service that you did not requested.
[11:25] Jocelyn.25348 > I can assist you with your concern.
[11:25] Jocelyn.25348 > Please verify the last four digit of you
r Social Security Number listed on your account.

[11:25] bob_ > Comcast Chat Logi want a supervisor because the last person didn't do their job
[11:26] Jocelyn.25348 > I understand that, Bob.
[11:26] Jocelyn.25348 > I need to verify that you are the account holder.
[11:26] Jocelyn.25348 > Please verify the last four digit of your Social Security Number listed on your account.

[11:27] bob_ > They ended the session and sent me an incomplete chat log to my email as soon as I asked for a supervisor and started complaining about their inabiity to communicate properly and address my concerns
[11:28] Jocelyn.25348 > I understand that. I will try my best to resolve your issue.
[11:29] bob_ > I asked for the current balance on my account. First they said it was .36 then they said it was $93.89
[11:29] Jocelyn.25348 > For
you to be able to assist you with your concern, please provide the last four digits of your Social Security Number.
[11:29] Jocelyn.25348 > Thank you.
[11:30] bob_ > They said they took off the $19.99, if they did the balance would be 70 something noot 90 something
[11:31] Jocelyn.25348 > Bob, please provide the information that I am asking for so I can pull up your account.
[11:31] bob_ > When I asked what I need to do to make surte this s
ame $19.99 doesn't appear on my next momnthly bill they would not answer my question. when i asked for a supervisor they truncated the session, sent me an incomplete chat log to my email then argued with me for another 10 minutes about why they wouldnt transfer me to a supervisor
[11:33] Jocelyn.25348 > I understand your concern, Bob.
[11:33] Jocelyn.25348 > I have to check your account first.
[11:33] bob_ > i copied the entire chat log and sent it to my own email address, now i want to send it to one of the supervisors in your office so they can see that this guy is too du
mb to do his job correctly but he is smart enough to know how to cover his tracks by truncating a sesion whenever a customer asks for a supervisor so that customer can complain about him
[11:33] Jocelyn.25348 > Please verify the last four digit of your Social Security Number listed on your account.

[11:34] Jocelyn.25348 > Did you receive my last message?

[11:35] bob_ > i need current balance on my account, i need the email address of a supervisor so i can send a copy of my last session to him/her, i need to know how i can make sure the $19.99 doesn't appear on my next month's bill. i already gave him all my iinfo
[11:36] Jocelyn.25348 > I will provide the information that you need.
[11:36] Jocelyn.25348 > Please verify the last four digit of your Social Security Number listed on your account.

[11:36] bob_ > 2760
[11:36] Jocelyn.25348 > Thank you for the information.
[11:36] Jocelyn.25348 > Can you give me a moment? I have to pull up your account.

[11:37] Jocelyn.25348 > May I have your account number please?
[11:37] bob_ > 20001-069-123-045

[11:37] Jocelyn.25348 > Thank you for the information.
[11:37] Jocelyn.25348 > Please give me a moment.
[11:37] Jocelyn.25348 > I will pull up your account.
[11:37] Jocelyn.25348 > Thank you.
[11:38] bob_ > I need current balance on my account. I need the email address of a supervisor so I can send a copy o
f my last session to him/her. I need to know how I can make sure the $19.99 doesn't appear on my next month's bill.
[11:39] Jocelyn.25348 > I will provide the information that you need, please give me a moment.
[11:39] bob_ > I need current balance on my account. I need the email address of a supervisor so I can send a copy of my last session to him/her. I need to know how I can make sure the $19.99 doesn't appear on my next month's bill.
[11:43] Jocelyn.25348 > Bob, I have been going over your account and I have verified that the previous agent has already removed the
internet services from your account.
[11:43] bob_ > I need current balance on my account. I need the email address of a supervisor so I can send a copy of my last session to him/her. I need to know how I can make sure the $19.99 doesn't appear on my next month's bill.
[11:43] Jocelyn.25348 > Let me just verify the new balance on the account.
[11:45] Jocelyn.25348 > Your new monthly rate is now $72.15, plus the applicable taxes and fees. I have also informed my supervisor of your complaint and she will be discussing this with the agent you have mentioned.
[11:45] Jocelyn.25348 > Is there anything else I can help you with Bob?
[11:45] bob_ > I need current balance on my account. I need the email address of a supervisor so I can send a copy of my last session to him/her. I need to know how I can make sure the $19.99 doesn't appear on my next month's bill.
[11:47] Jocelyn.25348 > Bob, I have already addressed your issue regarding the current status of your account. The $19.99 will no longer appear on next month's bill. And your new monthly rate is now $72.15. Your complaint has also been forwarded to our supervisor.
[11:47] Jocelyn.25348 > Do you have any other concerns I can address Bob?
[11:48] bob_ > I am not asking the monthly rate, i am asking the current balance, do u understand the difference between the two? i am not trying to be sarcastic.
[11:49] Jocelyn.25348 > I understand. Your balance is now $82.93.
[11:50] bob_ > why has it always been 70 something and now its 82 something? please provide a bereakdown of how they came up with this amount.
[11:51] bob_ > there are probably fees attached to the 19.99 that arent being dedcucted
[11:52] Jocelyn.25348 > Thank you for that. I double checked. The balance listed did not yet include all of the deductions, I do apologize. Your new balance is $73.54.
[11:52] bob_ > if u look at my previous been in the 80 range, always in the 70 something range
[11:52] bob_ > can u give me sa breakdown of that amount
[11:53] Jocelyn.25348 > Sure. Let me just list everything for you.
[11:53] bob_ > thank u
[11:55] Jocelyn.25348 > The Preferred Service is $56.20. Digital Plus is $15.95. Local Franchise Fee is $1.12. State Franchise Fee is $.021. And the FCC Regulatory Fee is $0.06.
[11:56] Jocelyn.25348 > Did you receive my last message?

[11:57] Jocelyn.25348 > You are most welcome.
[11:57] bob_ > thank u, can u tell me which additional fees got it from the $82.93 in your original quote to the current balance of $73.54 so i can make sure these added fees arent on my next bill? thank you
[11:57] Jocelyn.25348 > Alright.
[11:58] Jocelyn.25348 > Let me check that for you.
[12:00] bob_ > Thank you
[12:06] bob_ > ?
[12:06] Jocelyn.25348 > The $82.93 was the balance on the account when I originally checked, because there is a pending credit of $10.96. Then the account was updated since the previous agent put in the changes on the account, so it became $73.54.
[12:06] bob_ > How come I do not have to pay this additional $9.39 in fees?
[12:08] Jocelyn.25348 > Just disregard the origin
al quote of $82.93. The system was not completely updated at that time considering the changes being made to your account by the previous agent. All that needs to be taken care of is the $73.54 balance.
[12:08] bob_ > ok thank you. Did you folks charge me for high speed internet on my last bill (the bill prior to the current one)?
[12:08] Jocelyn.25348 > Do you require any other information Bob?
[12:08] bob_ > Did you folks charge me for high speed internet on my last bill (the bill prior to the current one)?
[12:09] Jocelyn.25348 > Yes. I have already taken care of crediting that back to you as well. The $19.99 charge you paid for should be credited back to your account within the next 2 billing statements.
[12:10] bob_ > What about the month before that?
[12:11] Jocelyn.25348 > I have taken care of the 2 charges you received for it for your May 22 and June 22 billing.
[12:11] bob_ > What about the month before that?
[12:14] bob_ > The last payment I sent in was $183.15. This was to cover my last two monthly bills. That means both of those bills were over $90.00 each. This seems to indicate that this $19.99 fee must have been on both of those bills.
[12:15] Jocelyn.25348 > Yes, but rest assured, I have put in the adjustments for those charges for the $19.99 fro the May and June bill. The amount of $39.98 will be credited back to your account within the next two billing statements.
[12:16] Jocelyn.25348 > So you can expect that one of the next 2 billing statements will have a significantly lower monthly balance.
[12:17] bob_ > Yes but my $183.15 payment was for the April and May bills, you need to look back one additional month. You are looking at May and June.
[12:17] Jocelyn.25348 > You were only charged for the internet service for May and June. There wasn't any charge for it last April.
[12:18] bob_ > then how did my balaance due come to 183.15 for my april and may bills if my curently monthly charge is around $73?
[12:19] Jocelyn.25348 > Your April balance was $73.49. Then your May bill came in, which
brought up your balance to $183.51 (including the $19.99 internet charge).
[12:21] bob_ > as i see it april should be around 73 may should be around 73 and june (the bill already issued but not yet paid in the amount of 93) should be around 73. total for three months should be around 219 (73 times 3). I already paid 183.15 so i should only owe around 36. is this correct? if not, why not?
[12:23] Jocelyn.25348 > Your balance for May is $110.02, which included the $19.99 charge for the internet service. The rest came from the Self Installation Kit charge for the service. I have also taken care of crediting that back to your account as well.
[12:24] bob_ > i was told i would not be charged for that kit since i never ordered the service
[12:25] Jocelyn.25348 > That is why I removed that from your account as well and crediting the charges back to your account. As I have mentioned, all charges relating to the internet service will be credited back to your account. We apologize if this is causing a confusion. But this should all be cleared up once the credit goes through within the next 2 billing statements.
[12:26] bob_ > what is my balance after all the credits ae factored in? as i see it april should be around 73 may should be around 73 and june (the bill already issued
but not yet paid in the amount of 93) should be around 73. total for three months should be around 219 (73 times 3). I already paid 183.15 so i should only owe around 36. is this correct? if not, why not?
[12:27] Jocelyn.25348 > Let me just make a quick calculation as to how much all the credit would be.
[12:28] bob_ > thank you. you should be happy i pay my bill every month and u dont have to call me and pester me to pay it. however in order to do that i need an accurate number so i know what amount to send in. i dont think this is an unreasonable request.
[12:29] Jocelyn.25348&nb
sp;> Of course Bob. For now, take care of the $73.54 balance, since the credit adjustments I put in your account will not take effect until the next 2 billing statements. I am still computing for the total number of credit that will be reflected then.
[12:30] Jocelyn.25348 > The total amount of credit you should expect to receive in the next billing statement should be $56.47.
[12:31] bob_ > i only plan to mail in the amount i actualy owe, which should be less than 40. if it takes u guys a few months to credit my account thats up to you, but to ask me to mail in money i dont owe while u guys take a few months to update your records is, in my opinion, not a reasonable request on your part.
[12:32] bob_ > how did u get 56?
[12:34] Jocelyn.25348 > You were only supposed to be billed $73.54 for May. Minus that from the balance of $110.02, you should be getting a credit of $36.48 (for the internet service and self installation kit). Then add the $19.99 charge for June, the total is $56.47.
[12:34] bob_ > as i see it april should be around 73 may should be around 73 and june (the bill already issued but not yet paid in the amount of 93) should be around 73. total for three months should be around 219 (73 times 3). I already paid 183.15 so i should only owe around 36 no
t 56. is this correct? if not, why not?
[12:34] bob_ > why add 19.99 for june?
[12:35] Jocelyn.25348 > Because you were billed $19.99 for the internet service in June. I have arranged for the credit for that as well. That is why minusing that, your balance for the June bill became $73.54.
[12:35] bob_ > as i see it april should be around 73 may should be around 73 and june (the bill already issued but not yet paid in the amount of 93) should be around 73. total for three months should be around 219 (73 times 3). I already paid 183.15 so i should only owe around 36 not 5
6. is this correct? if not, why not?


[12:37] Jocelyn.25348 > Your current balance is $73.54 minus the credit amount of $56.47, the total should be $17.07.
[12:38] Jocelyn.25348 > Do you want me to clarify anything else Bob?
[12:38] bob_ > so u r saying i only owe 17.07?
[12:40] Jocelyn.25348 > If you want to just pay for the balance minus the expected credit adjustment on the account, yes. Though I do have to advise you, as I have mentioned earlier, the credit adjustment shoul
d take effect within the next billing statement.
[12:40] bob_ > ok ill mail in 17.07. next question, how can i get an email address for a supervisor to mail in my prior chat log
[12:42] Jocelyn.25348 > Bob,the previous chat with other analyst was already escalated to our Supervisor.
[12:42] Jocelyn.25348 > The chat transcript was already pull up.
[12:42] bob_ > how can they review it if they havent seen it?

[12:43] bob_ > the chat saved by the customer rep was incomplete
[12:45] Jocelyn.25348 > Bob, our supervisor were able to find the complete chat transcript.
[12:45] bob_ > can u transfer me to that supervisor?
[12:47] Jocelyn.25348 > Okay. I will transfer you to my supervisor.
[12:47] bob_ > thank u

[12:47] Jocelyn.25348 > Please stay online.
[12:47] Jocelyn.25348 > You are most welcome.
[12:47] bob_ > i will have a nice day
[12:48] Jocelyn.25348 > Please wait, while the problem is escalated to another analyst
[12:48] advanced_tool_log > user bob_ has entered room
[12:48] advanced_tool_log > analyst Michelle.24950 has entered room
[12:48] Michelle.24950 > Hi Bob, I understand that you want to speak to a supervisor regarding your account?
[12:48] bob_ > thank u
[12:48] advanced_tool_log > analyst Jocelyn.25348 has left room
[12:48] bob_ > yes i do
[12:52] bob_ > hello?
[12:52] Michelle.24950 > Yes. I noticed your status was typing, so I was waiting for you to state your concern.
[12:53] Michelle.24950 > However, I have been briefed by the agent you were talking to that you originally had issues with the internet service added to your account.
[12:54] bob_ > When i spoke to Marco.19602 he ended my session when I asked for a supervisor. He then sent an incomplete chat log to my email. In my opinion he is not competent to do his job. However, he is smart enough to cover his tracks
by truncating the saved chat log reflecting our conversation. I need your email address so I can send you the entire chat log of my conversation with him. This would be needed if you want to review what took place and not it simply the truncated version he saved.
[12:55] Michelle.24950 > Sure. My email address is BP-MP037@cable.comcast.com.
[12:55] bob_ > hang on, ill send it
[12:56] Michelle.24950 > I was also able to pull up the complete chat transcript from our system, and have verified that the chat was indeed ended prematurely.
[12:57] Michelle.24950 > I have also sat down with Marco.19602 regarding the situation and he is in the process of explaining what happened.
[12:58] Michelle.24950 > A disciplinary action will be served pending the full investigation of your transcript.
[12:58] bob_ > did u get my email?
[12:59] Michelle.24950 > It still has not come through. Would you mind sending it to an alternate email address to be sure?
[12:59] Michelle.24950 > The alternate email address is michelle.24950@nucomm.net.
[13:00] bob_ > ok ill send u 2, the one he sent to my email address and the one i cut and pasted to my own email address
[13:00] bob_ > ok ill send u 2, the one he sent to my email address and the one i cut and pasted to my own email address
[13:00] bob_ > ok ill send u 2, the one he sent to my email address and the one i cut and pasted to my own email address
[13:00] bob_ > sorry that went through 3 times
[13:00] Michelle.24950 > That is alright.
[13:00] Michelle.24950 > Just tell me if you were already able to send it.
[13:01] bob_ > ok hang on
[13:04] Michelle.24950 > Bob, I received your email already. Thank you.
[13:04] Michelle.24950 > Bob, I do want to thank you for brining this to our attention. We do want to make sure that your concerns are addressed professionally. Rest assured, I am already taking care of this for you and will be making my recommendation for the disciplinary action for the said agent.
[13:04] bob_ > im sending u the second one now
[13:04] Michelle.24950 > Great. I'll check my inbox.
[13:05] Michelle.24950 > Okay Bob. I have received both emails with the transcript sent by Marco and the transcript you saved.
[13:06] Michelle.24950 > I will be using these for documentation on the investigation.
[13:06] bob_ > thank you
[13:06] bob_ > can u do one more thing?
[13:06] Michelle.24950 > Is there anything else I can assist you with?
[13:06] Michelle.24950 > Sure.
[13:06] Michelle.24950 > What would that be?
[13:06] bob_ > can u confirm the current balance i current owe on my account?
[13:08] Michelle.24950 > The official balance on the account is $73.54. However I understand that you only want to pay the amount minus the expected credit adjustment, so the total should be $17.07.
[13:09] bob_ > my nomal monthly bill is around 73 so for april, may , june, the total should be around 219, my last payment was for 183.15, so i should owe around 36. the last agent i sp
oke to came up with a balance due of 56 then 17.07, neither of which is near 36 so i'm still a bit confused.
[13:10] Michelle.24950 > Okay. Let me double check and calculate everything for you.
[13:10] bob_ > thank u
[13:13] Michelle.24950 > You are very much welcome Bob. I checked on the account and the previous agent may have made a mistake in the total calculation of the credit amount. Let me just finalize this.
[13:13] Michelle.24950 >&
nbsp;I do apologize for the confusion.
[13:13] bob_ > thank u
[13:13] bob_ > glad we are able to resolve it
[13:14] Michelle.24950 > The balance for the June bill is $73.54 after deducting the $19.99 charge. So the other amount to be credited is for the May charge of $19.99 and the self installation kit.
[13:15] Michelle.24950 > Please give me a moment to get all the figures.
[13:15] bob_ > thank u, i think it should be around 36
[13:15] Michelle.24950 > Yes, the total balance minus all the credits should be $37.06.
[13:15] bob_ > 73 times 3=219 minuus 183.15= 35.85
[13:16] bob_ > ok ill send in 37.06 thank u
[13:16] Michelle.24950 > You are welcome.
[13:16] Michelle.24950 > Is there anything else I can help you with?
[13:16] bob_ > one last question
[13:17] bob_ > how do i make sure that 19.99 doesnt appear again on my next monthly bill?
[13:17] Michelle.24950 > The first agent actually took care of that for you. Your current services on the account only list the cable package. The internet service is no longer included.
[13:17] bob_ > a
lso can u tellme how u got to 37.06 as my current balance due?
[13:19]
**************************************************************************************
Michelle.24950 > Sure. The $73.54 balance was derived after removing the $19.99 charge for June. So all that was left was the credit for the May internet service and self installation kit charge, which amounted to $36.48. Minus that from the balance, and your new total balance is $37.06*********************************************************************************
[13:20] bob_ > Thank you. Are you going to send a transcript of this chat to my email in case the 19.99 comes back again or in case the credits are not correctly reflected in a subsequent monthly bill?
[13:20] Michelle.24950&nbs
p;> Sure. Can you please type in your email address again?
[13:21] bob_ > CPABOBXX@AOL.COM
[13:21] bob_ > Thank you
[13:21] Michelle.24950 > Thank you Bob. I will be sending the transcript to you as soon as this chat session ends. Is there anything else I can help you with?
[13:22] bob_ > I wish I had gotten you first today but in any event I am glad we were able to resolve all the issues.

[13:23] bob_ > No I'm fine now
[13:23] Michelle.24950 > I am glad to have assisted you, and thank you for brining this to our attention so that we can take care of it for you.
[13:23] Michelle.24950 > Thank you for contacting Comcast! We appreciate your business!
[13:23] Michelle.24950 > If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help for
ums located at www.comcast.com to help you reach a resolution independently.
[13:23] bob_ > Have a nice day
[13:23] Michelle.24950 > Have a great day!
[13:23] bob_ > Bye
[13:23] Michelle.24950 > Analyst has closed chat and left the room
Email sent at: 1:24:15 PM, 7/5/2008


CHAT LOG # 2

user d_ has entered room

d(Fri Jul 25 17:38:56 EDT 2008)>
zx


analyst Nelia.25546 has entered room

Nelia.25546(Fri Jul 25 17:39:56 EDT 2008)>
Hello d_, Thank you for contacting Comcast Live Chat Support. My name is Nelia.25546. Please give me one moment to review your information.

Nelia.25546(Fri Jul 25 17:40:03 EDT 2008)>
I am happy to have the chance to help you with your concern today.

Nelia.25546(Fri Jul 25 17:40:07 EDT 2008)>
Can you please tell me more about your concern today, D?

d_(Fri Jul 25 17:40:17 EDT 2008)>
want to know amount i owe

Nelia.25546(Fri Jul 25 17:40:49 EDT 2008)>
I can help you with that concern.

Nelia.25546(Fri Jul 25 17:40:50 EDT 2008)>
Could you please verify the last four digit of your SSN.

Nelia.25546(Fri Jul 25 17:41:51 EDT 2008)>
Did you receive my last message?

d_(Fri Jul 25 17:42:28 EDT 2008)>
2760

Nelia.25546(Fri Jul 25 17:42:55 EDT 2008)>
Could you please verify the Telephone Number, Billing Address and the Name associated on the account.

Nelia.25546(Fri Jul 25 17:44:42 EDT 2008)>
Did you receive my last message?

Nelia.25546(Fri Jul 25 17:45:53 EDT 2008)>
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.

d_(Fri Jul 25 17:46:04 EDT 2008)>
U

d_(Fri Jul 25 17:46:18 EDT 2008)>
856 354 0906

Nelia.25546(Fri Jul 25 17:46:38 EDT 2008)>
Could you please verify the Telephone Number, Billing Address and the Name associated on the account.

d_(Fri Jul 25 17:46:27 EDT 2008)>
GUDGER

d_(Fri Jul 25 17:46:44 EDT 2008)>
1513 BERLIN RD

d_(Fri Jul 25 17:46:52 EDT 2008)>
CH, NJ

Nelia.25546(Fri Jul 25 17:47:29 EDT 2008)>
Can you please verify the amount and date of the last payment made to the account?

d_(Fri Jul 25 17:47:54 EDT 2008)>
37.06

Nelia.25546(Fri Jul 25 17:48:19 EDT 2008)>
Thank you.

d_(Fri Jul 25 17:48:07 EDT 2008)>
IN JULY

Nelia.25546(Fri Jul 25 17:48:35 EDT 2008)>
Your current balance is $162.22

Nelia.25546(Fri Jul 25 17:48:37 EDT 2008)>
Is there anything else I can help you with today?

d_(Fri Jul 25 17:49:02 EDT 2008)>
WHY?

d_(Fri Jul 25 17:49:26 EDT 2008)>
LAST TIME I WENT THROUGH THIS I WAS TOLD IT WAS 37.06

Nelia.25546(Fri Jul 25 17:50:54 EDT 2008)>
Your previous balance is $93.89.

d_(Fri Jul 25 17:51:22 EDT 2008)>
Michelle.24950 > The balance for the June bill is $73.54 after deducting the $19.99 charge. So the other amount to be credited is for the May charge of $19.99 and the self installation kit.
[13:15] Michelle.24950 > Please give me a moment to get all the figures.
[13:15] bob_ > thank u, i think it should be around 36
[13:15] Michelle.24950 > Yes, the total balance minus all the credits should be $37.06.
[13:15] bob_ > 73 times 3=219 minuus 183.15= 35.85
[13:16] bob_ > ok ill send in 37.06 thank u


Nelia.25546(Fri Jul 25 17:53:34 EDT 2008)>
I do not see any credit on your last bill.

Nelia.25546(Fri Jul 25 17:54:42 EDT 2008)>
The $19.99 is for your internet before.

Nelia.25546(Fri Jul 25 17:55:20 EDT 2008)>
Do you have any other question for me today?

d_(Fri Jul 25 17:55:45 EDT 2008)>
YES

Nelia.25546(Fri Jul 25 17:56:14 EDT 2008)>
Okay.

d_(Fri Jul 25 17:56:08 EDT 2008)>
15] Michelle.24950 > Please give me a moment to get all the figures.
[13:15] bob_ > thank u, i think it should be around 36
[13:15] Michelle.24950 > Yes, the total balance minus all the credits should be $37.06.
[13:15] bob_ > 73 times 3=219 minuus 183.15= 35.85
[13:16] bob_ > ok ill send in 37.06 thank u


d_(Fri Jul 25 17:56:17 EDT 2008)>
why cant you explain this

Nelia.25546(Fri Jul 25 17:57:00 EDT 2008)>
I am not sure about that.

Nelia.25546(Fri Jul 25 17:57:20 EDT 2008)>
I do not know why the analyst tell you about the credit.

Nelia.25546(Fri Jul 25 17:57:32 EDT 2008)>
I do not see a credit for your internet service.

d_(Fri Jul 25 17:57:20 EDT 2008)>
she said 37.06 i send in 37.06 now its 162. if u cant explain it ill file a complaint with board of public utility and u can explain it to them

d_(Fri Jul 25 17:58:06 EDT 2008)>
i want a supervisor

Nelia.25546(Fri Jul 25 17:58:57 EDT 2008)>
Bob, I do not see the credit that she told you.

d_(Fri Jul 25 17:59:44 EDT 2008)>
i want a supervisor i cant make this any more clear



Nelia.25546(Fri Jul 25 18:00:12 EDT 2008)>
Okay.

Nelia.25546(Fri Jul 25 18:00:12 EDT 2008)>
One moment, please.

d_(Fri Jul 25 18:03:48 EDT 2008)>
i shouldnt be in a position where i have to beg u people for an accurate bill every month nor should i have to cut and paste a chat log that u should already have in your customer service notes. u are the most incompetent group of people yet its ironic that every time u people make an error, its always in your favor

Nelia.25546(Fri Jul 25 18:05:03 EDT 2008)>
I understand that this situation has caused you inconvenience.

Nelia.25546(Fri Jul 25 18:05:18 EDT 2008)>
I am still waiting for an available supervisor. Please hold on.

d_(Fri Jul 25 18:05:44 EDT 2008)>
i will not spend 3 hours every month goinng through this will u people

Nelia.25546(Fri Jul 25 18:06:59 EDT 2008)>
I understand where you are coming from, Bob.

Nelia.25546(Fri Jul 25 18:07:15 EDT 2008)>
Do not worry, this issue will be resolved.

Nelia.25546(Fri Jul 25 18:07:17 EDT 2008)>
One moment, please.

d_(Fri Jul 25 18:09:30 EDT 2008)>
if u have an email address i will send u the entire chat log from last time

Nelia.25546(Fri Jul 25 18:10:38 EDT 2008)>
I will now transfer to my supervisor.

Nelia.25546(Fri Jul 25 18:11:13 EDT 2008)>
Please wait, while the problem is escalated to another analyst


analyst Emerson.22552 has entered room

Emerson.22552(Fri Jul 25 18:11:21 EDT 2008)>
Hi! My name is Emerson, a Comcast supervisor. I will be more than willing to help you with your concern, Bob.

d_(Fri Jul 25 18:11:17 EDT 2008)>
emerson what is your email address?


analyst Nelia.25546 has left room

Emerson.22552(Fri Jul 25 18:12:28 EDT 2008)>
Hi Bob!

Emerson.22552(Fri Jul 25 18:13:04 EDT 2008)>
I am currently reading your chat transcript with Nelia.

Emerson.22552(Fri Jul 25 18:13:26 EDT 2008)>
Can you please tell me more regarding your concern?

d_(Fri Jul 25 18:14:12 EDT 2008)>
ill sent u an email of my last chat

Emerson.22552(Fri Jul 25 18:15:52 EDT 2008)>
I am sorry but we are not allowed to do that. You can just post it here so that I can read it.

d_(Fri Jul 25 18:16:27 EDT 2008)>
im not typing everything over again, last chat sent me email address u r lying if u claim thats not possible

Emerson.22552(Fri Jul 25 18:18:08 EDT 2008)>
Robert, you can just copy and paste the chat transcript here.

Emerson.22552(Fri Jul 25 18:19:03 EDT 2008)>
I know that this is a bit frustrating in your part but I will be here to help you as much as I can, Robert.

d_(Fri Jul 25 18:19:05 EDT 2008)>
again u r lying cause it limits u to 500 characters i want your supervisor

Emerson.22552(Fri Jul 25 18:20:19 EDT 2008)>
I understand how you feel right now. I am a Comcast supervisor.

d_(Fri Jul 25 18:20:32 EDT 2008)>
i want YOUR supervisor, i cant be any more clear

Emerson.22552(Fri Jul 25 18:21:00 EDT 2008)>
I will be needing your full cooperation on this so that we can have a resolution to your concern.

d_(Fri Jul 25 18:21:16 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:22:03 EDT 2008)>
I am already a supervisor, Robert.

Emerson.22552(Fri Jul 25 18:22:13 EDT 2008)>
I am here to help you with your concern.

d_(Fri Jul 25 18:22:59 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:23:22 EDT 2008)>
I understand that you are having problems with your bill, am I correct?

d_(Fri Jul 25 18:23:14 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:24:17 EDT 2008)>
I fully understand how you feel and I will feel the same way too if I am in your situation, Robert.

d_(Fri Jul 25 18:24:09 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:24:28 EDT 2008)>
I am also a customer outside my work.

d_(Fri Jul 25 18:24:14 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:24:51 EDT 2008)>
I will be more than willing to help you resolve your concern.

d_(Fri Jul 25 18:24:53 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:27:50 EDT 2008)>
Let us put it this way, Robert. I am here to resolve your concern. I need you to cooperate with me so that I can help you.

d_(Fri Jul 25 18:27:57 EDT 2008)>
i want YOUR supervisor, i cant be any more clear



Emerson.22552(Fri Jul 25 18:31:24 EDT 2008)>
I already reviewed your account and I can see that you have a balance due of $162.22.

Emerson.22552(Fri Jul 25 18:32:25 EDT 2008)>
It will be due on August 15, 2008.

Emerson.22552(Fri Jul 25 18:33:25 EDT 2008)>
Can we now move on to your issue, Robert?

Emerson.22552(Fri Jul 25 18:34:26 EDT 2008)>
Did you receive my last message?

Emerson.22552(Fri Jul 25 18:35:27 EDT 2008)>
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.

d_(Fri Jul 25 18:36:54 EDT 2008)>
i want YOUR supervisor, i cant be any more clear

Emerson.22552(Fri Jul 25 18:40:04 EDT 2008)>
We are now looking for other available supervisors.

Emerson.22552(Fri Jul 25 18:40:55 EDT 2008)>
While we are waiting, I can see that you have some past due amounts. Is this what you are contacting us for?

d_(Fri Jul 25 18:41:25 EDT 2008)>
i want YOUR supervisor, i cant be any more clear

136

Emerson.22552(Fri Jul 25 18:43:10 EDT 2008)>
Please hold while I connect you to another supervisors.

Emerson.22552(Fri Jul 25 18:43:38 EDT 2008)>
Please wait, while the problem is escalated to another analyst


analyst Emerson.22552 has left room


analyst Charito.15868 has entered room

Charito.15868(Fri Jul 25 18:44:04 EDT 2008)>
Thank you for patiently waiting. My name is Charry. I am one of the supervisors on the floor.

Charito.15868(Fri Jul 25 18:44:37 EDT 2008)>
Hi Bob, I will be assisting you today.

Charito.15868(Fri Jul 25 18:44:54 EDT 2008)>
Could you please tell me more about your concern?

Charito.15868(Fri Jul 25 18:45:54 EDT 2008)>
It is important for me to know if we are still connected. Are you still there Bob?

d_(Fri Jul 25 18:45:40 EDT 2008)>
i want YOUR supervisor, i cant be any more clear

d_(Fri Jul 25 18:46:03 EDT 2008)>
i need your email address

Charito.15868(Fri Jul 25 18:46:20 EDT 2008)>
You are now speaking to one Bob. How may I help you today?

d_(Fri Jul 25 18:46:16 EDT 2008)>
i need your email address


Charito.15868(Fri Jul 25 18:47:34 EDT 2008)>
Could you please tell me more about your issues? I am here to help you.

d_(Fri Jul 25 18:48:29 EDT 2008)>
i need your email address


Charito.15868(Fri Jul 25 18:49:11 EDT 2008)>
I can definitely provide an email address. I just need to determine which one to give you.

Charito.15868(Fri Jul 25 18:49:52 EDT 2008)>
Do you need to send your complaints or feedback about customer the customer service that you receive?

Charito.15868(Fri Jul 25 18:50:57 EDT 2008)>
If yes, I can walk you through the process of sending a direct email message to the SVP of our Customer services. Is this what you need Bob?

Charito.15868(Fri Jul 25 18:51:38 EDT 2008)>
This chat session will close if a response is not receive in 1 minute.

d_(Fri Jul 25 18:51:36 EDT 2008)>
i need your email address

d_(Fri Jul 25 18:52:19 EDT 2008)>
YOUR EMAIL SO U CAN READ IT WHILE IM ON HERE WITH YOU

Charito.15868(Fri Jul 25 18:53:11 EDT 2008)>
We do not actually provide personal email address in this chat session, Bob.

d_(Fri Jul 25 18:53:33 EDT 2008)>
COMPANT EMAIL ADDRESS, OBVIOUSLY

Charito.15868(Fri Jul 25 18:53:57 EDT 2008)>
You may send your feedback though to ecareonline@comcast.net. However I will not be able to view your message.

Charito.15868(Fri Jul 25 18:54:48 EDT 2008)>
You may also click on the link that says "send an email to Rick" from the following link, Bob http://www.comcast.com/Corporate/Customers/contactus/ContactUs.html

Charito.15868(Fri Jul 25 18:55:28 EDT 2008)>
Is there anything you want to tell me to help you through this Live Chat session?

d_(Fri Jul 25 18:55:47 EDT 2008)>
YOUR EMAIL SO U CAN READ IT WHILE IM ON HERE WITH YOU



Charito.15868(Fri Jul 25 18:57:47 EDT 2008)>
Your concern is my priority and I would like to assure you to that this chat session is secured.

Charito.15868(Fri Jul 25 18:58:18 EDT 2008)>
You may type or paste your concern on this chat window, Bob.

d_(Fri Jul 25 18:58:27 EDT 2008)>
YOUR EMAIL SO U CAN READ IT WHILE IM ON HERE WITH YOU



Charito.15868(Fri Jul 25 19:00:12 EDT 2008)>
I do apologize Bob. However, the only email address I can provide you is ecareonline@comcast.net and the portal link to send a direct email message to Rick Germano.

Charito.15868(Fri Jul 25 19:01:25 EDT 2008)>
As much as I would like to have your issue resolved, I will be forced to terminate this chat session if the concern will not be stated.

d_(Fri Jul 25 19:01:27 EDT 2008)>
YOUR EMAIL SO U CAN READ IT WHILE IM ON HERE WITH YOU




Charito.15868(Fri Jul 25 19:02:53 EDT 2008)>
Due to the continuous inactivity an incooperation on this chat session I am now terminating this conversation.

Charito.15868(Fri Jul 25 19:03:29 EDT 2008)>
Thank you for contacting Comcast. Your concern is our priority.

Charito.15868(Fri Jul 25 19:03:45 EDT 2008)>
If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently.

Charito.15868(Fri Jul 25 19:04:00 EDT 2008)>
Analyst has closed chat and left the room

analyst Charito.15868 has left room

Anonymous said...

Does anyone have an email address for Rick Germano?

Anonymous said...

To Rick Germano via his "I really care, contact me" site

Last week I sent you a message with my concerns over my frustration with several of your representatives. I got no response from you. I expect the same from this email. Your people don't care about their jobs and I don't believe that you are sincere about improving anything. I am now a new customer of direct TV. I am keeping my internet (for the time being) because your customer support for internet is several times better than you TV support. My final contact with your TV service people went like this:
Me: Your van has two tires that are nearly flat.
Service man: I know, they leak
Me: Low tires waste fuel and can be dangerous
Service Man: Shrugs shoulders

This I don't give a s..t attitude is endemic in your company. It seems to start at the top. Again I do not expect a response, I doubt if anyone even reads these at Comcast except for laughs at the company picnic.

Anonymous said...

The following information was submitted from the Comcast Web site:
>> Name: Tony >> Problem: General Inquiry/Other
>> Address:
>> City: flushing
>> State: MI
>> Zip: 48433
>> Home Phone:
>> Email: comcast.net
>> Re: Web Form Submission: General Inquiry/Other
>> Browser: IE
>> OS: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1;
> AntivirXP08;
>> .NET CLR 1.1.4322; .NET CLR 2.0.527)
>> -
>> Comments:
>> I received a call from a comcast rep that identified herself as
> Jessica
>> (Aquino)at 734 667 1022 ext 4920. She said that my equipment was no
>> longer any good. She does not return my calls. I am currently in
>> "Comcast Hell" on your phone system. If you cannot resolve this I will switch to Direct TV. Let me know, I can be reached at 810 8:00 am to 4:30 pm m-f. I do not put people on hold for hours, record the calls or generally treat them like crap the way your company does.

Dear Tony
>>
>> We apologize for the inconvenience you've experienced.
>>
>> Your account reflects that you have scheduled a change of service
>> appointment for 07/22/08 between the hours of 6:00pm and 9:00pm. If this
>> appointment is not convenient for you, please forward some dates/time
>> frames when you would be available and I would be happy to try to
>> reschedule your appointment to a time that is better for you.
>>
>> If you have any questions regarding the above information or if I can
> be
>> of assistance to you in the future, please feel free to contact me or
>> call 1-888-COMCAST.
>>
>> Thank you for choosing Comcast.
>>
>> Sincerely,
>>
>> Dale
>> Comcast Customer Care Specialist

Dale,
> I have NOT scheduled service. I am getting Direct TV. I think that you
> have
> too many customers to handle and I do not like the way I have been
> treated
> by your cable TV department. The exact opposite is true of your
> internet
> people. They answer promptly and they are courteous. I had a call
from
> Jessica stating that my equipment was defective. She refuses to
return
> my
> calls. The rep I did finally talk to offered to pick up the defective
> or
> obsolete equipment for a fee. I declined his "generous" offer. DO NOT
> SEND
> ANYONE OUT!!!! I'll ship it back.
> Tony
Dear Tony
>
> Thank you for the additional information needed to assist you.
>
> You do have the option of going to your area's payment return the
> receiver.
>
> Since it is likely there will be several payment centers in your area,
> it will be easier for you to determine which one is closer to either
> your residence or your place of employment, by following the link I
> provided below.
>
> https://www.comcast.com/Localization/default.asp?referer=/membership/Locate_Payment_Center.asp
>
> Once you access that site you will need to enter your ZIP Code and
then
> click on continue. If the system cannot determine your payment center
> location by your ZIP Code you may be asked for more information to
> clarify your location. Select the area you live in, and click on the
> shop by zip button.
>
> Please note that there will be a charge of $21.94 to complete your
> downgrade request. This charge will appear on your next statement
afger
> completing this change.
>
> Again Tony I apologize for the inconvenience and thank you for your
> understanding.
>
> If you have any questions regarding the above information or if I can
be
> of assistance to you in the future, please feel free to contact me or
> call 1-888-COMCAST.
>
> Thank you for choosing Comcast.
>
> Sincerely,
>
> Ursula
> Comcast Customer Care Specialist

Dear Ursula
This is one of the most idiotic things I have ever heard.
1)A company calls you up and tells you that their equipment is no good.
2) You wade through the phone system from hell to be told that there
will be
a $20 charge to pick up the defective equipment.
3) A rep sends you an email telling you that you can return the
defective
equipment and be charged 21.94!!!!

Does this actually make any sense to you?
If it does I predict a long career for you in the bowels of Comcast's
"customer service".
What about ATT DSL for my internet and Direct TV?
What do you charge for that switch?
I think that you no longer want me as a customer.
Very Sincerely
Tony
cc Rick Germano - SVP Customer Operations, Comcast

Dear Tony

We apologize for the inconvenience you've experienced.

The previous representative did not tell you that returning the
equipment would cost $21.94. She said that there is a fee of $21.94 for
downgrading your service to Limited Basic, which is what your account
states you are doing. This fee exists because a technician is required
to come to your home and place a trap on your outside line to complete
this downgrade.

If you need to schedule a service call to simply exchange the defective
equipment you currently have for fully functional equipment, no charge
would apply.

If you have any questions regarding the above information or if I can be
of assistance to you in the future, you can either write me or call
1-888-COMCAST or 734-254-1698. I am available between 2pm and 11pm any
day other than Mondays and Thursdays. (These are the days we have naked office parties)

Sincerely,

James
Comcast Customer Care Specialist

James,

This is one of the problems dealing with anonymous "customer service". The previous representative was not a "she" he was a "he" (I think- named Delphio). He mentioned no "downgrade fee" at all. (WTF is a downgrade fee anyway?) Unless you also go by the name of Delphio or you listened to the recording of our conversation how would you even know what was said? By the way they didn't tell you.... a computer answers those phone numbers, asks if you want English gives you a bunch of non applicable numbers, and then hangs up after 20 minutes. This whole incident was initiated by someone who purportedly works for Comcast calling me.
Tony

What are the chances that I will ever communicate with the same person twice? Or are all of these replies automatically generated?

Cc Rick Germano

Malibu Amy said...

Here is a copy of the email I've sent to pretty much everyone i can find at comcast this evening regarding my experience today...

Hi Rick,
I wanted to send you an email and let you know what HORRIBLE service I received from Comcast today. I was a Comcast customer for a few years before this, but after moving back in with my parents I had no choice in our cable provider. I decided to come back when I moved this month. I had an appointment scheduled for today between 12 and 2. As it is my day off from work I had a few errands to run so I got up early and made sure to be home by 11:30 - just in case the tech showed up early. I called at 1:30pm to confirm that my appointment time was correct. I was told that yes, I was scheduled between 12 and 2 and not to worry the tech would be here by 2 and if he was running late someone would call me. I called again at 2:10pm and was told Dispatch would call me with in 10 minutes with an e.t.a. on the driver. At 2:45 I still had yet to receive a phone call, so I once again called the 800 number. I was issued ticket number 617719 and told I would have a call back with in 10 minutes. At 3:30 I called back again - still no phone call from dispatch. This time I spoke with Ivan who said he was a supervisor at the call center. He told me the technician was running behind and had to have 2 other technicians come out to help him on an install, but would be at my home with in 20 minutes. At 4:40 I still had no phone call from dispatch or Comcast Customer Service and no technician at my home. I called back again. This time I was told that Ivan would be calling dispatch and would call me back in 5 minutes with an update. At 5:03 I received a call from another lead at the call center. Using his best "the customer is stupid voice" he explained to me that the technician assigned my request was stuck at his install and gave me the information that they are a call center and aren't in the same location as the technicians so someone can't just hop in a truck to come out to my house. I understand that, I knew that going into the situation. I also understand that problems arise and things don't always go as planned. That's ok BUT I told him the problem is - I'd been told twice I would receive a phone call and didn't AND given times to expect the technician, but no one arrived. All I needed was a simple phone call from someone when that technician got stuck that said "Hey, our tech is in a bind we're not sure when he can get out there - can we reschedule him for tomorrow morning instead?" Also, why is it that 2 technicians can go out to help someone on an install BUT they can't send another technician out to do my install. What frustrated me even more was when I got angry and frustrated with the service I was receiving your lead did NOTHING to try and save me as a customer. He told me to just cancel my order. What the hell kind of customer service is that? I've worked in retail before, I've had customers way worse than me before and no matter how much I wanted to tell them to go fly a kite I knew that it was my job to make the situation right and save them as a customer. Today is my roommates birthday. I didn't get to go bowling with him, to lunch with him, to the movies with him and now I'm missing his birthday dinner because I've been sitting at home all day waiting for your technician to arrive at my home. What your company's lack of respect for its customers took away from me today can't be given back and honestly I don't really think you guys care. I canceled my request for service from Comcast. In addition to sending you this letter, I will be emailing EVERYONE i know and letting them know about my experience today so that they are aware of it and hopefully will never get comcast service. BTW - the customer service rep at Dish Network asked me to tell you guys thanks - he's very excited to have me as a new customer.
Amy Gowan

Anonymous said...

I just moved to FL and had a lot of problems with Comcast, very similar to others..bad install, many calls to customer service, etc. I sent an email to Mr. Germano on the website yesterday. Today I received a call from someone in the corporate office who apologized and said that someone from my local area would call. About 30 mins later the call came and all of my complaints were addressed. I initially offered a remedy for the situation and this was acted upon by the company. I was very surprised and happy for the good outcome! Good job Comcast!

Anonymous said...

Here is the email that I sent to Rick. Comcast has a horrible customer service structure and it seems like it is them against the customer when it comes to dealing with people who have encountered major problems with their service. Very very dissapointing. It appears that Rick is trying to steer things in the right direction. With that said changing a companies culture can be very difficult and takes a lot of time. Good luck Rick, Comcast has a long way to go....

"My name is John Burleson and I am a new customer to Comcast. I just moved to Houston from Austin where I managed a sales team for Dell computers. I have a great deal of experience in the services world and know what level of service I should receive in my situation. Comcast has completely failed to live up to these expectations.

I have had issues with my Digital cable service since day one and have had a very hard time getting it fixed.

I have received the run around from a few different reps and I believe the most unhelpful lady I dealt with added a comment to my account because now no one will help me. I was not rude to her I simply asked to speak to her manager since she was not taking accountability for the troubles I am still facing. She put me on hold for a very long time and finally transferred me to her managers voicemail.

I proceeded to leave him a voicemail and when he called back he left me the 1-800-COMCAST number without an extension, which is very unprofessional.

I had a technician come out this past Tuesday, September 2nd. He did not fix the problem and left without the service working and did not give my girlfriend a receipt even after she asked for one. I called in during my lunch time and had a very nice lady, Rose at extension 4537, set up an escalation. She said they would come out that evening to fix the problem. That never happened and when my girlfriend called in this afternoon they told my girlfriend that they would not come out until September 10th.

This is completely unacceptable! What is going to be done to make this right?

Anonymous said...

I haven't read all the postings so I don't know if anyone else commented on this already, but I tried to use the Rick Germano link on the comcast web site, and after typing all the following in (lucky I saved it off first) when I tried to submit, it timed out after a couple of minutes. So I figured I'd post it here instead since it appears that comcast just does not care:

============================

I just wanted to provide some feedback on a few things:
--------------
First, I absolutely HATE your online help! Anytime I click on something, I get that stupid "loading content" that takes 30 seconds or more just to load a page. So I wait and I wait, only to find out it doesn't have the answer I need.

If it were a regular page, I could right click the link and say open in new tab or new window. That way I could open several links at the same time and the wait wouldn't be as much of a hit (plus it isn't usually anything close to that amount). This is what I do with most web sites. That way I can switch back and forth between the pages.

BUT NO .. on your pages because you are using the < SARCASM >"latest and greatest technology"< / SARCASM > I can't do that. Instead I must wait and if I have to go back to the referring page and try again, I must endure another 30+ second wait.

I don't really see anything you are gaining with using flash technology (or whatever it is). All I see is that it is a MUCH MORE FRUSTRATING user experience. Especially when after waiting all the time, I find out that the link was bad and it can't find the page.

This is akin to the VISTA vs XP controversy. Add a whole bunch of overhead for little or no visible gain (at least from the point of the end user). Loading those comcast help pages feels like going back to the early 1990's and using a 1200 baud dial up modem.

I finally gave up after about 6 tries to find what I want and searched the internet.

I had much better luck getting comcast help on the Internet then I did on the comcast help pages.

-------------

This all started for me when I received a "Comcast Customer Security Assurance Notice" e-mail claiming my computer was used to send spam and that's why it was being blocked. This was a load of crap.

First of all, I can understand why you might want to block open access to port 25 (smtp) because it does make spamming easier.

But please don't insult me by claiming that I am generating spam. I do a virus scan EVERY NIGHT. My computers are behind a Hardware router with a built in firewall. I use McAfee SiteAdvisor to verify sites before I visit them.

AND I CERTAINLY DON'T CLICK ON LINKS IN UNSOLICITED E-MAILS LIKE THE ONE I RECEIVED FROM COMCAST WITH A LINK THAT WOULD SUPPOSEDLY FIX MY PROBLEM. This is EXACTLY the type of e-mail a phisher or virus writer would send. I can't believe you would actually send something like that. The links aren't even in the comcast domain. I know that comcast.net is a valid domain, but how do I know that comcastsupport.com isn't owned by a hacker? Why not at least put it under support.comcast.net? or support.comcast.com. Then I would at least know that comcast controlled that sub-domain and be more inclined to trust it.

If you want to require an alternate way (port 587 with authentication) to send outbound e-mail, that's fine. But how about giving some advance warning that you are turning port 25 off and I need to switch. By the time I got the e-mail, my wife had already been having problems trying to send out e-mails for a couple of days.

Your company did a similar stunt (although even worse) when we were transitioning from adelphia to comcast. You turned off smtp (but not pop3) on mail.adelphia.net without telling ANYBODY (including your customer service reps who were also clueless). I had to figure out the problem and tell you rep what I did to get it to work.

This affected everyone in my area who was using a REAL e-mail client rather then your web interface. I talked to one person whose e-mail was down for a whole week.

In the long term, this is not the kind of behavior that endears you to your customers. Yes unfortunately you can get away with it when you are a monopoly, but that is no longer the case.

In fact I'm on the list to be notified when FIOS arrives in our neighborhood.

P.S. I just want you to know I took at least an hour out of my time to compose this message, so its not like I just fired it off quickly in a fit of pique. If it had just been one of the things I mentioned above, I probably would not have bothered. It was the combination that really sent me over the edge.

Anonymous said...

To: Rick Germano,

Questions regarding your recent email RE: Acceptable Use Policy (AUP)

1. Will you be providing customers with a way they can keep track of their usage?
2. If not, then how will your customers know when they are going to exceed the 250 Gigabytes (GB) specific threshold?
3. Do your Business customers use a different cable system than residential customers?
4. If not, then is your plan to create more business plans for your company, thereby increasing your bottom line?
5. Is it true that your telephone service requires a certain amount of broadband to operate without trouble, and your telephone service accounts for a large amount of Comcast’s revenue?
6. Do you feel that your company has advertised faster service than dialup service or broadband over telephone, lines and now that you have captured many customers you are having problems providing the service you promised?
7. Is it true that in order to provide your customers with this promised service without broadband problems you would have to invest a great deal of your profits to replace antiquated equipment that will allow greater broadband usage?
8. Now that you’re providing telephone service you fall deeper under the FCC laws. Do you feel that the FCC would breakup Comcast as they did the ATT/Bell conglomerate?

I do hope you can answer these questions within this blog for all to read.
Thank You,

V.S. Florida

Anonymous said...

Dear Rick -

I really hate to use sarcasm, but it is impossible for me to take your company seriously anymore. So, with that said, I would like to congratulate your employees on the best bait and switch job that I have personally ever been a part of. As I was transferring my internet service to my new address, your representative assured me that I would be able to keep the same rate for 12 months. After agreeing to this rate, I was billed at a rate $20/month higher than the agreed upon rate. After contacting your "customer care" department, I was told, "sorry" we can't honor the rate we agreed to. But we can offer two options that are obviously slanted in our favor and not market competitive. No thanks. You have just managed to successfully top the list of the most unethical companies I can imagine. You have instantly become masters of the bait and switch technique with no apology or even attempt at restitution. I directly blame you sir because, in fact, if you would fix the underlying process failures, you wouldn't have to deal with all this backlash. Community forums and listening to customers face to face will not fix it. Have you ever heard of Six Sigma? It's not rocket science. Do what you say you're going to do everytime and you will eliminate 60% of the problems you run into on a daily basis. Think about that for a second. Think of the cost reduction you could achieve...
Finally, customers only expect companies to live up to their end of the service. If you tell me that you will provide X service for Y dollars, THEN DO IT. Don't wait for the first bill and then hike the rate $20/month. That's an absolutely atrocious way to do business. Stop talking about it and execute...

rfmich said...

So I'm seeing two problems here. The first set are structural, and I'll give you the benefit of the doubt that you are working on those. I personally have seen some incremental improvements and I understand that it's hard to steer a large ship like Comcast quickly.

The second set are people problems. Comcast as a few people that are quite good but quite a few as well that really should be looking for careers outside of customer support. Comcast needs to find those people and cut them. In my area (central MI), I find the Comcast uses contractors for installation and service calls. Some are very good, others are very very bad. Comcast needs to find metrics for distinguishing between the two, and cut those that don't make the grade.

My mom's service is a case in point. She's had intermittent cable TV and internet problems for the last year+ or so. Someone comes out tweaks the boxes leaves and then someone else gets to come out later. I've suggested that there might be something wrong with the cable itself, or the drop to her building, but the people who come out seem uninterested in root cause analysis.

Some of this is the pay structure. I talked with a contractor.. He told me he gets paid a fixed sum per call. That's really nice cost control for comcast but it encourages the contractor to get in and get out. That means..tweak the box for 5 minutes.. take the money and run.
There's no incentive to find the problem.. just pile up as many calls as you can per day.

Sadly, some of the people that need attitude readjustments are in management as well. An you'll never be able to steer the ship as long as you've got people who are not customer focused setting things like bandwidth throttlig policies and so on. For readers who don't know what I mean see e.g.:
http://blog.wired.com/27bstroke6/2007/11/comcast-sued-ov.html

or http://blog.wired.com/monkeybites/2007/10/comcast-traffic.html#previouspost

and finally http://news.cnet.com/8301-13578_3-10004508-38.html

where comcast gets slapped by the FCC for this behavior.

Ron.

Anonymous said...

Comcast sent a "Customer Security Assurance" letter to me last night saying my computer was sending spam. It was not. I called them to ask for proof. But, before I even talked to a person, I had to listen to a recording telling me to use the "fix" to change my port if I got the email from them stating I was sending spam. Hmmm --they must send that email to a lot of people? I did the fix, but I still wanted some proof. They can't give me any. It is all "anonymous." I'll bet if law enforcement wanted to know Comcast could tell them everything that happened on my IP address. They said an email I sent in the last few days was probably recognized as spam. I have not sent any. Then they said my unsecured router had been used. My router has a password and I don't live near anyone. I run virus scans weekly, and I ran one after their letter and had no virus or malware on my computer. My computer has been off most of the time the last few days. I believe this is just to get people off port 25, but they cannot just tell people to switch, they have to make it look like they have a reason. They realize if they just do a mass shut down of port 25 down on their customers without a reason they are going to be flooded with calls. My guess is they have been sending this email to "batches" of customers over a period of time to avoid the huge amounts of customer complaints. If you just want to close port 25 Comcast, just say it is a security risk and do it. One of these days you are going to send this email to someone (like my mother) who hasn't even had their computer on in a month. Then how are you going to explain it?

Alyson said...

Great work.

Universalist said...

Just found this site. I have trying to resolve a misbilling problem since February 2007. After several calls to customer service with assurances it would be corrected, I started getting letters from a collection agency. I've called numerously, and they keep giving me tracking numbers. They have the full history of calls on some computer, and each agent recognizes that no one has ever followed up. But they response is always that they can only submit the issues through the computer but have no way of following up. Nor do they know how I can contact someone who can actually do something. TWO YEARS IS RIDICULOUS!! South Floridians need to demand better service or another company.

Anonymous said...

I sent a message to Rick with a complaint and I am switching to Direct TV...(KMM36963293V26276L0KM)‏
Comcast is horrible!!!!Never again...ever

Anonymous said...

Ever Since Comcast bought out Patriot Media in NJ, The prices almost doubled!!!! yes doubled, the service has gone down the toilet, Customer service is retarded and your techs just don't care. They sent me 2 Adapters for the digtal cutover on June 12th. I was on the phone with them for 3 hours and no one could get either of the "Home Install" packages to work. Now because of this crap company I have to take a day off just so they can fix the DTAs. The town next to me already has a class action suit against comcast for the reasons mentioned above. There must be some sort of regulation for these companies that take your money and give you nothing in return. rick has his head up his ass as well as his "Leadership Team". Can't wait for FIOS to come to town. Comacast will lose thousands of customers as FIOS is rolled out.

Karma, baby Karma.

Anonymous said...

Why dont you start your own cable company?

I love how people who usually create their own problems such as not paying their bill on time want to cry about it later when they can not get their problems resolved.

I also love how these customers expect Comcast to be responsible for their crappy 50 year old cable in their house when the stuff doesn't work.

Most of you have absolutely no idea how cable even works yet you are the first to jump up and cry your ass off when something goes wrong and usually it is your own fault.

That is why the technicians dont care, because they are tired of hearing these lazy ass customers complaining about stuff that the customer should have fixed on their own. They want Comcast to rewire their house for next to nothing, on the drop of a dime. Maybe you should hire an electrician to rewire your house, most of them don't do much better work either. You'll be calling a technician to fix what your electrician did wrong.

If you think any of these other companies are any different please by all means go and sign up for their services. I know you all love the BLAZING fast DSL that comes alng with Direct TV as well as their expansive OnDemand selections.

The problem is that you have two types of customers, the leading edge customers and the ones that get dragged along. You guys crying about DTA's because you have lived with basic cable since the dinosaurs and then you wonder why you have all these problems, while the real customers already have HD DVR's and their stuff is working fine.

Is there a web site for cryingcustomersmustdie ?

rfmich said...

"Why don't you start your own cable company..."

You have some legitimate points however not all and not even most of the issues raised here match your profile of the whining user. I can cite my experience:

I did nothing wrong with billing I was 100% up to date. I had two accounts one for cable one for internet. Internet was paid by my employer and that was why there was that separation.

Comcast started up a new billing system about 2yrs? ago. At that time someone decided that my cable account should be billed for internet...both now and in the past and I got a rather large bill.. while continuing to be billed for internet on the other acount.

This issue took three months to iron out each contact I had with comcast I was assured that
1. The problem would be fixed in future bills.
2. I would be credited to wipe out the overcharge

Each time the problem was back no credit, double billing the works. In the end my employer gave up paying my internet (which I do use to provide home support for a major national physics research lab as well as to work from home) and finally with the accounts merged, comcast's billing dept. was able to sort this out confessing that their new billing system had not anticipated two accounts sharing the same cable plant.

Comcast Plus on this: After first providing this tale here, evidently Rick Germano or someone in his office had our regional VP for billing contact me personally and as a result of the discussion, gave me 3 months free service to compensate for my hours on the phone and loss of some goodwill with my employer.
Comcast Minus: The regional VP for billing promised that she or someone in her office would follow up with the results of a "lessons to learn" meeting they were going ot hold on that case and never did.

Skip ahead to this year. An incident I did not yet report.

I switch my phone to comcast digital phone. The tech comes out to swap the modem for the phone capable one. In the process he
1. Unplugs the power to my wireless router and then plugs it into the wrong power converter frying it.
2. Leaves without actually calling comcast to provision either the phone or switch the internet provisioning to the new modem (this was before I knew he'd fried my router so he wasn't fleeing the scene of the crime). Left the old modem at my home (which he was supposed to have taken with him).

So I get to call comcast.. get them to provision the equipment, then when it's clear that indeed my router's been fried I get to go out and buy a new router.

So please explain to me why I'm just a crying customer? Oh my day job? I write software for distributed systems, and have been responsible for a computing/data center with much more storage/compute/network bandwidth than you can count.

Anonymous said...

7/6/09-called with mother to have changes made to her acct.. Rep (Alicia) asked for her acct #, her SS#, and her phone #.
7/7/09-Rep made all the changes to the wrong acct, as in mine! I do not live with my mother, I do not have the same acct# or ss#. Called and spoke with Keisha, Juan, Alex, the Retention Dept, etc. Any changes they made just enhanced the problem. Spent 2 hours on the phone.
7/8/09-Spent another 2 hours on the phone. Told I would get a call back. No call back.
7/9/09-Still not rectified, still no return call. Tried emailing and get ridiculous computer generated responses. I have lost TONS of business because of this, yet no one cares. Emailed Rick Germano, no response.

Anonymous said...

Comcast tv out of sync 1 yr to present (7/09). their inept phone people say they've never heard of it. they say its my tv or the box even after i already told them it happened @ 3 different homes (3 different boxes)in 3 different counties. they make me wait 6 hrs for technician to arrive. he' 2 hrs late. he says nothing is wrong & wants me to sign form to that effect. i refuse. finally he admits he has poor eyesight but doesnt want his boss to know or he'd lose his job (what inept medical screening person passed him?). he said if i didnt sign form it would be recorded that i was a no show for the appt. What?!
i found an email address on comcast website to get personal reply from a "higher up" (Rick). "Rick" calls, lvs message but no phone # and never called me again. i just relocated his Write Rick" link and sent him another request. i want the problem fixed AND refund for the past year of the audio & video being out of sync. (the video lags behind the audio). it is on several channels. ive given list of which channels to the phone reps numerous times. calling cust svc is too unnerving. as well as having "technicians" come to my house. the problem is on COMCAST'S end. fix it! just because the average customer does not notice the problem or does not take the time to report it does not mean it is not an issue. they need to take time to look closely at each channel and they will see.

Anonymous said...

Customers are actually far less intelligent than employees. I'm a former employee of Comcast and I can guarantee you this. If you can't figure out how to use the products on your own you shouldn't sign up for Comcast. It's easy. We don't feel like babying the baby boomer and senior citizen generations through self explanatory tasks. The guy is complaining about customer service on here because they have to verify they are authorized on the account? I can write a book on how many bad things have happened to accounts because people who weren't authorized called in. Swapnil: Graduate from college, show us your degree, and then feel free to come back and talk to us.

Robert said...

I would love to hear from Mr. Germano. I have been trying for 4 months to get my service fixed. I have had multiple techs come onsite during mid-day hours despite the fact the problem occurs 98% of the time during prime time evening viewing. Of course there are no techs working at that time, who watches TV during prime time?


I have tried getting escalation from the "customer service center" but so far have only succeeded in having my calls closed out and ignored or escalated to the "supervisor" who is just a tech on super duty. Seems no-one works at comcast above the rank of phone support.



Seems comcast doesn't really care if I'm happy as long as they get their money.

Anonymous said...

LOL. I truly feel sorry for Rick Germano. Even though I used to pay Comcast $230+ a month, Comcast is just about the worst company I have ever dealt with. A monopoly by most current standards, it is very apparent that no one in a suit at Comcast could care less about their customers. After 3 straight appointments where the techs stood me up (without a call or anything), I bit the bullet and canceled my service. Not a single attempt was made to retain my business. With FIOS spreading around the country, it is only a matter of time Comcast learns that dopes like me who pay close to 3K per year have been so alienated with atrocious service, that we will NEVER return to them as a customer.

Anonymous said...

How absurd is it that comcast makes you call to get a credit when there is an outage. I expereince service disruptions at least once a week. The time it takes to call in a get a credit for a couple of bucks takes so long, most people must hang up (like me). If comcsat knows that there has been outage in an area, why cant they just own up to it and automatically credit the effected accounts. Maybe by doing so, it will cause them to reinvest a little of my $250/month in a little redundancy.

McCrank said...

Rick,

I am a first time user, getting Comcast in my unit. I was excited at first with nothing bad to say about cable. However, I have since had 6 technicians out to my home in San jose, Ca at 1550 technology Drive. None of them can help figure out why a 15 minute job has taken up almost three days and 12 hours of my time - calling, scheduling -- all costing the company money. I would like for you to call someone in the SJ baya area dispatch and get my unit issues fixed with someone qualified to help. I find that the customer service, technicians, supervisiors etc are all not willing to be responsible, helpful, accountable and customer based. They often have the wrong notes in the CMS, don't comprehend the string of issues and how problems may be tackled, don't want to help resolitions (because the company is too big, they get put out on a wire). I would like UR help in resolving my issue -- show us that you are dedicated to sweeping change, not just from systems but from genuine people.

Anonymous said...

I changed my internet and phone service for one of my two phone lines to Comcast on 10/2/09 to take advantage of the Triple Play offer. The week prior to that Comcast sent individual to do the service and that individual was not in a Comcast uniform, drove a plain, unmarked truck and had no Comcast or other identification. I had to refuse him access to my home due to his lack of identification. When I called the Comcast service dispatch department, Comcast said that they would waive my installation fee since I had waited for four hours for the inappropriate service and I would have to wait for another 4 hours on a different day to get a properly ID’d service representative.

The 10/02/09 service call was a disaster...the service rep switched both my phone lines to Comcast and disconnected my alarm system. And the installation process took forever and left the entire underneath area of my desk inaccessible and a mess. And contrary to verbal advice when I scheduled the install, the rep refused to install my WiFi modem. Once I learned that my alarm system had been disconnected and after repeated phone calls and long periods on hold with Comcast, AT&T and Bay Alarm and Comcast’s repeated insistence that Bay Alarm would have to fix the problem (which was not truthful), Comcast finally sent someone out to fix the problems on 10/27/09. As far as I know, my systems are finally fully functional.

Imagine my surprise when I opened my bill today and found two service charges for 10/27/09. After 25 minutes on hold for a supervisor (when I was told by “Michelle” that it would only be 2 or 3 minutes), Zuly NoLastNameCustomerServiceSupervisor (Emp #FAMA0508) agreed to credit only one of the two service charges that appeared on my bill this month (the one for 49.95 for the repair to Comcast’s disconnection of my alarm system), but would not credit the other charge (27.99 which she said was for the "repair or install of a phone jack"). I can only assume that this refers to the 10/27/09 service rep's comment that the 10/2/09 service rep installed everything wrong and it had to be redone. I am not aware of any work on a phone jack that did not relate to the initial disastrous install job. Needless to say, I am not paying that 27.99 service charge either. I am sending a check to Comcast today for $211.89 which is what I owe less the two service charges.

I have never had such miserable customer service from a company that advertises so hard for my business. I must have had hundreds of Comcast postcards about Triple Play.

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Anonymous said...

I have 9 years of problems, can no longer deal with comcast. Called my senator: mi residents can go to MI.GOV/mpsc to file complaint and they have to respond.

moondanc said...

Up until today, I too thought "comcast must die." I've had fairly good service from Comcast up until the last calendar year when it went from bad to worse because of equipment failures. We finally found a supervisor who corrrectly diagnosed the problem-- after 13 months-- they hadn't replaced a splitter in front of our house.
I contacted Mr. Germano's office and spoke with "Lionel"--our first conversation didn't go too well because I was very irate and he didn't really understand the full range of my problems. Today, I had another conversation with him and he was courteous and polite (although he asked me not to scream :-) and we resolved the probably in a way I think is very favorable to me. They actually took responsibility and almost made us whole. All of this thanks to a wonderful tech, Gerado, who after 13 months diagnosed the problem within 5 minutes-- and then corrected it. If only there were more techs like this!

Lifesabeach said...

Will someone please tell me why I can't get full service on my digital TVs? Why do Comcast service people keep telling me I need a digital-to-analog convertor (DTA) box on my digital TV which makes no sense. Why am I now missing most of the channels above 33 on my digital TVs? I've been trying to solve this for 3 weeks now.

Lifesabeach said...

Comcast people give me a different story every time I speak with them on the phone or chat. They told me the intermittant lack of service and/or total lack of service is due to "sun spots", they said there was a "satelite upgrade" in progress to be completed 4/20/10, they say my QAM tuner works like an antenna and the air-bourne signals are unencrypted but the cable wire channels are encrypted, they say Comcast is now scrambling the channels and the DTA is really a de-scrambler. Surely, I can get a straight answer here. Also, when they stuck a DTA box on my beautiful new digital TV, it caused my TV to receive 1 analog channel and 0 digital channels. This is stupid - I want to receive the digital channels from the cable wire on my digital TV. Help!!!!

R said...

Comcast has the worst customer service....I have been a customer for 12 years... paid $250 / month... my service was disconnected with checking with me in seconds.. My wife and I had to get on our cell phones for hours 4 timesin the past 24 hrs... only to get a run around and lies from customer support.... our service is still out.. I hope and wish comcast goes down ... and wish there was another cable company to complete with them.... the monopoly is just killing us the customers.. THE WORST COMPANY THE WORST SERVICE.... I plan to take this up with my senator and alos see avenues to sue...please join me in stopping them from making more lives miserable...

Dan said...

Great customer service. If there was any competing product in my market I would switch in a heartbeat.

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Anonymous said...

Can you please get RICK GERMANO this MESSAGE!!!!! For Cripes sake! I've been trying to send this very email ALL DAY!


Hello. I just wanted to make you aware of a situation. I bought a new laptop at Best Buy on Saturday & was told about Comcast high speed internet. I currently have centurylink, but I was told that I could get faster service with Comcast. I called Comcast and spoke with a nice woman about signing up for a triple play. I currently have directv, but this triple play deal was supposedly going to save me a lot of money. So, I set up installation for Tuesday evening (tonight). In the mean time, I told several people that I was switching to Comcast. Every one I spoke to warned me not to go with Comcast. Everyone said that I would be disappointed. Horror stories. I didn't heed the warning because I felt like I needed to find out for myself. So, the installer came tonight and began wiring for my service. He was very nice. Before he started on the cable wiring, I said, "I just want to make sure that the wireless internet works in the bedroom." He said, "I didn't set you up for wireless because your service order did not specify that you ordered it." I called Comcast and talked with a man who was pretty rude to me. He said that I would have to pay 150 more dollars and buy a router, which I was completely willing to do. Then he said, "Obviously you didn't make it clear that you wanted wireless when you placed the order." I told him that I just purchased a LAPTOP and I specified High Speed WIRELESS and asked if I should buy the wireless router myself, but the lady told me that they have it and not to worry about it. He said, "Well, whatever." I'm completely appalled that I was talked to in this way. Here I am, a customer WILLING to give up my CenturyLink and Directv Services. I told the man on the phone that I no longer wanted the Comcast service and he said, "That's no skin off my butt, ma'am." I'm floored. Please understand that THIS is why your company has such a terrible reputation. I understand that things happen. That there are issues everywhere, but your people compound the problem with their attitude. I'm so upset that this didn't work out, but I'm VERY glad that I found all of this out before my CenturyLink and Directv accounts were closed. Now I have joined the many people who despise Comcast. And I will be sure to tell everyone I know this story. Thanks for your time.

Frim said...

Mr Germano

i have just moved to the US and I must say that my experience of US customer service was very good until I started dealing with Comcast. All I want is cable installed at my apartment can this be so hard? The latest situation is that I have had to take time off work (not good for a new employee) to wait for a technician who was supposed to arrive today. After waiting for 4 hours, I phoned the call center only to be told that someone had come and I was not home. What utter rubbish!! I here the only time. I later deduced from your call center agent (Jesse, who was ridiculously unhelpful) that the technicians are not equipped with mobile phones. Since the only way to get into my apartment building is to phone me and I walk down to let a person in, I presume the technician arrived there and just walked away. For heaven's sake!! Couldn't someone just have called me and let me know he was downstairs. i requested to speak to a supervisor (apparently his supervisors are Ron and Vinton) and none were available. They said they would contact me and it's been 8 hours and no return call. Now Jesse has the pomp and audacity to tell me that I will need to be further inconvenienced by having to take another day off from work to sit and wait for another technician on the 5th of June. This is ridiculous!!! First of all, since the fault lay with Comcast I suggest the inconvenience be borne by yourselves. Secondly, it is unacceptable for me to wait any longer. I have been waiting for over a month for this. So my request is simple, someone needs to arrange for installation preferably within the next 24hrs and preferably after business hours.
I started with Comcast in April wanting the triple play. Nothing has worked and now I am with Verizon telephone and internet who set everything up in no time, and had everything running, while I was still fighting with Comcast. I have only cable left and i am still fighting with Comcast.

As the head of customer service I am sure you are aware that making the barrier(s) to entry to your business services so high is clearly counterproductive to your endeavor to succeed. I hope your response will significantly lower it for one exasperated customer. Clearly I cannot post my details on this public forum so please can you exercise your authority here and get me someone who I can contact who can resolve this expediently and effectively without some more annoying run around. I will check back on this post

Thank you

Bruce Doran said...

As of this week I have logged over 50 phone calls to the Corporate Complaint Department and Customer Service. The latest response I received from a Local Manager was
a suggestion that I find another provider.
On my desk I have a tri-fold color pamphlet with a picture of Dion Canady and his direct phone number.
(941) 342-3585
After 4 months of trying to contact him, he finally spoke with me and agreed that his "people" had mishandled my service problem.
None of his promises have been kept since and my service is still out. Now he will not return my calls.
What a waste of money this expensive brochure was!
If anyone has a suggestion of how to complain more effectively, I am www.brudor@aol.com.
My Comcast E-mail does'nt work so don't contact me there!

BOOMER said...

Last night I endured a very unpleasant experience with your customer support that was not typical of the good service I have received for over ten years with Comcast. My first thought was to cancel all my services with Comcast but I wanted to see if there was any reasonable explanation. Let me explain. I have had both cable TV and high speed Internet with Comcast for over ten years in my home, my payment history during this time has been perfect. I was told by a Comcast rep that I needed to exchange my modem, which was outdated, for a new one. My wife stopped by the Comcast office in Independence MO and was given the new modem with absolutely no verbal or printed instructions. After I installed the unit I could not get online and was greeted with a Comcast screen which appeared to be a type of activation page, yet no navigation was possible. When I called the Comcast tech support line I was told by a automated answering system that my area was experiencing an outage and help was on the way, then my call was dropped. I kept trying my Internet and calling tech support for over an hour with no results. Frustrated by this and noting that my Comcast cable TV service was working fine, I started calling random Comcast numbers until a sales rep finally forwarded my call to the tech support area. I was on hold for over 45 minutes but finally spoke to a very polite person who explained my particular area had no outage and my modem merely needed to be activated, which she did remotely in a matter of minutes, restoring my service. All this took over two hours of my time. There are two things about all this that confuse and infuriate me. First, why were no verbal instructions or literature given to us with the new modem to alert us to the need for the activation? This strikes me as being cheap and unprofessional and makes me think of the thousands of dollars I have paid Comcast over the years. The second thing that angers me is why were my sincere attempts to reach tech support derailed repeatedly by the automated system, which incorrectly determined I had an "outage" and not a different need or problem? The fact that my need was so simply resolved once I was put in touch with your tech support makes this even worst. Anyway, I believe all of this is unacceptable to me as a good, loyal customer. Regularly I turn down very attractive offers by Direct TV and AT&T to be my provider for television and Internet, and at this time I feel very foolish for telling them "no" and sticking with Comcast. At this time I feel my business is taken for granted and my loyalty for over tens years is of no value.

Anonymous said...

Having a Comcast nightmare. After years as a loyal customer, we dropped Comcast and went to Direct because Comcast kept jacking up prices. We returned the receivers and remotes as instructed. We own the modem and have not paid lease fees, a situation reflected on our bills. Now Comcast is holding a $700+ "equipment" bill over our heads, saying we need to return their modem.


The internet division says they can clearly see that we own the modem. The TV side says they can't see on their service screens what the internet division can see. How stupid is it that your two divisions cannot see each others' customer notes and pertinent account information? I was told a manager would call me back. One week later, I've received no manager call, and I had to call back today and waste a bunch more of my time. The result? "A manager will call you back."

Linda/Michigan

Get a clue, Rick! Two+ years after you started chatting with Bob, your company's service still stinks.

Anonymous said...

Dear Sir,

I am a co-fiduciary along with my brother for my fathers estate.

My Mother has been trying to get the Comcast account switched into her name for several months. My father died on 12/30/2009.
My father was Theodore O. Schulz Sr. of 159 Route 12, Preston ,Ct. 06365. The telephone number on the account is 860-887-8417.
Your customer service people will not allow my mother to change the account into her
name without her using her Social Security number.

Its funny how fast you cash her checks when she is paying for an account that doesn't have her name on it.

I called several days ago as I talked with a supervisor and she assured me my mother
could go to the nearest Comcast Center and all she needed to do was was show a valid photo Id and to bring a copy of the death certificate.

Yesterday, 07/12/2010, she did as was required and when she got to your Norwich, Conn. Customer center they refused to change the account for her.

I am appalled at the lack of your company's insensitivity over such what should be a very easy and normal request to change the owner of the account. If you continue to insist on having her provide her
Social Security Number for the account I will recommend she drop the account altogether
and switch to Dish or Direct TV.

I feel my mother, Teresa Schulz is owed a huge apology.
I also feel as a co-fiduciary that you have a legal commitment to get the name of a dead person off the account as soon as possible. The phone company and the electric company were changed months ago.

What exactly is your issue? If we do not get a satisfactory answer and apology I will contact our local TV Station and the legal authorities on how you are continuing to keep a dead mans name on an account.

Obviously, I am perplexed and dismayed at your policy.

Please contact me and my Mother as soon as possible to provide us a reasonable solution or I will call other Comcast executives
and see how they would like it if the situation happened to their mother or father.

We may be reached at the following.

Teresa A. Schulz 860-887-8417

Timothy H. Schulz 860-961-0715



Sincerely,

Timothy H. Schulz

Anonymous said...

You can leave a message for Rick Germano at his office. I actually heard his voice so he is real and not some fictious farce used by Comcast to make you believe they actually care about customer service.

Call 215-665-1700 and ask for Rick Germano. They'll transfer you to his voice mail.

George White Eagle said...

This is the only way to communicate with you.
This is an e-mail sent to Comcast Technician Mike Tarella:
Mike,
Once again I have to spend my time dealing with an issue with Comcast, It is not picture quality this time, it is billing.

As you know in 2009 we customers were told (multiple letters and TV announcements) to get a FREE cable box to replace the one we had, as if not we more than likely will lose some channels. So, trusting Comcast I got the cable box. You know the problems I had with picture quality, but interestingly enough after the last technician fixed something in the equipment on the roadside pole I have had an acceptable picture quality (except when the temperature changes). I have been enjoying my service since the "correction."

Last August I received a call from Comcast about a promotion I think something to do with Xfinity. As I am on my brothers cell phone family plan I don't need anything else. During the conversation the representative told me that my charges (of $61.21 - cable and Internet) would remain the same for another 6 months.

Today I received a bill for $78.92. I called Comcast and spoke with Chavon, Representative 9MT about the bill.
She said something about a increase charge for a DVR - I assume she is talking about the FREE cable box I was told by Comcast I would need.
I told her I don't use a DVR, so she said she would have a technician come down tomorrow (Wednesday, Oct. 13th), between 11:00 A.M. and 1:00 P.M. to remove my DVR (I assume cable box) and give me another cable box. This way she could reduce my charge down by $7.00 or so.

Now, I suspect that my picture quality will not be as good as what I have now. And, I will do whatever I have to do to make Comcast honor their agreement of another six months of $61.21. I have already investigated other providers, or I will just increase Netflix (get a Wii so I can watch movie, etc. on my television set. Yearly cost would be much cheaper than Comcast and less aggravating) and forgo watching cable television, as the aggravation isn't worth it.

I have reached the point just before the "Point Of No Return" with Comcast. It is not only the issue of additional $17.71 increase charge, but more the point of trusting what I have been told.

All I want to do is be able to watch my television (only a small number of selective shows anyway) without having to deal with Comcast every six months or so about one thing or another.

Than you for reading this.

Sincerely,
George Gladis

George White Eagle said...

This is the only way to communicate with you.
This is an e-mail sent to Comcast Technician Mike Tarella:
Mike,
Once again I have to spend my time dealing with an issue with Comcast, It is not picture quality this time, it is billing.

As you know in 2009 we customers were told (multiple letters and TV announcements) to get a FREE cable box to replace the one we had, as if not we more than likely will lose some channels. So, trusting Comcast I got the cable box. You know the problems I had with picture quality, but interestingly enough after the last technician fixed something in the equipment on the roadside pole I have had an acceptable picture quality (except when the temperature changes). I have been enjoying my service since the "correction."

Last August I received a call from Comcast about a promotion I think something to do with Xfinity. As I am on my brothers cell phone family plan I don't need anything else. During the conversation the representative told me that my charges (of $61.21 - cable and Internet) would remain the same for another 6 months.

Today I received a bill for $78.92. I called Comcast and spoke with Chavon, Representative 9MT about the bill.
She said something about a increase charge for a DVR - I assume she is talking about the FREE cable box I was told by Comcast I would need.
I told her I don't use a DVR, so she said she would have a technician come down tomorrow (Wednesday, Oct. 13th), between 11:00 A.M. and 1:00 P.M. to remove my DVR (I assume cable box) and give me another cable box. This way she could reduce my charge down by $7.00 or so.

Now, I suspect that my picture quality will not be as good as what I have now. And, I will do whatever I have to do to make Comcast honor their agreement of another six months of $61.21. I have already investigated other providers, or I will just increase Netflix (get a Wii so I can watch movie, etc. on my television set. Yearly cost would be much cheaper than Comcast and less aggravating) and forgo watching cable television, as the aggravation isn't worth it.

I have reached the point just before the "Point Of No Return" with Comcast. It is not only the issue of additional $17.71 increase charge, but more the point of trusting what I have been told.

All I want to do is be able to watch my television (only a small number of selective shows anyway) without having to deal with Comcast every six months or so about one thing or another.

Than you for reading this.

Sincerely,
George Gladis

George White Eagle said...

This is the only way to communicate with you.
This is an e-mail sent to Comcast Technician Mike Tarella:
Mike,
Once again I have to spend my time dealing with an issue with Comcast, It is not picture quality this time, it is billing.

As you know in 2009 we customers were told (multiple letters and TV announcements) to get a FREE cable box to replace the one we had, as if not we more than likely will lose some channels. So, trusting Comcast I got the cable box. You know the problems I had with picture quality, but interestingly enough after the last technician fixed something in the equipment on the roadside pole I have had an acceptable picture quality (except when the temperature changes). I have been enjoying my service since the "correction."

Last August I received a call from Comcast about a promotion I think something to do with Xfinity. As I am on my brothers cell phone family plan I don't need anything else. During the conversation the representative told me that my charges (of $61.21 - cable and Internet) would remain the same for another 6 months.

Today I received a bill for $78.92. I called Comcast and spoke with Chavon, Representative 9MT about the bill.
She said something about a increase charge for a DVR - I assume she is talking about the FREE cable box I was told by Comcast I would need.
I told her I don't use a DVR, so she said she would have a technician come down tomorrow (Wednesday, Oct. 13th), between 11:00 A.M. and 1:00 P.M. to remove my DVR (I assume cable box) and give me another cable box. This way she could reduce my charge down by $7.00 or so.

Now, I suspect that my picture quality will not be as good as what I have now. And, I will do whatever I have to do to make Comcast honor their agreement of another six months of $61.21. I have already investigated other providers, or I will just increase Netflix (get a Wii so I can watch movie, etc. on my television set. Yearly cost would be much cheaper than Comcast and less aggravating) and forgo watching cable television, as the aggravation isn't worth it.

I have reached the point just before the "Point Of No Return" with Comcast. It is not only the issue of additional $17.71 increase charge, but more the point of trusting what I have been told.

All I want to do is be able to watch my television (only a small number of selective shows anyway) without having to deal with Comcast every six months or so about one thing or another.

Than you for reading this.

Sincerely,
George Gladis

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Brian said...

I have comcast for months now and I was suppose to receive a 200 dollar rebate. When I did not receive this I called and was transfered to the rebate center. When talking with the operator BNU she stated that she could not help me without my install date. I informed her that I did not know the install date but she kept repeating this I finally said "I dont know it what do you want me to do" angerly. Then she hung up on me. I did not cuss or say anything rude to her. Her hanging up on me was rediculas and un called for. This made me very angry and she should be handled.

Brian Brooks

Lisa Hughes-Williams said...

I am two seconds from canceling my service with Comcast. I have had internet service with Comcast for awhile now. I recently added Cable service and after waiting two weeks for an appointment the technician came out and hooked everything up. It worked for 9 hours and then both my internet and cable service went out. Call into the Texas customer service call center and was told that it would be another two weeks before a technician would be able to come out. The day of my appointment I have a voicemail for a automated system stating my appointment was cancelled and I would have to re-schedule for a later date after calling repeatedly into Comcast and not getting any concrete answers I was told that I had to wait two more weeks for another technician. I was also told that Comcast over books there appointments in hopes of having cancellations. UNACCEPTABLE Service! After putting up a fuss they agreed to come out four days later...The tech just left my house and said that he could not find a cut in my wiring but he THINKS thats the problem and has to send out another technician in two weeks September 1st. to be exact. Please note Carlos (281) 889-3953 the technician also informed me that on September 1st when the technician arrives he will most likely not want to handle this job being that it is so large and he get paid per job and that he will most likely want to finish all of the easier smaller jobs first. So if he doesn't want to take care of my wiring needs to call him (Carlos) directly so he can contact his supervisor and make someone else come out pronto that day. WOW!!!!

First of all I pay my bill EVERY MONTH...ON TIME...and I have three smaller children and running a very successful home business...I already had to resort to buying a Clear HotSpot $40per month for two years to not loose business because my job consists of me being on the internet 90% of the time. This in unacceptable business and I am a very unhappy customer.

Walter Wilkerson 8432001846 said...

Rick,
I have been dealing with this issue for some time now and Comcast is very unwilling to help me so I am reaching out to you.
My Father and I have the same name (Walter J Wilkerson) and both of us had service with comcast at the time of his death.
after he died I started receiving calls from you bill collection agency credit protection ( that a joke) stating I owed comcast money for an unpaid bill when I informed them my father had past away and it's his account and mine is in good standing they told me to submit a death certificate. I have submitted three death certificates on three different requests, about a month later I had a collection on my credit for my fathers service. I went to comcast office in charleston, sc to complain and they told me there is nothing comcast can do to help me because the bill collector has the account and that Comcast had submitted the correct information to them.
When I spoke the bill collector they told me unless I paid on the account there is nothing they can do, and that its not their fault it's on my credit because my father and I have the same name, and that equifax is responsible because they go by name and address. Since I forwarded my fathers mail to my address after he died thats how equifax associated the account to be mine. When I told the Comcast had told me that they gave them my fathers social and correct info and not mine, your bill collector call Comcast liars.
When I spoke with equifax they told me the only report what the bill collector gives them, and that the bill collector bought my social if they had it without my permission.
I doubt you care and I doubt anything will be done but this is ruining my life I was buying a new car when this happened, I cant even get a loan unless it has a really crapy interest rate because of this collection. My business credit cards American Express, and Chase Ink Bold are threatening to cut of my line of credit because they see the collection. PLEASE DO SOMETHING ABOUT THIS!

Henrylaw1 TEXAS said...

Dear Rick Germano,

Please see email from my personal email account addressed to esl_corp@cable.comcast.com and sent to you. I attempted to send the full email to you but, your system would not accept such a lengthy statement and, this blog does not accept the lengthy email as well.
Sincerely,

Theresa L. Henry
League City, Texas

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georgegladis@comcast.net said...

A $154,00 Comcast bill?
I am 71, disabled, on Social Security below the poverty line with Comcast Internet and Comcast Cable TV service connections and a gift from caring family of a HD TV set and my bill keeps gong up.
And frankly I don't think Comcast gives a rat's ass about those of us on a very limited income.
Possibly you should get out of your company office, get in your company car and visit a few of us who are struggling economically along with illnesses and disabilities.

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Hello Freespirit said...

Rick-
On 2/18/12 my husband and I signed a contract with Comcast by way of a field representative, Chris Martin. Before signing the contract we asked Chris if you'll would be able to re-connect our Location Free Player device a.k.a slingbox and he said yes. Installation took place on 2/25/12. There were four technicians that came out and none were able to re-connect our slingbox.
Additionally, we have experienced a number of issues and to date some of them have not been fixed. The picture has been pixling, the sound has gone out, the screen has gone black. When the screen goes black it comes back on and sometimes on a different channel than it was before. This happens on the DVR box. I was told that the box was receiving updates and this is why it goes out. That was nonsense to say the least. Really, the rep couldn't come up with anything better than that. It was an insult to my intelligence.
Furthermore, when the tech came to install the cable he did not have the 3-in-1 box (Gateway) modem, needed to set it up correctly. We had to call to order it and it never arrived. Another call was placed to Brad, rep ID #MDEDAD, and he made specific notes for the tech to bring a Gateway when he came to the appointment. The tech came but without the Gateway. What was the point in him coming if he didn't have the equipment?
I ordered another Gateway and two arrived in the mail. A tech came out on 3/17/12 and installed the unit, but of course he didn't know how to re-connect the slingbox. I later found out through Ms. Kim Pinkett that you'll do not deal with slingboxes because it was a Sony product.
To date, we have had three or four different DVR boxes and eight (8) techs to come to our home to attempt to get our cable to operate properly. We have spent countless hours on hold, waiting for service techs to come, and on actually talking to customer service reps. I have NEVER received such POOR CUSTOMER SERVICE IN MY ENTIRE LIFE!! Our tv is still cutting off and the sound is still going out. Now we cannot get any cable channels only local. I was told by rep Pamela, ID#CR3472 that a tech would be out today between 8-10am, only to find out that ticket #CR8632864 was never placed and that no techs were available to come out today. My husband asked to speak with a supervisor and he was transferred to Dewayne (out of Virginia) ID#20720201 who hung up on him while he was calmly explaining our issue. Before speaking to him we spoke to another supervisor by the name of Shaqueta rep ID#BMT3564, and Dichele who transferred me before I could get her rep ID #. She also said she was a supervisor. Currently, we are still waiting for our cable to operate flawlessly. I don't want anymore apologies. I WANT RESULTS! I am so frustrated I feel like screaming. We have been patient enough and we deserve to be treated as though our business means something.

Regards,
Mitchell and Michelle Dean
freespirit835@aol.com

Anonymous said...

We're in 2012 and things are even worse :(

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