Tuesday, January 22, 2008

Has This Blog Helped You?

If you've had a complaint with Comcast, and gotten it settled via comcastmustdie.com, probably you aren't visiting anymore. Why would you? YOU ARE NO LONGER IN HELL. But if you happen one of my jihad's satisfied customers, ensconced in paradise, please check in here to describe the experience. Also, send me an email: bobgarfield@msn.com.


Sunday, January 20, 2008

In the Morning, a 74-year-old Woman in My House Was Taking Nitroglycerine for Angina...

...at 1:15 p.m., our phones -- our link to 911 service -- went dead. I went to the basement, got on my hands and knees and -- as I've grown accustomed to doing -- reset the modem. The phones remained dead.

I went to my cell phone to dial Comcast customer service. "Due to heavy call volume" they couldn't process my call. Then they hung up on me.

Comcast Must Die.

Friday, January 18, 2008

Send This to Congress

The Hon. Daniel K. Inouye, ChairmanSenate Committee on Commerce, Science and Transportation c/o james_assey@commerce.senate.gov

The Hon. John D. Dingell, ChairmanHouse Energy and Commerce Committee http://energycommerce.house.gov/membios/contact_form.shtml

Dear Mr. Chairman:
Yes, this email is "astroturf," but please understand how you came to receive it. I visited a website called comcastmustdie.com, because I am at my wit's end. I am like Mona Shaw, who was so frustrated with Comcast's arrogance, impenetrability, incompetence and abusive treatment that she took a hammer to vent her rage. This email, sir, is my hammer.
Comcast calls me one of a tiny percentage of dissatisfied customers, but if you would visit comcastmustdie.com, you would see that there are a lot of us, and we have horror stories that would peel the enamel off your teeth. We pay ever-increasing monthly fees to be be ever-more abused by a so-called "customer service" apparatus that serves only the company's bottom line. Many of us also depend on them for telephone service -- including 911 -- that is undependable at best.
Please intervene to protect us. Call hearings. Call this company to account.


Sunday, January 6, 2008

Bring Me the Head of the Big Bad Wolf

Comcast appreciates my patience. The reason I know this, is because as I write this sentence, I just heard them tell me that 28 times over the past 35 minutes, which is how long I sat on hold to inform them that my Comcast voice phone line is dead.

Finally, in minute 35, a rep named Lisa answered my call. She was caught by surprise, however.

Turns out when you go through the push-button options at Comcast to inform them your telephone service has problems -- including the press 3 for phone trouble option -- and then wait on hold for 35 minutes, you are not connected to someone who can help you. She has to transfer you to a tech.

Three minutes later someone named Marie picked up. I explained my problem.

Then I was disconnected.

One minute later Marie called back to tell me my bad line was working properly. It was still dead on my end, however. She seemed puzzled and said she will reset my modem. Then I heard silence. "What will happen next?" I asked. No response. The next thing I heard was a dial tone.

This time she didn't call me back.

At this point, I went to my basement and fiddled with my modem. Turns out, the problem was there and I got my phones working again. But that is scarcely the point. Many customers are surely ill-equipped for troubleshooting and require the assistance of the people who are supposed to be giving assistance.

Losing cable TV is incovenient. Losing broadband is worse. But losing phone service is potentially catastrophic. Thank God I happen to have a cell phone and another digital landline that works. But some people don't. It is simply inexcusable -- i.e., there is no excuse -- for a phone company to fail repeatedly in the routine servicing of its customers.

How long will it be before someone is killed by an intruder, or dies of a heart attack, or loses a house to a fire, because their phone line is dead and they can't get it fixed and they can't dial 911? Not long. And when it happens, you will not have any difficulty finding who is responsible. Just follow the trail of blood. It will lead to a greedy corporate beast that simply cannot digest what it so ravenously swallows. Comcast admits (see post titled "Mea Culpa?") that due to its rapid growth it cannot adequately service what it sells -- but is working very, very hard to do so.

That will not do. If you cannot reliably maintain phone service, you are morally and ethically responsible to exit the business -- just as you were morally and ethically corrupt for entering it.

Comcast must die, before somebody else does.

Saturday, January 5, 2008

Non-negotiable Demands -- Addendum

Please note the ALL-CAPS addition to demand #4 (see post titled "Mea Culpa?" below)

4) embrace consumers by integrating Mr. Germano's listening tour into an ongoing process -- online and off -- so that the customer has a genuine voice in the company's operations across the board. That means, among other things, hosting a HIGHLY VISIBLE corporate website or blog that takes on the role now performed by comcastmustdie.com.

Sorry, I've Been Sick

Don't wish to go into it, but I've been way too under the weather to be a good jihadist. Meantime, though, y'all have been commenting like crazy and Qualmcast has evidently been following up -- and the main categories have been pushed farther and farther down the blog page. So, just below, here they are again:

Employee Confessions

Customer Disservice

Billing Fiascos