Dear #####, I am ######### that traded emails with you concerning a posting I made on dslReports.
No one, including the Illinois Leadership Team, has contacted me about my problems and the online chat from this morning resulted in me writing the following Open Email to Comcast support just now:
Thanks for your help.
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This is an Open Email to Comcast Customer Service in Chicago, Illinois written April 8, 2008 early afternoon:
Dear Comcast Customer Service,
One week ago I sent an email requesting the status of my account and problems. As of today I have not received a response or any calls. One week before that I was assured that the Illinois Leadership Team would contact me - I assumed they would do so quickly.
My problem was to be escalated to a higher level almost a month ago - it was painfully obvious that my problem has not been escalated when I chatted with a Customer Service Representative online this morning. His solution was to roll another truck - my modem has the wrong configuration.
I wonder how he was able to determine this since A)I was not using Comcast Internet Service to chat - I was forced to get a backup Internet Service Provider and B) My modem is currently acting as a paper weight holding down the only communication I have received from your company addressed to me personally - your new rate schedule and channel lineup which I must say was the most confusing piece of literature I have read recently and I used to be a college professor and a UNIX computer consultant so I should be able to understand just about anything that comes across my desk even though my sight is going and I am getting old.
Since it is obvious my problems are not under consideration and I am about to waste another half day as a prisoner in my home waiting for a tech that will probably not be able to solve my problems, like the three before him, I have a few requests.
Oh, by the way I have copies of the 20+ emails I have traded with Comcast Customer Service. I have copies of the dozen if not two dozen online chats I have had with customer service and I have video of the cell phone screens of the 5+ hours I have 'waited' on the phone for the next available service rep. I can provide these if it might help solve my problem. You can also visit adventinlife.blogspot.com which is my blog showing screen dumps of my problems and dialogs of my situations.
Here are my requests:
1) Please escalate my problems to someone that can solve it the first time. I'd also like a ticket number that anyone in your company can reference so that I can stop repeating myself.
2) I would like credit for the one week service interruption I was forced to accept because your local office could not process my payment properly. I know the payment was received because the letter accompanying my payment requested an address change. It was the only request for an address change and the change occurred the day they would have received payment assuming that the US mail service worked properly which is a fair assumption since other bills sent on the same day were posted properly. I do not know what happened to that payment but one week later a second payment was made in person to make sure I had a receipt and could continue my service, I use that term lightly laughing.
The address change request made in the payment (addressed to the local office) and the letter to acknowledge receipt went un-answered even though a self-addressed envelope was provided with the payment.
I would also like credit for the $4.95 Administration Charge I can only assume was either a late charge or charge for changing my address. I didn't receive any additional services to warrant the charge and if it costs for me to make changes to my account, well someone at corporate should review the customer retention rates or customer satisfaction levels - they can not be very high.
3) I want credit for the HIGH SPEED Internet Service I have not received since February 21, 2008 when you took over the service and my problems started.
4) If you wish me to continue using your Internet Service I would like to be enrolled in the $19.95 six-month special you are currently advertising. I was told that was only for new customers - I am a new customer, since January of 2008. I do not want to be charged for this change. Effectively I will be putting you on probation for 6 months.
5) Could I please get a DVR with a larger hard drive and one that records those programs I request in High Def dependably. If you are going to advertise a dual tuner DVR capable of recording High Def programming I would like one of those NOT the current DVR that shows my High Def scrambled from either a) a bad signal b) not enough memory or c) inability to download the many times incorrect TV schedule AND decode the signal AND respond to the remote control.
Hopefully the new one it has enough capacity to hold at least one NASCAR race without deleting a previously recorded unwatched show and then giving up because the hard disk is still too full but only has 3 or 4 low def one-hour shows in the directory.
If not, oh well, my Tivo can still do the job. It just irritates me that I had to buy a device to supplement the device (for which I am paying a monthly rental fee) to receive a high definition signal for my very expensive high def TV of the present which from the description of your services I should be enjoying immensely. I think that enjoyment might actually be a thing of the future, if ever, with your current equipment.
IF YOU ARE SKIMMING HERE IS A IMPORTANT PARAGRAPH:
If you can not provide these, I think, reasonable requests please let me know. I will contact the local franchising authority and lodge my complaints with them and I will promptly cancel all of your services and contact my lawyer.
This has gone past acceptable to laughable and incredulous.
Here is my pertinent information that should allow someone, with enough authority to solve my problems, to contact me. And don't forget, you also have this email address that my NEW Internet Service Provider has not yet failed to monitor and provide to my computer.
Contact and Account Information
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############
############
Springfield, IL #####
Comcast Acct #: ############5488
Telephone Number the account is under: 217.###.#### (Don't call 217.###.#### - I do not know whose number it is - it was never mine and I have no idea how it ended up on my account).
The number I can be reached at: 217.###.#### - <
Thank you for your help.
Sent from IP address ##.###.###.## Xanadoo 256K wireless modem
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