Open email to Comcast September 16, 2008

On this date I talked to a CSR at around 4:50 AM and asked that my bill dated Aug 03 showing many service changes AND charges be reviewed by herself and a supervisor and to please call me with the results of the review - it is self explanatory that someone did not know what they were doing.

I have already wasted many cell phone minutes to fix a problem "created" by your CSRs - most times on hold never talking to a CSR so I decided to make it easy for you and not have to pay for me to be on hold while you looked for/at the records and make snap decisions.

It is now 11:29 AM, 6+ hours later and my phone has not made a sound except when your service tech called to replace my DVR my fourth since Apr of this year.

I sent three email messages yesterday about my three problems – I got back confirmations that my message had been received and someone would get back to me within 24 hours. The original messages were sent about 6 am yesterday – no responses so far today. It is now 11:30 AM.

In my mailbox right before your tech arrived, I found a Disconnection Notice with Total Due by 10/06/08 of 10.96.

Is this your normal way of telling a customer they are no longer wanted? Almost as bad as email or instant message. Fine, you have solved many of my problems.

Your technician just left with my broken DVR - I did NOT let him install the replacement – but I did give him a full accounting of what was wrong with that DVR and its programming.

Since you say my balance due is only 10.96 at least I did not get screwed for the $200+ I did not want or get.

I wonder why the CSR did not tell me I was going to be disconnected or why the tech had a DVR for me IF I was going to be disconnected.

I know – the reason is simple - your left hand has no idea what the right hand is doing – been that way since day one.

I have been a cable customer in this city since 1981 except for four years. No matter what the company was called. For the most part I had absolutely no problems and any problems I did have were fixed within 24 hours if not sooner.

For years I subscribed to the all you have package - $190 a month with Internet.

Comcast takes over and I lose three email addresses that I have had since 2003 - why? Because your old customers were more important then the new ones is the only reason I can see.

I got all new Gmail accounts – at least I do not think they will screw me over in the future – I can even create websites for those accounts – all for FREE.

I also lost all my grandchildren's websites because your CSR told me they would be transferred automatically once my new email addresses were established. She promised to call me back if that was incorrect. She never called.

But I did get email dated in May 08 that I would lose them on May 30. I didn’t read that email until September 2008 but I got to say you did warn me.

Since I lost the three most important addresses I quit using those email accounts. I checked them 2 or 3 weeks ago when a relative told me she tried to access my youngest grandson’s on his birthday – I almost always update the sites on their birthday – this year I was having vision problems so I missed it.

Checking the accounts after almost six months of non-use I found nothing really helpful or important but the activity has picked up since September 1 – I have 4 or 5 spam messages in each of my six accounts and no easy way to ‘unsubscribe’ from the junk mail - a service message advertising McAfee Security Programs – yeah, right.

I promised myself that if my problems were not fixed by 5 PM today, you would become my ex-TV provider. I can’t even break that promise to myself – at least you kept one of a thousand promises you made to me.

And to add insult to injury – you might have been throttling my Internet Traffic – and come Oct 1 my unlimited account that I have had since 2003 is now capped – amount does not matter – I signed up for unlimited use and to my knowledge I have signed no new agreements
with Comcast.

But the thing that finally helped me decide divorce would be best from your service – you took the only worthwhile channel available on regular cable, National Geographic and moved it to beyond many peoples reach.

Good business decision. I think that is the WORST one you have made so far.

Well, in closing and before I waste anymore of my limited time, I think your customer service system is absolutely the worse of any company I have ever dealt with.

And on that note good bye and good luck – if you don’t fix things quickly you’ll need all the luck in the world.

At least you could have thanked me for the thousands of dollars I spent in 23 or 24 years on the cable industry. I just realized the truth - it was not enough.