The Comcast Nightmare Continues...

Below is PART 2 of the never-ending Comcast saga. Wait, it gets even better. At the bottom of this post is a reply I rec'd from the marketeers at Comcast. They apparently read blogs. I removed the person's phone number and mine as well.

Bill



--- On Sat, 8/2/08, Bill Strong wrote:
From: Bill Strong
Subject: Re: Comcast Customer Connect
To: "Melissa M."
Date: Saturday, August 2, 2008, 8:26 AM

Thanks for responding to the post. I'm quite surprised and a little creeped out, but I appreciate it. I've been reluctant to post the feedback that I received for the post that I wrote because I seemed to touch a nerve with a lot of people.

I am also leery of making the phone call as you requested; for what I believe are obvious reasons. If you want to contact me, my number is at the bottom of this message.

The way the entire escapade was handled was, in my opinion, just completely terrible. I have interest in ordering the MLS Direct Kick package; the NHL Center Ice package; and the WWE 24/7 channel but the events of Thursday have totally soured me on giving Comcast any more of my money. That's just me being honest.

There were two people who genuinely seemed like they wanted to help me. One was a guy I believe was named Matthew and the other was Marcel. Matthew was the guy who rectified the the channels that I had ordered when setting up the service (with a person named Kim) and he also was the one who tried to hand me off to someone in the technical area who was going to help me with the phone issue. (That was the first disconnected call, by a man named Shannon.)

Marcel was eager to help me but when I got a hold of him, a person who had dropped my call called me back and apologized. At that point, this was beyond repair. She connected me with her supervisor when I asked and the supervisor--who told me she had "no control" over the cable issues, was dismissive and her attitude was not conducive to rectifying my problems. This is where I lost it and became angry. Like I wrote, I am not by nature a yeller or a screamer, but my own tone and attitude took a turn for the worst after speaking with this woman. She made a big deal out of saying that she could give me a $20 credit to my account and that was fine and dandy but the fact that she wanted me off the phone more than she wanted to help me was simply annoying as hell. Sorry if I interrupted her day by asking her to do her job, you know?

Andy was the technician who was here for the installation. I felt badly for him because he had to go and tell everyone that he had no remotes all day long. Again, I generally try to be cool in these instances because I understand that it is hard to be in a service situation...but sending techs out on installations without remotes for the TVs is just unforgivable.


Bill Strong




--- On Fri, 8/1/08, Melissa M. wrote:
From: Melissa M.
Subject: Comcast Customer Connect
To:
Date: Friday, August 1, 2008, 12:17 PM

Hello NY Islanders Fan!

My name is Melissa and I work for Comcast Corporate Offices in Philadelphia . I came across your blog http://www.nyiforlife.com/2008/07/comcast-is-worst-company-in-america.html and would like to apologize for the incomplete installation and the poor customer service that followed. I would be more than happy to arrange to have all theses errors remedied for you at your convenience. I would also like to ask the market leadership to offer you compensation for this first impression. If you would like my assistance, please reply with the phone number associated with the account as well as a good contact number for you.

Again, I am sorry for the inconveniences and frustrations we caused. Thank you for the feedback. We look forward to better serving you in the future.

Kind Regards,

Melissa M.
Comcast Customer Connect
National Customer Operations
One Comcast Center
1701 JFK Blvd.
Philadelphia, PA 19103