September 26, 2005
COMCAST Corporation
Brian L. Roberts, Chairman & CEO
1500 Market Street
Philadelphia, PA 19102
Re: COMCAST Business Practices
Mr. Brian Roberts:
I, Fred L Nance Jr., have cable and telephone service with COMCAST Corporation. My phone number is 708-339-6737. I am writing to report the service I have received and/or not received from COMCAST, and also to inform the public so they may make informed decisions on whether COMCAST provides the service they prefer.
A Sales Representative of COMCAST in the Chicago area has informed me that a customer is eligible for a “promotion” every sixteen (16) months. Many customers may not be aware of this eligibility. I am not sure of what COMCAST’s promotional techniques include, but COMCAST’s current customers should be aware of this eligibility, as well as the general public.
It was also told to me that COMCAST presently has a telephone service promotion for $39.99 for 12-months, which the Sales Representative reports has all of the services I presently have with COMCAST. COMCAST also has a telephone service where customer’s can answer their phones from their television sets. COMCAST service reps do not know of this service. I attempted to access this service. I attempted to access the telephone service where one can access the telephone from their television. No one I talked to can explain this availability or if I can access the service.
I am scheduled for telephone repair service today, September 26, 2005. I was told by COMCAST customer service I would have to be available for their service person from 8:00 am to 5:00 pm. This is ludicrous. I attempted to explain my telephone issue when the customer service rep interrupted me and reported I would have to pay $10.00 for the service needed. I informed the service rep I had an inside wire maintenance agreement with COMCAST, which I pay a monthly charge to COMCAST. The service rep informed me I would have to pay the charge anyway if I wanted the repair.
I am sorry for only introducing the following managers’ first name, but your employees report they are not to give any other identifying information. I have a problem with companies operating in this manner.
When reporting my issue of the 8:00 am to 5:00 pm repair service to Rod, a manager of COMCAST stationed in Texas, he informed me this morning that COMCAST service call time frames are scheduled according to priority. Rod reports that my need for a repair to a jack in my home may not be a priority to others who are need of service on a particular day and that is why I have to be “readily” available from 8:00 am to 5:00 pm. I talked to Andrea, Customer Advocate Specialist in Eastern Canada, before I talked to Rod explaining my issue of waiting all day for a repair to one of the jacks on my telephone service. Andrea informed me that having more than one jack in my home was a luxury. I asked Andrea what did her comment have to do with my service waiting time. She did not respond to my comment.
I called again and spoke to Josh, a manager in Texas. He informed me not all COMCAST customers are subjected to the time frame for repair as I report above. Josh reports some time frames are constructed according to the area one lives in and the State. Why isn’t the time frame for repair service uniform? Josh informed me he scheduled a customer for repair service this morning from 7:00 am to 8:00 am.
I requested the telephone promotion of $39.99 for 12-months from Andrea. Andrea reports the $39.99 for 12-months is only for new customers. Rod could not find this promotion. Josh could not find this promotion. I asked Rod and Andrea for the names and addresses of their corporate officers. Both informed me they were not at liberty to give the names and addresses. I had to research the information on COMCAST’s website.
I am a social advocate for the disadvantaged and disenfranchised (http://www.clickservices.org/). Many individuals do not know what avenues to take when addressing their issues with Corporate America. COMCAST customer service representatives should be more sensitive to a customer’s need for information and access.
At the time of this writing (3:45 pm CST), no one from COMCAST has visited my home. I have been informed I am not eligible for the promotion of $39.99 for 12-months. Also, no one I have mentioned or talked to from COMCAST has been able to explain appropriately and succinctly my eligibility for the telephone service where I can access a phone call from my television. Please assist me as a customer of COMCAST. Please provide some sort of training for your customer service reps to avoid the aforementioned. Please respond in writing. Thank you.
cc: Ralph J. Roberts, Director COMCAST Communications
Stephen B. Burke, COO
D’Arcy F. Rudnay, Vice President Corporate Communications
David L. Cohen, Executive Vice President
http://clickforjusticeandequality.blogspot.com/
http://www.complaints.com/
September 26, 2005
COMCAST Corporation
Brian L. Roberts, Chairman & CEO
1500 Market Street
Philadelphia, PA 19102
Re: COMCAST Business Practices – Part II
Mr. Brian Roberts:
At approximately 5:10 pm on September 26, 2005, Ms. Shireese called me reporting my service call for today had been routed to a technician assigned to the Southwest suburban area, noting Aurora as a point of reference. Shireese stated she needed to re-schedule my appointment for the next open date, which was October 3, 2005 between the hours of 8:00 am to 5:00 pm for service because this technician could not service my area due to the distance he had to travel.
I informed Shireese this was not acceptable. I informed Shireese I had been waiting all day for a technician to report to my residence, and now you are asking me to wait on a technician another day from 8:00 am to 5:00 pm. I asked her why didn’t someone call me earlier about this routing error. Shireese stated she had just discovered the error and was calling me with the information. I asked to speak to a supervisor.
A supervisor named Jeff discussed the issue with me. I asked Jeff for his location. He informed me he operated out of the Windy Point station, Schaumburg, Illinois. Jeff said there was nothing he could do about the scheduling date. He stated he would contact his manager, Mr. Andrew Henderson, on Tuesday, September 27, 2005, to see if they can arrange services with a routing manager or operations manager. I informed Jeff I would be sending this follow-up letter to you, and copying it to everyone I listed in my first letter regarding this issue.
cc: Ralph J. Roberts, Director COMCAST Communications
Stephen B. Burke, COO
D’Arcy F. Rudnay, Vice President Corporate Communications
David L. Cohen, Executive Vice President
http://clickforjusticeandequality.blogspot.com/
www.complaints.com
