Comcast TV letter 2- An Open Letter to the Co. and Board of Directors. Steve and Ann Prentice- Richmond, Va. 03/13/2014 “As the Comcast Serves” My follow up with Comcast this evening as I tried to resolve this on-going example of: Lack of Ethics, Sub standard Customer Service, Price Gouging, Deceit, Greed, Out of Country employment, language barriers, and good “Ol” Bait and Switch, started with a conversation with Juan- After calling the phone tree- with minimal need to review the numbers by now- I identified myself to a real honest to goodness “Customer Account Executive”. He listened to me repeat the issues and lack of results to resolve our situation and asked me to hold on while he reviewed our account. Imagine That! Juan was courteous and precise in his statement to me about there being a note on the account due to a large number of people in our service area having these changes. I asked him how he knew this and was told that they had received a memo foretelling of the call increases that would be coming. Yes- you read that correctly- Comcast had already battened down the hatches prior to the storm. And in their estimable good will had provided a “special call # for these customers affected by the channel removal of this area”. WOW I called the phone # issued to us from this call- 1-800-892-0085 and was asked to answer a survey about automobiles and their needs which was conducted by AllState Insurance Co. Now we’re Moving! Fearing I had dialed the wrong #, I re-dialed and found out that I had just won - Two nights in the Bahamas’s FREE, with additional travel and courtesy fees to be billed directly to my credit card. But do they have TV there? So I once again called Comcast, and this time was spoken to by a fellow named Jessie, (Accent included as usual). I repeated again our current status of very few channels available after having had 80 plus for 5 years and wanted to inquire whether the accumulating notes on our account showed the offered phone # for concern that maybe I had written it down wrong. Nope- my hearing and fine motor skills are still pretty good. Jessie was able to review my account for me- ( starting to feel a bit like I’m being phonically stroked from all these reviews), and was excited to tell me that YES- the # given to me was issued by Comcast for this Special Area and it’s concern, and yes it appears to be an inaccurate number. Two yes’es in the same sentence- ok- getting somewhere. A lengthy interlude after this, of oriental music, prepared me for the next tidbit of information scoured up by Jessie- There is now showing a different phone # for the accounts, of which I’m included, that are experiencing difficulties with their service areas. Damn -I knew it had to be something serious sounding like that! These events were being multitasked as he faithfully e-mailed his Supervisor to inform that person of…..????? We hadn’t accomplished much so far- so maybe he just needed to tell someone that he was doing a good job. The new phone # issued to me 1-855-843-7198, was for a Sub contracting Co. hired by Comcast to actually handle the calls of the affected area of service reduction but for the customers it is to be called a “Clean up”. I’m not feeling so clean at this time- having been repeatedly told that I was receiving channels that I’m not supposed to receive- but I didn’t do the programming- Comcast did. They just provided the enema for all the unneeded channels that were laying around in the neighborhood where they shouldn’t be- apparently. As I completed this call, I inquired where I was calling, and was informed that I had continued my multinational experiences and now was sneaking across the border verbally into Mexico. Que’ pasa aqui? The second phone # brought me to a contact person of American dialect named Michael. Michael and I reviewed together my account- almost a threesome there- but my wife was busy trying to figure out some other needs, so didn’t happen, and I had to put her on the phone later, as she was able, and get her questions answered. We had finally reached the God given Department granted the ability to tell us that our area was being brought up to date, like many other areas of the country, and we shouldn’t be surprised at the rates now being presented, because everyone else was paying it. Surprise, surprise, surprise!! Evolution of the human race does not include Lemmings, nor does the Divine Inspiration of our Creator, last time I checked. When asked what authority was available to resolve our issues we were led through the path of what was allowed by the Comcast co. and where the limitations were. So now I understand what it is a Sub contractor can do, and of course it does not include correcting our missing channels. Where is my part time employee badge? And do my benefits include any TV packages? Seems I’m signed up already and pay myself each month. Time has ticked away tonight, and as the clock gets closer to the magic 9pm closing hour of the First Federal Monthly Depository for No Services Institution, I ask the next obvious question- Can someone resolve this issue before you close for the evening? His Supervisor is on the phone ”helping” another customer with their needs, (maybe should have talked to them first), and can call me back. Wait for it…………”When is the best time to call me back?” I answered- “right now- I’m here on the phone already- let’s just put them on the call with me- right now is the BEST time. I am here on the phone aren’t I?” But of course that could not be, and I conceded that my wife had more urgency of gleaming exquisite morsels of information from this representative than I, and put her on the phone. The evening was concluded as intended by Comcast with absolutely no resolution to the missing channels, no forwarding of our needs to any higher authority, no, no , no- but if I want to raise my annual cost to them to over $1200.00 a year for something I paid nothing for prior to 5 years ago- well they can stay on the phone past 9pm. Such dedication You can’t make this shit up- I swear. Steve and Ann Prentice Richmond, Va. 23294- Problem area- 09592 Still waiting for an Authorized Comcast rep to bring us back to status quo.
Posted on: Fri, 14 Mar 2014 04:45:41 +0000
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