Like most of us here, this forum is largely about seeking help for our Comcast issues, which are seemingly endless. However, sometimes good things happen at bona fide monopolies and I thought Id briefly share my story.
Back in November I ordered Comcast service for a home I recently purchased and got the much touted X1 equipment and related. Three whole technician visits later (the previous owners were also Comcast subscribers!) I was problem-free and everything was working (while X1 is nice, it does have massive warts). However, I noticed I wasnt getting the speeds I signed up for and a few annoying phone calls later led to the retentions department resolving the issue, or so I thought.
Fast forward to six months later, I noticed my speed had dropped and my bill confirmed that I was no longer receiving the speeds I signed up for. Calling the retentions department again lead to a confused representative that said I should have not gotten the faster speeds I had for the last six months, but that she would restore the faster speed anyway. Well, she lied and this never happened. So, after I received my bill a month later, I called the retentions department again and spoke with Evelyn. Twenty entire aggravating minutes later she, somewhat politely, but sternly, told me there was no way she was going to resolve my issue, but she would gladly charge me for the faster speeds (even though this was supposed to be included with what I originally signed up for). In my frustration, I wrongly hung up the phone on her and proceeded to email Executive Customer Relations. Surprisingly I received a response around four hours later (I have redacted some of the response):
Dear
Thank you for contacting our executive office with your questions and concerns. We value your business and would like the opportunity to resolve your issue as quickly as possible.
Our records indicate that
was removed from your account on 5/8/2014. As a good will gesture, we have re-added
for 12 mo. per the original order. The changes will reflect on the billing statement dated 8/3/2014. We apologize for any frustrations and will give feedback for coaching and training purposes.
Thank you,
Alison P.
Executive Customer Relations
Comcast | West Division
In one fell swoop my issue was resolved and my ever-doubting faith in Comcast restored, for now. I do hope Comcast will actually give feedback for coaching and training purposes as this was a problem that should have never beenit should have never occurred or should have been resolved the first time I called customer service back in November. For those of you who have constant issues with your local cartel, I encourage you to contact Executive Customer Relations. If Comcast wants to stop winning the Most Hated Company award year after year, I feel this team is a major cog in achieving that goal.
Cheers.
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