**this letter was sent to the SVP of Customer Service at Comcast**
Dear Rick -
I would like to start by saying I hope you do actually read this email. I work in customer service and I know how horrible it can be to work with angry customers, so I am going to do my best to present you with the facts of the situation and remove emotion from this.
For 8 weeks we have been trying to upgrade our cable with Comcast. It was only this week that we were able to get someone out here because all other attempts resulted in either (a) a lost online chat to which the representative never followed up and tried to regain contact or (b)a dropped phone call that again, the representative never tried to get back in touch. Seemed a little odd that no one ever tried to get back in touch with us.
We were thrilled that we finally talked to someone who was able to place our order and set up an install to UPGRADE our basic cable to a bigger package with more equipment. Our install was set from 2pm-5pm today (7/12). At 4:57 we got a call saying they would arrive at 6, at 6:05 we got a call saying they were right around the corner. The installation person showed up at 6:47 pm. We scheduled our entire day around this install and when they were running late we said we had another commitment and asked if we could reschedule to tomorrow, they said no – there are no openings for over a week – so I stayed home and skipped a very important meeting. Surprisingly, that is not my main complaint here…that is really just a small thing compared to what happened next.
Once the installation person got here to install they had our order 100% WRONG. We ordered a cable card for our home theater PC (to which we were VERY clear we needed a CABLE card), and he brought a TiVo card. He asked me where the TiVo was and I said we didn’t have one, we have a home theater PC and needed a cable card, so he laughed (quite hard actually) and said it’s not going to work with our system and we shouldn’t have ordered a TiVo card…we did not order a TiVo card. We do not (nor have ever) owned a TiVo and would not have requested a card for one.
Then he moved to the next room to install the HD Cable box we ordered, so I confirmed that it was in fact an HD box and he said “no, this is a digital box, not HD, the work order was for digital.” Again, the man laughed in my face when I told him the order was wrong and at the fact that I was visibly annoyed with the situation and proceeded to show me the order he was given, while still laughing. I said I understand he was given the wrong order, but what is going to happen to make the wrong order right, even if it’s tomorrow? He responded to me and said “oh, they are not going to call you or follow up, you need to contact customer service and start the entire process from the beginning.” He then proceeded to leave and continued laughing all the way from my unit to the door of my building about how funny it was that I was upset.
Honestly, to have the order wrong is 1 thing, but showing up almost 2 hours late, having the wrong order, laughing in the face of a customer AND saying that I am going to have to contact Comcast to get the situation fixed…they will not contact me?! Really? Is this how you expect to retain customers? We have been loyal Comcast customers for YEARS, internet and cable, and you can bet that we will absolutely go without cable or switch companies before we upgrade with Comcast to a better, MORE EXPENSIVE, service if this is the customer service that you provide. I don’t appreciate being laughed at when I have spent my entire afternoon and evening waiting for this service.
Would love to know your solution here.
Respectfully,
Leah Case