Here is my letter to Comcast!
To Whom It May Concern:
I am an at home mother, who in fact, is a medical transcriptionist at night. I have a lot of medical background and know this to be true; For every 1 person who complains to a hospital due to an injustice or a medical disservice there are 50 patients who leave without saying a thing. Those 50 patients that leave, tell family and friends about the poor service they received. Of course, you can see a chain of events that occur, a spider web of bad publicity. And years of trying to regain the communities trust.
I also know that when an employee is hired, a company accepts this employee to represent them. Whether it be a truck drivers performance on the road or a doctors performance in the ER. These companies have trusted these people. I know that the current Michigan economy is not a welcome sight. So when there is a repeat of disservice, Comcast should look upon their company and find themselves cleaning house! Otherwise, Comcast is left with bad publicity and the competitor is granted the service.
Now that I have said this, I would like to explain the disservice that I have received from your company. In October of 2007 I purchased the notorious Triple Play from your company. I have seen so many advertisements describing how this Triple Play will connect family members and save customers money. Let me tell you how your company has connected me to MY JOB! I had many disruptions in my phone, cable television, and internet connection from day 1. I was told that I just needed to continue to reset my communication box with a pen because I have yet to gain a strong signal at my residence, due to the new installation. Okay. That's fine. I continued to have disruptions over the next couple of months. Therefore, I discontinued my phone service and cable television with your company. You would think that someone would notice a red flag and wonder why this customer is discontinuing two services at her home. I guess I am just a number to your company. Are you the company I see on television “the big expensive phone company?” I can see who that commercial is really directed at, Comcast.
Okay, the story continues, of course. I thought that I would still continue my internet service to see if this really was a glitch. Well it may have been a glitch because I didn't have any persistent problems. That's what I thought. Well then I noticed a Comcast truck outside and just before I saw the technician leave, my internet service was disconnected. I called Comcast and I was told to put a pen inside the reset area on the back of my communication box. The service did not reconnect. I was told to do that 2 more times. The woman on the phone told me that her computer was telling her that the internet was disconnected. Well I could have told her that much, in fact, I did. She probably wasn't listening. I was told that a technician would come out that evening and fix this issue, due to my work as a transcriptionist, and that he disconnected it when he was connecting a different customer in the building. Good, the technician came out and he connected the outside wires again.
The second time this happened, it was on a Friday night and the Comcast truck appeared, once again our internet service was disconnected. I called Comcast and was told that since it was so late in the day, mind you I do my transcription at night, that a she would get a technician to come out on Saturday morning. I was displeased, but I was happy that she was going to have him come out on a Saturday to fix the issue. Saturday rolled around and 11 am passed by, no technician, like previously promised. I called Saturday at 3pm. The dispatcher on the phone told me that he arrived at 11 am at my apartment complex and was approached by a different Comcast customer with an ongoing problem with their cable television service and he fixed their problem. He left without following through with our request. I know that this technician had a order form of some sort that told him that apartment #12 needed assistance. The dispatcher continued to tell me that the technician could not come back until the following Monday. I am sure I do not need to complain about this certain situation, you can see my frustration. This is yet ANOTHER night of not working, in which, pays for YOUR service that I am not getting!
Now, on to my third and final episode. A Comcast truck appeared once again at around 4 pm on 05/15/08. I wasn't going to wait for another irritating episode to happen. So I very politely went down stairs and said:
ME: Can I make a request.
TECH: Well it depends on what your requesting.
ME: The last two times your service truck came to this complex my service was disconnected. Could you make sure that apartment #12 is connected after your done here. I do medical transcription at night for work and I need my service to be connected.
TECH: Yeah, I am just tagging the wires to make sure we know what cable goes to what apartment.
The technician left without checking to see if my internet service was restored. It was not. So I called again to Comcast and spoke to a very nice representative. He told me that he was sorry for my inconvenience and that he could get someone out here at 2 pm the next day. I was irate at that time and asked, quite rudely I might add, to speak with his manager. I spoke to Omar and he wanted to help me out, but being so late in the day he could not get a technician out here until 9 am on 05/16/08. This is a good example of incompetent employees.
This letter is to notify you of my disservice and of the inconvenience that I have experienced. At the end of the month I am discontinuing my service with Comcast and switching to AT&T. You wonder why there are some elderly out there that are rude and impatient. Probably because of years of disservice and mistreatment. People are not just numbers and timely bill payments.
And by the way today is the 23rd and we only get our online connection in the early morning and late at night due to some bad connection in the celing. Yeah, they were supposed to call us on the 19th to get someone out here to fix the problem.
Product or Service Mentioned: Comcast Installation.