Andrew writes,
Brian Roberts, CEO
Comcast Corporate Office
1500 Market Street
Philadelphia, PA 19102
215-286-8960
brian_roberts@comcast.com
Dear Brian,
It is appropriate that I write you during the Haloween season. My experience with Comcast has been a horror show.
My family and I have suffered with an unreliable Internet service for over two years. Our Internet connection keeps dropping. We have had countless service reps out and the problem persists. I believe the problem is because I live in a condo and there are numerous splitters in the cable from the drop at the street to where it comes into my house.
Of course I have been on the phone for hours with service reps who escalate and then drop the call. I call back and get sent to different departments. I get so frustrated that I just give up. It is like tying to find your way through a Labyrinth without running into the Minotaur.
I would appreciate two actions to remidate the situation. First, repair the Internet connection. Second, refund my Internet payments for the last two years.
Best regards,
Andrew Hammond
What Could Have Comcast Done Differently?
Provide Reliable Internet
You can contact Andrew at:
andy -at- magiqtech.com
I Called Comcast to Ask Why My Bill Was so High
Sol Writes:
I called Comcast to ask why my bill was so high and possibly see if I could get some sort of discount. I asked the customer service rep how I could lower my bill. He told me I could get rid of a 16.95$ a month add on cable package for my HD DVR and a 10$ a month add on package for my internet service which basically boosts my internet speed. I Told the CSR that I was told when I first wanted the HD DVR that the sales person I spoke with told me it was required to get the 16.95$ a month add on cable package in order to use the HD DVR. The CSR then said that it has not been a requirement for over 2 years. I asked why I was not told that it was no longer a requirement 2 years ago. The CSR rep said that it would be hard to call all the customers that had that package and inform them that it was no longer required. He also said “Comcast assumes that its customer still wanted the cable package” even after the requirement had expired and the customers were not notified of this change. I also informed him that I have no idea what the 10$ a month power boost charge for my internet service is. I never signed up for it; I don’t know what service it provides and never knew I was being charged for it. The CSR told me he would have a supervisor call me back in 24 hours. About 4 hours later the supervisor called me back. We argued for about 15 minutes until the supervisor asked what she could do to make me happy. I told her a complete refund of the money I was overcharged. She told me that they can only refund up to 2 months of the services I was overcharged. She credited my account 100$ and said she would take 30$ a month off my bill for 6 months then 25$ off for another 6 months. I told her this was acceptable and ended the phone call. After hanging up I wanted to know how much they were actually saving me. I added it up and came up with 430$. Then I added up the amount of money I was overcharged and came up with the amount of 526$. That is a discrepancy of 96$. I also do not like that they just credited my account so that the refund would go directly back to pay my bill. I would like a complete and full refund credited back to my checking account all at once. I also think that they should give me a full refund PLUS give me the year long discount for the trouble I have gone through. Giving me the refund is the bare minimum Comcast can do. Giving me the full refund and the yearlong discount would make me not want to discontinue my Comcast service and go with DirectTV.
What Should Have Comcast Done Instead
Comcast should have notified all its customers when the service was no longer required. They should have sent out a clear email that stated what the situation was.
I would like a full refund of the money I was overcharged. I wanted the refund in check form or a credit to my checking account. I dont want a refund that is only good on my cable bill or a discount of 30$ a month for a year as a substitute for a refund. I would like the refund and discount.
You can contact Sol at solhickey at comcast.net
I called Comcast to ask why my bill was so high and possibly see if I could get some sort of discount. I asked the customer service rep how I could lower my bill. He told me I could get rid of a 16.95$ a month add on cable package for my HD DVR and a 10$ a month add on package for my internet service which basically boosts my internet speed. I Told the CSR that I was told when I first wanted the HD DVR that the sales person I spoke with told me it was required to get the 16.95$ a month add on cable package in order to use the HD DVR. The CSR then said that it has not been a requirement for over 2 years. I asked why I was not told that it was no longer a requirement 2 years ago. The CSR rep said that it would be hard to call all the customers that had that package and inform them that it was no longer required. He also said “Comcast assumes that its customer still wanted the cable package” even after the requirement had expired and the customers were not notified of this change. I also informed him that I have no idea what the 10$ a month power boost charge for my internet service is. I never signed up for it; I don’t know what service it provides and never knew I was being charged for it. The CSR told me he would have a supervisor call me back in 24 hours. About 4 hours later the supervisor called me back. We argued for about 15 minutes until the supervisor asked what she could do to make me happy. I told her a complete refund of the money I was overcharged. She told me that they can only refund up to 2 months of the services I was overcharged. She credited my account 100$ and said she would take 30$ a month off my bill for 6 months then 25$ off for another 6 months. I told her this was acceptable and ended the phone call. After hanging up I wanted to know how much they were actually saving me. I added it up and came up with 430$. Then I added up the amount of money I was overcharged and came up with the amount of 526$. That is a discrepancy of 96$. I also do not like that they just credited my account so that the refund would go directly back to pay my bill. I would like a complete and full refund credited back to my checking account all at once. I also think that they should give me a full refund PLUS give me the year long discount for the trouble I have gone through. Giving me the refund is the bare minimum Comcast can do. Giving me the full refund and the yearlong discount would make me not want to discontinue my Comcast service and go with DirectTV.
What Should Have Comcast Done Instead
Comcast should have notified all its customers when the service was no longer required. They should have sent out a clear email that stated what the situation was.
I would like a full refund of the money I was overcharged. I wanted the refund in check form or a credit to my checking account. I dont want a refund that is only good on my cable bill or a discount of 30$ a month for a year as a substitute for a refund. I would like the refund and discount.
You can contact Sol at solhickey at comcast.net
