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Thursday, August 16, 2012

Why Everyone Hates Comcast

I did a successful EECB on Comcast back in 2009 which The Consumerist published here: http://con.st/5365772

I've not had to do another since.... until last night. It too was successful.

I used the same lot of email addresses from my old post. Many bounced, and I trimmed the list of the ones that bounced and will include the new list at the end of this email.

Yesterday at 6:00PM EST my Business Class Internet went down.

I placed my first call to business class support at 6:06.

For some reason, when I would enter my business phone number, it would tell me it was a residential account, and route me to residential support. They obviously weren't able to help me, so they would transfer me back to business support. The thing is, they kept putting me back into the automated system, which again, would tell me I was residential customer, then eventually hang up on me.

After 25 minutes of this, I decided it was time to record the calls.

I tried for 2 hours to contact business class support. Mind you, this entire time, my service was down. I just kept going around in this loop. I even asked residential to get a business tech on the line and conference me in. They would agree to do it, but then just dump me back into the automated system.

After 2 hours I gave up and decided it was time for another EECB.

I sent the following email at 8:54PM EST:

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Date: Wed, 15 Aug 2012 20:54:16 -0400
Subject: Comcast Business Class Woes

Hello,

I wrote all of you back in 2009 with a major issue I was having.

Luckily we have not corresponded since.

Unfortunately, tonight, I am left with no other alternative.

My Business Class service went out at 6:06PM EST. I have been on the phone
for the past 2 hours, just trying to talk to someone in business class
support.

The automated service tells me i have a residential account, then routes me
to residential service. The residential agent tells me i have a business
class account and puts me back into the automated system. After entering my
information again, the system hangs up on me.

This has happened approx 12 times spanning the past 2 1/2 hours.

I have asked the last two agents to please get a rep from business class
support on the phone and conference me in with them, but they both just put
me back into the automated system which both times ended up hanging up on
me.

My BUSINESS CLASS SERVICE has been out now for almost 3 hours, and I CANT
EVEN REPORT IT. I have no way to get in touch with business class support
because I have been bounced around and disconnected constantly since 6PM
EST.

I know I am outside of some of your areas from the last time I wrote you
all. So I will include my information below. I need to speak with someone
in BUSINESS CLASS SUPPORT and get my service restored. I know it's not an
outage, because I am next door typing this email to you.

My phone number:  XXX-XXX-XXXX
My Service Address: XXXXXXXXXXXXXXXXXXXXXX

Please assist me in getting in touch with Business Class support so I can
at least REPORT my problem. I've already been down for almost 3 hours now.

Thank you,

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The last time I EECB'd Comcast, I got a ton of calls within 20 minutes.

This time, I waited over 2 hours and heard nothing.

I figured I'd send off one more email at 10:45. It follows:

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Date: Wed, 15 Aug 2012 22:47:58 -0400
Subject: Re: Comcast Business Class Woes

I am extremely upset with the support I am NOT getting as a Comcast Business Class customer.

For 2 1/2 hours I tried, and was UNABLE to contact Business Class support to report my outage via your phone system.

With nowhere to turn for help, I email all of you over an hour ago, and still have not received a call, nor an email, nothing.

I recorded the last two hours of my attempts to reach support via telephone. These recordings, along with these emails will be sent to major consumer, tech, and news sites tomorrow when I get somewhere that has service.

I'm appalled at the quality of service I have received during this outage.

4 hours I've been down, and STILL have not even been able to speak with anyone in support.

This is beyond absurd.

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In about 5 minutes (around 11:00PM EST), I received a call from a local tech. He said he could be here in 30 minutes. Here was here in 20. Actually THEY were here in 20. Two Comcast techs showed up. One of them said to me as he walked in, "Man, you know the right email addresses." 

They looked at my modem, and said the modem was bad. The explained that the night guys don't carry modems, and made a phone call. They said they could have one out in the morning. I agreed, as long as it was before 10AM.

9AM this morning, a tech shows up with a modem, installs it, and restored my service.

Now while it may seem the EECB wasn't successful because I had to wait so long for service restoration, I consider it successful because my only goal was to just let business class support know I was having a problem. With business class support, any calls after 2PM wont be handled until the next morning anyway, so I was fine with that.

If you'd like the full 1 hour 15 minute version of the audio, you can download it here: http://www.dickkickers.com/Comcast_Full.mp3

Here is the condensed 3 Minute version: http://www.dickkickers.com/Comcast_S.mp3

Following is the cleaned up list of email addresses. I may have missed a couple, but I removed a good majority of the bouncers I'm sure:

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We_Can_Help@cable.comcast.com, david_cohen@comcast.com,
        ralph_roberts@comcast.com, marlene_dooner@comcast.com,
        payne_brown@comcast.com,
        victoria_clarke@comcast.com, jim_coltharp@comcast.com,
        sena_fitzmaurice@comcast.com,
        melissa_maxfield@comcast.com,
        cindy_parsons@cable.comcast.com, eilene_vaughn-pickrell@cable.comcast.com,
        theressa_davis@cable.comcast.com, kelle_maslyn@cable.comcast.com,
        ray_child@cable.comcast.com, steve_kipp@cable.comcast.com,
        tom_yates@cable.comcast.com,
        helen_bell@cable.comcast.com, bob_curtis@cable.comcast.com,
        greg_aschenbach@cable.comcast.com,
        lori_kohler2@cable.comcast.com, ralph_roberts@cable.comcast.com,
        joseph_collins@cable.comcast.com,
        george_roberts@cable.comcast.com,
        derrick_clark@cable.comcast.com, esl_corp@cable.comcast.com,
        david_watson@cable.comcast.com,
        john_schanz@cable.comcast.com,
        michael_doyle@cable.comcast.com, john_ridall@cable.comcast.com,
        bradley_dusto@cable.comcast.com, bill_connors@cable.comcast.com,
        kevin_casey@cable.comcast.com,
        brian_roberts@comcast.com, john_morabito@comcast.com,
        joe_waz@comcast.com,
        audit_committee_chairman@comcast.com, smbonovitz@duanemorris.com,
        julian_brodsky@comcast.com, roger_paul@cable.comcast.com,
        marc_broadnax1@cable.comcast.com, wayne_hall@cable.comcast.com,
        charlie_kennamer@cable.comcast.com,
        marybeth_schubert@cable.comcast.com,
        darcy_rudnay@comcast.com,
        jennifer_khoury@comcast.com,
        jenni_moyer@comcast.com, jenni_moyer@cable.omcast.com,
        charlie_douglas@comcast.com,
        john_demming@comcast.com,
        corporate_communications@comcast.com,
        andrew_c_johnson@cable.comcast.com, david_johnson@cable.comcast.com,
        dave_johnson@cable.comcast.com, sherman_peterson@cable.comcast.com,
        steve_burke@cable.comcast.com, peter_golfinopoulos@cable.comcast.com,
        jim_bellamy@cable.comcast.com.com, john_colucci@cable.comcast.com,
        bobillinois_cole@cable.comcast.com
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If you have a problem with Comcast, email all these people. You'll get some type of response.


Yes Comcast, this is why everyone hates you so much that you had to rebrand your services.