Sunday, August 11, 2013

Comcast

Brian L. Roberts, Chairman and CEO
One Comcast Center
Philadelphia, PA 19103

8/11/13

Dear Mr. Roberts,


I am writing to you regarding my recent experience with Comcast's online webchat. First of all, I greatly enjoyed being able to do it this way rather than via the phone. The service representative I spoke with, Nirbhay Narayan, did an excellent job, and I am very grateful for this positive experience with Comcast.

However, the purpose of my web chat was to move service to a new address, since I am moving. At first, Nirbhay wanted to send out a technician. I have had bad experiences with technicians in the past and, since I only have Internet service, Nirbhay was able to waive this and allow me to just plug the modem into the wall, which is all that needs to be done. Again, I am grateful for this.

What I don't understand is that there is a $10.00 fee for me to a modem into the wall myself. I feel I am being charged for work I am doing myself, which is ridiculous. Nirbhay said he was unable to waive this fee, and I told him I would follow up with a letter. I don't blame the representative for this, because he is unable to waive the fee. However, I think Comcast can waive this one time fee for me, and I would find it most appropriate considering I am the one doing the installation. “Installation” being connecting the modem into the wall, a two second process.

Thank you for your assistance in this matter,

No comments: