Comcast (2)

10/21/2013

Customer Support
Comcast Cable
1500 Market Street
Philadelphia, PA 19102

Dear Comcast,

The modem I have is getting progressively sketchier and is always on the fritz.  Please send me a new one and a pre-paid envelope to mail the other one back in.  I will have no problem doing the self install and do not need a technician to come out.  I also request that you please do not call me via telephone.  My account # is  ######################################################################.

Sincerely,

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,

Comcast

7/28/2012

Mr. Neil Smit, President and Comcast Executive Care Team
Comcast Cable
1500 Market Street
Philadelphia, PA 19102

Dear Comcast,

I recently canceled my television service because a channel I wanted was switched to a more advanced package without my knowledge. I have since returned the box and am writing because I am completely flabbergasted in trying to figure out what I actually owe for August.

Before canceling, I owed 74.49 (which was somehow unexpectedly $20 more than the previous month with the same packages, but that's neither here nor there). Simply deducting the costs of the XFINITY TV and associated fees, I should owe 37.44 (Internet, Modem Rental and Sales Tax).

The form I received from the center where I dropped off my box states “STMT BAL: 74.49, CUR BAL: 46.01.” I assume CUR BAL is what I owe. Not understanding where the extra ten dollars came from, I went online. There, I had a litany of credits and charges that not even a forensic accountant could sift through, culminating in the final line “Total Pending Charges $48.87.” This is ten dollars more than I actually owe, and $2.86 more than my receipt from the Comcast center says I owe. Nothing here jives at all. If anything, I should owe LESS than $37.44, since there are four days in July that I shouldn't have to pay for XFINITY TV and associated charges. I am not sure what sort of comedy of errors has ensued, but the base price of the Internet package is $29.95. How I get a bill for $20.00 more than that is absolutely silly. I trust you will aide me in resolving this.


Sincerely,

Comcast

5/26/2012

Mr. Neil Smit, President

Comcast Cable
1500 Market Street
Philadelphia, PA 19102

Dear Mr. Smit,

It has recently come to my attention that my Comcast Cable and Internet has changed from $85.55 to $93.49 a month.  Mind you, I was not on any sort of deal where the service was cheaper for a certain number of months.  This was just a straight jack-up in price.

Now, I’m sure I accidentally tossed out some nondescript jargon-laced paperwork that explained what necessitated this change, and I’m not even going to spend any time arguing with your customer service reps about whether or not I received it.  I just want to let you know, I seriously feel I am continually getting less and less for my money with Comcast, and more and more I’m seeing it as something that I just flat out cannot afford to be wasting my money on.  In fact, I had already called to have my features downgraded because I couldn’t afford the previous price.  I was glad to see it down in the 80s range for a while, but here it is going up again, unexpectedly.

I am not a huge TV watcher and I no longer need the Internet for work, so what are my options at this point?  Should I cancel one and hang onto the other for a while until the price of one service alone gets jacked into the $90 range?  Which one of the two is cheaper?  I’m thinking TV will just have to go, unless there are any further downgrades I can ask for.  And at that point, is it even worth having?

Let’s be honest, with all this DVD and Blu-Ray and FIOS and all this other crap, the value of what I’m getting in a standard cable package is actually decreasing, and yet I am continually paying more and more for it.  It’s price I simply can’t afford.  I hope you can work with me on this somehow, but please do not contact me via telephone.  My account number is ###################.

Sincerely,

Comcast

Dear Editor,

I am writing to you as a Comcast subscriber in hopes that you will publish this for the benefit of other Comcast subscribers.

For the past month or so I have been trading letters back and forth with the company, asking to be refunded for downtime which I have experienced on their cable television and internet services, amounting to something along the lines of 10-15 hours. This was mostly during hours after 1 AM. The amount of money calculated out to less than a few dollars, but on principle's sake I should not have to pay for downtime. Comcast seemed marginally interested in determining the nature of the problem in order to solve it on their end, but not in refunding me. They even sent a five dollar registered letter informing me that I was not available to answer their calls during regular work hours. Five dollars which could have easily been refunded to me for the downtime. This stands in stark contrast to businesses like Get Go (Giant Eagle), who went out of their way to correct a problem.

I feel that Comcast is a poorly managed company which owes its subscribers more than this. I can only hope that with additional competition from Verizon Wireless that they get their act together and start serving their customers like they are supposed to. At the very least I will soon have the opportunity to switch.

Sincerely,

Comcast

7/27/07

Dear Mr. Roberts

I have been a faithful subscriber of your service for almost a year now. In that time, I had to receive two additional visits from serviceman to replace faulty devices, one for the cable TV box, and one for the internet.

Within the past month or so I have experienced an unacceptable amount of down time on both services. About a month ago, my internet was down for approximately 10 hours. Irritated, I wrote down the time it was down, intending to write a letter. Once it kicked back on, in good faith and understanding of potential company difficulties, I discarded it and forgot about the incident. Then last week, my internet was down starting at about 10:30pm eastern time-- A completely inappropriate time for routine service if there ever was one. This time the kicker was that the television was down as well. The service began to function again the next day at 10:00am. Again, routine service should have been long over at this point, considering this is during daytime hours when people are awake and using these services. Assuming, again in good faith, that this was due to some kind of accident with a telephone pole or power line or something of that nature, I discarded the piece of paper on which I wrote down the time the service was out and opted instead to ignore it as a one time thing.

Now, I am faced with the same situation. It is 12:30am on 7/26, and both my TV and internet are down. I am assuming this is not due to either my TV or internet box, considering both have been replaced and should be new and in working order. I am also assuming that both aren't failing to work at the same time. I am simply not receiving my service from Comcast.

The synopsis: I am not paying for this down time. If I don't get service, I expect that a sum of money calculated at a per diem rate will be returned to me. Since I don't have the exact times for the first two incidents, I am going to use the conservative estimate of 24 hours worth of service that I have been denied. Please do not contact me in order to send a serviceman to my apartment. This purpose of this letter is financial restitution, not to schedule repair service.

Addendum: Service resumed sometime before 8:00 AM on 7/28).

Sincerely,