September 25, 2011
Comcast Senior Vice President of Customer Relations
My family has been a customer of Comcast for a number of years now and we have loved every minute of it. The internet connection has never let us down and has been better quality than any other service we’ve had in the past. The cable service has been everything we’ve needed and more. After this positive experience I had been excited to know that the service provided to my apartment at college would be Comcast.
However, I’m sad to say that my experiences with this company have no longer been positive.
Over this last summer the apartments I am currently living in were finishing being built. Knowing that the process of registering the site as a place of residence might take a while, my landlord, Kimball, contacted Comcast to have them start getting things set up. He started the process at the beginning of July being told that internet would be set up in plenty of time for the residents to move in, at the end of August.
Kimball kept in contact with the Comcast Service Department in Logan, Utah filling each request they made in order to fully register the site as a place of inhabitance. After filling the requests, the local department told him that they now were only waiting for confirmation from their engineers to be able to finish the process.
By this time it was only about a week until the tenants would be moving in but there was still a promise that it would be done in time. Unfortunately that was not the case. Students were moving into the apartments and still there had been no word from Comcast, despite Kimball’s calls.
Knowing that since the apartments were new there were bound to be some things we would have to wait for, we were patient. But after many failed promises of installation we began to get frustrated. Being students in college, internet is not something that we can do without. So we began making calls to Comcast to find out what was holding up the company from approving our site for set up. But each time we called we were placed on hold and transferred to someone else. These phone calls lasted over an hour not only did we not get the answers we were looking for, those we talked to seemed to have little interest in our situation.
It has now been one month since we have moved in and, therefore, over a month of failed promises of installation with no reason. Unfortunately, this leads me to question the Customer Guarantee which states:
We are committed to providing Comcast customers with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue quickly and as professionally as we can.
Needless to say my previous positive experiences with Comcast would not have prepared me for the current issues we are dealing with. Although the services provided are comparable to others, we are being forced to look elsewhere for the basic customer service we expect out of any decent company.
Feel free to contact me at your earliest convenience.