Very Poor Customer Service

My husband, Joe, and I elected to cancel Cinemax and Showtime. He =

called the customer service telephone number, which was busy, informing =

him to call back. Joe then attempted to cancel service via email and =

was told to use the chat service.

Last night, I spent 1 1/2 hours waiting to be helped via the chat =

service. When it became my turn, I spoke with an Alfredo. Along with =

cancelling the two premium channels, I asked if anything could be done =

to with an ongoing problem I had with On Demand. I informed Alfredo =

that I watch television while I am getting ready for work between 5:00 =

am - 6:00 am. On many occasions the program suddenly becomes interupted =

and the box with a referral number comes up and I cannot finish the =

program. I have attempted to contact the the number shown in the box =

many times (at 5:00 or 6:00 am) and have received a recording that all =

lines are busy, to call later. I do not have that kind of time.

The outcome of my 1 1/2 hour wait resulted in a cancellation of all the =

premium channels (I still want HBO to watch Bill Maher) and he either =

could not grasp my other problem or he was playing games with me. =

Hence, I will never use the chat service again.

With regards to customer service:

a.. When a telephone number is provided for the customer to call, the =

message should never say the lines are busy and to call back. How can =

all lines be busy at 5:00 am?

b.. Customer service is not directing a person to a chat service where =

there is an 1 1/2 hour wait. And resulting in an unacceptable outcome.

c.. This concern has been discussed with local representatives who =

provide non-specific responses as though I should be happy I am a =

Comcast customer.

d.. There should never be canned responses to emails.

I recently had a wonderful online experience with Anthem Blue Cross of =

Nevada. While online the presentative was most helpful and I was =

referred back to the same representative via their direct email address =

throughout my entire experience.

As a healthcare professional who has designed, developed, and =

implemented countless customer satisfaction programs for large area =

health systems I must say that Comcast has a poor perception of what =

customer service is all about. I have had Comcast Television for over =

20 years and Internet for over 10 years. Your customer service has =

never been the greatest, but it is getting worse all the time.

I have never liked threats from customers. However, for years Joe has =

wanted to switch to WOW because the people we know who have WOW find =

customer service to be excellent, the services as good as Comcast, and =

the price cheaper. I have not wanted to switch because I have had the =

same email address for years and it would be labor intensive to switch. =

After this experience, I may reconsider.

Please correct the problem mentioned above and get back with me. Thank =

you.

Lorraine (Joseph) Dragun

21817 Englehardt

St. Clair Shores, Michigan 48080