COMCAST Customer Service

COMCAST Customer Service

June 29, 2006

Mr. Brian Roberts and Mr. Ralph Roberts: Chairman and CEO and Director COMCAST Communications respectively. While I doubt that this message will ever get to these gentlemen I must lay out my complaint with COMCAST and the failure to deliver on basic customer service. In early May 2006 we contacted COMCAST to acquire the combined high speed internet/telephone and cable service. A technician arrived at our home on May 14, 2006 only to inform us that the necessary cable was not there to connect to our home. I personally witnessed him contacting the office to have this accomplished. My wife contacted COMCAST and was informed that the necessary cable was laid on May 23, 2006. The technician returned on June 6, 2006, and again we were informed the necessary cable had not been laid to the house. We were then informed that the cable had actually been laid on June 20, 2006. My wife just contacted COMCAST and was informed that our order had been cancelled. My question, "Do you really wish to have a reputation for such shoddy Customs Service?" This is functioning with an attitude of consumer be damned. To make matters worse although we have waited nearly two months for service that was never installed we are informed that the price that was initially offered is no longer available because the promotion has lapsed. If the situation had been addressed when it was supposed to this would not have occured. Personally, the offer should still stand and COMCAST should stand behind its offer particularly after not having delivered on its commitment. Admittedly, this may be just blowing air since I do not believe that people who should see this will ever see it, but I can't believe that you would want to establish a record for your corporate identity of providing such bad service. But then, again, maybe you don't care. If so, how very sad.

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