Today started off the same as last week with no connection when I woke up. But today instead of calling Comcast, I emailed them a letter. I believe the letter was professional and mature, simply requesting someone help me with my ongoing issues. I described my recent troubles and suggested that they check out this blog for a more detailed account of my problems. I then sent that letter to a few people in Customer Service and Communications for Comcast.
Those emails went out at nearly 4 p.m. and by 5:30 I had received three calls from Comcast. At 8 p.m. this evening I received my fifth call from them. I must admit I’m impressed. I received calls from Cathie and Andrea, who I believe work in Customer Service. I also received a call from Angela. I’m not sure which department she works in, but she said that my modem had not be properly configured on their end and she fixed it. Wayne, who works with the field technicians, called to say someone would be coming out tomorrow to look over everything and find the problem. He also apologized for the past issues with the technicians and – without me asking – said I would be credited for the days I was out of service. Andrea bookended the calls with a follow-up to make sure that I was aware of my technician appointment tomorrow and to say she would check in with me after the appointment.
Very good customer service from all of them. They all were very professional and sincerely seemed to be disappointed with how my case had been previously handled. I was promised follow-up phone calls after tomorrow’s tech visit and I was even given direct numbers to call back should I have any further questions.
I was honest in my complaints and I want to be fair on the other side. Today I was very impressed with the quick turn around and the sincerity each Comcast representative conveyed. All I’ve asked for is someone to fix my service – or tell me what’s wrong with my computer or equipment if the fault lies with me. They now seem willing to do that and I am very appreciative.
Tomorrow between 2 and 5 p.m. my technician should arrive. I look forward to then and hope that I can report tomorrow on this blog that the problems have been fixed.
