Monday, July 22, 2013
First World Problem with Comcast
July 19, 2013
Senior Vice President of Customer Experience
1701 JFK Boulevard
Philadelphia, PA 19103
Dear Mr. Karinshak:
I’m writing to let you know how incensed I am as a result of spending the past few days dealing with almost unbelievable professional ineptitude and nonexistent customer service on the part of Comcast.
Each time I had to wait an excessively long time for a customer account executive to become available. I had to explain what I was trying to do over and over again. I was told more than once that your system is down and I need to call back later. I did not get callbacks from you as promised (which means I didn’t leave the house, take showers or do anything else that might cause me to miss calls that never came).
When I finally spoke to someone named Serena, she told me arrangements could not be made without a post-dated check. I obtained this and started calling again. In addition to Serena, I spoke at various times yesterday and this morning with Samantha, Aaron, Shirley, Joe, Jessica, Beatrice, Robert (supposedly a supervisor) and finally Emily, who took down our bank account and routing numbers, provided me with a confirmation number and promised that our service would not be interrupted.
After waiting for more than 90 minutes and hearing nothing, I called again and after several minutes on hold, was told by Cicero that my only option was to wait for a callback. I insisted on speaking with his supervisor, Keewana, who restored my cable TV but not my internet. I had to call back and speak with Nirvana, Muhammad (who hung up on me) and Shasta before my internet access was finally restored. I was able to start my day at lunchtime. (I learned my phone service had also been suspended – I could only make calls to Comcast – but that too was restored after a frustrating delay.)
That’s 15 – yes, 15 – different Comcast employees and several hours worth of stress and aggravation.
I utilize the internet connection for my job. I can’t send and receive messages and documents, reference relevant web sites or communicate with contacts when there is no internet connection. It’s not merely an inconvenience like losing cable TV; it affects my livelihood.
I realize this is a First World problem, there’s no such thing as customer service anymore, and now that the U.S. Supreme Court ruled that corporations are people, Comcast is free to be a heartless, bullying, grossly incompetent jackass with no repercussions. Still, it would be nice if someone in the Comcast labyrinth gave a rat’s behind about how you detrimentally affect the lives of those who pay hard-earned money for substandard service and significant stress. If I could bill you for the time and aggravation you cost me, you’d owe me a big ol’ chunk of change.
Thanks for the worst “customer experience” I’ve had in 51 years on Planet Earth.