SHEsaysWITHaSMILE.blogspot.com

DEAR COMCAST, from (me!) sandra, tvgp

i will take the time to hand-deliver a detailed version of this letter to the livermore comcast facility. -and then i'm done

***

Dear Comcast General Manager

I have been a loyal comcast customer for many years. Have publically sang the praises of what is my favorite techonology of all the time: the DVR

but problems started (and continue) since moving from one location to another.

Briefly -because I am exhausted and pressed for time,

When I moved in August of 2010, and started renting a room in Pleasanton, Comcast was unable to make this transition with me

It appears your billing/service systems do not currently have the ability to address a room renter vs. a home owner. /Although how you service/bill individual customers who live in apartments might serve as a template.

In any case, ... I am renting a room from a home owner. The home owner already has comcast cable tv -and I am privileged to have a tv in my room, covered by the home owner, so I no longer require comcast tv cable service.

The home owner also has wireless access, and I no longer require comcast internet wireless service, as my computer works with the home owners.

What I still do use.. and in fact depend on for my livlihood, is my COMCAST EMAIL. I have 1 email account with 3 email addresses that I use every. single. day.

And while I realize, I can set up free email accounts through other services, I have remained with Comcast, as I am deeply embedded with my comcast emails, which are connected to just about everything else I use, including but not limited to: paypal, amazon, my website, my customer base, my friends/family... and which serve as forms of reply communication for every query/submission, I send out as freelance writer... this list is very long.

Changing email addresses will require a great deal of my time, energy. I had been willing to pay $60 a month just not to have to...

So.. When I moved, the only thing I did, which set off what is now a comcast nightmare, is this:

I went in person to the Livermore Comcast facility to have my address changed. That's it.

Something went wrong, and my comcast was shut off -completely. No access to my email accounts.

Solving this problem took -3 different appointments. And over 12 hours. That is, 3 different appointments, with 3 different comcast service representatives coming to my new address

And while you are terrific at keeping appointments -and terrific at calling 3 times to verify that you will keep your appointment, and be on time,

Once the service people arrive -on time.. they have no knowledge for actually solving the problem they've been presented with, which -in my humble opinion; should be an easy fix for a high tech company like yourself

And so... at last! 3 people, 3 appointments, and 12 hours later, it appeared my problem was solved, -and I spare you here the details..

But.. turns out I then started receiving not one new bill with my new address (for nothing but emails, may I remind you)

but! Two different bills, with two different account numbers -and with service addresses different from the billing address

my goal was -one bill, emails only, service and billing address the same; my new location.

and so I received a call on one day, stating I owed some $136 -and then the very next day, a call where I was told I owed, $270?!

"Really?! My bill for emails only went up over $100 overnight?" That's amazing! And I know not to take my frustrations out on the customer service reps who have nothing to do with creating or solving the problem at hand

So I turn to you.. General Manager.. or perhaps.. Operations Manager.. who ever is over the General Manager...

In hopes you can resolve this.

And I am both relieved and thrilled -while my emails remain held hostage

that I do not also have my phone number attached to comcast, as I'm pretty sure, all forms of communication for me would be unjustly cut off while I sat at the mercy of your competence to correct errors which originate at your end.

So -this has created a grand disincentive for me to take advantage of any discounts for grouped services. I will never..

With great hope you will resolve this in under 10 days

credit my account. Restore my access to my emails -which I"ve had for more than -10 years? So that I can return to being productive.

Thank You,


Sandra Harrison Kay
925 337 2320
Pleasanton, California

CC: BBB, Change.Org, FBC

posted by SHE @ 7:32 PM