Last chance, Comcast.

Posted Wed July 8, 2009 7:48 pm, by Bruce C. written to Comcast Corporation

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To Whom It May Concern,

This is the 2nd (and final) letter I am writing to you regarding this issue. As I stated in my previous letter, I started to have connectivity issues with my internet service on June 25, 2009. The internet speed was significantly reduced, by at least half the intended speed. On June 27th, I called your customer service line, and they scheduled a technician to come to my house on July 3rd. He came out on that date, and could find nothing wrong with the line with the equipment that he had.

Obviously, there is a problem with the line, most likely an exposed cable outside, since the problem is significantly worse when it's raining.

On July 5th, I wrote my first letter of complaint, and I was contacted by a Ms. Robin Reams on July 6th. Ms. Reams placed an order for a more senior technician to come to my house and more thoroughly check the line. This appointment was scheduled for July 8th, between the hours of 2pm and 5pm. On that date, I called customer service once again just before 5pm, since no technician had yet come. The CSR assured me that he'd be there shortly. Around 7pm, I called back since there was still no technician at my house. Your CSR put me on hold so that she could contact dispatch. After about a 5 minute wait on hold, I was suddenly transferred back to the main menu, and had to re-contact another CSR. After explaining what had happened with the original call, she informed me that there was no way they could contact dispatch, and that I would likely have to reschedule my appointment.

This is TOTALLY unacceptable! This problem has been going on for 2 weeks now, and your customer service leaves a lot to be desired. Furthermore, I specifically came home from work earlier than normal so that I could be home during the scheduled appointment.

Comcast is now on their final chance to keep me as a customer. If I see no results within the next 2 days, I WILL cancel my account with you, and contact Verizon Fios for their services.

If Comcast really cares about keeping a 10+ year customer, they will act fast. If not, well then, no longer will I care, as my account will quickly become a thing of the past.

It's entirely up to you, Comcast. The ball is squarely in your court. Act now, or do nothing. It's your choice.