I am writing this letter to express my frustration and anger regarding a recent experience I had at the Comcast location in New Castle County, Delaware.

This past Saturday, July 11, 2009, I went with my fiancee to the ONLY Comcast location in New Castle County so that I could exchange one of the current DVR boxes that I have for an HD DVR box.

We decided to go early (around 10:30 or so) as we were running errands and we figured it would be a quick stop. When we arrived in front of the location we saw that it was crowded and there was a line of about 3-4 people out the door. Since we had other errands to run we decided to come back later.

Our return trip did not occur until 3:30pm. When we arrived it was not as crowded as before but there were still several people waiting. I would say about 12-15 people were in line ahead of us.

After waiting for about 45 minutes, and watching one woman leave because she had to go to the bathroom and could no longer hold it, a security guard annouced that anyone there to make a payment should get in one line and they would be taken care of. This left about 4 people ahead of us with one teller to service us all.

After about 5 minutes more of waiting the security guard annouced that they were out of stock on DVRs (HD and regular).

I have several complaints:

This is the ONLY location in New Castle County which is (I believe) the most populated county in Delaware. Not to mention Comcast has the monopoly here. It was a Saturday, which is when most people are able to stop by this location, and there was only two people working. The system for servicing people is lacking in organization. I think things would have moved much faster if there was one line for payments and the other for people with equipment issues. There wasn't enough stock. I would think a company with the monopoly in a large county would have equipment coming out the seams, but I guess I was mistaken.

I would like Comcast to have better staffing on the weekends which is when they will have the most clients. I would like there to be a better stock of equipment so that I do not waste 45 minutes of my day waiting for something that I will not get. I think Comcast should have either a sign or a staff member to greet customers when they enter advising of what equipment they are out of stock on and an expected wait time.