Comcast Calvacade Continues

My first comment, should be something I should have discussed earlier. The unspoken question is “What would you like Comcast to do?”

Simplest answer “I would like Comcast to send me the modem as outlined previously in their letter.” I would also like a written correspondence sent via hard copy explaining their response policy and what time of reaction times a customer should expect. I would also like that correspondence to explain the situation and causes from their side and an apology. Notice I am not looking for money or renumeration; just an understanding.

I have two people following me via Twitter that work for Comcast so I believe that they are monitoring. Notice I do not say listening as their past history does not indicate that there is communication or reaction. Here is my list of actions that leaves me to come to that conclusion:

• In previous comment on my blog Comcast indicated that “… I just wanted to let you know that I’ve passed your comment/issue along to our digital outreach team. Someone from that team should be contacting you shortly …” Apparently shortly is measured against years not days as there has been no contact yet.
• After waiting for that “contact coming shortly” I followed the suggestion in the comment that I contact we_can_help. I did on Wednesday, January 6 at 8:32PM EST. Response came at 8:29AM EST Thursday, I replied to the question at 9:30AM EST. There has been no response so a few minutes ago (Friday, 6AM EST) so I sent a follow up. the question was could I provide a phone number so they could access the account; that cracks me up as I wrote that e-mail from my Comcast e-mail account – specifically for that reason.
• The comment on Twitter “ComcastMelissa: @BradfordBenn can i help?” While that is a nice question, and made me realize that I did not spell out what I was wanting it also appears that there is no coordination of effort of customer contact.

Part of this is my fault for not explicitly saying that I e-mailed “we_can_help” I did expect that if Comcast was truly putting forth effort that they would have checked their customer contact database that has Jennifer Benn’s e-mail exhcanges in there, looked at the letter to determine that we are located in the Chicago Region, or followed up with the previous comments made by Comcast on my blog or their blog. They could have used the Contact button on every page currently in my site to reach out directly. The biggest disappointments are the following:

• There was no communication of the error in the letter.
• The responses that Jennifer received indicate that there was no effort to responding to the comments made – just run the script. (If you want to incident numbers, feel free to Contact me.)
• A timely response to communications, even if it is just something as simple as “We are still working on your issue …. will respond with more info …”
• A basic acknowledgment when I respond to an e-mail query.

Oh the big thing that not all my readers might be aware of I teach audio networking technology, I am a “product expert” for networked audio products, I used to be a Novell Network Administrator. I think I am qualified to configure and swap a modem – if not I could call Comcast Tech Support….  oh wait that is like unicorns it doesn’t exist apparently.