The attachment that gave the previous (Let Comcast...) post meaning did
not go through to the board. Individual subscribers should have received
it via email, though. Anyway, Ill paste it in: (The message on top was
sent to Comcast)
I forgot to mention in that last email that what Tony offered on the
phone was for me to take $50 off my first bill, pending my receipt of
the rebate. But, I paid that first bill, and now I'm begging for you to
apply it to the second bill.
So, I'm asking for less than what I was promised
According to what Comcast told me, the rebate is due to arrive in the
next three business days. (After what I've experienced so far today, it
seems unlikely that that will happen.) But, for the sake of argument,
let's assume you weren't lying about when the rebate will arrive. So, if
I got the rebate and put it in the mail the following day, that would be
three days later than if I mailed the payment the next business day
(Monday).
Upshot: What you are so stubbornly arguing about amounts to a three-day
delay in your receipt of payment. Which, I suppose I have to add yet
again, is what you told me you would do.
I just wanted to get in every last detail, to show the full extent of
how hysterically ridiculous your recalcitrance is, before I start with
the publicity.
------------------------------------------------------------------------
Subject:
Re: Web Form Submission: Billing/Invoice Question
From:
Joe Sibley
Date:
Sat, 30 Apr 2005 18:43:16 -0700
To:
Comcast Seattle
That's odd, where I come from an employee's refusal of a request to talk
to his/her supervisor is a serious offense. There seems to be a
pervasive confusion in your corporate culture of the concepts of "can't"
and "won't."
No notes, eh? Do you think I made the whole thing up? Failing to make
notes is Tony's problem, not mine. (When I was on the phone, I didn't
make any notes about having to pay for service, but I'm doing it
anyway.) Could the absence of notes be due to this bait and switch
pitch being SOP?
I'll find a way to take this to a higher level without your help,
Christopher. This email will be forwarded eventually, so I would like to
make a suggestion to whomever I deal with next: An extra measure of
goodwill is lost when staff apologize for inconvenience when they are
adding to inconvenience.
This bill is still under dispute.
Comcast Seattle wrote:
Dear Joe,
Thank you for contacting Comcast Cable. I apologize for any
inconvenience you have been experiencing.
There are no notes on your account to indicate that the $50.00 rebate
wold be applied to your account in the way you described. I am unable
to escalate this for you.
If you have any more questions feel free to reply to this e-mail, or you
can chat with one of our Online Customer Support Specialists 24 hours a
day, 7 days a week at
http://www.comcastsupport.com/sdcuser/asp/default.asp
Thank you for choosing Comcast.
Sincerely,
Christopher Comcast Online Customer Support
Original Message Follows:
-------------------------
Next level of authority, please.
One more time, processing protocols are irrelevant. The issue is Comcast
reneging on a verbal contract. I am more than 99% confident that you
indeed can bypass the process, but just don't want to. By what mechanism
you fulfill your promise is of no concern to me. I just want you to do
it. If it's true that you can't fix this for me, then your customer
service department is astonishingly poorly run. I'm sure this issue has
come up many times before.
Any disinterested person who knows anything about telemarketing will
tell you that it's extremely likely that what Tony told me was part of a
script. I didn't ask for any details about use of the rebate. He offered
them unbidden. He repeated it several times for emphasis. Evidence
points to this being part of the standard sales pitch.
But, whether Tony's offer was SOP or not, he was representing Comcast.
And I want Comcast to do what he said you would. I'm not asking a lot.
If I have to send many more of these emails, I'm going to ask for
compensation for my time and effort to correct your error. If I go as
far as I can and your top executives insist on stonewalling about a
slight delay in receiving $50 (cash flow problem??), that one of your
sales reps committed to, then I'll go with DSL. I much prefer
high-speed, but DSL will do- unless, of course, the DSL provider lies to
me, in which case I can go to a different DSL provider. I think I can
find a decent one, because they operate in a non-monopoly environment
and have incentive to treat their customers fairly.
Comcast Seattle wrote:
Dear Joe,
Thank you for contacting Comcast. I sincerely apologize for any
unpleasant experience you had recently with your Comcast service and
thank you for bringing this matter to our attention. However, the rebate
is processed thru protocols we have previously explained. We regret
that we cannot bypass that process.
If you have any more questions feel free to reply to this e-mail, or you
can chat with one of our Online Customer Support Specialists 24 hour a
day, 7 days a week at
http://www.comcastsupport.com/sdcuser/asp/default.asp
Thank you for choosing Comcast.
Sincerely,
Deborah M. Comcast Online Customer Support
Original Message Follows:
-------------------------
Comcast,
I'm afraid your response is unacceptable.
What your phone sales rep did is known as bait and switch. When I was
calling to request Comcast service, I was in an unusually good mood, and
I think this is why I was off-guard and not mindful of the fact that
offers made vocally (as opposed to in a fixed medium) can easily be
reneged on. I try to be trusting, but it rarely pays off. In that phone
call, you held me to my words. I ordered service and agreed to pay for
it. You took all the info I provided as true. So, what I said mattered,
and I'm holding Comcast to the same standard.
I thought that my first email today was only a formality. Now I see that
you're going to make me fight to hold you to your word. You are taking
my valuable time to correct a problem of your own making.
The method of processing your rebates is irrelevant to the topic at
hand. I'm aware of on-line payment and its advantages. Please, respond
to my concerns without further advertising.
Chisti,
Please refer this message to your supervisor or someone who has the
authority to do the right thing and make good on offers made by Comcast
personnel.
Comcast Seattle wrote:
Dear Joe,
Thank you for taking the time to contact Comcast today. I'm very sorry
for any inconvenience it may cause you; however, the $50 rebate cannot
be applied to your Comcast account in the manner you have requested.
The rebate that you are scheduled to receive actually gets processed
through a third party vendor, and Comcast cannot process a payment in
that manner. You are responsible for the current amount due on the
account. The rebate will be processed and sent to you as a check via the
Third Party Vendor.
Thank you for your patience and understanding with us in this matter.
If you prefer to complete you billing transactions online, I believe you
will find our Online Bill Pay site useful. You can review your billing
and account status via the Online Bill Pay site at
http://www.comcast.com/payonline
With Online Bill Pay you are able to:
* View and print your billing statement
* Update your credit card information (VISA - MasterCard - Discover -
American Express)
* Setup or Stop automatic account payment via credit card * Setup or
Stop automatic Electronic Funds Transfer
* Make a one-time payment
* View all recent charges and payments
* Change your billing address and other personal information
* Update your preferred statement method
* Access your account information 24 hours a day, seven days a week from
home, the office or even while out of town.
The security of your information is important to us. We use the Secure
Socket Layer (SSL) protocol to protect the security of your information.
SSL technology encrypts your private information to protect it from
being decoded by anyone other than Comcast. You will be able to tell
that you are in secure mode because, depending on the browser, you will
see either a padlock or a solid key in the lower section of the browser
window. Please make sure that you are using a browser that will work
with the Online Bill Pay site.
For Windows users, you would need Internet Explorer 6.0 or Netscape
Navigator 4.0 or higher.
For Macintosh Users, you would need Internet Explorer 5.0 or higher or
Netscape Navigator 6.2 or higher.
I hope this information helps you, but if you have any other questions
regarding your account, please do not hesitate to contact us. You can
always chat with one of our Online Customer Support Specialists 24 hour
a day, 7 days a week at:
http://www.comcastsupport.com/sdcuser/asp/default.asp
Thanks again for contacting Comcast.
Sincerely,
Christi Comcast Online Customer Support
Original Message Follows:
-------------------------
The following information was submitted from the Comcast Web site:
Name: Joe Sibley
Address: 422 Phoenix St SE
City: Olympia
State: WA
Zip: 98501
Home Phone: 360-786-9301
Email: joesibley@comcast.net
Re: Web Form Submission: Billing/Invoice Question
Browser: Other
OS: Windows XP
-
Comments:
I would like to get confirmation in writing of what I was told in the
phone conversation in which I first requested Comcast service. Tony,
your sales rep, told me that I could defer $50 of my payment until my
rebate in that amount reaches me in the mail. I have paid my first
bill ($135.14). The second ($35.15), due "on receipt" is outstanding.
So, I would like to apply $50 to the $35.15, leaving me $14.85 to
credit to the next bill. My service was installed on 3/30, and the
rebate is supposed to arrive in five weeks, so I expect it in the mail
very soon. Okay? Thank you.
IPAddress:
24.19.166.12
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