Comcast Center, 1701 JFK Boulevard, Philadelphia, Pennsylvania, United States.
e-mail / contact info on
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Claimant says: ?? This issues began on May 10, 2006. As of today, June 6th, it has not been resolved. I have all of Comcast's service offerings: All premium channels, HD, Extreme 50 High Speed Internet; and it voice product
?? Over the past six months, I have added HD, two cable cards to a TIVO HD XL Premium box, a Comcast DVR, Doc 3 modem, extreme internet package, etc.
o Two modems (D3) had to be swapp
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Claimant says: ?? This issues began on May 10, 2006. As of today, June 6th, it has not been resolved. I have all of Comcast's service offerings: All premium channels, HD, Extreme 50 High Speed Internet; and it voice product
?? Over the past six months, I have added HD, two cable cards to a TIVO HD XL Premium box, a Comcast DVR, Doc 3 modem, extreme internet package, etc.
o Two modems (D3) had to be swapped out; our speed actually decreased after we enhanced the service
o Recent install of phone service involved two truck rolls:
?? wrong equipment assignment on the first (the tech tracked down another modem in Franklin and came back the same day and installed it (two techs on site, very creditable and went the extra mile to resolve the situation)
?? A week thereafter, another tech came and swapped out modem for a EMTA, that took about three hours because of system issues insofar as Comcast tech support people could not pull up the modem on-line ??? phone side would work, internet side would not and vice-versa. The rep in my home was great and very patient. His Tech support/provisioning was not.
?? Michelle Westphal applied some changes to my account in order to maximize service offerings hardware allocation and the like; she put through a few tt???s on my email issue as well; spoke with tier 2 a few times, etc.
?? I have no idea what the pricing is or what equipment we are currently responsible for. I have signed nothing over the past three weeks in regard to all the equipment swaps.
?? I have learned through trial and error to pay monies forward and then calendar adjustments when I modify services on my account. My experiences with customer service has been horrible insofar as consistent pricing, basic information, or any type of pro-active disposition.
?? I went into the Franklin store in search of having a line dropped so my wife, Jen, could Ethernet into a modem directly (deliberately not in want of our home wireless network). The line was dropped. A few days later, customer service rolled a truck; the tech rep advised that a new modem would have to be assigned to the new outlet; and to do such, I would have to pay for ???two??? internet service packages. It was too bad that the customer service rep in Franklin was unaware of this and the CSRs at 255 5900. It was a complete waste of multiple people???s time ??? not to mention money.
o On this note, why can???t another IP address be assigned?
o Other thoughts are welcomed.
Current Open Tickets:
?? Security Assurance Center/Fraud Dept 888 565 4329
o NA 149 396 95
o Was advised that my account was ???compromised??? / ???hacked??? and the investigation is under way, by Scott, CAS REP no. 15, on 6/9/2010
o My notes from today???s log entry: 6/18/2010
Called Anthony 888 565 4329 x 6453112 one of two sr tech???s in the group (of twenty)
Anthony and Wendy are the only two Sr. Tech out of 20 people in the group.
Had no explanation as to why Wendy Luckshaw did not return my call; acknowledged that the ticket was still open; wanted to talk through the issue again; advised that I discussed the issue with Scott, cas tech 15,20, (who was to pass to sr tech); John, tech 09, on 6/8, who was to talk with Scott, tec 15; to Scott tech 17, who took number and Wendy was to call me back; Wendy msg on 6/5 on 6/8 @ 4:53,6/10; 6/11 @ 3:32; 6/14 @ 11:11a. Spoke with Prashant, tec 000 yesterday,6/16. Wendy has not returned any of my phone calls.
Told him to ???get with his people??? and figure out the disposition. I would not explain the situation again ??? especially in light that it was that department that flagged my account.
Asked that he proceed and have the appropriated individual called me back
?? Office of the President
o ESL 94950
o Ph: 215 665 1700
?? Contact ???Rafal???
?? He kicked the issue to Faye. Out of our twenty minute conversation, all he heard was that ???my email??? wasn???t working. I said no such thing.
?? Rafal does not have the skills to be in his position. He is the self-professed highest level at Comcast ??? U.S.
?? Supervisor Kisha Parks is suppose to be calling me tomorrow/never did
Have logged all my interactions and disposition in a separate Outlook calendar file. I can forward you more information if you like.
Have logged all my interactions and disposition in a separate Outlook calendar file. I can forward you more information if you like. 32 log points with id numbers, time taken, etc*
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