comcast

On Sun, Apr 19, 2015 at 4:28 PM, Lapinski, Megan wrote:

Dear Mrs. Koenig,

Thank you for contacting our Executive Customer Relations Team with your questions and concerns. We value your business and would like the opportunity to resolve your issue as quickly as possible.
Please contact me via response to this email or at (410) 931-5208 at your earliest convenience so I can be of assistance.  I look forward to hearing from you.
Reference #: ESL01732109

Sincerely,

Megan Lapinski
Executive Customer Relations
Comcast | Northeast Division
Office: 410-931-5208
Office Hours: Sun-Thurs 9am-5:30pm (EST)




Ray Koenig

Apr 20  

to Megan

One of my many frustrations trying to deal with Comcast's poor TV signal over the past six months is having been passed from person to person (first names only) and not having a written "thread" from beginning to end. At this point I will no longer deal with Comcast by phone--only by email where I have a written record of what I've been told. Also, I will no longer communicate with multiple, first-name-only Comcast employees. I will only deal with one person. Are you that person?




Apr 20  

to me

Good Afternoon Mr. Koenig,

Yes, I am that person that will be working with you to resolve the issues with the services. Is it just the video service you are having trouble with or are you having issues with both services?

Have a great day.

Reference #: ESL01870786

Sincerely,

Megan Lapinski
Executive Customer Relations
Comcast | Northeast Division
Office: 410-931-5208
Office Hours: Sun-Thurs 9am-5:30pm (EST)




Ray Koenig

Apr 20  

to Megan

Primarily TV (although the internet service doesn't seem to be working as well now as it did in the beginning). Over the past 6 months I've learned some things:
1. It's the cable TV signal.
2. The last technician that came to the house said that diagnostics were indicating that there are signal problems with several channels. He said that he checked everything on the property, including inside the house, and it checks out OK. He said that the problem(s) is beyond the limits of this property.
3. There are others in the area that have signal problems. I learned this from a telephone call to customer service when I asked the rep directly. The rep said that there is a "node" problem(s).
What I'm most upset about is that Comcast knew (or should have known) about this problem(s) six months ago when I first began calling. I understand business decisions--"fixing" the problem(s) may cost more than the revenue that comes from the houses that are affected by the poor signal. What I'm upset about is that I've been told everything but that (mostly "we'll fix it" or "it's fixed") for the last six months. What I object to is that Comcast didn't tell me what they knew (or should have known); but, instead charged me full price for a poor cable TV signal. That's fraud.

We can suffer through the poor signal for the next few months before we move. What I want is credit for paying full price for an acceptable TV signal and Comcast delivering a poor signal at full price.





Apr 20  

to me

Good Evening Mr. Koenig,

I will be more than happy to work with you in terms of credit, however, we would want to address the service issues.  I will be reaching out to my technical team to investigate and I will follow up with you as soon as I have more information.

Have a great night.

Sincerely,

Megan Lapinski
Executive Customer Relations
Comcast | Northeast Division
Office: 410-931-5208
Office Hours: Sun-Thurs 9am-5:30pm (EST)

April 26

Good Afternoon Mr. Koenig,

I have spoken to my technical team and there is a damaged piece of fiber in your area. My technical team in anticipating to be able to repair the damage to the fiber this upcoming week, weather depending. I would want to follow up with you to ensure that this resolves your issue. Once the issue is resolved we can work on the credit aspect.

Please let me know if I can be of further assistance.

Sincerely,

Megan Lapinski
Executive Customer Relations
Comcast | Northeast Division
Office: 410-931-5208
Office Hours: Sun-Thurs 9am-5:30pm (EST)



April 27

to Megan

Does anybody at Comcast listen? For more than six months we've had less than an adequate cable TV signal. I've been told many things by Comcast customer service reps--half truths and no truth--I've never been told the whole truth. Each time, a short time later (sometimes within hours), Comcast's rep has said "it's fixed" or asked "is it fixed?". It hasn't been fixed in six months. Since it's not been fixed in six months, why on earth would I say now that it's fixed within days, or even weeks, after Comcast says that it's fixed or asks if it's fixed? I've asked you repeatedly for a credit for the six months that Comcast has provided a poor signal in place of the acceptable signal that we paid for. That's history. You aren't listening. I have nothing else to say to Comcast.