NOTE: I'd spoken with each representative and provided security information to access the account. Never was I advised that I wasn't formally on the account. Comcast rep that the letter is addressed to emailed and informed me that the issue couldn't be discussed over email, due to the fact that I wasn't formally on the account, but could over the phone.
Comcast Representative (I have her name),
At this point I should be authorized to make changes/discuss this account, therefore being able to discuss it by email. I've called and left you a message and have yet to hear any response. I do appreciate you taking the time to call me and I apologize for not being available at that time to take calls. I'm a student so email really is the fastest and most reliable way to get in touch with me.
At this point we are now 27 days past when I first requested a HD/DVR box. BOYFRIEND called today to add me to the account and get information and he was also given different prices for monthly charges, in addition to different prices for shipping by the 3 representatives he spoke with. I would expect that a company as large and widespread as comcast would stand behind their representatives that they train and honor what information the representatives provide the customers, if not then that just shows that the representatives could make up any cost and their word on behalf of comcast has no merit.
Please see the phone log I kept below (all calls are EST):
07/22/2010 @ 2:08pm 4m 51s
07/30/2010 @ 2:28pm 27m 45s
07/30/2010 @ 3:56pm 5m 36s
08/04/2010 @ 12:27pm 15m 59s
08/12/2010 @ 2:51pm 21m 45s
08/12/2010 @ 4:58pm 5m 15s
08/16/2010 @ 7:45pm 39m 15s
This is a total of 2 hours and 16 seconds (in addition to the chat that I had online with a representative named Clint) that BOYFRIEND and I have spent on the phone trying to get this issue resolved.
My original call was on 7/22/2010, I spoke with a female representative and had a pleasant and quick conversation. During that conversation I told the representative that I wanted to get a second box --- "the same as whatever is on the account." She placed me on hold to see if she could ship it out at no charge, she came back on the line and advised me she could indeed ship it out for free of charge, I inquired the price, she told me $6.95 and chitchatted with me while she supposedly made the changes/notes to the account. Eight days later on 7/30/2010 I still had yet to receive the promised box and got online and participated in a chat with the aforementioned representative Clint (I've attached that transcript in word format). At that point I called and have been given the run around each time and still do not have a second box.
The resolution that I would expect from Comcast is for them to pull that original call, recognize that the original representative provided a quote of $6.95/month and $0.00 shipping costs and honor the word of their representative. I'm not requesting anything other than what was promised to me by comcast staff. I would also like this resolved ASAP as 27 days (so far) to get this resolved is far too long for a company that prides itself on customer service. I'm also appalled at the extreme lack of consistency in responses and I would suggest refreshing the representatives in the prices for services and shipping.
ETA @ 8/17/10 at 5:15pm
I would need to speak with BOYFRIEND before I can discuss his account via email. My direct contact number is ***-***-**** and my office hours are Mon-Fri, 8-5. Our prices for our DVR is as follows, $6.95 for the converter (equipment charge) and $15.95 for the ability to record (service charge) for a total of $22.90 before taxes. I look forward to speaking with him.
REALLY?!?!? The last email to me said "At this time we are unable to discuss BOYFRIENDS’ account with you via email correspondence. He currently has no additional authorized party documented to his Comcast file. We apologize for any inconvenience this may cause." So last night he did what was required to add me to the account. This company is a joke. They are clearly stating that their representatives' word has no merit and they do not care about customer service. Does anyone have any suggestions about who else I should write??