Customer Service, the Comcast Way...

I recently sent an email to Comcast, asking about a strange charge on my account. I got the response below. Sorry it's unedited. Note that it takes them about 10 paragraphs to say that they aren't going to help me. I think their execs ought to read Fred Reichheld's book!


Dear Ken,

Thank you for contacting us Comcast Cable Email Support. We are very 
glad to have you as part of the Comcast family, and it is our privilege 
to provide you an exceptional customer service. 

Ken, thank you for bringing this concern to our attention, rest assured 
that we will properly address the concern by making it sure that the 
best resolution will be provided to suffice your overall satisfaction. 

I understand you have a concern with the installation charge in your 
account when you had no service visit on your house last 20th of May 
2011. My sincere apologies that this has caused you inconvenience, Ken. 

I am more than willing to provide you the best way for us to resolve 
this issue. Rest assured, we will provide you the information you needed
within this email. 

Ken, I know that this is really frustrating. I can understand why you 
are feeling that way. I will feel the same way if this would happen to 
me. It is my topmost priority to have your billing concern resolved 
immediately. I thank you for giving me the opportunity to assist you 
with this matter. However, to ensure that we have reviewed the right 
account and proper resolution will be provided, please contact our 
Customer Service via chat or call. Also, real time security account 
verification is needed before any account and billing changes of 
information can be made. 

At Comcast, we are focused on providing our customers with the most 
secure customer service experience. To protect our customers from 
Internet fraud, we do not request or provide any sensitive customer 
information via email. 

We will be able to help you via our online chat service. You can chat 
with one of our Customer Support Specialists 24 hour a day, 7 days a 
week at 

http://www.comcastsupport.com/chat 

You may also contact us at 1-800-9346489 from Monday-Friday, 8am-5pm. 

To ensure the time you need to spend on the phone or chat is as short as
possible, I suggest you have the following information available; 

1. Name on the Account 
2. Address where service is provided and mailing address if different. 
3. Telephone number associated with the account and one of the 
following: last four digits of the Account Holder's Social Security 
Number/Security Code/Account Number/Amount of most recent payment on the
account. 

Should you need further assistance, please contact us again by directly 
replying to this e-mail. You can also contact us at 1-800-9346489 or 
chat in with us at http://www.comcastsupport.com/chat during your most 
convenient time. 

Thank you for choosing Comcast! We hope you are enjoying your new 
services. In addition to providing you with the latest and greatest 
products, we want to do everything we can to make sure you are satisfied
with your service. If you have any questions, our FAQ section is a great
resource; just visit www.comcast.net and select help. You can also call 
us at 1-800-9346489 or visit us online at comcast.com. It is a pleasure 
assisting you and resolving your issue today. Thank you for bringing 
Comcast into your home! If you need assistance in the future, please do 
not hesitate to contact us through Live Chat or E-mail (available 24 
hours a day, 7 days a week). Simply visit http://www.comcast.net and 
select Help. 

Have a wonderful day, Ken! 


Sincerely, 

ImeldaPCNV 

Comcast Customer Care Specialist