Open letter to Comcast

Dear Comcast,

I used to like you. You’ve provided me with hours of entertainment in front of my television (love the OnDemand!) and my high speed Internet was always reliable. We had some slips, some bumps in the road, but I never contemplated leaving you before. Now, I think we might have to break up. It’s not me, it’s you.

See, a few weeks ago, we switched to your VOiP service, which was great. I was excited! I was moving into the future! We had to change our phone number, which is always a hassle, but I was willing to do it for you and that sexy bundled discount. I even paid our home security fee, required with any change of number and the switch to Internet phone, without complaint. And for the last few weeks, it’s been great. No problems.

Then all of a sudden we have no dial tone yesterday. And my mother-in-law calls us to tell us that someone else is answering our phone number.

So I call you to get to the bottom of it. The local people have no record whatsoever of our ever having telephone service through you. That’s impossible, I say – we’ve had a phone for weeks. We’ve been paying our bill. They give me another number to call. By this time, I am livid.

Something you should know about me, Comcast, is that I hate confrontation. But when I’m jerked around and my phone number is given away, I can be just as irate as the person who lives to call your customer service reps to complain. That is not me. But that is also how I was treated. Maybe I deserved it, because I was angry. But maybe there should be a better explanation then “I don’t know what happened.”

While I am grateful that you got someone out to my house first thing this morning, I am angry that we have to have a new number, which will require more money spent for our home security system, more hassles for the woman you gave our number to and more inconvenience for us as we change our number for the second time in less than a month. This is unacceptable to me.

Also unacceptable to me was your customer service rep’s explanation that “This happens a lot.” That doesn’t make me feel like you are committed to giving me the service that I pay for. It makes me feel like six weeks from now, we may be going through this all over again.

So Comcast, my husband and I will be having a discussion about switching to a different provider for all of the services you currently provide. Thankfully, such a service is available to us.

 I hope you will provide some sort of compensation for the incredible screw up. This isn’t any way to treat a loyal customer.

Sincerely,

One less member of your fan club