Prologue: Just so you know, this story has a happy ending. I was writing this as the situation was in progress. I’ll post more later…however, it’s a great example of a company this is connected via social media to its customers…and is making an effort to keep their business!
So, this morning I’m checking email and digging into a couple of stories on the web, when my Internet connection goes down.
Naturally, I run the drill where you unplug your cable modem and, when it fails to resolve the problem, I call technical service at my new Internet provider, Comcast. The technician responds on the first ring, is very helpful, but tells me he has to transfer me to accounts receivable. I mention that it’s pretty darn near-impossible for me to have a “past due” bill, as I’ve been a subscriber for less than a month!
(We previously had Comcast television, but switched when I was put on hold for over an hour and missed the start of a pay-per-view UFC I wanted to see. And, while I love my DirecTV service for television, the AT&T DSL was so slow – slower than my Sprint USB card – I switched back to Comcast for Internet and phone.)
So – now I’m on with the billing department, who tells me I’ve been disconnected because of an outstanding bill of over $2,000!
(Again, I tell them that would be difficult, as I have been a customer again for less than one month.)
She proceeds to inform me that about nine years ago, I failed to return equipment from a residence in Indianapolis – an address that I don’t recall, especially since I was living in California at the time!
I asked why:
1) I was able to get my current service, if I owed the money;
2) why this didn’t show up when I was previously a customer;
3) why it took nine years to tell me;
4) how could I owe for equipment at a residence I wasn’t living in at the time; and,
5) why they didn’t tell me about it before disconnecting me?
Her response: “We sent you a letter on March 12.”
Well, I didn’t receive it…and since YOU are now my phone company, too, did it occur to you to…now here’s an original idea…maybe use your own service to give me a call?
Now that both my Internet and phone service are down, I asked what I could do? According to her, the options are:
1) Pay the $2000+ dollars; or,
2) File a stolen identity report with the police, then file an affidavit with Comcast. The process, she said, usually takes over thirty days to complete. (Meaning more than a MONTH to get the web and a dial tone back.)
I asked for a supervisor…she said one would have to call me later. (Evidently MUCH later, as it has now been three hours since our conversation.)
Informing her that I would attempt to find a nine-year-old utility bill from California to show the location of my residence to prove I’m telling the truth…then, asking if my prompt payments for the previous three years I had been a Comcast customer here in Indiana had any impact…and requesting just a thirty-day extension to resolve this matter, so I could have web access and a telephone to do so…she coldly replied that I could pay the bill, or lose the service.
(And, it seems a little strange that if it is an identity theft case, there have been no additional charges made to any other accounts. Therefore, it’s hardly worth filing the report and dealing with the associated hassle because of something that could be an error on Comcast’s part.)
So…what would you do?
A: Pay the $2K…because I HAVE to have the service?
B: Tell them to “shove it”…and go back to painfully slow AT&T? (U-verse is not yet available in my neighborhood.)
C: Eat the bill and count the money as an investment in a story I can use in books and speeches about horrible customer service?
Let me know…I’ll keep you posted on what happens next.
*****UPDATE: After post of this blog and on Twitter, @ComcastCares contacted me…they’re investigating the situation. AND, through Monica Ricci — friend from my speech to National Association of Professional Organizers — I was put in touch with Reg Griffin, VP of Communications for Comcast for Southern Division. They’re investigating. I’m very impressed that once these folks found out, they at least started looking into the situation!
More soon! And, THANK YOU for your interest and response to the post!
****FINAL UPDATE:
Comcast does the right thing! Just received a call from the executive office saying they had looked into the charge, found it erroneous and had wiped it off. AND…very importantly…Diane at Comcast apologized!
Ever noticed many times when a company corrects an error, they don’t say they are sorry? (I wrote a blog post about that a few months ago…) Here, Comcast handled it exactly right after higher levels became involved. (I’ll write more soon about lessons to be learned.)
I’m grateful. To Comcast. To YOU for your comments, Tweets, and input. This connectivity is why this inter-connected world is endlessly amazing…thanks.
It’s a Comcast-ic kind of day…
March 29, 2010 · 17 comments
So, this morning I’m checking email and digging into a couple of stories on the web, when my Internet connection goes down.
Naturally, I run the drill where you unplug your cable modem and, when it fails to resolve the problem, I call technical service at my new Internet provider, Comcast. The technician responds on the first ring, is very helpful, but tells me he has to transfer me to accounts receivable. I mention that it’s pretty darn near-impossible for me to have a “past due” bill, as I’ve been a subscriber for less than a month!
(We previously had Comcast television, but switched when I was put on hold for over an hour and missed the start of a pay-per-view UFC I wanted to see. And, while I love my DirecTV service for television, the AT&T DSL was so slow – slower than my Sprint USB card – I switched back to Comcast for Internet and phone.)
So – now I’m on with the billing department, who tells me I’ve been disconnected because of an outstanding bill of over $2,000!
(Again, I tell them that would be difficult, as I have been a customer again for less than one month.)
I asked why:
1) I was able to get my current service, if I owed the money;
2) why this didn’t show up when I was previously a customer;
3) why it took nine years to tell me;
4) how could I owe for equipment at a residence I wasn’t living in at the time; and,
5) why they didn’t tell me about it before disconnecting me?
Her response: “We sent you a letter on March 12.”
Well, I didn’t receive it…and since YOU are now my phone company, too, did it occur to you to…now here’s an original idea…maybe use your own service to give me a call?
Now that both my Internet and phone service are down, I asked what I could do? According to her, the options are:
1) Pay the $2000+ dollars; or,
2) File a stolen identity report with the police, then file an affidavit with Comcast. The process, she said, usually takes over thirty days to complete. (Meaning more than a MONTH to get the web and a dial tone back.)
I asked for a supervisor…she said one would have to call me later. (Evidently MUCH later, as it has now been three hours since our conversation.)
Informing her that I would attempt to find a nine-year-old utility bill from California to show the location of my residence to prove I’m telling the truth…then, asking if my prompt payments for the previous three years I had been a Comcast customer here in Indiana had any impact…and requesting just a thirty-day extension to resolve this matter, so I could have web access and a telephone to do so…she coldly replied that I could pay the bill, or lose the service.
(And, it seems a little strange that if it is an identity theft case, there have been no additional charges made to any other accounts. Therefore, it’s hardly worth filing the report and dealing with the associated hassle because of something that could be an error on Comcast’s part.)
A: Pay the $2K…because I HAVE to have the service?
B: Tell them to “shove it”…and go back to painfully slow AT&T? (U-verse is not yet available in my neighborhood.)
C: Eat the bill and count the money as an investment in a story I can use in books and speeches about horrible customer service?
Let me know…I’ll keep you posted on what happens next.
****FINAL UPDATE:
Comcast does the right thing! Just received a call from the executive office saying they had looked into the charge, found it erroneous and had wiped it off. AND…very importantly…Diane at Comcast apologized!
Ever noticed many times when a company corrects an error, they don’t say they are sorry? (I wrote a blog post about that a few months ago…) Here, Comcast handled it exactly right after higher levels became involved. (I’ll write more soon about lessons to be learned.)
I’m grateful. To Comcast. To YOU for your comments, Tweets, and input. This connectivity is why this inter-connected world is endlessly amazing…thanks.