The Comcast Show, Episode 2
Several hours after I posted The Comcast Show , I received a comment from Detreon Roberts of Comcast National Customer Operations asking me to contact his department. I spoke with Derrick Dunn on the phone on Wednesday, September 23. Derrick, of course, apologized and assured me they were looking into why this happened. Derrick made three promises:
- He would make sure that my next installation appointment would be changed to September 26. It was in the system for September 25, even though I had explicitly told the installer making the appointment through the dispatcher that I wanted a Saturday appointment so I didn’t have to miss any more work.
- He would make sure that the porting would happen at this appointment.
- He told me not to pay my first bill – he would issue a credit.
I was getting ready to leave for work this morning when who should show up at my door but the Comcast installer! I decided to let him at it, even though it meant being late for work. Guess what? The porting order still hadn’t been placed. Through the installer I have made a new appointment for Saturday, October 3. This will be the fifth attempt and porting my number.
After he left, I checked my ‘Recent Activity’ on the website, and there was no credit. Three strikes and you’re out, Derrick.
Update: I received an e-mail and voice mail this evening from Anthony Robinson, who has the title of ‘Executive Care Manager’ and is evidently Derrick’s boss. According to him, Derrick has put a credit on my account that covers all installation and service charges through Oct 19.
Update: I just received a call from Jacob Carruthers who is working with Anthony Robinson on this issue. Jacob assured me that they were looking into why this happened and that the porting would take place on October 3. Also, the promised credit has shown up under ‘Recent Activity’ on the website.
September 25th, 2009 at 6:26 pm
And the hits keep on coming….