Marc Pachtman is a lawyer in Boothwyn, PA, and over the past three years he has become increasingly irritated with what
Comcast customer service reps were telling him, and the service he was being provided. First, he called
Comcast to question charges he had received. The phone representative agreed to a credit of one month, but then the credit never appeared on his bill. Not long after, the cable bill for his second home was not reduced to the price he and the phone representative verbally contracted. The final straw came when Mr. Pachtman adjusted his cable service for his main residence and again, the bill he next received didn’t reflect the changes. Mr. Putnam started a small crusade for
Comcast customer service reps to provide written confirmation on any billing or service changes. Mr. Pachtman went through the usual chain of command before reaching executive vicepresident of
Comcast
The result? Mr. Pachtman received an e-mail from executive vice-president asserting " if you contact customer service regarding a promotional offer, any representative should be able to contact their immediate supervisor or manager to provide written confirmation of the promotional offer" and confirmed that it "would apply to any service-related concerns.”
Comcast is working on administrating written confirmations as well as other useful customer information, but as the letter says customers can ask to speak to a supervisor to get a written confirmation at any time.
Let the
Gethuman community know if
Comcast is following through with this. Have you received written confirmation? Are other providers offering written confirmation? Did it make a difference?
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Posted by gethuman on Wed, 20 Jan 2010 6:24pm
