CONTACTS
SUBJECTS
Comcast Analog Television Picture Some Channels Distorted Cannot Wat
0803 -
0803 - ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 2 0000.
080502 -
080503 -
080504 -
080506 - ..
0806 -
0807 -
0808 - Progress
0809 -
080901 - Yesterday, Gabby scheduled a Comcast service call for today between
080902 - 1200 - 1400, shown on 111106 1042. ref SDS 2 Z17C
080904 - ..
080905 - At this time, 1500, Comcast has not arrived.
080907 - ..
080908 - Called Comast...
080909 -
080910 - 800-945 2288
080912 - ..
080913 - Comcast agent came online...
080914 -
080915 - Jessica
080917 - ..
080918 - Transaction................................ 575504
080920 - ..
080921 - Jessica investigated the record.
080923 - ..
080924 - She reported that the service agent called the customer today in order
080925 - to notify the customer that the agent was enroute to the meeting. The
080926 - agent further reported getting a report from the telephone company
080927 - that the customer's telephone has been disconnected. As a result, the
080928 - agent did not go to the meeting.
080930 - ..
080931 - Told Jessica that no call has been received today.
080933 - ..
080934 - Jessica was puzzled about how the telephone company could report the
080935 - customer's telephone is disconnected, and yet the customer called
080936 - Comcast last night to request repairs on defective television service,
080937 - and now the customer is calling again today reporting the service
080938 - agent failed to implement the work plan.
080940 - ..
080941 - Jessica said the Comcast agent reported calling the customer at...
080942 -
080943 - 925 680 8947
080945 - ..
080946 - Jessica asked if this number sounds familiar?
080948 - ..
080949 - Explained we had that number for 16 years until last year on 100915,
080950 - when Comcast disconnected the number and gave us a new primary
080951 - telephone number, reported on 100915 1403. ref SDS 1 QQ7M
080953 - ..
080954 - Jessica said Comcast shows the customer was assigned a new telephone
080955 - number, but did not update the records. Comcast still shows the
080956 - primary teletphone numer is the old number.
080958 - ..
080959 - Asked if we can get the old number back?
080961 - ..
080962 - Jessica said no because Comcast policy is to replace old primary
080963 - number with a new one.
080965 - ..
080966 - She feels someone made a mistake showing a primary number and a new
080967 - number, and should simply have replaced the primary number, since in
080968 - fact Comcast cancelled the old number.
080970 - ..
080971 - Jessica will investigate when a service agent can return to the house
080972 - and fix the television. She will call back to advise when to expect
080973 - the agent to visit today.
080974 -
080976 - ..
0810 -
0811 -
0812 - 1652
0813 -
081301 - Talked to Leslie.
081302 -
081303 - She says that the order for today was cancelled. The service
081304 - supervisor refused to send someone out today, so Jessica scheduled
081305 - the work for tomorrow between 1200 - 1400.
081307 - ..
081308 - Explained that sending someone tomorrow to fix Comcast's mistake
081309 - conflicts with cusomter requirements.
081311 - ..
081312 - Leslie says that Comcast will credit the cusomter for loss of
081313 - service.
081314 -
081315 -
081317 - ..
0814 -
0815 -
0816 - 1706
0817 -
081701 - Talked to John.
081702 -
081703 - He said Comcast implemented a new policy yesterday not to schedule
081704 - corrections after 1500. They can schedule service agents for work up
081705 - until 1800, but they cannot order changes in the current day's work
081706 - schedule after 1500. Since we waited until 1500 to report Comcast's
081707 - failure to perform, Jessica's request for a service rep to correct
081708 - the mistake was denied, based on the new policy.
081710 - ..
081711 - John explained that if had been ill-mannered, and impatient calling
081712 - Comcast at 1401, a minute after Comcast failed to arrive then Jessica
081713 - would have been able to comply with Comcast's new policy to correct
081714 - Comcast mistakes before 1500. But, since in this case we patiently
081715 - waited to accomodate Comcast encountering complications that delayed
081716 - work on an earlier order, Comcast cannot support a gracious,
081717 - accomodating customer.
081719 - ..
081720 - John asked if there is a better time tomorrow for Comcast to arrive
081721 - tomorrow?
081723 - ..
081724 - We scheduled the work for 0800 - 1000.
081726 - ..
081727 - Thanked John for assistance resolving this issue.
081728 -
081729 -
081731 - ..
0818 -
0819 -
0820 - 1718
0821 -
082101 - Asked John about Preferred Collection in Free Movies.
082102 -
082103 - John said he has never heard of Preferred Collection.
082105 - ..
082106 - Explained that Comcast customers report this is the best source of
082107 - free movies.
082109 - ..
082110 - John will investigate and let me know what he finds out.
082111 -
082112 -
082113 -
082114 -
082115 -
082116 -
082117 -
082118 -
0822 -