Tuesday, September 30, 2008

Miracles caused by going public

Could it really be that the fact that I created this blog and that the blog was mentioned in a few places (most prominently The Consumerist) finally made Comcast solve my problem?  Today Comcast reached to me three times to say that my cancellation was finally done and two of those times I even got an apology!

First let me thank Frank, Sayid (I'm not sure if I got the spelling right from the answering machine message) and Sandi.  Here's what they said:

1. I got an email reply from Frank Eliason (aka @ComcastCares).  The email said:

From: Eliason, Frank
Subject: RE: I can't get Comcast to cancel my account
To: cierniakmail-XXXX@yahoo.com
Date: Tuesday, September 30, 2008, 9:29 AM

At this time the cancellation has been processed and credits are being placed on the account.  We will also work to expedite the refund.

2. While I was at work I got a message on my home answering machine from Comcast with an apology and return number to call to talk about my case.  (I didn't call back because I was asked to call until 5pm and I didn't return home until after 7pm.)

3. I also got an email from Executive Customer Relations:

From: Barnes, Sandi
Subject: Comcast Cares - ESL#715449
To: cierniakmail-XXXX@yahoo.com
Date: Tuesday, September 30, 2008, 1:07 PM

Dear Mr. Cierniak,

This is to inform you that our office has received your complaint, which was sent to our Senior Vice President, Rick Germano's office, regarding your account which was still being billed even after you have requested to disconnect back in May 2008. At Comcast, we strive to provide outstanding customer service and we welcome this opportunity to address your concerns.

First of all, on behalf of Comcast, I would like to apologize for  any inconvenience  this may have caused to you with the delay in closing your account . I want to assure you that your account has been corrected  and is now showing in closed status. I am currently working to get you your refund in the amount of $145.00 as soon as possible and mailed to XXXXXX, Palo Alto, CA 94303.  I have already requested this to be expedited. I will personally follow up with you until you receive the refund check.

In the meantime if you have any questions, please feel free to contact me via e-mail or you can call me @925-973-XXXX.

Thank you,

Sandi Barnes
Executive Customer Relations

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