Poor Customer Service Communication

May 29, 2014

Comcast Business Services

To Whom It May Concern,

Wow! Have I had a HORRIBLE customer experience with your business class services.  I have no idea what kind of communication breakdown is happening behind the scenes, but my business has suffered for it.  Since February 19, 2014 I have been trying to get Business Class Internet and phone installed at my home.  You would think this would be easy and simple since I already have Comcast residential internet and phone services.  And have for many years!

I’d like to remain a loyal Comcast customer – but this is getting a bit ridiculous!  I do finally have internet.  And I guess technically I do have phone.  But not the way it was ordered.  I want my residential phone number to be the MAIN number of this account.  And in fact, the phone number currently assigned to my account – I have no idea what it is – I don’t want it.  I only want ONE phone line and business class internet.

I started this horrific customer service journey on February 19th with James Rohn.  Since then, I’ve talked with so many people that I failed to write half of them down – but here’s some of their names: Keisha (@ComcastKeisha), William Walker, Atique Muhammed, Kelly Rogers and Stephen Anhalt.

Once the business class internet was installed, that very day, April 16th I called Comcast and I asked for the porting over of the phone number. Thought everything would be handled.  I finally called May 19th to figure out what the holdup was.  My order wasn’t even in the system. So, Kelly Rogers sent the paperwork to me.  I immediately sent it back.  I called today, May 29th to figure out if everything is going smoothly (because I KNEW it wouldn’t) and lo and behold – there’s a hiccup.  The paperwork wasn’t completed properly.  Never mind the email I sent To Kelly Rogers requesting the status of the order on May 22nd – never hearing back.

In the meantime, I have to pay for a phone number I don’t want or need and for our residential internet services.  And we haven’t dropped our residential service for fear of you guys cutting of our phone service – because I have NO confidence in you.

Your company seriously needs to address these issues.  I am not a person to be loud and obnoxious about a problem.  I am very laid back.  And this whole situation is pissing me off.  Trying to get phone junk straightened out for one little phone line and one little internet connection.  I have to say – that if I ever happen to become employed by a large company and they need to change communication vendors – well, I have absolutely NO FAITH that Comcast can deliver.  If you can’t handle a very simple one-line request, I can’t imagine how much you’ll boggle a huge order. 

I’m not sure of my intent of this letter.  Maybe just to make you aware that customers are mad. And you should get your act together.  Because Comcast delivers a great product.  WHEN and IF you ever get it installed properly.

Lynnette Kunkle

President and Owner of The Report Source, LLC