Why on earth is there not a basic contact us Email addres on the comcast site. Being a billion $ company you would think their technology would be caught up with the 70's.
Its not 1999 anymore. Having a single e-mail account that ports into several different departments shows how naive you are to how vast this company actually is.
Pick up the phone, call em.
Understood, its very common for clients to work on their business services and not have the backstory on how to communicate with the vendor. The OP clearly is out of their league and scope and should call them.
Ticket based response times and metrics, statistics and analytics are what comcast employees are guaged on.
This has nothing to do with benefiting the customer as its shown that resolving an issue via e-mail or ticket based systems is spotty.
Call them, record the information followup and log every damned thing.
Hello ATLAV8R and welcome,
The Comcast support telephone number is 800-391-3000 where you can obtain technical, billing, sales, etc. direct support as needed.
Hope this helps you out.
Everyones feedback is appreciated.
Calling someone naive without the data or being out of touch is Unfortunately typical of forums like this.
Actually, I would expect them to have a multi level Email support team (directing you to each and every department) so everything could indeed be documented. I am well connected in the tech industry and my 600 million a year co answers over 10,000 customer Emails a day very affectively and we are welcome to do it. Every thing from the short quick question to the complex technical issues.
Our rule is that you must communicate with the client like they want to be communicated with.
Sometimes I am just to busy to call and do not want to be caught in the phone maze. A simple department listing with Email support would go a long way and is not to much to ask.
It is indeed lacking with Comcast
Typical of forums? Are you reading the news lately about Comcast? They're taking a grilling over the customer service departments and you're wanting a basic e-mail?
What you have to keep in mind is the voice part of Comcast is regulated by the federal government. This is true of all voice telephone companies. Supposedly after the 1980's breakup of the Bell telephone company, the FCC was to determine once competition had been established in a voice market, then that market would be deregulated. But it is darn near impossible to get a government of any kind to relinquish power over anything once it has been given power over that thing, and the federal government has found plenty of excuses to not give up regulation of the voice market.
And the feds are trying like hell to extend regulatory claws into the data market, make no mistake.
Comcast is therefore required by the feds to prove they aren't ignoring their customers (among many of the other things the federal regulators dream up to prove that they are doing their job of "regulating" AKA being nuisances)
When you dial an 800 number you are causing Comcast to pay for your long distance phone call to them. Because of their contracts with other voice carriers they have a legal right to claim your calling tellephone number as well as your name and address. You can have an unlisted number and all of that but they have the right to know who you are since you forced them to pay for your LD call.
So if a Comcast customer complains to a federal regulator that Comcast is hanging up on him or ignoring him then Comcast can cross reference this complaint with their phone records of who you are and show the regulator that your either lying or telling the truth.