• Report: #254305

Complaint Review: Comcast - C-O-M-C-A-S-T Corporation

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  • Submitted: Wed, June 13, 2007
  • Updated: Wed, June 13, 2007

  • Reported By:Egg Harbor Township New Jersey
Comcast - C-O-M-C-A-S-T Corporation
1701 JFK Blvd Philadelphia, Pennsylvania U.S.A.

Brian L Roberts, C-O-M-C-A-S-T Corporation CEO incompetants, screw ups, can't fix any problem they create Comcast, Philadelphia Pennsylvania

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Perhaps, were Comcast to suddenly not find a way to write out a CHECK to CEO Brian L Roberrs, bet Comcast WOULD all of a sudden, BE ABLE TO FIX THAT, ASAP.

But, when THEY lost MY E-Mail's, LOST my Contacts/ Address Files, my SENT E-Mails, and SAVED E-Mails, they haven't got so much as a clue.

They called today, and when asked HOW did it happen, their only reply was, dead silence after saying they have no clue, then, to show how further incompent they can be, they hung up on me, on the call THEY made.

Technology is not their best suit.

Perhaps they should get into cutting my grass instead. MAYBE they could properly handle THAT.

But then, maybe not. Most likely, they would run out of gas and the blades would be missing. AND they wouldn't have a clue as to why. No doubt, they would not know which end of the mower to push either.

This started Sunday evening. They changed my browser. So, I could not enter into my e-mail account. To screw things up real good, they also changed my password.

They abandoned my many pleas for help. Finally, after spending over 3 hours on the phone with them, on "Live Chat" help, their only "help" was, they were going to "escalate" the "ticket" to a higher authority, and then get back to me in "72 hours" with the outcome. They did call me back today, AFTER I first called them today.

They gave me no clue as to what happened, nor could they reasonably assure me that they could or would not screw up my e-mail account and make it happen again.

"We don't know what happened."

Well, if you cannot know how you did it the first time, then you cannot not do anything to avoid making it happen again -- and again -- and again.
"Houston, we've got a problem."

"Those who do not learn from the past are doomed to repeat it's mistakes."

No, they did not spout such words of wisdom, but they sure do fit, eh?

I want to KNOW what happened. They ADMIT they caused the problems.

(please see the THREE separate transcripts below).

Hey Comcast, (Can you hear me now?) I want and I need my addresses and contacts RESTORED.

#1 ++++++++++++++++++++
Problem: My login information is not recognized even after inserting it correctly many times. What's up?

user Bryan_ has entered room
analyst Philip has entered room

Bryan_>
Yes, thank you.

Philip>
I just need to verify security to make sure I am viewing the correct account.
Would you be able to tell me the last 4 digits of the social security number
on the account, followed by the full address on the account.

Bryan_>
***, and my address is:

Bryan_>
+++ +++ Road

Bryan_>
***** Township

Bryan_>
**

Bryan_>
+++++

Philip>
I have reset your password to: sin+++ap . Please try logging into Comcast.net using this password and let me know what happens after.

Bryan_>
My entire browser looks different from what I am used to, from this morning. It changed after allowing an "Automatic Update"

Bryan_>
Is there any way to change it back?

Bryan_>
And will I be able to re-set my own password info?

Philip>
There should be a way to change that but you will have to contact Microsoft for that.

Philip>
Yes, once you're logged in, let me know and I will provide you with directions on how to change your password after. Please try logging into Comcast.net and let me know what happens.

Philip>
Are you able to log in?

Bryan_>
I used the new password to get back in, and it seemed to work, however, after I changed my password again, back to what it was originally, it then displayed a message saying that the login failed.

Bryan_>
So I truly do not know if I got in, or just thought I got into, my email account, plus, it all looks different from how it displayed earlier today.

Philip>
Can you try logging back in using the password I provided?

Bryan_>
I will try again

Philip>
Let me know if you can log back in using the password I provided you.

Bryan_>
I do NOT understand what is going on. It does NOT "allow" me even to stay on the page.

Bryan_>
This is getting worse, and I am getting very frustrated by all this.

Philip>
Can you please verify that you're attempting to log into Comcast.net .

Bryan_>
That I am doing.

Philip>
There seems to be an internal problem with your email account. I will need to escalate this issue for you. This may take up to 72 hours to resolve. Can you please provide me with a phone number they can contact you and the best time of day to contact you as well.

Bryan_>
Is this issue on your end or are you saying it is on my side?

Philip>
It's most likely on our end.

Bryan_>
CELL # IS: ***-***-0124, call anytime from 9:00 AM to 11:00 PM

Philip>
One moment please.

Bryan_>
Okay. The Menu Bar has radically changed since this morning, as well as the whole e-mail has changed.

Philip>
Your ticket number is: CR------ . I apologize for what this has caused you. We will ensure that this doesn't happen to you again and fix this issue as soon as possible. Is there anything else I can do for you, Bryan?

Bryan_>
I will await your call. Do you expect to contact me tomorrow?

Philip>
I have escalated the issue. The department handling this issue will contact you as soon as possible.

Bryan_>
Okay. Have a good nite.

#2 +++++++++++++++++++++++++++
Status: Analyst Michelle.8048 is here and your issue status is: working

Problem: For whatever reason my e-mail manager has been changed. With these changes, I have lost all of my e-mail contacts, all of my sent mail, etc., and I need it all back, just as soon as possible, right away. They are extremely important to me. Thank You.

user Bryan_ has entered room

Bryan>
For whatever reason my e-mail manager has been changed. With these changes, I have lost all of my e-mail contacts, all of my sent mail, etc., and I need it all back, just as soon as possible, right away.
They are extremely important to me.
Thank You.

analyst Ruby.21802 has entered room

Ruby.21802>
Hello Bryan_, Thank you for contacting Comcast Live Chat Support. My name is Ruby.21802. Please give me one moment to review your information.

Ruby.21802>
I will be glad to assist you with your issue today. Please hold while I locate some information.

Bryan_>
here is my ticket number from last night: cr092120790

Bryan_>
I CAN now get into my email....but so much is gone!

Ruby.21802>
I apologize for the inconvenience.

Ruby.21802>
I am still checking it for you Bryan.

Bryan_>
thankyou!

Ruby.21802>
May I please have the user name you are having issues with?

Bryan_>
littlebigmoe

Bryan_>
-- that is mt e-mail username

Bryan_>
@comcast.net

Ruby.21802>
Thank you for that information.

Ruby.21802>
Is this in webmail Bryan?

Bryan_>
this is my e-mail address

Ruby.21802>
I apologize Bryan but I have to escalate this issue.

Ruby.21802>
I apologize for the inconvenience.

Bryan_>
After I log into my email account, I found ALL of my old email, my sent email,is gone. ALL of my contacts in my address book are also gone. Quite distressing

Bryan_>
These contacts include US members of congress in addition to family and friends. I really need these items, ASAP

Ruby.21802>
I am sorry about that Bryuan but this is something I am not able to assist you with.

Bryan_>
Please explain your use of tyhe word escalate.

Ruby.21802>
This will take 72 hours Bryan.

Ruby.21802>
I apologize that I cannot assist you any further with this matter. Is there anything else besides this issue that I can assist you with at this time.

Bryan_>
Can you please dispatch me over to a supervisor?

Ruby.21802>
Okay.

Bryan_>
Thanks!

Ruby.21802>
One moment please.

Ruby.21802>
Please wait, while the problem is escalated to another analyst

analyst Michelle.8048 has entered room

analyst Ruby.21802 has left room

Michelle.8048>
Hello Bryan. My name is Michelle and I am a supervisor. Please allow me one moment to review your previous chat transcript.

Bryan_>
hello Michelle.

Michelle.8048>
Bryan, from what i understand you have lost emails in your account, is this correct?

Bryan_>
Yes, however, I have also lost all of my contacts in my address book. PLUS saved emails. Plus sent emails.

Bryan_>
Very important stuff. Critical and time sensitive.

Michelle.8048>
Bryan, did you make any changes to your Comcast account or have difficulty accessing your email recently?

Bryan_>
Yes, which happened last night, when I could not log in, and above, where I began this session, I included my confirmation ticket number

Bryan_>
CR092120790

Michelle.8048>
Bryan, did the representative you spoke with yesterday explain what was wrong with your email account yesterday?

Bryan_>
Not really except to say that the problem did not originate on my end, but on comcast's end.

Michelle.8048>
May i have the username you are inquiring about please?

Bryan_>
All this is included above. This information has already been provded within the above transcript. Did you not read it?

Bryan_>
My username is: littlbigmoe (littlebigmoe@comcast.net)

Michelle.8048>
I did scan it, one moment please.

Michelle.8048>
Bryan, it does appear that they had to make some corrections within your account. I can escalate this issue off and have a technician contact you as soon as possible.

Michelle.8048>
We will have to retrieve the email off the server.

Michelle.8048>
I apologize for the frustration this has caused.

Michelle.8048>
1'

Michelle.8048>
Did you receive my last message?


Bryan_>
so how long does this take?

Bryan_>
Yes. sorry. there was a knock at my door.

Michelle.8048>
It can take up to 48hours.

Bryan_>
can you retrieve all my contacts from my address book, my old saved emails, and my emails from 4 to 5 days ago.

Michelle.8048>
I will include that in the escalation.

Bryan_>
okay. how far away are you?

Michelle.8048>
I am sorry?

Bryan_>
how far, as in geography, are you? -- from Atlantic City, NJ

Michelle.8048>
I am located in Ontario Canada.

Michelle.8048>
Is there anything else I can assist you with today?

Bryan_>
Guess this is it.

Bryan_>
Thanks for letting me know.
Michelle.8048>
Thank you for contacting Comcast! We appreciate your business!

Michelle.8048>
If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.net to help you reach a resolution independently.

Michelle.8048>
Have a great day!

Michelle.8048>
Analyst has closed chat and left the room

#3 +++++++++++++++++++++++++++


End Session
user bryan_ has entered room

Bryan>
I cannot enter into my e-mail account

analyst Grayson has entered room

Grayson>
Hello bryan_, Thank you for contacting Comcast Live Chat Support. My name is Grayson. Please give me one moment to review your information.

Grayson>
Can you go to www.comcast.net and sign in?

bryan_>
I was able to get into my account last night, and after having contacted you last night. Now, I am blocked from entering my e-mail AGAIN.

bryan_>
No, which is precisely the reason for this current live chat.

Grayson>
Before I can assist you with that I just need to verify security with you, can you please provide me with your account number. It usually starts with the number 0. (It would be on any bill you've received or your installation work order.)

bryan_>
Last night, I could not find any of my old emails, and all of my contacts from my address book disappeared.

bryan_>
That is why I contacted you last night.

Grayson>
Did you find your emails?

bryan_>
This is my act ticket number from our first contact:

bryan_>
CRo92120790

bryan_>
What is my account number?

Grayson>
I could not use the ticket number to verify. One moment.

bryan_>
No, the meails are / were, not in my email manager.

bryan_>
They are removed, but not by me.

Grayson>
As an alternative, I can also accept the last 4 digits of the Social Security Number on the account.

bryan_>
That is the ticket numbe given 2 nights back.

bryan_>
6414

Grayson>
Thank you.

Grayson>
Your account number is 0950815626603

Grayson>
Did you find the emails at all?

bryan_>
TODAY, I cannot even enter my email account, to SEE if they are still lost. I am being BLOCKED from entry.

Grayson>
Can I try resetting your password for you Bryan?

bryan_>
I am not happy with this service.

bryan_>
Can it be set to what it is suppose to be?

Grayson>
I am sorry Bryan, I will do my best to help.

Grayson>
I can reset it for you, and then I can show you how to change it to whatever you like.

bryan_>
Okay, please do.

Grayson>
Thank you for your patience. I have changed your password to a randomly generated password. You can now use this new password to log into the Service Center. Once you login I suggest you change your password again to a password only you know, and one that will be easy for you to remember.

Your new password is: bakeplot

The following link will provide you instructions for changing your password: http://faq.comcast.net/faq/answer.jsp?name=18039&cat=Comcast.net%20Site&subcategory=1

Grayson>
Can you please try logging into www.comcast.net with the email address?

bryan_>
Can you also please tell me what happened to all of my e-mail, and what happened to all of my contacts that disappeared from my address book?

Grayson>
I do not know what happened to your emails Bryan, there doesnt appear to be anything wrong with the account from my side.

Grayson>
Are you able to log in to www.comcast.net now?

bryan_>
I am trying to do so. Give me a minute, please

Grayson>
Ok, I will be here when you get back.

bryan_>
Okiay, I was able to log in, but now I need to see if my contacts came back, one moment, please.

Grayson>
Do you use outlook express, or do you use www.comcast.net to get your emails?

bryan_>
I am using comcast.

bryan_>
My contacts are still missing.

bryan_>
Previous to now, in previous live chat help, I have been told that the problem IS on Comcast's end, not on mine.

bryan_>
I know that I have never deleted any of my contacts, my address book.

bryan_>
BUT, they are GONE.

Grayson>
Ok. I can escalate a ticket for someone above me to look at the issue, but I cannot be certain of its success. We will certainly try to get the contacts back.

Grayson>
Can I take a look at your email headers?

bryan_>
I pay for this service monthly, but now, I contact you daily, and the probklem is never resolved, but the same kinds of things are said, like using the word "escalate."

bryan_>
It has become predictable, yet, nothing else ever happens.

bryan_>
I do not have a clue as to what you are asking, such as email headers. What is that?

Grayson>
Sorry Brian, but the best way for me to help fix the issue is to escalate it to a team above me.

Grayson>
It would allow me to look at your inbox, and see all the 'subjects' of your emails.

bryan_>
Yes, but that has been referenced to in each of my live chat contacts, yet no one ever calls and no one ever seems to do anything to improve and or to correct any of the problems. The problems have gotten worse.

bryan_>
You can look, but what will that do to resolve anything?

bryan_>
My contacts are all still gone.

Grayson>
I will not see the contacts. I just want to make sure the account looks properly setup.

bryan_>
You will NOT be able to SEE the contacts because they are MISSING. BUT, they should NOT be MISSING.

Grayson>
Do you have a mail client on your computer Bryan? Like outlook express?

bryan_>
I do not know. I simply need to have my contacts PUT BACK.

Grayson>
When you access your email, do you open a program on your computer, or do you go to your internet explorer, and then go to www.comcast.net?

bryan_>
This is the THIRD Day of problems. I go to your internet explorer, and then go to www.comcast.net .

bryan_>
Why are you asking these kinds of questions?

bryan_>
WHAT will they, and my answers to them, acheive?

bryan_>
WHY can't any solutions be forthcoming?

Grayson>
I noticed that your emails are only from the last few days, which usually represents someone downloading the emails to somewhere. If that is the case, your emails and address book might be on your computer, instead of on www.comcast.net.

bryan_>
That is ALL I am interested in, getting these problems to go away. Not stay for another 72 hours, etc. TO GO AWAY.

Grayson>
I understand Bryan, I am just working on the ticket to escalate.

bryan_>
WHAT CAN THAT DO TO RESTORE MY MISSING ADDRESS BOOK OF CONTACTS? I NEVER DOWNLOAD TO MY COMPUTER. I have not changed anything about how I use this with -- and with NO problems. NOW, there are problems with no solutions.

bryan_>
WHAT CAN THAT DO TO RESTORE MY MISSING ADDRESS BOOK OF CONTACTS?

Grayson>
To fix the issue, I will escalate a ticket to a team that can look, and fix email addresses.

Grayson>
I am just working on that now.

bryan_>
"Escalate" NEVER translates into ANY problem resolved, only the end of my attempt to communicate with you.

bryan_>
I am frustrated at the routine, which it is, and I am frustrated, very unhappy, that the problem can exist but the solution cannot.

bryan_>
Can you please provide a phone number for me to call?

Grayson>
You can call 1800COMCAST anytime. They will have to escalate this issue for you as well. Do you want me to escalate it, and you can call in, and then verify that you need the escalation over the phone?

bryan_>
I WANT THE RETORATION OF MY CONTACTS BACK INTO MY ADDRESS BOOK>

Grayson>
The escalation unfortunately takes 24-72 hours, so its best to get started as soon as possible.

bryan_>
I did nothing to make them disappear, and I want them back! NOT GONE! Plus my saved emails.

bryan_>
Getting the problem resolved, getting started is precisely what these live chats, initiated by me, are all about.

bryan_>
Is it not extremely obvious that I indeed want this resolved, now?

Grayson>
I agree Byran.

Grayson>
Yes it is, and the way to resolve the issue is by escalating it to a team of workers who have the access to fix your email account, by getting your saved emails back, as well as your address book.

Grayson>
Can I escalate the ticket for you?

bryan_>
Does this solve the problem, or, does it simply say "go away, Bryan" ?

Grayson>
It will hopefully solve the issue. If comcast can save the emails and address book, it will be saved within 24-72 hours.

bryan_>
And if you do not "escalate" ~ does THAT solve the problem?

Grayson>
I do not have the ability to do anything on the account, other than to delete emails on the account, reset passwords, and look at the different accounts you have.

Grayson>
So I cannot assist you get your emails and address book back.

bryan_>
Who can? Who did this to my account?

Grayson>
The escalation team can look at your account. There is no activity on your account of any Comcast employees doing anything recently. I do not think anyone 'did' anything, I suspect something is just not working correctly with the account.

bryan_>
Do you have somebody inside comcast that is screwing with people like myself?

Grayson>
I do not think anyone 'did' anything, I suspect something is just not working correctly with the account.

bryan_>
Well that may be an understatement. It does appear that folsk inside comcast have the means to cause these kinds of problems, but not to fix them once they happen.

bryan_>
I did not cause nor contribute to this problem, and every thing I do to get it fixed remains without being fixed.

Grayson>
I agree Bryan, which is why I would like to help you by escalating this ticket. Can i do that?

bryan_>
Relying on comcast has proven so far, to be missplaced trust. You indeed CAN excalate this but I want the problem to be RESOLVED. NOT TO REMAIN.

Grayson>
I understand.

bryan_>
And, not to grow worse.

Grayson>
What number can someone contact you at, when this is completed?

bryan_>
As it has since my first contact over my email accoounts denial of access to me.

bryan_>
609-788-8930

Grayson>
Any particular time would be better to contact you at?

Bryan
Egg Harbor Township, New Jersey
U.S.A.

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This report was posted on Ripoff Report on 06/13/2007 04:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Comcast-C-O-M-C-A-S-T-Corporation/Philadelphia-Pennsylvania-19103/Brian-L-Roberts-C-O-M-C-A-S-T-Corporation-CEO-incompetants-screw-ups-cant-fix-any-pr-254305. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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