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Date: Wed, 04 Feb 2015 11:25:26 -0800
MIME-Version: 1.0
To: crccomplaints@atg.wa.gov
Subject: Re: 460160 : A notice from the Washington State Attorney General's
 Office
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit

On 2/4/15 10:35 AM, ATG MI CRC Complaint Processing (ATGDBOLYPRD01) wrote:
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> Bob Ferguson
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> ATTORNEY GENERAL OF WASHINGTON
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> Consumer Protection Division
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> 800 Fifth Avenue, Suite 2000 Seattle, WA 98104 (206) 464-6686
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> February 4, 2015
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...
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> RE:   Comcast
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> Our office has received the enclosed response from Comcast regarding the
> consumer complaint you filed with our office. Yourcomplaint has been
> closed as this response completes our informal complaint resolution
> process.
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> We appreciate you bringing this matter to our attention. Our Office
> monitors consumer complaints for possible indications of patterns of
> unfair or deceptive trade practices warranting further attention by our
> office. We may open a formal investigation or take enforcement action
> pursuant to the Consumer Protection Act at any time if the facts and
> circumstances indicate that further action is warranted.
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> Please note that consumer complaints, including responses, are public
> records and are available to the public for copying or inspection in
> compliance with the Washington State Public Records Act, RCW 42.56
> <http://apps.leg.wa.gov/RCW/default.aspx?cite=42.56&full=true>.
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> Sincerely,
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...
> Office Assistant 3
> Consumer Protection Division
> (206) 464-6684
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> (800) 551-4636 (in Washington only)
> 
> Fax: (206) 587-5636
> 
> CRCComplaints@ATG.WA.GOV <mailto:CRCComplaints@ATG.WA.GOV>
> 
> Enclosure
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Tanisha F. left a message for me, and then was not answering her phone
when I called her back. In order to get a hold of anyone at Comcast
"Executive Support" which is where Tanisha actually works, I dialed
random extensions leaving messages with people (none of who called me
back) until I reached a live person, who immediately said something like
"oh, your signal levels are bad we'll send someone out" which they did,
and the guy fixed whatever the problem was. This is after the
manager/supervisor/whatever on their regular support line insisted that
this was some problem with my networking equipment and "everything is
fine on our end".

I am happy to hear about the credit, but I have zero confidence that I
won't end up fighting through their nonsense again. I am also appalled
at the weasel wording in this letter from comcast. As I said Tanisha F.
left a message on my voice mail with a contact number. This document
heavily implies that she reached out to me and resolved the issue, she
did not. In order to get any kind of service after calling her back and
getting her voice mail, I literally started from her extension 3041001,
then dialed 3041002, then 3041003, and etc. After guessing extensions
that way stopped working, I found a way to type in last names in to
comcast's voice mail system and leave messages that way, so I started
picking random common last names. I was finally connected to a woman in
some other department who promptly transferred me back to their
non-helpful, hateful, and soul sucking regular customer support line.
Once I realized what she had done, I went back to dialing random
extensions on the "Executive Support" number and leaving voice mails,
until one extension apparently dropped me in to the middle of another
support call, and the gentlemen doing the supporting said he would call
me back once he finished with his current customer. And he did, finally,
and took five minutes to tell me what the problem was and schedule some
guy to look at it. This is insane. After all this happened, eventually,
Tanisha F. may have called me back, but I don't recall every talking to
her. How dare she imply she was helpful in any way.



-- 
And what is good, Phaedrus,
And what is not good—
Need we ask anyone to tell us these things?