August 24, 2005
To Comcast Vice President of Customer Care Mark Coffman
To Comcast Vice President of Customer Care Mark Coffman:
My Comcast broadband connection went out at 1:20am PT, while I was in the middle of a critical conversation online. This never happened before when I was using DSL.
I called 800-945-2288 and the service rep told me that this was a scheduled outage, then he said it was an emergency outage, but then he said it was scheduled outage again. When I asked how I could learn about these scheduled outages, he said I could check the website.
I dug up my modem - fortunately I still have local phone service, and cannot find such scheduled outage information on your website.
Needless to say I am extremely dissatisfied with my transition from DSL to cable modem:
1. Outages are completely unacceptable - especially since I was in the middle of a critical business conversation. Broadband is supposed to be a utility class service - solid, stable, and reliable. Clearly this is not. Why am I using a modem at 2am in the morning? Is this acceptable? NO.
2. The service rep could not get his story straight, and flat out lied to me by telling me that this information could be obtained on the website. Is it there? NO.
I am outraged and incredibly disappointed. Mark, what can be done to make matters better?
In the 5 years I had DSL, this happened once, and bad weather was involved.
Not a good start.
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14 Comments to “To Comcast Vice President of Customer Care Mark Coffman”
October 6th, 2005 at 8:09 am
Dear sir,
Comcast broadband was the greatest thing that happened to me until it went down.
I do Network support work from home and now I am out of commision without an ETA.
The comcast box is located next to my driveway and I noticed that comcast or someone recently worked inside that box because of the way the cover was replaced. I cut my lawn every week and I used my weed hacker to go around the box since last week the box cover is not flush on the base. I lost my internet access around the same time. I called tech support and I spent hours with them on the phone and all of them are walking me to the same disconnect and reconnect and reboot steps. It has been 4 days now that I don’t have internet access and telephone. If I perform dowload tests and upload tests, at times I will get 25 Kbps for the download and no response on the upload. I had to disconnect my broadband phone because of at least 50% packet loss. The helpdesk support is very bad. I was promised that someone would call me back to schedule an onsite visit. The comcast box is right in front of my house. I have no phone service because of the poor internet connection and I don’t seem to get any where with the tech support team. The only option I have is to turn all my services back to Bellsouth, for DSL and telephone and my Cable tv service to Dish. Can you please help me getting somewhere with your Customer service and helpdesk department?
One of the helpdesk support personnel promised to call back with an appointment for an onsite visit.
I am still wating for that call
Thanks Marlon
March 9th, 2007 at 8:53 am
Dear sir,
My service (Poor quality - cable tv and broadband) has been so bad that my family has not been able to watch tv or access the internet. I would like to open a trouble ticket but due to “no one available” yes, this is want the voice mail announcement advised me (customer) when you call Comcast (1-800-266-2278). Sir, I would like to give your company a chance to correct my issues before I start looking for another provider.
Thank you for your attention,
Bryan
March 15th, 2007 at 4:47 pm
I was with Adelphia till Comcast decided to buy them out, so now it seems that Adelphia doesn’t want to talk to me because they say I am a Comcast customer. Comcast doesn’t want to talk to me because they say I have not yet “migrated” to Comcast.
This is good for custome service because no one has to deal with my problem. This is very bad for Comcast as I am not the only one being ignored here, I hear people complaining about it all the time.
I have not been able to use my Outlook Express for 2 months because of this problem. I want to either be with Adelphia or Comcast, or you will be forcing me to move to another carrier. One that acknowledges me as a customer. I work in customer service and if I treated our customers the way I have been treated, I would be looking for another job.
March 18th, 2007 at 10:46 am
just signed up with comcast and i find your service is terrible. after having your full service for two weeks, got home last night and had no dial tone. after being on hold for over 30 minutes, i gave up. called again this time i was on hold for 28 minutes before i could speak to someone. nothing anyone could do for me, not helpful at all and quite frankly they did not care. made an appointment for sundau between 12 and 4. well its now almost 2pm and i have not heard from anyone.
should of stayed with verizon, just may cancell this account, service is not customer friendly at all
thanks for your time
i will look elsewere
richard giglio
8 mattapoisett rd 5082956468
June 13th, 2007 at 12:14 pm
Comcast said this is the year for customer service. They are going to improve so that they are not on the to ten worse customer service lists. Guess what you are FAILING.
I have spent two days and countless hours trying to get my Digital TV and cable internet fixed, and it isnt working. They said last night the tech would be here between 7am and 9am and someone called at 8 and said that they would be here in 45 minutes, at 9:45 the tech showed up and said he was in a MANDATORY meeting and that is why he was late…(Customer comes after the meeting) he couldnt fix it, he needed his supervisor said they would be back by 1, I started calling at 2 and it is now after 3 and no one can find the tech or the supervisor….Comcast, you need a head of customer service who is going to handle these issues. Someone who gets bonuses based on a customer being satisfied. Oh well now I am going to see when they FIOS will be in my area…please let the competition begin. I am also going to see what bills are in congress that will make Comcast address these issues.
Thanks for the place to vent, I know the chances of anyone caring are little to none.
September 21st, 2007 at 10:49 am
I was called many times recently to a business which is my client,
Tropical Tans and Travel in West Monroe Louisiana.
They have had many outtages of late with Comcast.
The present situation is this,
Tueaday September 18 Comcast Cable Internet went down at our STRICTLY online Travel Agency.
I phoned in, asked for repair, was told outage in area, would be fixed soon.
Later that day, phoned in again, said they would send a man out TOMORROW.
Wednesday, comcast repair came out, 1.5 hours, left did not fix it.
Wedsday afternoon, phoned comcast, usually an hour wait each time I call for business class repair, they said they would send somone out 7 am thursday.
Thursday, 830 am, Comcast shows up.
They stay most of the day, then leave, still not working.
Friday Morning, I drive to comcast, get in touch with the supervisor, Willie. He said a man was going over as we spoke.
I went to the office, they had a guy there.
Friday after noon, comcast has been working all day, still no internet.
This is a night mare.
Our company has lost so much money, No internet for 4 days now.
Clients are lost, going to other travel agencies… tons of money gone.
Our reputation is getting really soiled.
Talk about a nightmare…. Comcast High Speed Internet in West Monroe, Louisiana.
And note,
We cannot contact anyone locally, no phone numbers, no email addresses for local service provided… the only way to get help is to stay on hold for like an hour each time waiting for someone in another state that has not a clue what is going on in our area.
Something needs to be done about the way Comcast is run in West Monroe, Louisiana.
September 21st, 2007 at 11:03 am
Does anyone have a contact number or email address for To Comcast Vice President of Customer Care Mark Coffman or anyone who can do some thing about Business Quality Control?
We have been down, no internet since Tuesday and it is now Friday and I am worried they are going to do nothing all weekend.
October 20th, 2007 at 9:17 am
I HAVE SPENT COUNTLESS HOURS TRYING TO TALK TO SOMEONE AT COMCAST TO CORRECT MY BILL FOR FIVE MONTHS. I HAVE NAMES AND PHONE NUMBERS OF EACH PERSON I TALK WITH, NO ONE WAS ABLE TO CORRECT MY ACCOUNT. I AM SO TRY OF EACH MONTH RECEIVING A PAST DUE NOTICE TO CUT OFF MY SERVICE. I AM OUTRAGED WITH THIS NIGHT MARE AND INCREDIBLY DISAPPOINTED. PLEASE HELP, .
November 28th, 2007 at 11:10 pm
Here is the contact information for the executive assistant of the CEO of Comcast - Brian L. Roberts
Miss Lucille Fatil
1500 Market Street
Philadelphia, PA 19102
(215) 665-1700
December 12th, 2007 at 3:21 pm
hi rick my name is cynthia davis. i had service with optimun then had to cancel because comcast was located in my area that i moved to so i called in on 12/7/07 at 3-3:45 and spoke to a rep named dudley who is from irvington to set up service. i advised him that i dont have time on weekendays and asked for saturday appointment he stated that he did not have any but made an appointment for installation on sunday 12/9/07 bw hrs 12-3pm he advised me that i needed a money order in the amount of 39.99for installation. i then called back that same day to add the hdtv boxes on the promo code 2004 to three rooms. i spoke to crystal extenstion 77803 in louisiana at 5:10pm on 12/7/07 she called over to mrs ward in sales who added the promo code. she then clicked back over to me and i asked her to verify my installation date she repeated 12/9/07. well on sunday i woke up at 9:30am went to shoprite[supermarket]and got the money order i got home at 10:15am and stayed home and noone ever came then i called back in and demanded a supervisor so jodi rep# 7yh extension# 19102, [she stated to me on the call that her days off were wednesdays and thursdays]i spoked to her and advised her of the situation within she had an attitude untill she realized that i was an irate customer but not an IRATE CUSTOMER. she advised me that the rep dudley never put my appointment on sunday that i was not required to have cash on delivery, then i advised her sunday is normally not a working day so how would i know about sunday installations. she made a new date for me which was today monday 12/11/07 btw hrs of 3-6pm she advised me that she will be updating my info [phone number and a special note with the money order number into the system because i was kind of sceptical about the company since she told me u do not do c.o.d’s and i also gave her a new number to update as well to contact me on at any time.i called in today 12/11/07 and rep jerrica in loisianna extension or rep id 2441 advise me that the special note was left stating to make me the last stop on his rosta for the day. my thing is im a brand new customer who could have clearly gone to direct tv who does havent a problem with getting appointments correct. i just couldnt beleive that i spoke to one of your well trained managers Jodi to get my contact info setup and she couldnt even do that. Is this the type of managers you trust to get company information over to the customer. i am so angry right now because i model and i dont really have time to wait for another dat of 12/22/07. a show that i am going to be on is comming on the 20h of december and i need to watch myself on cable to see how i am doing. this kind of service set me back sunday today monday because i took off from work and stayed in the house all day and if the rep got the info right i wouldnt have to go threw this. im also starting to wonder why did that rep tell me about the money order for installation and your company doesnt do cash on delivery. i will copy and paste tis email and send this to the appropriate department/team until my issue gets resolved. i will also be contacting the complaint line at 215-665-1670 as well as emailing everyday until someone will be able to assist me with this issue that is clearly not the customers fault. and as of today i still dont have service and i took off of work today to get this done like i stated before jodi reassured me that she updated my cell number in notes she gave me her days off. continuation as of 12/12/2007 i sent you an email yesterday and someone called my phone today and told me that there was available appointments on thursday 12/13/07 or friday 12/14/07 they provided me with two numbers 856-821-6254/856-821-6100. i call those numbers and they cannot assisted me properly a representative by the name of phil in accounting some where in the south new jersey answered the phone and advise me that he normally doesnt take in bound calls but he will because this was an excalated phone call. he was speaking with a lot of slang like ”it aint no prob ima have you up in running in no time someone is going to call you asap while speaking to him on the phone i felt like i was at a gangster rap party, the way he was speaking. Do you not have quality assurance? do u recruit theses people to really represent your company? whats funny is i got this number from sending a very concerned email and i still could not be assisted everyone answers the phone with attitudes. they act like you dont need the customers bussiness to stay in bussiness. i wish there was someone higher that i could speak to to get this taken care of for some feed back. im going to search the web all day until i find someone who is professional and can handle a normal inbound phone call. i will also be emailing you numerous times a day until this is handle correctly and properly. i also want to know why that representative dudley asked me to get a 39.99 money when i did not not need one. thats something like payment fraud or something. please email me back and let me know if i am going to become a happy customer or not because if not i will be more than happy to pay direct tv 149.99money order for installations. im willing to pay more money for better service so please assist me and make this rite. as per who every gets this email i want you to know that i will be searching the web to find an email address to send to the appropriate department/manager VP or whatever with reps and mangers names number extensions locations and times i spoke to them and im not going to stop until i get answered. im tired of calling because i get no service you can call me any time at 201-647-7379 or email me at my desk cd0658@att.com
January 2nd, 2008 at 2:55 pm
the crawfordsville area comcast bussiness is a must 2 talk about soo if it would b possible could u call 2morrow b4 noon…. the # is 1-765-307-4487
January 8th, 2008 at 8:31 am
I need a contact address for Mr. Mark Coffman, Customer Care
January 20th, 2008 at 7:46 am
I live in Bloomfield IN. and it was Christmas Eve!!! When I recieved a phone call from Comcast/insight.They demanded a payment by phone or my service would be interupted over the holidays.(I forgot to drop the payment off tat the local office and was going to do so the next bussiness day)So I did,Then about 10 or more days passed and I recieve a letter saying that my check was returned NSF which is crazy!! I had over $900.00 in the account at the time plus i have $500.00 in overdraft protection! So I contacted them and talked to Joyce who was nice and did her best to be helpfull (as far as I know)When I explained what was going on and that there is no way the check bounced,I was told I needed to set up a payment arrangement so I did, then the next day I checked my bank account(Crane Federal Credit Union)I found that the check never hit. When I contacted Joyce again and informed her of this I was put on hold and when she came back on she said I gave the wrong account number,So they are telling me I entered the wrong number that I have had for years twice in a row,Not very likely, So I went ahead and did check by phone again with Joyce on Thursday and the check cleared! Problem solved right? WRONG!!!!!! It was just getting started. On Saturday after 5:00PM! A skragley looking guy came to our door demanding I make payment in full or he would shut me off with a real attitude. I informed Chris Meth or neff I’m shure somebody knows his correct name’that I already got it straitened out .That’s when He preceeded to inform me that comcast doesn’t do extensions. Then why do they call and ask you to do so? And he went on to tell me he diddn’t care what they said at the office he said HE makes the decision whether the service stay’s on or not. When I told him I would contact Joyce again or go to the local office and take care of It. He responded that If I contact Joyce or the local office about this I he would shut our service off on the spot.In short Mr. Coffman He was RUDE TO ME AND MY WIFE,AND THATS NOT ALL,HE WAS ALSO HOSTILE TO MY MOTHER-INLAW AND USED FOUL LANGUAGE AND WAS A REAL TURD TO MY 5 YEAR OLD DAUGHTER!!!!!!!!!!!!!!! If you care about customers I expect a response As I am thinking on filing charges!(As there were 4 witnesses to the insident,and I have a corporate lawyer in the family. (812)381-9009
June 11th, 2008 at 6:56 am
I, Jerry Beatty also need the contact phone/email information for Comcast’s VP of customer Service…. Mr. Mark Coffman…wherever he might be off iced??
I have had trouble with getting my modem line changed from QWEST for months and was told a supervisor would call me yesterday afternoon and no call ever came. It’s 6:39 AM PST; I’m pissed off and cannot sleep.
Unfortunately I was recalled from my project for the US CIA Langley, VA from RIO…I do not get paid while I’m in Bellevue, WA and I was scheduled to have this service installed yesterday the 10th of June 2008 but was sent a card to call them which I did immediately…
I usually get excellent phone customer service but Sue come close to outright STUPID…It took her over 6 minutes to find my home address even when I gave her my account number/phone number/address several times. When she finally found it she informed me that my service was cancelled because they tried calling me 3 times and I was in Rio on assignment returning to Bellevue on my nickel for several personal matters including this installation yesterday. She said that they had my verification from the 3rd party service that confirms my desire and agreement to transfer this service from QWEST to Comcast. She said they needed to do it again but couldn’t call me in Rio Brazil as it’s an international call!!!
She rescheduled me for the 17th to install this modem line from 8AM to 12:00. I must stay here as I need to change this service so when I complete my assignment QWEST will no longer be my phone service.
I’m really perlexed/pissed off read the many complaints seeking the VP of customer Service Mr. Mark Coffman..
If anyone can email me in the next few days I can voice and copy this message to Mr. Mark Coffman which will help me from being PISSED OFF!!
I really hope someone can HELP me ASAP. GOD BLESS Jerry Beatty jbeatty007@earthlink.net
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