A mentally ill man I care for recently ordered phone service from Comcast. He called the company to place his order for the phone service but I spoke with the customer service representative to confirm the details concerning his service. I always do that for the gentleman to make sure that the information he is provided is correct.

The phone service was scheduled for April 4th between 8:30 AM and 10:30 AM. The technician was late. He was excellent in his demeanor and I have no complaints about him or his service. The young man called Comcast to inform them that the technician was late. As a result of the fact that the technician was late he was entitled to a $20.00 discount off his bill. He was promised a $20.00 discount by the CSR from Comcast. I documented everything because I wanted to be prepared in case there was a problem.

The young man received his Comcast bill a few days ago and guess what...the $20.00 was not deducted from his bill. Today we called Comcast and after about a 20 minute wait on the phone he spoke with a CSR. The CSR he spoke with at Comcast was professional and courteous in his demeanor. He informed him that the request for the $20.00 deduction from his bill was never requested by the previous CSR we had spoken to. That made me feel quite frustrated because were it not for me checking his bill with him he might have never noticed that he did not get the deduction and a promise that was made to him by a CSR at Comcast might not have been kept. The gentleman we spoke with at Comcast today did put in a request for the deduction and the $20.00 will be taken off his bill. And you can be sure that I am going to check his bill to see that the $20.00 is taken off his bill. And it is not the matter that it is only $20.00 which is a small amount of money...it is the principle...when people who work for a company promise their customers something they should deliver what they promise.

This is not the first such experience I have had with the Customer Service department at Comcast. I am very disappointed with how the Customer Service Reps at Comcast provide incorrect pricing information, billing information and make promises that are not kept. Or they make a promise and then the only way you can get the management to keep the promise is by calling the company back and requesting what it is that they promised the customer in the first place. This is not right.

I am going to follow up with the Customer Service Management at Comcast and inform them again of the problem they are having with their Customer Service Department so that hopefully they can educate their CSR's to provide accurate information to their customers as well as to do what they promise when they make commitments to the valued customers.