From: Eryca
Sent: Tuesday, May 3, 2016 12:29 AM
To: Tips@WJLA.com; fox5tips@wttg.com; Tips@WJLA.com; newstips@wusa9.com
Subject: DC Comcast No Fix on Downed Wires for a Month in my Back Yard !!!!!
Dear DC Local News Stations,
My name is Eryca Kasse, I reside at XXXX, Wash, DC . For the past month I have been contacting Comcast to fix the downed wires that are right outside my backdoor and all the way across my back yard. I am OUTRAGED by Comcast's horrible lack of service. My roomates and I have been exposed to a very dangerous situation for weeks. Below is a copy of the customer service chat session I had with Comcast on 5/1/16 (my FOURTH request for a fix of downed wires) where in writing I was given a guarantee that it would be completed on 5/2/16. NO SHOW!!!!!! I am at wits end and turning to you the local media to help me get the safety me and my household deserve.I give you permission to come and film the back of my house, even if I'm not there. I leave for work on Tues 5/3/16 at around 9:00am. I can be reached at 202-xxxxx or this email: XXXX . Thank you for your consideration to investigate my story.
Sincerely,
Eryca Kasse
DC Resident
XFINITY Chat
Live Chat
user Eryca has entered room
analyst Jennifer has entered room
- Jennifer
- 8:06PM
Hello Eryca_, Thank you for contacting Comcast Live Chat Support. My name is Jennifer. Please give me one moment to review your information.
- Jennifer
- 8:06PM
My pleasure to have you on this chat! I hope you are doing well today.
- Eryca
- 8:06PM
My Issue: My Issue: This is my 5TH REQUEST TO FIX DOWNED WIRES. Please connect me to the supervisor ASAP Eryca Kasse xxxxxxxx
- Eryca
- 8:06PM
Hello
- Jennifer
- 8:06PM
Hi Eryca.
- Jennifer
- 8:08PM
I see that you want to request for an appointment for your services, Right?
- Eryca
- 8:10PM
it took me 4 requests to finally get one, i was promised they would come yesterday. NOTHING. it has been an unsafe situation for 3+ weeks. I got a credit which i appreciate. but then annother no show appt!!! i want a no show credit and the bottom line is the downed wires are right outside my back door and across back yard i dont know what else i have to do to get it fixed. this is OUT OF CONTROL
- Jennifer
- 8:12PM
I do really wish to apologize for the inconvenience that this has caused you.
- Eryca
- 8:12PM
ok
- Jennifer
- 8:13PM
Please let me go ahead and check this for you.
- Jennifer
- 8:13PM
May I have your email address to use if we have important messages concerning your Comcast account like appointment confirmation or changes to your account?
- Eryca
- 8:13PM
thx
- Eryca
- 8:13PM
its same one xxxxxx
- Jennifer
- 8:14PM
Thank you.
- Jennifer
- 8:14PM
You're welcome.
- Jennifer
- 8:18PM
Thank you for waiting.
- Eryca
- 8:18PM
ok
- Jennifer
- 8:18PM
May I know if the wires that has not been fix was for your cable service?
- Eryca
- 8:20PM
i have cable TV and wireless internet. thankfully it has not affected the service. but worse situation is the SAFETY HAZARD!!!!!!!!
- Jennifer
- 8:21PM
I understand that Erycan
- Eryca
- 8:22PM
honestly at this point I want the entire bill credited i can't take it anymore. this is not directed at you, just the situation
- Jennifer
- 8:23PM
As I check on the account there is no appointment that has been schedule to fix your concern.
- Eryca
- 8:24PM
AAAAHHHH
- Jennifer
- 8:24PM
I need to transfer you to the right department to assist you to fix your concern immediately, Would that be okay with you Eryca?
- Eryca
- 8:24PM
late fri night i was on chat for a super long time and they scheduled it for Sat Apr 30th and she literraly typed she "promised" they would show up this time. she said the last one there was a problem with the system and the appt got erased or something. i cant take it anymore
- Eryca
- 8:25PM
while i'm still with billing id like ot speak to supervisor about more credit to my account due to this terrible service (nothing personal to you)
- Jennifer
- 8:27PM
As for the credit to be applied on your account for the inconvenience Eryca.
- Eryca
- 8:28PM
its not convenience as i dont have to be there they just have to come to back yard, its for the safety
- Jennifer
- 8:28PM
We can applied a one time courtesy credit for $20.00 and I can definitely transfer you to the right department to resolved your concern for the wires to be fix. I know how you feel cause if this has happen to me I will be mad as well.
- Eryca
- 8:29PM
i appreciate your empathy
- Eryca
- 8:29PM
ok thx
- Jennifer
- 8:29PM
I know how important to fix this wiring for the safety of your family members.
- Eryca
- 8:30PM
thk u
- Jennifer
- 8:31PM
Please allow me to apply a one time courtesy credit for $20.00 and I will transfer you right away to the right department who can fix your concern with the wirings for your families safety, Would that be okay with you?
- Jennifer
- 8:31PM
You're welcome.
- Eryca
- 8:32PM
yes. i dont want to have to explain it all again to them. they can see in my account that this is my 5th request right? are the notes in there about my call friday night getting the 4/30 appt??
- Jennifer
- 8:35PM
As I can see from here there is a note regarding the multiple request for drop bury and the manager has applied a $80.00 credits that will reflected on your next bill.
- Eryca
- 8:35PM
thanks
- Jennifer
- 8:35PM
Also I have successfully applied a one time courtesy credit for $20.00 and this will reflect on your next bill.
- Eryca
- 8:35PM
thank u
- Jennifer
- 8:36PM
Shall I transfer you to the right department who can fix and resolved your concern regarding the wirings that needs to be fix, Would that be okay with you?
- Jennifer
- 8:36PM
Your most welcome.
- Eryca
- 8:37PM
yes
- Jennifer
- 8:38PM
Thank you.
- Jennifer
- 8:39PM
Please stay online as I transfer you to the right department.
- Eryca
- 8:39PM
ok
- Jennifer
- 8:41PM
Please wait, while the problem is escalated to another analyst
Waiting for response from Jennifer
- Eryca
- 8:42PM
My Issue: My Issue: This is my 5TH REQUEST TO FIX DOWNED WIRES. Please connect me to the supervisor ASAP Eryca xxxxxx
user Eryca has entered room
analyst Christopher has entered room
- Christopher
- 8:42PM
I am now reviewing your account information.
- Christopher
- 8:42PM
Hi there Eryca.
- Eryca
- 8:42PM
Hi
- Christopher
- 8:43PM
I am very sorry to know that your request has not yet been take cared of.
- Christopher
- 8:43PM
And, I can tell how important your services to you as well.
- Eryca
- 8:43PM
tx
- Christopher
- 8:46PM
I am still here.
- Eryca
- 8:46PM
k
- Christopher
- 8:47PM
I am now checking to see what's causing the interruption on the request.
- Eryca
- 8:48PM
1st time was told they would come that night, nothing. called a few days later they said it takes 72 hours (had already passed) next time they said coming Mon 4/25, nothing! then i called late fri night 4/29 (4/30am) and they said was a glitch in system and erased the appt?? was promised they would come next day saturday (yesterday). NO SHOW
- Christopher
- 8:50PM
I see. As per checking here, there's actually an appointment opened in 4/30/2016.
- Christopher
- 8:53PM
I am seeing here that this is still routed. Meaning, it is still open and our Technicians and engineers are still working on it.
- Eryca
- 8:53PM
??? i was told it was an appt to come then!!
- Eryca
- 8:54PM
i wish i had saved the text of the chat. it was late fri night after midnight i think. so techincally 4/30 and she said she promised this time they would come in the am
- Christopher
- 8:55PM
I believe this is an outisde job, Eryca. For this, the appointment was created yesterday April 30, 2016. The appointment will need to take 2-3 days as our Technician will need to ask for consent from the area (personnel) to do the job.
- Eryca
- 8:56PM
why did she tell me they would come that am?????
- Christopher
- 8:56PM
I believe she may have provided you the wrong information.
- Eryca
- 8:57PM
how can u guarantee me that this time they will come. each time ive contacted was told something this is my 5th time
- Christopher
- 8:57PM
No worries, what I have provided you is accurate.
- Eryca
- 8:57PM
honestly i CANT TAKE IT ANYMORE if they dont come
- Eryca
- 8:58PM
i want a guarantee from manager that if they dont come within 2-3 days from 4/30 that my whole rest of bill will be credited
- Eryca
- 8:59PM
i have gotten $80 credit, then$20. bill us usally almost $200
- Christopher
- 8:59PM
Okay. What I can guarantee you now is that our Technician will be there to do the appointment, Eryca.
- Eryca
- 8:59PM
the safety hazard this has caused my household is horrendous
- Christopher
- 8:59PM
This might take 2-3 days as the ticket create on 04/30/2016, so that would be the starting date.
- Christopher
- 9:00PM
Our technician will contact you prior to that visit.
- Eryca
- 9:00PM
i do not need to be contacted. the back yard is open they do not need to come in side. i dont want them to finally come and then say they didnt do it cause i didnt answer myphone!!!!
- Christopher
- 9:01PM
Other than that, there will be no charge for the appointment that was set to you as this is an outside job.
- Eryca
- 9:01PM
is it 2-3 business days or weekends count. if all counts then tomorrow is the 3rd day
- Christopher
- 9:02PM
Yes, that is correct.
- Eryca
- 9:02PM
so you are guarantteing me that tech will come tomorrow Mon 5/2?
- Eryca
- 9:05PM
Hello?
- Christopher
- 9:05PM
Still here.
- Christopher
- 9:05PM
Still here.
- Christopher
- 9:06PM
Yes, the technician will contact you with this appointment and you can provide them information of the appointment that should be done on the scheduled time and day.
- Eryca
- 9:07PM
what???
- Eryca
- 9:08PM
i would like the tech to receive my address with the info to go to back yard and fix the downed wires. i do not need to be contacted as it is accessible. they dont need to go in my house. i will not be home i will be at work
- Christopher
- 9:09PM
Surething, Eryca.
- Eryca
- 9:09PM
why would i have to tell them anything??? comcast should tell them what the job is.
- Christopher
- 9:09PM
I have noted in the ticket your complete and preferred address for the appointment.
- Eryca
- 9:09PM
my anger is not directed at you its the situation
- Christopher
- 9:10PM
I do understand that and I do feel the struggle to go through on this processes just get things fix.
- Eryca
- 9:10PM
please EXPLICITLY write do not call customer. walk directly to backyard of xxxxx ave NE. wires are down across the whole yard and starts by the back door up the stairs
- Christopher
- 9:10PM
That is duly noted.
- Eryca
- 9:11PM
what is the lates time they would complete this by tomorrow Mon 5/2/16?
- Eryca
- 9:12PM
latest
- Christopher
- 9:12PM
I am not certain to the time frame as this will depend on the availability of our Technician, Eryca.
- Eryca
- 9:13PM
but how late do they work? 5pm , 8pm?
- Christopher
- 9:14PM
Usually, it will be an open time for an outside job like 8AM to 8PM.
- Eryca
- 9:15PM
okay if no one has fixed it by 9pm tomorrow i am calling the local news to come and video the safety hazard and do a story on the terrible service of comcast. i am not trying to be obnoxious and again this is not at you, you are just doing your job. but i will be over the edge with frustration if they dont come
- Eryca
- 9:16PM
i am saving this chat session.
- Christopher
- 9:17PM
I do understand that, Eryca.
- Eryca
- 9:17PM
ok thanks
