Fewer Channels, No Reduction in Price

I was really happy with Melissa Mendoza's rapid response to my issue and the offer to reach out to Comcast's retention department on my behalf. I received a call from Channa with Customer Satisfaction one morning and she left a voicemail message asking me to return her call, which I did. She returned my call the next morning, again I was asleep, but called her as soon as I woke up. Channa did not return my call until the following morning and she definitely does not answer her phone throughout the day. She sent an email asking me to call her, as if I hadn't tried multiple times per day for many days. I replied to her email suggesting that we communicate via email since she is not a telephone person. No response! I was upset about the channels disappearing from the lineup, but I am now downright furious because failure to return calls or to answer incoming phone calls/email is just plain rude! I am sorry that I am not able to answer the phone early in the morning, as I take medication that make it difficult for me to sometimes even hear the phone ring while I am sleeping. If I am awake, because I am disabled, I often cannot make it to the phone before the final ring.

I want Channa's supervisor to know about my complaint. As a former Customer Service Manager, I cannot imagine a customer retention department retaining such an employee. I am passing this information on to someone in Comcast's Corporate office.

it's typical of comcast-the largest cable co. that still has the attitude of the hell w/the customer-where are they going to go-well, nowadays- ELSEWHERE - i rec'd my ans. to my problem on my ans. machine-basically- go screw-nicely done comcast- melissa-what is your job- to help- then help

Thank you, Melissa! I was contacted by Channa on the day that I posted the issue that I had with her not responding to my calls and email. She did provide me with some assistance, but I did get much more assistance from a representative at a local Comcast office. Again, thank you so much. You are a real shining star!

why does it take so long to get an answer and i haven't been responded to from over 3 wks. ago- what's up

What was the satisfactory counter offer that elated Rubleaux so?

This sounds like the problem. Read the NPR article below:

November 7, 2009 NPR

Comcast Is Accused of Deceptive Business Practices
by Tom Cole
The deteriorating economy isn't dragging down every company in America. Comcast Corp., the nation's largest cable TV company and the second-largest Internet service provider, announced Wednesday that earnings were up a solid 38 percent in the third quarter.

But consumer advocates say deceptive business practices may be part of the reason for the rosy numbers.

Just as Comcast was releasing its report, Consumers Union — the nonprofit publisher of Consumer Reports — sent a letter to the Senate Committee on Commerce, Science and Transportation. It states that Comcast and other cable operators appear to be trying to profit from the upcoming transition from analog broadcast TV to digital (DTV) on Feb. 17, 2009.

"With the DTV transition quickly approaching, consumer confusion in the television programming marketplace is at its peak," the letter reads. "Cable operators appear to be leveraging content to strong-arm confused consumers into paying much more every month for cable programming they have previously received at no extra fee. We believe the timing of this rate hike is deceptive."

Consumers Union also says Comcast has moved some popular cable channels to digital only — in effect forcing consumers to upgrade or accept fewer channels for the same price.

Joel Kelsey, a policy analyst for Consumers Union, says, "We're hearing from many consumers that cable companies are taking away some channels, requiring them to rent more expensive set top boxes."

While Consumers Union says Comcast does not appear to be doing anything illegal, it is urging Congress to investigate, citing an FCC ruling this month against Time Warner Cable in Hawaii and Cox Communications in Virginia.

On Wednesday, the Federal Communication Commission released a statement that backed Consumers Union's concerns:

"We agree with Consumers Union. ... We have also received complaints that cable companies are moving channels to a digital-only tier and charging consumers the same monthly rate for a reduced number of channels. If consumers wish to continue watching the same channels that they were before, they must now buy a more expensive package or rent more expensive equipment."

Comcast has denied that it engages in deceptive practices.

"Comcast is offering promotions for free basic cable to support the digital broadcast transition with no box needed to receive broadcast channels," the company said in a statement. "When we move markets to digital cable line-ups, which is a completely separate initiative, consumers will benefit because we will give them equipment for no additional charge and give them thousands of VOD choices, digital quality picture and sound as well as other interactive features."

Comcast CEO Brian Roberts said during a conference call with reporters, "When times are tough, people want to watch television, and now even as much they want to be on the Internet and be connected."

Roberts acknowledged that the company lost some basic cable subscribers. But he said the decline was more than made up for by 400,000 new digital subscribers — people who either switched from regular cable or signed up for digital cable.

In its letter to Congress, Consumers Union says those digital subscribers are boosting Comcast's bottom line unwittingly:

"In fact, in an October 2008 Consumer Reports Survey, we found that over two-thirds (68%) of cable only consumers have televisions in their home without set-top boxes. Nearly one-fifth (19%) of these consumers have noticed a reduction in the number of channels they are able to receive. The majority (60%) have taken no action and are paying the same monthly bill for less service; 28 percent have called their cable company to complain, and 21 percent have swallowed the extra equipment charge.

"This represents a significant number of cable customers who are either paying for less service, or being forced to pay more for the same service," the letter states.