CONTACTS
0201 - Comcast
020101 - Mr. Customer Assistant
020103 - Customer Support Department
SUBJECTS
Comcast Revise Agreement 6 Months Communication Services 117.72 with
3703 -
3703 - ..
3704 - Summary/Objective
3705 -
370501 - Follow up ref SDS 33 0000. ref SDS 32 0000.
370502 -
370503 -
370504 -
370505 -
370507 - ..
3706 -
3707 -
3708 - Background
3709 -
370901 - Background on Comcast services reported on 110214 1910. ref SDS 18
370902 - SS5O
370904 - ..
370905 - Original rate of $128.51 for monthly communication services is listed
370906 - in the record ordering Comcast service, ref SDS 6 H13L The rate was
370907 - later changed to $115 per month, reported on 110125 0921, ref SDS 17
370908 - WZ4O
370910 - ..
370911 - On 110609 0849 Comcast billed $2 more than agreed, which turned out to
370912 - reflect increase for modem rental. ref SDS 22 UY6X Contacted Comcast
370913 - and entered into revised agreement. reducing monthly charge to about
370914 - $112, to compensate for Comcast increasing charges for modem rental
370915 - from $5 to $7, and then reducing modem rental by $5, down to $2,
370916 - creating a net reduction of $3. ref SDS 22 MQ6O
370918 - ..
370919 - On 111109 0800 Comcast agreed to provide HBO service for 3 months,
370920 - expiring on 120209, reported. 111109 1718, ref SDS 31 XP4N
370922 - ..
370923 - On 120109 0957 Comcast made billing mistakes charging $158, 120109
370924 - 0957, ref SDS 33 UY6X; after making corrections Comcast continued
370925 - making mistakes claiming agreement on 110609 expires on 120125, and so
370926 - proposed new agreement in the amount of $160 per month, reported on
370927 - 120109 0957. ref SDS 33 KG4O Since this conflicted with the
370928 - agreement, Comcast offered to increase the monthly charge to $144
370929 - instead of $160, shown on 120109 0957. ref SDS 33 SD8L Contacted AT&T
370930 - and got offer to provide comparable communication services for monthly
370931 - charge of $117, reported on 120109 0957, ref SDS 33 IO6O
370933 - ..
370934 - On 120116 1051 AT&T clarified offer to provide communication services
370935 - at same rate Comcast offered for comparable DTR, ref SDS 0 T59F;
370936 - called Comcast and entered revised agreement to continue current
370937 - communication services for monthly charge of $117.72, ref SDS 0 Z53M;
370938 - agreed to pay $128.04 on January invoice and due credit of $10.54 on
370939 - February invoice to reflect new agreement of $117.72, and in order to
370940 - avoid confusion in Comcast computer. ref SDS 0 6F94
370941 -
370942 -
370943 -
370944 -
370946 - ..
3710 -
3711 -
3712 - Progress
3713 -
371301 - Communication Services Procurement AT&T Offers $117
371302 - AT&T Offers Communication Services $117 Procurement
371303 -
371304 - Follow up ref SDS 33 PE5J. ref SDS 26 S44H.
371305 -
371306 - Called to follow up offer made AT&T on 120109 0957. ref SDS 33 VZ3M
371307 -
371308 - 800 288 2020
371310 - ..
371311 - Talked to Holly...
371313 - ..
371314 - She found the order Sylver prepared in the amount of $117.
371316 - ..
371317 - Explained have not received the letter from Sylver confirming the
371318 - scope of AT&T's services which Sylver said AT&T can provide for $117
371319 - per month, and which Sylver said would be submitted on 120109 0957.
371320 - ref SDS 33 LH5N
371322 - ..
371323 - Holly said that Sylver made a mistake. She said AT&T refuses to
371324 - submit written confirmation of proposals. Holly explained that AT&T
371325 - sends written confirmation only after the customer orders service.
371327 - ..
371328 - Asked how customers can decide what to order without a written
371329 - instrument showing the scope of the proposal?
371331 - ..
371332 - Holly advised that for $117, AT&T will provide 300 channels, and
371333 - includes premium channels except HBO and another.
371335 - ..
371336 - Holly further clarified that AT&T prices for communication services
371337 - varies according to following Internet data transfer rate.
371338 -
371339 - 12 MBS........................ $117 1st 6 months
371340 - 12 MBS........................ $123 for next 6 months
371341 -
371342 - 18 MBS........................ $128 1st 6 months
371343 - 18 MBS........................ $135 for next 6 months
371344 -
371345 - 24 MBS........................ 138 1st 6 months
371346 - 24 MBS........................ 145 for next 6 months
371348 - ..
371349 - During the call, we checked the record and found that the data
371350 - transfer rate for the current Comcast service contract is 20 MBS,
371351 - reported on 100915 1403. ref SDS 7 QS5M
371353 - ..
371354 - This record indicates AT&T's offer is about the same as Comcast's
371355 - offer on 120109 0957. ref SDS 33 SD8L
371357 - ..
371358 - Holly's number.................................. 858 320 5431
371359 -
371360 -
371361 -
371363 - ..
3714 -
3715 -
3716 - 1134
3717 -
371701 - Communication Services Procurement Comcast Offers $160
371702 -
371703 - Follow up ref SDS 33 03GC.
371704 -
371705 - Called Comcast...
371706 -
371707 - 800 945 2288 O-00000859 0405
371709 - ..
371710 - Talked to Adrian.
371712 - ..
371713 - Explained background talking to Irma on 120109 0957. ref SDS 33 03GC
371715 - ..
371716 - Asked about continuing current Comcast communication services for rate
371717 - competitive with AT&T, reported on 120109 0957. ref SDS 33 VZ3M
371719 - ..
371720 - Adrian transferred the call to Loyalty Department again...
371722 - ..
371723 - Talked to Michael.
371725 - ..
371726 - Michael offered to continue current service for additional $5.00 for 6
371727 - months.
371729 - ..
371730 - Asked Michael to extend the agreement for 12 months.
371732 - ..
371733 - Michael said that in 6 months Comcast will have further discounts to
371734 - reduce charges for current monthly communication services below the
371735 - current billing of $111, and which may last for a year.
371737 - ..
371738 - Asked for total amount customer will pay for next 6 months under this
371739 - proposal?
371741 - ..
371742 - Michael made calculations showing the total amount of Comcast billing
371743 - with taxes for the next 6 months will be...
371744 -
371745 - $117.72
371747 - ..
371748 - Starts on 120126 and expires 120626.
371749 -
371750 - [On 120620 1215 Comcast offered to continue telephone and
371751 - Internet services, and to expand television services for
371752 - another year at monthly rate of $112.65. ref SDS 36 GY7K
371754 - ..
371755 - Michale said that on next month's bill Comcast will credit the
371756 - difference between amount paid this month of $128.04, and the new
371757 - amount actually owed of $117.72, as agreed today, per above.
371758 - ref SDS 0 SY91
371760 - ..
371761 - Asked why not pay the actual amount owed, since Comcast's computer
371762 - will make the adjustment?
371764 - ..
371765 - Michael said that since the computer now shows...
371766 -
371767 - $128.04
371768 -
371769 - ...he feels that paying the full amount of Comcast's billing can help
371770 - avoid confusing the computer and causing more problems later.
371772 - ..
371773 - Explained that Comcast shows on the website that the customer owes
371774 - $157.65, which reflects failure to correct prior mistakes, reported on
371775 - 120109 0957, ref SDS 33 UY6X, as reported by Wes also on 120109.
371776 - ref SDS 33 EV9O
371778 - ..
371779 - Michael said that Comcast has updated the Internet invoice to now
371780 - show $128.04.
371782 - ..
371783 - During the call, We checked Comcast's Internet address and found that
371784 - Comcast has changed the amount owed on the current billing to $128.04.
371785 -
371786 - [On 120118 0610 paid Comcast $128.04, which is $10.32 more
371787 - than owed, and will be credited on invoice for next month.
371788 - ref SDS 34 OH5O
371790 - ..
371791 - Agreed with Michael's work plan to pay $128.04, and that Comcast will
371792 - show a credit of $10.32 on the February invoice in the amount of
371793 - $10.32 for the difference between the January billing, and the actual
371794 - amount owed, based on new agreement today, calculated thus...
371795 -
371796 - $128.04
371797 - -117.72
371798 - -----------
371799 - $ 10.32
371801 - ..
371802 - [On 120208 1041 comast bill of $106.99 aligns with
371803 - agreement to increase montly charges to $117.72, and
371804 - payment was increased one time by $10.32 for January.
371805 - ref SDS 35 LC81
371806 -
371807 -
371808 -
371809 -
371810 -
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3719 -
Distribution. . . . See "CONTACTS"