Message for VP of Customer Service or similar for management servicing [Edited: "Personal Information”]

Hello,

Message to Tom Karinshak, President and Chief Customer Experience Officer, and any other appropriate parties

 

I wanted to thank a couple of Xfinity reps for providing excellent and above-and-beyond service

for a vexing problem that they resolved.

(Please forward and copy this message to any and all appropriate parties)

 

The two reps: [Edited: "Personal Information”], both working out of the Bath Rd. office.

My problem involved a member of our family’s passing ([Edited: "Personal Information”], my wife’s mother),

and subsequent attempts to preserve her phone number to allow her friends to learn of her passing.

 

Due to a broken timing situation with account transfers (which should be addressed IMMEDIATELY),

her account was stuck in an inaccessible state for several months.

After more than five (I forget) phone calls AND more than five (again, I forget)

PHYSICAL visits to the office, each time with ZERO results, they were able to resolve the issue.

 

An issue which should have been, could have been, and ultimately WAS, resolved while I was offline,

rather than me sitting on the phone for hours, (which I literally did),
since it was a SYSTEM issue and not a CUSTOMER issue.

 

My frustration with the Xfinity/Comcast service and systems design continues,

as I could not even obtain a pool email address from your chat representative (eg, ‘customer_service@comcast.com’ or similar),

thus putting the onus of finding the exact right person to contact on ME

rather than accepting general questions and having YOUR people

(the ones who KNOW who should get the information) route the inquiry properly.

 

Regardless, the point of this email is that [Edited: "Personal Information”] were invaluable and tenacious

in getting this resolved, and infinitely patient with my repeated and insistent attempts to fix the issue.
They deserve a lot of credit in their efforts and displayed consummate professionalism with this issue.

 

Thank you,

[Edited: "Personal Information”]