Need Immediate Attention

I am requesting an immediate escalation regarding an unresolved service outage and a missed technician appointment.

Our Comcast/Xfinity service has been out since Wednesday. We had a confirmed technician appointment yesterday between 5:00–7:00 p.m. We confirmed the appointment and subsequently received a notification stating that the technician was on the way.

The technician never arrived at our home.

We were then notified that we had failed to respond to the technician. That is incorrect. We were available during the scheduled appointment window, had confirmed the appointment, and were expecting the technician based on the “on the way” notification. No technician ever showed up.

I would like this escalated and am requesting:

• An expedited technician appointment to restore our service
• A review of the technician’s records, including the dispatch/arrival history and attempted contact associated with the appointment
• Correction of the account record so it does not indicate that we failed to respond or missed the appointment
• An appropriate service credit for the outage beginning Wednesday
• Consideration of an additional credit for the missed technician appointment and inconvenience
• A case/escalation number and confirmation of the resolution

We have made every reasonable effort to be available and cooperate with the repair process. At this point, the service remains out because a confirmed Comcast repair appointment was not completed.

Please have a supervisor or Executive Customer Relations representative contact us as soon as possible.

Thank you,
Tim