Comcast, Extra Innings, The Consumerist, And You
Well, after three calls to Comcast this week about the four missing channels, and after an anonymous commenter posted about his attempts to do the same from Boston, I decided to escalate things a bit. I just sent the following email to Ben Popken, editor of The Consumerist.
As I say in the email, I encourage everyone who's a Comcast subscriber with an incomplete Extra Innings package to call the phone number that our anonymous commenter provided. After all, we're only getting 10 of 14 available channels, which is about 71%. I don't see why we should be expected to pay more that 71% of the fee.
Are you still missing the additional Extra Innings channels? Post a comment and let me know where you are, and also let me know if you've called Juanita (her number is below) and what she had to say.
Here's the email to The Consumerist:
Ben,
I'm hoping the Consumerist can help put a little pressure on one of everyone's favorite companies, Comcast. Obviously you know what happened with Major League Baseball, DirecTV, and the Extra Innings package. Last week Comcast turned the EI package on, but they only made 10 of the 14 channels available.
I called them last week to find out when the other channels were going to be made available. The first CSR I talked to told me that the channels started back over at 1 after 10.
Me: "So the GAME 14 game will be on the same channel as the GAME 4 game?"
CSR: "Yes."
I figured I would just call back and try to get another CSR, since I wasn't up for explaining that those two games started less than a half-hour apart, so I was pretty sure the first game wouldn't be over before the second one started.
The second CSR didn't know what I was talking about, but as soon as I mentioned that I could just switch to DirecTV and get all the channels, I got transferred to a retention CSR right away. After a few minutes, he told me that the Game 11-14 channels weren't going to be added to the Comcast channel lineup until the following day.
Shockingly, the next day came and went and the channel weren't there. I didn't get a chance to call back for a few days, but I called back last night when I noticed that there were games on the Game 11-14 channels that weren't available on my system (some of the games on the other channels weren't available either, but that's a blackout problem with MLB and a subject for another email). This time, the first CSR I talked to knew what I was talking about and said that they were still trying to find space to put the additional channels, and that the problem was that "the government" let them have the EI package at such a late date that there wasn't room for the channels, and with the NHL playoffs going on they were still trying to figure out how to get the additional four channels on the system.
I am planning to call again on Monday, for two reasons. First, the "free preview" ends Sunday, which means that as of Monday we have to pay for the EI package (although I did get my April bill and I've already been charged the first installment of the fee). I'm encouraging people to call on Monday and point out that since we're only being given 71% of the available channels, maybe we should only be charged 71% of the cost.
Second, a commented posted a link on my blog to the following document:
http://www.tsq.com/alerts/MLB%2007%20launch%20memo2.pdf
This is a memo from In Demand to its affiliates on April 5th reminding them about the additional four channels and urging them to submit the authorization form and launch the channels as soon as possible, something that several Comcast affiliates have yet to do.
Oh, the memo also mentions up to five games per week in HD which "should be made available to all existing package subscribers with HD set-tops and television sets." They haven't done that either, at least not here in Harrisburg.
The anonymous commenter was nice enough to pass along the phone number and extension of the person in Corporate who he spoke to about this, and I urge all Comcast Extra Innings subscribers who don't yet have their additional four channels and/or HD games to call her:
Juanita Evans
1-888-309-2583 X44283
As the commenter says, "She is very, very nice, and is trying to help. Please be polite, but insistent!"
Thanks,
Christian Ruzich
The Dilettante's Dilemma
posted by Christian @ 1:20 PM
13 Comments
13 Comments:
I'm in Boston using Comcast for Extra Innings. I do not get the 4 channels 11-14 and also miss games each night because of this problem. I called the Comcast exec customer care line after having no success calling the normal CSR line several times. I spoke to a lady named Judy. She told me that Comcast didn't have the bandwith to add the additional channels and that since the NHL was in playoffs that took precidence over anything else on those channels. She had no idea if Comcast was planning to add the additional stations at a future date. I informed her that people using Comcast in Chicago were getting the games on channels 11-14. I then asked for a refund on the price because we were not getting the full product as advertized. I was flat out denied!
I am the anonymous poster. Phildogger, i shall be named.
I have an update. I taked to Juanita today, around noon. she informed me that the "marketing department' had gotten back to her, and they are located in Manchester, NH.
They have decided that they will NOT add the additional game channels, and will not give us a reason.
I informed juanita that I had spoken to Ed Reinhardt at InDemand. I actually called InDemand. I left a message for Ed Reinhardt. He called me back. I was shocked. He is a very nice guy, and he said that while InDemand cannot force Comcast to carry Channels 11-14, he will call and put pressure on my local Comcast to do so.
Ed Reinhardt 646-486-1010.
Juanita explained that she couldn't help me any further. I said she could. I told her I wanted a 50.00 credit. she asked me why, and when I stated that I am only getting around 70% of the pacakage, that was all I was going to pay. After threatening to cancel Comcast on the spot, she agreed and issued a 50.00 credit.
Not the result I wanted, but better than nothing.
Just so you all know, other parts of the country (Comcast) have all 14 channels! Not all of them, but some. Cox, Time Warner, and Direct TV offer all 14, plus a HD channel.
Argue Well!
OK, Phildogger, thanks for the update. It's a pretty crappy situation, though unfortunately it's not surprising given what terrible customer service Comcast is known for.
I'll be calling to try to get a discount, but I'm seriously considering switching back to DirecTV, even though it'll cost more to get their HD DVR.
I just emailed Channel 5, lets see if this makes the news.
I've been keeping both The Consumerist and Deadspin updated on this situation.
Hey guys.....running into all the road blocks like the rest of you here in NH.
Made calls, emails, and even a useless chat with Comcast on-line.
After reading this stuff, I was bummed out to see Juanita got no where.......
So, I took a step to maybe help.
I emailed Help Me Hank at WHDH in Boston and told her what is going on. In closing, I told her they should either put the 4 channels on there or refund EVERY Comcast subscriber here in New England $50 for not getting the full package.
Hope it helps....
Dennis in NH
I emailed Channel 5 already. Good work on the channel 7.
I also got Juanita to give me a 50 dollar credit.
I think I may have a great idea, but lack the letter writing skills. Can anyone in the New England area put together a letter to John Kerry's office? He was instrumental in making sure cable kept the rights to MLB, maybe he can fight for us again!
Despite my 50 dollar refund, I still feel cheated. I have spent at least 10 hours on the phone with Comcast, no exageration...
I am former Comcast customer in Dallas, TX. Time Warner bought them out. Don't think that mergers & acquisitions are your path to greener pastures. The air on this side of the hostile takeover is as contaminated if not worse.
I, too only have 10 MLB EI channels. I have reached the breaking, here. Phone calls, emails, empty promises, incompetent CSR's. Please, Lord end my suffering now.
Just talked to an Executive Customer Rep. So much better talking to these guys.
Still, didn't hear what I wanted to hear yet. Was told they won't be adding the 4 channels.
But, he did tell me they are getting a lot of calls on this, and that consumer feedback like this could make them change their mind.
When I mentioned the $50 credit, he said they are not discounting it at this time. That is when I said hold on. Some people have been issued credits through Juanita, so I should get one too.
He took my # and was going to talk with her and investigate what is going on.
Told him I rather have the channels than my 50 bucks......but I should get something.
Well at least you have the extra innings. My Comcast decided NOT to carry extra innings. I called, told I would be called back and nothing. I wrote, but got only canned answers in return. If anyone knows anything I can do, please let me know.
yeah, get directv. comcast sucks.
I am a Dodger fan, living in Chicago. I"m getting tired of missing so many LA games, because Comcast does not air them. Like the 1-0 no hit win over the Angels last Sat. I"m ready to cancel my Comcast package if they won't show more games during the season. When I ordered the extra innings package, I was promised that this would not be the problem that it's turned out to be! I'm aggrivated!
I am in the Houston, TX area and have not received GAMES 1-4 the entire season. I have gone around and around with Comcast, technicians have come out, several phone calls, broken promises that supervisors would call me, etc. I am about to ditch Comcast after many years and switch to DirectTV. Any advice?
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