Friday, September 12, 2008

Comcast's First Response

This morning, a semi-automated response was waiting in my inbox. Clearly, they missed the point.

Dear Mr. Brown,

Thank you for taking the time to write to the Comcast Office of Rick Germano, Senior Vice President of Customer Operations. My name is Robert and I thank you for this opportunity to assist you regarding your Billing inquiry. We apologize for the delayed response.

We need to hear about any unsatisfactory situations in order to correct them and to enhance our level of customer service. I have forwarded your comments to the appropriate members of our development and management teams for further review Mr. Brown. I do hope the following information is useful to you.

What is the digital television transition?

Keep in mind that only older "analog" televisions relying on Broadcast signals (through the air) will be the equipment that is truly affected by this change.

Information for the Digital Broadcast Transition

At midnight February 17, 2009, Congress requires that all TV broadcast stations (such as ABC, CBS, NBC, Fox, PBS and Univision) begin broadcasting exclusively in digital format. This switchover is referred to as the broadcast digital TV (DTV) transition.

Consumers with analog TVs that rely on antenna reception such as rooftop antenna or rabbit ears to get your TV signals (not connected to a pay TV service like cable or satellite) will need to take action to ensure continued reception of broadcast channels on these TVs. Their options include:

1. Request a DTV Converter Box Coupon
2. Purchase a new TV capable of displaying a digital signal (still requires adequate antenna reception)
3. Subscribe to pay TV service like cable or satellite

What is the TV Converter Box Coupon Program?

Congress created the TV Converter Box Coupon Program for households wishing to keep using their analog TV sets after February 17, 2009. This program allows U.S. households to obtain up to two coupons, each worth $40 that can be applied toward the cost of eligible converter boxes.

The TV Converter Box Coupon Program can be contacted 24-hours at Coupon Program Hotline at 1-888-388-2009 or visit the website mentioned. Hearing impaired customers can call the TTY number which is 1-877-530-2634. Please note the TV Converter Box Coupon Program is Government run program and not affiliated with Comcast. For more detailed information, please visit this website

A TV connected to Comcast service does not require a TV converter box from this program (this includes Comcast customers with Limited or Full Standard Service only). NOTE: Comcast has agreed to continue to carry broadcast network signals in analog format for a minimum of three years following the Feb. 2009 conversion deadline. This means that Comcast customers will still not need a converter box to still receive these signals. To be clear, all they need to have is their TV connected to the Comcast cable network.

Additional information available and useful Links.

What you should know about February 17, 2009 for the cessation of Analog broadcasts and Digital conversion:

FCC Homepage:

The FCC's special website, has more information on digital television, or you can call 1-888-225-5322 (TTY: 1-888-835-5322).

Comcast is committed to provide the best customer experience possible. We look forward to your continued feedback Mr. Brown and we hope to be able to continue to provide you with our services. Please contact us if you have any questions or require additional information.

Thank you for choosing Comcast.


Office of Rick Germano

1 comment:

Pamela said...

Oh brother! You weren't kidding, they did miss the point...

On another note, you could probably teach all of the things that he is educating you on. "Go figure"