06-13-2012 09:17 AM
It seems my Sister wrote to the we can help -mail address, in fact she found to versions of that address, on was email@example.com and the other was firstname.lastname@example.org not knowing which one was correct she wrote to both on Monday.
She got a reply, I'm not sure which e-mail address worked, but the reply she got back wasn't really a reply at all.
First of all it came from email@example.com and it said RE: then whatever she titled the e-mail then a long series of numbers and letters in ( )
In the body of the message it simply said....Original Message Follows.... and that was it, nothing from Comcast other than the series of numbers in the subject line.
She wrote back and asked what that was on Monday right after she got it, wrote again yesterday and still nothing, got up this morning and still nothing.
Do they reply to e-mail at all, from what I understand it was a simply yes or no question that no Rep at the 800 number could answer.
Just wondering if anyone else has had trouble getting them to respond.
06-13-2012 09:33 AM
All they do is give there famous canned replies and pass the buck to a rep who does not know nothing on what they are talking about. It is a waist of time.
06-13-2012 09:54 AM
we_can_help generally does not respond to emails. What they do is pass on the information to someone in your local area/region. That person should call you. That person is usually a supervisor higher up on the Comcast food chain.
When they do respond to an email it is not with a canned reply.
FWIW, I have used we_can_help several times. Each time the complaint was given to someone who did call me. Each time, the problem was resolved to my satisfaction.
we_can_help is not a waste of time. Many others have also reported getting issues resolved after emailing that team.
Tell your sister to email them again and explain that it is "simply yes or no question that no Rep at the 800 number could answer".
You, or she, could also post her question here in the forum. There is a chance that someone may be able to answer it. If not, someone can escalate it to the forum admins or ask one of the employees who regularly post.
We do have a few employees who know their stuff.
Canned speech for emailing them:
You can send an email to
Comcast corporate customer service (firstname.lastname@example.org).
For the quickest response, please include:
Your full name;
Phone number & an alternate number if possible; (best contact number/time to call)
A link to your post. (click edit in your post, choose Highlight. Copy, then paste the URL which will open directly to your post) NOTE: She will not have to include link to post because there isn't one
You will not hear from a team member. One of them will contact the right person in your area and that person will call you.
It generally does not take long to get resolution when the we_can_help team gets involved.
reasd may be thinking of the email Contact Us link. Using that one does result in a canned reply.
Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.
This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.
©2011 Comcast | Investor Relations | Press Room | Corporate Blog | Privacy Statement | Visitor Agreement | Comcast.com Feedback | Site Map