by *Jesse Miller

Dear Jesse,

Thank you for contacting Comcast High Speed Internet. My name is
Marjorie and I understand that you have a suggestion regarding the
Comcast Usage Meter. Thank you for bringing this matter to our
attention. Rest assured that your concern would be addressed
appropriately.

Jesse, thank you for taking the time to provide us with your suggestion
on how to improve our service. I have forwarded your suggestion to the
appropriate management team for further review and action. We appreciate your interest in making the Comcast High-Speed Internet the best online experience possible.

Again, thank you for your suggestion. We do appreciate your business.
Thank you for choosing Comcast, Jesse. Have a great day!

Sincerely,

Marjorie
Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the addressee
only and may vary from other responses depending on geography,
promotional campaigns or other factors. If you are not the intended
recipient of this response, please delete this message. Any unauthorized
use or dissemination of the information contained in this message is
prohibited.

Original Message Follows:
-------------------------

Hello! ... Josephine, I am only suggesting that Comcast not count those
materials which are used by blind people for blind people. My total
saved on the HD is over 300 GB, but as your offices have noted, most people (including me) do not even approach that monthly total. I am saying only that those materials which are used by blind people for blind people should not be counted. If the limit is 300 GB today, it could easily be something else tomorrow. Your response, by the way, is closer by far than previous responses to being an actual response, if that came across correctly.
Anyway, I believe I have stated my position again here. I believe if you
receive this answer (who knows?) you will likely understand. I have
written to Senators and Congressmen and the Blinded Veterans Association. Today I will work with the Seeing Hand Association and the Wheeling Newspapers; "The Intelligencer," and "News-Register."
Thanks
Jesse Miller on big Wheeling Creek (jiva)

Dear Jesse,

Thank you for contacting Comcast High Speed Internet. My name is
Josephine. I know that your concern is of utmost importance and I
would be more than willing to assist you with your concern the best way
possible. I can certainly understand your frustration with this situation that you think your message had been ignored and that you think you were just sent template messages regarding your concern as a blind person that uses more than 300GB of talking books from the Library of Congress and that the 250 GB limit for file transfer would not be enough. I would belooking into this situation for you to help you resolve your concern.
Jesse, please allow me first to commend you how really amaze I am that
people in situation like yours could do works on the internet. How
amazing! I'm sorry for the frustration you have experienced. In as
muchas I would like to provide you more assistance, this is the only help
I know and available that I can do for you as of the moment. You may
contact our Executive Customer Care representatives who work for the
Office of the President by telephone, at this toll free number:
1-888-309-2583.
If you wish, you may submit your inquiry/complaint to these
representatives in writing, using the following street address:
Comcast
Box 6505
Chelmsford, MA 01824
Attn: Executive Customer Care
I believe that in every rule there is an exemption. I hope and pray
that the excessive use does not apply to you and to others that has the
same situation as yours. I really had long minutes thinking and
looking for the right resolution regarding you concern. I hope I had assisted
you to your satisfaction. However, if you require assistance and
prefer to speak to a representative please click the link below.
For Internet Service related issues:
http://www.comcastsupport.com/chat
http://www.comcastsupport.com/chat

For Digital Voice Related Issues:
http://www.comcastsupport.com/cdvchat
http://www.comcastsupport.com/cdvchat

For future reference, please take note of this case number: 20666810
Please refer to this number should you contact us regarding this same
issue.

Do you like to download large files like videos, movies, music or
games? If yes, I have a great news for you! We have the new Extreme 50
service.
It blows the door off of other high-speed Internet connections with
speeds up to an incredible 50 Mbps. It is perfect for hard-core
gamers, households with several computers or online devices and tech-savvy
Internet users who crave the fastest speeds. Multiple online users can
simultaneously game in real-time, upload and share high-resolution
multi-media files, stream and download HD movies ? all at unbelievable
speeds.

Please visit http://www.comcast.com/fastestfast to learn more about
when Wideband will be available in your area. Enter your zip code to find
out if Wideband has been rolled out into your area and get notified when
the new speeds are available.

I appreciate you providing us with the opportunity to assist you.

Thank you for choosing Comcast. We value your business, Jesse. Have
a great day!

Sincerely,

Josephine
Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the addressee only and may vary from other responses depending on geography,
promotional campaigns or other factors. If you are not the intended
recipient of this response, please delete this message. Any
unauthorized use or dissemination of the information contained in this message is
prohibited.
**************************************************

Original Message Follows:
-------------------------

Like every other template message from your offices, you have ignored
my message. I'm citing ADA transgression, VAN. I'm not talking about
bandwidth at all, but exempting material downloaded from the library
of congress for blind people and by blind people. Please STOP sending me these template letters. Delivering your "world class service" would include hearing our cries. Your offices apparently can not hear me. It is infuriating the way you are non-responding. I have written to Senators & Congressmen and tomorrow I will be in touch with the Blinded Veterans Association of which I am a member. Also, our local newspapers.
jiva
----- Original Message -----

Dear Jesse,

Thank you for contacting Comcast High Speed Internet Email Support,
my name is Yan. I am here to deliver a world-class service. Please allow
me to assist you with your issues today.

Jesse, I understand the importance for you to have a reliable service
provider. I know how something like this can really try your
patience.
I am going to do my best to make sure you receive all the help you need inunderstanding the 250 GB limit set by Comcast.

First of all, thank you for taking the time to provide us with your
suggestion on how to improve our service. I have forwarded your
suggestion to the appropriate management team for further review and
action. We appreciate your interest in making the Comcast High-Speed
Internet the best online experience possible.

250GB is far beyond the current median of data usage for a typical
residential Internet customer in a month, so this amount of data
accommodates any reasonable definition of typical monthly residential
usage.

To reach 250 GB in a month, for example, a customer would have to do
any of the following:
-Send 50 million plain text e-mails (at 5KB/e-mail)
-Download 62,500 songs (at 4 MB/song)
-Download 125 standard-definition movies (at 2 GB/movie)
-Upload 25,000 hi-resolution digital photos (at 10 MB/photo)

We recognize that the Internet is constantly changing and we are
committed to continuous improvement. We will continue to evaluate our
policies to ensure we provide the best online experience possible. It
seems reasonable to assume that this will change over time, as the
Internet and our service offerings evolve, though we have not
committed to doing so. Rest assured that this issue has been escalated to the proper department for prompt actions.

Should you have any other concern regarding your account and
services, you can chat with one of our Online Customer Support Specialists 24
hours a day, 7 days a week at
http://www.comcastsupport.com/chat

Effective January 20, 2010, we would be supporting Norton instead of
McAfee. The transition is because of the fact that Norton? Security
Suite powered by Norton 360? technology scans faster, boots faster,
uses less memory and installs faster than McAfee. To know more about this great offer, kindly click on the link below:

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For future reference, please take note of this case number: 20666810

Please refer to this number should you contact us regarding this same
issue.

Thank you for choosing Comcast. We value your business. Have a great
day, Jesse.
Sincerely,
Yan
Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the addressee
only and may vary from other responses depending on geography,
promotional campaigns or other factors. If you are not the intended
recipient of this response, please delete this message. Any
unauthorized use or dissemination of the information contained in this message is prohibited.
**************************************************

Original Message Follows:
-------------------------

You are not responding to my concerns. Not even close. Your
template message and ersatz empathy are infuriating. Again, I am not asking for an increase in bandwidth. I believe Comcast may be in violation of ADA provisions.
You may actually respond, or you may not ... your "I feel your
concern ..." when you obviously are not responding whatsoever, does NOT get it.
Please note: This is about the fifth time I have endeavored to communicate
with your offices on this matter. It is a shame that I need to send
messages to Senators and Congressmen and the Governor of West Virginia, plus the
Wheeling News Register and Intelligencer in addition to the Seeing
Hand Association and the Blinded Veterans Association in order to get a
genuine (as opposed to template) response from your implacable offices. I'm
talking about a very basic matter ...your responses so far have been totally
inappropriate by mis reading or not reading my inquiry and by
swarming platitudes.
Very respectfully
Jesse Miller
----- Original Message ----- Dear Jesse,

Thank you for contacting Comcast High Speed Internet. My name is
Marie and I will be happy to assist you today. I appreciate you taking the
time to email us your concern. Rest assured that the other
department will be able to assist you regarding this matter.

I understand that you are experiencing issues with the 250GB
bandwith offered by Comcast. I know how important this issue is for you. I
can certainly feel the frustration and inconvenience this issue may have
caused you. If I were in the same place, I would feel the same way
too

Jesse, as much as I would want to help you increase your bandwith,
Comcast has its own policies to implement. Just like how we have
rules and laws, it is to put order and standard to society. Please
understand that as an employee of Comcast, what I can do for you now is forward
your concern to the department that will study your predicament. I
have forwarded your comments to the appropriate members of our
development and management teams for further review and action.

I sincerely apologize for any unpleasant experience you had recently
with your Comcast service and thank you for bringing this matter to
our attention.

We need to hear about any unsatisfactory situations in order to
correct them and to enhance our level of customer service. We appreciate
that you took the time to help us keep our commitment to quality customer
care.

If you have any more questions regarding this issue, feel free to
speak with a live chat representative using the link I have provided
below; representatives are available 24 hours a day, 7 days a week to
assist you:

http://www.comcastsupport.com/chat
Also, let me remind you about Comcast's way of helping out the
environment. From now on, you can register and opt to view bills and
pay online at the same time. Ecobill is Comcast's paperless, online
billing process that offers an environmentally friendly way to view and pay
your bill online. With the Ecobill process, you can access your Comcast
billing information from any computer, any time. Comcast's Ecobill
process is the fast, free, and convenient way to manage all of your
billing needs!

To assure the proper tracking of this issue, we have created the
following reference number: 20666810.

Please refer to this number should you contact us regarding this
same issue.

I appreciate you providing us with the opportunity to assist you.

Thank you for choosing Comcast. We value your business!

Have a great day, Jesse!

Sincerely,

Marie

Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the addressee
only and may vary from other responses depending on geography,
promotional campaigns or other factors. If you are not the intended
recipient of this response, please delete this message. Any
unauthorized
use or dissemination of the information contained in this message is
prohibited.
**************************************************
Original Message Follows:
-------------------------

Keeshia,
I said, "Hello! On your new 250 GB limit for file transfer, as a blind
person who has downloaded more than 300 GB of talking books from the Library of
Congress' BARD library, I believe for this activity to be included
in my tally is a violation of the spirit of the law which makes the
sharing of materials for blind people free of charge. I implore you to
consider making an appropriate adjustment. I am sending copies of this
message to friends to see if we may organize some righteous response. Thank
you?
Jesse Miller
As a life time member of the Blinded Veterans
Association, I am telling you your position is on its face, non-responsive.
You have said you would feel the same way if you were in my place?
Really?
Did I make the nature of my place clear? If so, the reiteration of
Comcast Policy in that light is unresponsive at best, in my opinion. I'm
suggesting that blind users, like myself who are downloading talking books from
the Library of Congress should be extended the same courtesy we are
extended in our interaciton with the United States Postal Service: Don't charge us when it comes to Matter for the Blind. Is this what you meant when you said you would feel
the same way if you were in my place? Or do you say "I'd feel the same way
if I were in your place?" to everyone in this venue? Either way, your reply
is totally adding to the frustration of not being heard. That is, to not
be heard is one thing, to be told "I hear you but we will crush you
anyway..." is well, I don't know ... how WOULD you feel really if you were in
my place?
How about forwarding this message to someone or some office which is
more fairly responsive instead of quoting Comcast Policy? Next step for
us?
Media and State Senators etc. Just be fair for a moment.
Thank you
Jesse Miller on Big Wheeling Creek Dear Jesse,

Thank you for contacting Comcast High Speed Internet Email Support.
My name is Keeshia and I appreciate your time contacting us regarding
the Comcast Acceptable Use policy.

I can understand your frustration towards this matter. I would feel
the same way if I were in your place. However, Comcast maintains an
excessive use program to provide a high-quality online service for
all of our customers because extremely high-data users can negatively
impact the experience for our other customers. 250 GB/month is a large
amount of data, much more than a typical residential customer uses.
Currently, the median monthly data usage by our residential customers is
approximately 2 - 3 GB.

Want a comprehensive security software with no additional cost?
Comcast now offers Norton Security Suite. Norton? Security Suite powered by
Norton 360? technology scans faster, boots faster, uses less memory
and installs faster than McAfee. It also includes OnlineFamily.Norton
to help protect kids online.

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less than a minute!

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For more information regarding Comcast Ecobill, please visit this
reference site:
http://sitesearch.comcast.com/?q=customer+central&cat=ccentral

To assure the proper tracking of this issue, please take note of
this customer case number: 20666810

Please refer to this number should you contact us regarding this
same issue.
Thank you for choosing Comcast. We value your time regarding us
your concern.

Have a great day, Jesse!

Sincerely,

Keeshia
Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the
addressee only and may vary from other responses depending on geography,
promotional campaigns or other factors. If you are not the
intended recipient of this response, please delete this message. Any
unauthorized use or dissemination of the information contained in this message
is prohibited.
**************************************************
Original Message Follows:
-------------------------

Your template messages are factually non-responsive. Blind people
here are feeling rolled over and crushed, while compelled to pay for the
treatment.
If I were a masochist, I'd be in seventh heaven. Instead of such a
fast irrelevant response, please take your time and see if you have a
way of actually addressing this issue.
thank you
j
----- Original Message ----- Dear Jesse,

Thank you for contacting Comcast High Speed Internet. My name is
Gilbert and I appreciate your time with us. We thank you for
bringing this matter to our attention. I can only imagine the frustration
and inconvenience you have experienced. Rest assured that your
concern will be taken cared of.

Jesse, I understand that you are having issues with our service. I
sincerely apologize for any unpleasant experience you had recently
with your Comcast service and thank you for bringing this matter to our
attention.

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 and action. We appreciate that you took
the
time to help us keep our commitment to quality customer care.

In light of the issue, you may also refer to our Frequently Asked
Questions link at:

http://help.comcast.net/content/faq/Frequently-Asked-Questions-about-Excessive-Use

If you find these resolutions do not resolve your concerns, or if
you
have any more questions feel free to reply to this e-mail, or you
can
chat to resolve this issue in real time with one of our Online
Customer
Support Specialists 24 hours a day, seven days a week at:

http://www.comcastsupport.com/chat

Jesse, thank you for choosing Comcast. We value your patronage.
I haveenjoyed assisting you today and looking forward to assist you
again. Have a good day!
Sincerely,
Gilbert
Comcast Customer Care Specialist
************************************************

*edited by author 

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