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Comcast Would Like Tornado Victims to Pay 'Vacation Fee'
Users Annoyed by Company's Disaster Support Dysfunction
by Karl Bode 12:23PM Friday Mar 30 2012 Tipped by Jon See Profile
Over the years we've seen countless ISPs take heat for pushing disaster victims a little too hard, when the victims very last thoughts are on the replacement costs of a DVR. AT&T was slammed for demanding forest fire victims immediately pony up $300 for a lost cable box. CableOne told apartment fire victims "they'd been hurt too" when demanding payment. Charter reps have told tornado victims they needed to "look around the neighborhood" for their cable boxes or pay $212 immediately. HughesNet demanded the immediate return of gear burned in Austin wild fires.

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This week is apparently Comcast's turn, with the company being criticized for charging tornado victims in Michigan a "vacation fee" of between $15 and $20 a month. Obviously the tornado victims don't consider having their entire lives destroyed much of a vacation:
quote:
Several members of a closed group on Facebook, created specifically for Huron Farms residents to communicate their concerns and issues with each other, as well as share emotional support, reported trouble suspending their cable service. Soon the group collectively realized that the problem is widespread. Katherine Pfeiffer and Kathy Crawford soon found that residents were being told that they would be responsible for damaged or lost cable boxes and modems. Initially residents were told their accounts with Comcast would be put on "vacation" status, where a monthly fee of between $15 and $20 would be charged.
As is usually the case, once the press gets involved the ISP in question eases off, works with the victims, and eats the immediate losses (usually recouped via insurance). As is also once again the case, first line ISP support appears not to be prepared with a script that covers a customers entire life being blown away, burned, or drowned. You apparently have to be escalated after media exposure if you're looking for human compassion. Hopefully it doesn't cost extra (common decency surcharge?).


88 comments .. click to read

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capecoddah

join:2005-03-18
Yarmouth Port, MA
kudos:1

3 recommendations

Disaster?

That's the $20 Disaster Fee.

We'll be at your smoking crater between 8am and 4pm on Thursday.


moonpuppy

join:2000-08-21
Glen Burnie, MD

2 recommendations

Fine by me....

.....as long as the service is working.

Wait, what do you mean there is no service? I have my temporary trailer and I want my service. Sorry Comcast, what do you mean your lines are down? I am paying for service and your lines are down and you still want me to pay for it? No, I don't want "vacation mode" on my service, I want my service. What do you mean your plant is having problems?

Yeah, Comcast better hope that their infrastructure is working at 100% before asking people to pay for service after a disaster.



ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

2 recommendations

reply to silentlooker

Re: Time to tell Press to take a hike

You are right, truly the press is evil for reporting this. Poor Comcast.



ptrowski
Got Helix?
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join:2005-03-14
Putnam, CT
kudos:4

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reply to baineschile

Re: Not that big of a deal

Not your primary residence and it has not been destroyed. Have some perspective will you?