At the end of the letter,
Tumulty gave a report of annual complaints received from Lincoln
residents. Snyder noted this to the council, saying that he had
doubts about the total number of complaints because he feels like he
himself had heard more than 42 complaints this year about the
services offered by Comcast in Lincoln.
Below is a copy of the
letter Snyder handed out to council members and media.
January 31, 2013
The Honorable Keith
City of Lincoln
P.O. Box 509
Lincoln, IL 62656
Re: Comcast Annual
Dear Mayor Snyder:
On behalf of
Comcast, I am pleased to present the 2012 Annual Report detailing
Comcast's performance during the past year. This report is being
submitted pursuant to the Cable and Video Customer Protection Law
(220 ILCS 5/22).
Comcast is proud to
serve your community, and over 500 communities in Illinois. Our
daily objective is to deliver a superior experience to our customers
with best in class products and with the most customer-friendly and
reliable service in the industry.
reports, we've apprised you of the numerous operational changes made
to improve the customer experience as well as the many products and
services that have been made available. As this is the fifth such
report submitted, we would like to take this opportunity to
summarize some of the significant improvements introduced and
implemented since 2008.
Investment in the State of Illinois
Over the last five
years, Comcast has invested nearly one billion dollars in technology
and infrastructure in Illinois. This investment has yielded improved
customer services and the innovative products our customers expect.
These new products and services include:
Over 100 channels of high-definition television service are now
available on the Comcast channel line-up.
Over 60,000 On Demand TV shows and hit movies on TV and online -
many of them free - can be accessed by Comcast customers with a
click of their remote.
Customers now have the ability to watch content on their TV or
online, anytime, anywhere - even from an iPad or iPhone or
another mobile device.
Customers now have the ability to download content to a mobile
device at no additional charge.
Residential customers have the ability to receive broadband
speeds up to 105 Mbps.
Commercial customers have the ability to receive broadband
speeds in excess of 1Gbps.
Customers have the capability to remotely program one or more
home digital video recorders, and other tools that enable
customers to personalize and manage their entertainment
experience across multiple devices from one integrated site.
Customers can now
use their home phone service to text their friends and families.
Improvement in the Customer Experience
Since 2008, Comcast
has improved our customer's experience by providing them with state
of the art products and reliable service. On an annual basis, less
than one percent of our interactions with customers result in a
customer concern or complaint. We are committed to reducing this
further and have made a number of operational changes in order to
better serve our customers. These changes include:
The investment and
deployment of technology that allows us to monitor the
performance and quality of our network in real time, around the
clock - allowing us to diagnose and troubleshoot network issues
faster, often before a single customer is affected.
[to top of second column]
Comcast introduced customer convenient appointment windows.
Appointment windows have been shortened to two hours and we now
offer appointment windows as narrow as one hour.
The Comcast customer guarantee promises to provide our customers
a consistently superior experience, including 24/7 customer
Enhanced training and development for Com cast employees has
reduced the number of repeat visits to a customer's home thereby
fixing the problem the first time.
increased options for contacting us, including online chat.
Regardless of the format, we work to connect with customers in
the medium they choose.
Investment in the Community
To us, "community
service" means much more than just writing checks to local
organizations. Every day, throughout the State of Illinois, our
employees work side-by-side with community partner organizations
that make a real difference - including Big Brothers Big Sisters,
City Year, One Economy, local United Way agencies, Boys and Girls
Clubs, Urban league chapters and many more. Our State is much
stronger when we all help each other to power dreams. Our
initiatives and partnerships include:
Internet Essentials is not just another Comcast product or
service. It represents the largest and most comprehensive
broadband adoption program anywhere in America, providing
low-cost broadband service for $9.95 a month; the option to
purchase a full-service; Internet-ready computer for under $150;
and multiple options for digital literacy training in print,
online and in-person. In its first full year of availability,
more than 100,000 families or 400,000 Americans, gained access
to the Internet at home. More than 7,000 households signed on in
Chicago alone, and more than 13,000 have signed on across the
Through Comcast's leaders & Achievers Scholarship program, since
2008 over 1 million dollars in scholarships have been provided
to graduating seniors throughout the State of Illinois who
demonstrated a commitment to their communities as well as
excellence in the classroom.
The annual Comcast
Cares Day is a day of hands-on, national service all across the
country. In addition to donating our time, we provide financial
support to the organizations we partner with on Comcast Cares
Day. In 2012, over 6,600 Comcasters, their families and friends
volunteered at 77 project sites across the State of Illinois.
Since 2008, over 200 community organizations have been assisted.
Comcast is proud of
our investments in technology and infrastructure, customer
experience and in the community. The over 7,000 Comcasters who live
and work in the State of Illinois look forward to continuing to
provide our customers with the best products and the most
customer-friendly and reliable service.
For your review and
detailed below is the annual customer complaint report as required
by state statute.
Type of Complaint
Billing, Charges, Refunds and Credits -- 14
Installation or Termination of Service -- 21
Quality of Service or Repair -- 7
Programming -- 0
Miscellaneous -- 0
Total Complaints --
hesitate to contact me at (217) 527-2905 if you have any questions
or need additional information.
Libbie Stehn Tumulty
Government Affairs Manager
[LDN, with copy of Comcast letter]