For Immediate Release
Media representatives should contact:
John Pantaleo, Communications & Engagement Manager
During recent franchise negotiations between the City of Greeley and Comcast, much of the discussion focused on customer service, in part due to Comcast’s closing of its local customer service center in Greeley.
To mitigate the loss of the service center, Comcast has implemented additional customer options in Greeley, such as equipment returns via UPS locations and other support service locations. However, the loss of the customer service center and residents’ ongoing complaints about Comcast, supported the Greeley City Council’s direction to implement an escalated complaint tracking and reporting system for Greeley customers.
The Council asked staff to create methods by which City of Greeley staff could both relay dissatisfied customer requests directly to Comcast and track the frequency of those requests. That system has been created via a designated phone line and an online form.
It is important that Comcast customers first discuss their service request or issue with a Comcast representative at www.xfinity.com, by phone at 1-800-934-6489, or at a Comcast customer service center.
If, after contacting and following up with Comcast/Xfinity, Greeley customers are still not satisfied with the outcome, they are welcome to either leave a message in English or Spanish at 970-336-4147 or complete a brief online form at www.greeleygov.com/comcast in English or Spanish. These messages will be forwarded to Comcast’s escalated customer service team for follow-up action. A quarterly report will be provided to the City Council, so that they are kept up to date on complaints and complaint resolution.
Links to the message line and the online form are available via the city’s website. Comcast has agreed to add the online form link and the phone number to future monthly billing statements sent to customers.