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Thread: Thank you for choosing Comcast!

  1. #1
    Senior Member Foolish Old's Avatar
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    Thank you for choosing Comcast!

    chat id: 34720430-4dd5-43ad-8a3c-xxxxxxxxx
    Problem: I need a cable box for my sd tv.
    Ryan > Hello (MyFirstName), Thank you for contacting Comcast Live Chat Support. My name is Ryan.
    Please give me one moment to review your
    information.
    Me > My Issue: I need a cable box for my sd tv.
    Ryan > I will be more than glad to do the best I can
    to assist you today.
    Ryan > (MyFirstName), I understand that you need another cable box.
    Ryan > I will be providing you with relevant
    information that will help address your concern in
    this chat.
    Ryan > You have reached the right department. I
    will personally take care of this for you.
    Ryan > (MyFirstName), you have options to order another cable box.
    Ryan > You can pick it up at the nearest local office
    if you can install it yourself.
    Ryan > We can also make an appointment for a
    technician to install the box.
    Ryan > You also have the option to order a cable
    box self-installation kit. The shipping fee is around
    $10-15 and our regular ship process requires 5
    business days out and the day that the order is
    entered does not count.
    Me > Ryan, Thanks. I'll call the local office. Can
    you supply me with that number?
    Ryan > You are welcome, (MyFirstName).
    Ryan > May I confirm that you want to pick up the
    cable box?
    Ryan > By the way, the monthly rate of an
    additional standard digital cable box is $9.95.
    Me > With the additional charge, I just might go
    ahead and drop service. Thanks for that
    information.
    Ryan > (MyFirstName), you actually qualify for a digital transport adapter.
    Ryan > You can get two adapters for free.
    Me > what is that?
    Ryan > This type of box will let you access up to
    expanded basic channels.
    Ryan > However, it does not have access to on
    demand, ppv, parental access and interactive
    programming.
    Ryan > The expanded basic channels are usually
    the channels below 100.
    Me > The adapter is what I was wanting, sorry for
    the wrong terminolofy.
    Me > and the typos
    Ryan > Oh, not a problem.
    Ryan > You can order the adapter through online
    chat, let me transfer you to our Digital Transport
    Adapter-order department. We will then send you
    the equipment you need to install.
    Me > thanks
    Ryan > You are welcome!
    Ryan > Is there anything else before I transfer you?
    Me > yes, what download speed is a reasonable
    expectation on my internet service?
    Ryan > It is up to 12 mbps.
    Me > thanks
    Ryan > You are welcome!
    Ryan > You will see a message that says I have "left
    the room"; however, you will still be connected to
    the next available agent. Please stay online and
    connected to the chat for the next agent who will
    assist you as soon as possible. Thank you for
    contacting Comcast and have a wonderful day.
    Me > thanks
    Ryan > You are welcome!
    Ryan > Please wait, while the problem is escalated
    to another analyst
    Me > My Issue: I need a cable box for my sd tv.
    Rezi 37257 > Welcome to the World of More. You
    have reached the Order Entry Department. My name
    is Rezi. Please give me a minute or two to review
    your conversation with the previous agent.
    Rezi 37257 > Thank you for waiting.
    Rezi 37257 > How are you doing today?
    Me > good, you?
    Rezi 37257 > That is great to know!
    Rezi 37257 > I am doing well. Thank you for asking.
    Rezi 37257 > I understand that you are trying to
    order digital adapters.
    Rezi 37257 > Is this correct?
    Me > y
    Rezi 37257 > I know the importance of having DTA
    boxes connected to your television as it gives you
    much better picture and sound.
    Rezi 37257 > I will be happy to process your
    request.
    Rezi 37257 > Rest assured that your order will be
    processed appropriately.
    Rezi 37257 > For verification purposes, may I
    please have the complete name and phone number
    listed on the account?
    Me > MyFirstName MyLastName, phone is either
    xxxxxxxxxx or xxxxxxxxxx
    Rezi 37257 > Thank you so much for that
    information.
    Rezi 37257 > Can you please try to verify again the
    whole name listed on the account?
    Me > hey, i'm me = let's cut the bs - i don''t want an
    adapter for anybody else to my home
    Rezi 37257 > Alright.
    Rezi 37257 > Can you please provide me the
    complete name listed on the account?
    Me > if it isn't listed as MyFirstName MyLastName,
    then i don't know what to tell you. That's the name i
    use on most accounts
    Me > MyFirstName MyMiddleInitial?
    Rezi 37257 > Yes.
    Rezi 37257 > Comcast takes your security & privacy
    very seriously. As an alternative to providing your
    Social Security information, please provide two (2)
    pieces of the following information: - Account
    Number - Address - Last Payment amount
    Me > hey, give me a supervisor, i just want a damn
    adapter, not the third degree
    Rezi 37257 > I understand that, Mr. (MyLastName).
    Rezi 37257 > Please be advised that we need to
    verify certain account information before we can
    proceed and process the order.
    Rezi 37257 > Please know that we are just
    protecting your account information with this
    verification process.
    Me > i'm logged onto my comcast account, i'm
    typing on my comcast internet - what more do you
    want? I've spent a half hour trying to get the
    adapter I didn't want to need.
    Rezi 37257 > I sincerely apologize for the
    inconvenience this has caused you.
    Me > if i have to transfer to my wheelchair and go
    find my billing information it will be to give it to the
    person who cancels my accountg. WHY is it so hard
    to do business with y'all?
    Rezi 37257 > I sincerely apologize for the
    inconvenience; however, I am unable to process
    your request without these information.
    Me > please transfer me to someone who can cancel
    my account
    Rezi 37257 > Alright.
    Rezi 37257 > Is there anything else that I can assist
    you with before I transfer you to the correct
    department?
    Me > no
    Rezi 37257 > If you need assistance in the future,
    please do not hesitate to contact us through Live
    Chat or E-Mail. Comcast also offers great FAQs and
    Help forums located at
    http://digitalnow.comcast.com/to help you reach a
    resolution independently. You can also reach us
    through our Hotline at 1-800-COMCAST
    (1-800-266-2278).
    Rezi 37257 > As part of our Comcast Customer
    Guarantee, we will be available 24 hours a day, 7
    days a week to answer questions through phone or
    online at your convenience.
    Rezi 37257 > I would be connecting you now to the
    appropriate department. Thank you for contacting
    us and making Comcast a part of your household
    and we truly value your business. Have a wonderful
    day! Please stay online while I transfer your chat.
    Rezi 37257 > Please wait, while the problem is
    escalated to another analyst
    Me > My Issue: I need a cable box for my sd tv.
    Juhanah > Thank you for contacting Comcast
    Movers Edge Department! You may call me Juhanah
    and I will be assisting you for today. I see you are
    moving; that can be a very exciting and busy time.
    For us to proceed may I have the full account
    holder's name and the primary phone number in the
    account please.
    Me > Junanah, no, I'm not moving. Please read the
    chat history.
    Me > sorry, juhanah
    Juhanah > Thank you!
    Juhanah > I am still reviewing the previous chats
    with the previous agents.
    Me > not much of a typist here
    Juhanah > Thank you for patiently waiting. I truly
    appreciate it.
    Juhanah > That is all right!
    Juhanah > Not a problem at all, (MyFirstname).
    Juhanah > I understand that you wish to cancel
    your services.
    Juhanah > Am I correct?
    Me > yes
    Juhanah > Thank you for that information.
    Juhanah > Please me the account number to better
    assist you.
    Me > Have you read the chat?
    Juhanah > Yes, (MyFirstName).
    Juhanah > No a problem if you have no account
    number in your hand.
    Juhanah > Just to verify, (MyFirstName), is this
    your current address:xxx xxxx xx. Xxxx xxxxx
    Me > well, then you know that I don't have the
    account number close at hand. ALL i wanted was the
    adapter.
    Me > yes
    Juhanah > I understand, (MyFirstName).
    Juhanah > I am saddened to know that you have
    decided to cancel you Comcast services now. We
    would have like to continuously provide you with the
    best quality of services that we can offer.
    Me > let me get this straight, you are able to cancel
    my account on the strength of what I am able to
    provide, but you couldn;t let me order an adapter
    for the address you have on record? What's wrong
    with this picture?
    Me > do you have any idea how frustrating it is to
    deal with your company?
    Juhanah > As I have reviewed the previous chats,
    (MyFirstName), you would like to cancel your
    account or to add a box.
    Me > no, not a box, an adapter because Comcast
    service to my area has changed.
    Juhanah > Thank you for this information.
    Juhanah > That would not be a problem, then.
    Juhanah > Let me check that here, (MyFirstName).
    Me > so why has itg taken forever to get a yes>
    Juhanah > My apology for all the frustrations and
    inconvenience.
    Juhanah > Just to verify, how many Digital
    Adapters you wish to add that in your account?
    Me > i came online because i thought it would save
    time
    Me > one
    Juhanah > Not a problem.
    Juhanah > I can add that here.
    Juhanah > You can have it for free.
    Juhanah > Is there anything else I can assist you
    with today?
    Me > how do i get the adapter?
    Juhanah > (MyFirstName), you can have it pick up
    at the local office or you can hook it yourself with
    the $9.95 shipment fee.
    Juhanah > Wich would you prefer?
    Me > Thanks, I'll pick it up. A wasted morning.
    Goodbye
    Juhanah > yam.
    Juhanah > You are most welcome!
    Juhanah > My apology, (MyFirstName).
    Juhanah > And everything is good to go.
    Juhanah > Thank you for choosing Comcast! We
    appreciate your business and value you as a
    customer. Our goal is to provide you with excellent
    service. If you need further assistance, you can chat
    with one of our Customer Support Specialists 24
    hours a day, 7 days a week at
    http://www.comcastsupport.com.
    Juhanah > Have a great day and take care!
    Juhanah > Bye for now!
    Me > It's not your fault. Comcast fails again
    Juhanah > Thank you!
    Juhanah > I truly appreciate it.
    Juhanah > Bye!
    Juhanah > Have a good day ahead!
    Juhanah > Analyst has closed chat and left the room
    Foolish

    "We have met the enemy and he is us."-POGO.

    "I have great faith in fools; self-confidence my friends call it."~Edgar Allan Poe

    "Dream big, you might never wake up!"- Snoop Dogg

  2. #2
    Senior Member Foolish Old's Avatar
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    Please feel free to repost the transcript of my "Customer Care" experience wherever you would like.
    Foolish

    "We have met the enemy and he is us."-POGO.

    "I have great faith in fools; self-confidence my friends call it."~Edgar Allan Poe

    "Dream big, you might never wake up!"- Snoop Dogg

  3. #3

    I hate Comcast

    but I am a local sports nut, and they have a monopoly on the local sports broadcasts as well as the sports news and updates. I call them every two months because my bill gets higher, and they always find a way to knock of a few dollars. Of course, in the next two months they raise fees or a promotion ends, and it goes right back up.

  4. #4
    Senior Member Foolish Old's Avatar
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    Quote Originally Posted by tasty View Post
    but I am a local sports nut, and they have a monopoly on the local sports broadcasts as well as the sports news and updates. I call them every two months because my bill gets higher, and they always find a way to knock of a few dollars. Of course, in the next two months they raise fees or a promotion ends, and it goes right back up.
    Sports nut here, too. Only REAL reason I have cable television service. I don't want a dish for a couple reasons - but those reasons get less important everytime I talk to Comcast. Hoping U-Verse comes to my area someday, got to be worth a try. I'm paying something over $160 with just HD service; a DVR; internet; and one weak-ass movie pkg. The least they can do is not be a PITA when I need an adapter for my other tv because they changed to all digital.
    Foolish

    "We have met the enemy and he is us."-POGO.

    "I have great faith in fools; self-confidence my friends call it."~Edgar Allan Poe

    "Dream big, you might never wake up!"- Snoop Dogg

  5. #5
    Ya, I'm not real impressed with Comcast I have them in Florida and very expensive. I like Direct tv much better but can't have a dish where I live.
    "Life is about how you
    respond to not only the
    challenges you're dealt but
    the challenges you seek...If
    you have no goals, no
    mountains to climb, your
    soul dies".~Liz Fordred

  6. #6
    Senior Member mikek's Avatar
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    Foolish just like you I was paying $160.00 and finally got fed up and ordered Dishnetwork for $72.00 with 3 premium channels guranteed price for 2 years.
    Comcast sucks !!!!

  7. #7
    Senior Member grommet's Avatar
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    You still got off easy. I've felt like firing a bullet through the phone talking to Comcast. I've only had one worse customer service history and that's with Earthlink. Well, maybe they're even.

    I love that, they can't give you an adapter without account security verification But they can cancel your account without that crucial information. Sigh. I effin hate Comcast. By the way I've had that same experience so many times, when a CSA asks me for something I can't immediately reach and I'm like oh boy this is going to take a while. A transfer can be really hard for me some times and I use the internet and telephone while I sit in my (broken) powerchair. I get more support in it and I can use the tilt-in-space though I can't move the chair. You need what? Oh geez, that's across the room. This is gonna suck.

    Read your post to the end because I couldn't believe what was happening and, I totally believed what was happening. ;-)

  8. #8
    Senior Member Foolish Old's Avatar
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    Quote Originally Posted by grommet View Post
    You still got off easy. I've felt like firing a bullet through the phone talking to Comcast. I've only had one worse customer service history and that's with Earthlink. Well, maybe they're even.

    I love that, they can't give you an adapter without account security verification But they can cancel your account without that crucial information. Sigh. I effin hate Comcast. By the way I've had that same experience so many times, when a CSA asks me for something I can't immediately reach and I'm like oh boy this is going to take a while. A transfer can be really hard for me some times and I use the internet and telephone while I sit in my (broken) powerchair. I get more support in it and I can use the tilt-in-space though I can't move the chair. You need what? Oh geez, that's across the room. This is gonna suck.

    Read your post to the end because I couldn't believe what was happening and, I totally believed what was happening. ;-)
    I though it was funny that they provided me with the customer's home address if they thought I might be an impostor. Understand that I had logged in to my Comcast account using a user name and password. I knew both of my telephone numbers, and the spelling of my full (uncommon) name. My request was to have an adapter sent to the customer address of record or prepared for pick-up at the local office. I wasn't asking for any information about the customer, or changing anything about the account. But they were going to let me cancel that customer account. WTF!!!

    Remember that I rather early on asked for the phone number of the local office, and stated that I would call there to handle my business. Two agents later, I was less than a satisfied customer.
    Foolish

    "We have met the enemy and he is us."-POGO.

    "I have great faith in fools; self-confidence my friends call it."~Edgar Allan Poe

    "Dream big, you might never wake up!"- Snoop Dogg

  9. #9
    Senior Member skippy13's Avatar
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    Been there, been there and been there. I no longer have cable TV. I figured out that I was watching just the major networks and PBS anyway, so went online to figure out the best antenna for my location and the signals of over the air digital TV. Got an antenna and have perfect picture.

    When I had cable, everytime we would have a major downpour the cable would go out for a day or two after. Got sick of that and cancelled. Haven't missed it.
    Anything worth doing, is worth doing to excess

  10. #10
    We have a choice of Time-Warner here or ATT Uverse here. ATT by far gets the best rating. I do not have cable TV as we get all the area stations great with over-the-air signals. T-W cable internet support only has one suggestion: "turn your modem off for 2 minutes and try to reboot." That is what I got wben our service went out the last time.

    My reply: I said a tree fell down in the park behind my house and broke your cable. That's why my computer cannot connect. I do not need to reboot the modem.

    "Sir, we want to help you and we have a diagnostic screening interview that saves time and gets you online as quick as possible. Most of the time these are simple things that customers can do to resolve the problems."

    My reply: If I could cut the damn tree away and fix your cable, I would have done that. I think it is a job your company has to do. That's Why I called.

    "Sir, you are getting frustrated. I will transfer your call to a higher level."

    etc.,etc., etc. lol They are all the same
    You will find a guide to preserving shoulder function @
    http://www.rstce.pitt.edu/RSTCE_Reso...imb_Injury.pdf

    See my personal webpage @
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