Customer Service

[itscurt]

Here's just a little transcript from a chat I've initiated earlier today. Feels like the operators are outsourced with no idea of what the customers are trying to achieve. There isn't a feature to rate/email transcripts on the chats neither. What I found even more surprising was the comcast text ads from the operator while I was put on hold.

RichardRCBL: Welcome to Comcast! I hope your day is going well. How may I help you?

Curtis: My Issue: No Problem Given

Curtis: Hi, my 12 month promotional term for xfinity internet has lapsed, and bill has tripled from 19.99 to 59.95

Curtis: However I remember from the promotion I've enrolled to, it stated that the second year would be $34.99, and not $59.95, and after the 2nd year would have normal pricing.

RichardRCBL: I understand your concern. Let me take care of that for you.

RichardRCBL:  For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?

Curtis: XXXX
RichardRCBL:  Thank you for the information. Please give me two to three minutes.

RichardRCBL:  Did you know you can watch many of your favorite TV shows and movies online at no additional cost with Comcast. Check out www.xfinitytv.com to watch the latest TV shows, relive a favorite television moment, or just relax with a movie.

RichardRCBL: I understand your concern is that you are looking for a promotion to lower down your bill. Is that correct?

Curtis: No, the original terms of the promotion should have my bill at $35 for the second year, not $59.99

RichardRCBL: Curtis, I was able to find a promotion for your internet service and this will lower down your bill to $39.99/month for 6 months. Excluding taxes and fees.

Curtis: This is not why I'm inquiring, I don't want a new promotion. My plan was guaranteed to be $34.99 for 2nd year.

RichardRCBL: Let me check.

RichardRCBL: Curtis, I checked your account an it shows that your internet service promotion was only for 12 months.

Curtis: The promotion says 19.99 per month for 12 months, 34.99 a month for months 13-24

Curtis: http://clipboard.itscurt.com/2011-08-22_1408.png

RichardRCBL: Curtis, may I know if you signed a contract agreement with your service?

Curtis: I ordered through the phone, and signed digitally.

RichardRCBL: Please give me three minutes.

RichardRCBL: Curtis, I checked on the installation day on your account and based on the original contract in your account. Your internet promotion for $19.99/month is only for 12 months.

Curtis: Transfer me to retentions or the department that originally gave me the promotion

Curtis: i believe the department is called special forces

RichardRCBL: Curtis, in order for me to assist you much better. Please call our Retentions Department in 1-800-9346489 from Monday to Friday during office hours from 9 - 5 PM>

RichardRCBL: Curtis, in order for me to assist you much better. Please call our Retentions Department in 1-800-9346489 from Monday to Friday during office hours from 9 - 5 PM.

Curtis: ok, how can i close this chat and rate the service

RichardRCBL: Let me try to transfer you to our Sales Department to check if there available promotions for your internet service.

RichardRCBL: Would it be okay with you?

Curtis: If they can't offer what was promised to me originally, then no

RichardRCBL: Would it be okay with you if I transfer you to our Sales Department?

Curtis: no, please end this chat

RichardRCBL:  Before you go I'd like to remind you about the Comcast Customer Guarantee – it's our promise to our customers to provide you the best customer experience and stand behind our products and services. Part of that promise includes a 30 day Money Back Guarantee on all of our services.

RichardRCBL:  Do you have any other questions or concerns I can help you with today?

Curtis: no

RichardRCBL: Thank you for contacting Comcast! We appreciate your business and value you as a customer. Have a great day!

The chat session has been closed

RichardRCBL: Analyst has closed chat and left the room

chat id: 013caef3-cb6a-4ce6-a4b2-c3fa21c152aa

[EHMPXP]

I've had the same experience many times -- via Chat, Phone & Email !   It's amazing how clueless they are sometimes. 

1) I signed a contract for $89.99 Triple Play -- included 3 outlets (1 HD w/DVR & 2 HD w/o DVR).  First 3 bills, fine.  Next one -- they arbitrarily added a $33.99 svc call fee for replacing the faulty DVR, plus an extra $8.95 HD technology fee (?) because that's the going rate.  I had to make 2 calls before they agreed to honor the contract.

2) I've been waiting for a $50 refund for 3 mos since returning equipment from my former home.  Even though Comcast said the boxes have been 'on the dock' or 'in the warehouse' for months, they haven't had time to actually open the box & confirm that the equipment is there.   Now if I owed them money for 3 mos, I'm sure they would have taken action by now....  

3)  They've owed me a $20 credit for referring a new customer in May.  Haven't seen that yet either. 

4)  There's a Comcast truck parked outside my condo assoc that sometimes doesn't move an inch for several days.  Sometimes it leaves @ 9am & is back before 5pm.   Once in a blue moon, it's gone @ 7am & returns by 6pm.  No wonder we pay so much for our bills.  The techs seem to work part time & they take the vehicles home @ night.  Highly unusual.

[EHMPXP]

BTW Curtis --  Have you tried to provide feedback to Comcast by using the hyperlink at the bottom of the page (Comcast.com Feedback)?  Or did you try to email them directly @ EcareOnline - MidWest  OR  ecare_michigan@cable.comcast.net ?   

[rtlincolnfamily]

I too continue to receive really poor customer service. On this occasion, after giving a rep a promise to pay for my bill, I continue to receive call after call from the Comcast billing department. The representatives are often rude, and even though I had given a date to make my payment they continue to harass me regarding my balance due. What ever happened to good customer service? Really poor!

[BearHooks]

Why not just pay your bill on time? Then you will not have them calling. Do not blame Comcast for this. A promise to pay is just like saying "The check is in the mail".

[rog286713]

amen brother

[itscurt]

Have the same problem after contacting through the phone. How are we supposed to prove our contract if we signed up and signed digitally through the phone?

This is the deal I got: http://slickdeals.net/forums/showthread.php?t=2137900

[BTK]

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BearHooks wrote:

Why not just pay your bill on time? Then you will not have them calling. Do not blame Comcast for this. A promise to pay is just like saying "The check is in the mail".

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Would that be the same as Comcast saying "the rebate we promised you is in the mail"?

[epicric]

in the course of life people sometimes fall behind a week in their ability to make a payment.  i am sorry that you havent had the opening experience of that delightful situation.  i feel enlightened to have encountered such holiness, coupled with a complete lack of sympathy for another human being.   i will pray that life will provide you with an opening experience that allows your holiness that opportunity of experiencing the need to make payment arrangements.