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New Visitor
techygal
Posts: 2
Registered: ‎04-08-2011

Re: how to get escalated

I've been sitting her waiting with a "Chat Escalation" for over 30 minutes, so far...and this is the 2nd "Chat Escalation" today. The first was disconnected.  All I'm trying to do is cancel my cable by a specific date and get the price on continuing my internet service.  I don't understand why this has to be escalated?  Can someone please get back to me and take care of this for me.  Your attention to this matter is greatly appreciated.  Please see my chat screen as of 6:40pmpst.  Thank You

Ivy(Fri Apr 08 2011 20:31:06 GMT-0700 (Pacific Daylight Time))>

Hello cynthia, Thank you for contacting Comcast Live Chat Support. My name is Ivy. Please give me one moment to review your information.


Ivy(Fri Apr 08 2011 20:31:12 GMT-0700 (Pacific Daylight Time))>

I know how important your issue is. I'd be happy to get this fixed for you today.


cynthia (Fri Apr 08 2011 17:31:42 GMT-0700 (Pacific Daylight Time))>

Hello...Ivy..I need to cancel part of my service and change part.


cynthia (Fri Apr 08 2011 17:32:43 GMT-0700 (Pacific Daylight Time))>

can you assist with that?  I tried chat before and was being transferred, but no one came online to help.


Ivy(Fri Apr 08 2011 20:33:31 GMT-0700 (Pacific Daylight Time))>

As I understand your concern you want to downgrade your current package, right?


cynthia (Fri Apr 08 2011 17:35:41 GMT-0700 (Pacific Daylight Time))>

I want to cancel my tv/cable and retain a 1.5 mbs internet service.  My current bundle expires on Monday, so I'd like the cable cancelled effective Monday, April 11, 2011.


Ivy(Fri Apr 08 2011 20:36:36 GMT-0700 (Pacific Daylight Time))>

I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.


Ivy(Fri Apr 08 2011 20:36:45 GMT-0700 (Pacific Daylight Time))>

For security purposes, may I please have the following:
1] Full name listed on the account
2] Service address
3] Account number


cynthia (Fri Apr 08 2011 17:38:03 GMT-0700 (Pacific Daylight Time))>

xxxxxxxxxx


cynthia (Fri Apr 08 2011 17:38:17 GMT-0700 (Pacific Daylight Time))>

xxxxxxxxxxxx


cynthia (Fri Apr 08 2011 17:38:32 GMT-0700 (Pacific Daylight Time))>

xxxxxxxxxxxxxxxx


Ivy(Fri Apr 08 2011 20:40:17 GMT-0700 (Pacific Daylight Time))>

Thank you very much for that information.


Ivy(Fri Apr 08 2011 20:40:21 GMT-0700 (Pacific Daylight Time))>

Would you mind waiting for 2 minutes while I research some information in my system in order to better serve you?


cynthia (Fri Apr 08 2011 17:41:33 GMT-0700 (Pacific Daylight Time))>

OK...In your research..I would like the most inexpensive internet plan for 1.5.  I understand you have one for about 40.00, would you please verify that.


Ivy(Fri Apr 08 2011 20:41:51 GMT-0700 (Pacific Daylight Time))>

Thank you.  While you are waiting why not check out Comcast Customer Central from either Comcast.com or Comcast.net and learn more about managing your account online.  If you have any questions after we are finished, I'll be more than happy to answer them for you.


cynthia (Fri Apr 08 2011 17:42:37 GMT-0700 (Pacific Daylight Time))>

I already tried that and it said to cancel I either had to call or use this chat feature.


Ivy(Fri Apr 08 2011 20:43:08 GMT-0700 (Pacific Daylight Time))>

Thank you for patiently waiting, Cynthia.


Ivy(Fri Apr 08 2011 20:44:14 GMT-0700 (Pacific Daylight Time))>

Just to verify. You want to cancel all your Comcast Cable service. Is that right?


Ivy(Fri Apr 08 2011 20:47:18 GMT-0700 (Pacific Daylight Time))>

Is it okay if I ask for the reason why you are cancelling the cable service?


cynthia (Fri Apr 08 2011 17:47:34 GMT-0700 (Pacific Daylight Time))>

I want to cancel my cable service effective Monday April 11, 2011. I want to retain internet service of 1.5mps for the lowest price you have for that speed.


cynthia (Fri Apr 08 2011 17:49:30 GMT-0700 (Pacific Daylight Time))>

I compared plans and to get the features I desire hd, dvr, comcast prices where to high for me.  I'm retired and on a fixed income.  I do like your internet service though.  It is quite fast and so far pretty problem free.


Ivy(Fri Apr 08 2011 20:50:27 GMT-0700 (Pacific Daylight Time))>

I see, Cynthia. I will be putting a note on your account regarding this matter. After that, I will be giving you the number of our Customer Loyalty Department. One moment please.


Ivy(Fri Apr 08 2011 20:53:15 GMT-0700 (Pacific Daylight Time))>

I would be happy to get you in touch with the department that can further help you with your issue. Please stay connected to the chat while I transfer your chat to our Transactional Accounts queue. But before I transfer you over to the next department, will there be anything else on my end that I can help you with?


cynthia (Fri Apr 08 2011 17:54:53 GMT-0700 (Pacific Daylight Time))>

Ivy..this is the second time I was told to wait for someone from Transactional Accounts.  No one ever showed up and I was disconnected from Chat.  I only have so many minutes on my phone, can't I take care of this online?


Ivy(Fri Apr 08 2011 20:55:30 GMT-0700 (Pacific Daylight Time))>

This can be done via live chat and phone only.


Ivy(Fri Apr 08 2011 20:55:36 GMT-0700 (Pacific Daylight Time))>

I will transfer you now.


cynthia 

Thank You


Ivy(Fri Apr 08 2011 20:56:40 GMT-0700 (Pacific Daylight Time))>

You are most welcome.


cynthia (Fri Apr 08 2011 17:56:54 GMT-0700 (Pacific Daylight Time))>

It is now 5:56pmpst


Ivy(Fri Apr 08 2011 20:56:56 GMT-0700 (Pacific Daylight Time))>

Please wait, while the problem is escalated to another analyst


analyst Ivy has left room

 

New Visitor
techygal
Posts: 2
Registered: ‎04-08-2011

Re: how to get escalated

OMG...I wait for almost an hour and while I'm typing this someone answers the chat and closes my session.  I did not close it...In fact it is still open...so I guess I start from scratch again.  This is not very customer friendly system by all the responses I'm reading and not an isolated incident.  I would appreciate someone getting back on chat with me now.  I am still logged in to my account.  PS...I know you can do that.

 

 

Shiralee Jane(Fri Apr 08 2011 21:38:49 GMT-0700 (Pacific Daylight Time))>

Welcome to Comcast Order Entry. You may call me Shiralee. I will be more than happy to assist you today. How are you?


Shiralee Jane(Fri Apr 08 2011 21:39:59 GMT-0700 (Pacific Daylight Time))>

Cynthia are you still there? I am still here to help you and provide you support with your Comcast Services.


Shiralee Jane(Fri Apr 08 2011 21:42:03 GMT-0700 (Pacific Daylight Time))>

You are a very important customer and it appears you have left the chat.  To ensure we provide the best support possible, I will close this window now and ask that you initiate a new chat so that we can provide you with support of your Comcast Services.  Thank you.


Shiralee Jane(Fri Apr 08 2011 21:43:20 GMT-0700 (Pacific Daylight Time))>

Analyst has closed chat and left the room


analyst Shiralee Jane has left room

 

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: how to get escalated

[ Edited ]

The Help Forums are primarily a customer to customer forum and we do not have access to any of your account information at all and cannot assist you. 

We can escalate problems to the Administrator to review, but since it is now Friday night, the business week has already ended until Monday & he probably won't see your post until then, at the earliest.. 

May I suggest, instead of using Chat that you call 1-800 comcast and ask for the Retention department.

     1-800-266-2278    <<<This is the number ffor the Retention Department.  OR-

 

Comcast staff does not review forums posts on the weekends. By sharing your problem with the Comcast Cares team at We_can_help@comcast.com before 3pm EST (weekend only), you may receive a response.

 

Please include all of the following in your email: The full name on your account, the telephone number   on file for you, in addition to the best contact number, the full address where service is active (or location where service is being installed) and a detailed description of the problem when emailing We_can_help@comcast.com

 

 




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