comcast customer disservice

Discussion in 'Off Topic Forum' started by xeene, Jan 28, 2012.

  1. xeene
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    xeene Well-Known Member

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    long story short(if that's possible)...we lost 3 channels from our line up, i call to see what's up, they say we weren't supposed to have them, i ask if i cancel cable will i have same internet, they say yes, i cancel cable, they drop internet from 20mbit to 6mbit, i call back to reinstate previous service, sales people gone for the day till monday, i start web chat with comcast rep...

    user Guest has entered room
    Guest>
    Order Information
    analyst Shikha has entered room
    Shikha>
    Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Shikha. Please give me one moment to review your information.
    Shikha>
    I would be glad to help you with your order today. Before anything else I would like to ask, how are you?
    Guest_>
    i've had better days, but thanks for asking lol
    Shikha>
    Good to hear that.
    Shikha>
    Your'e most welcome.
    Shikha>
    May I ask if you are an existing customer with Comcast?
    Guest_>
    i am. need my account number?
    Shikha>
    Great! Thanks for being a valued Comcast customer. I will be more than happy to assist you with today.
    Shikha>
    For the integrity and security of the account, can you please provide me phone number and name on the account , verify the last 4 digits of the Social Security Number listed on the account and last amount paid on the account?
    Guest_>
    account number ***********, zip code *****, address *********, phone **********
    Guest_>
    ss ****
    Shikha>
    Thank you
    Guest_>
    name is vadim
    Guest_>
    last bill i paid was...67.58
    Shikha>
    Thank you
    Shikha>
    Vadim, could you please confirm the package in which you are interested?
    Guest_>
    basic package which includes basic cable and performance internet. together for $65.94
    Shikha>
    Great choice!
    Guest_>
    i've had that package for last 4 years. but couple days ago was told i can cancel cable and keep my same internet, which ended up being slower speed.
    Shikha>
    Vadim, as I can see that you are already using our Internet service.
    Guest_>
    yes i am
    Shikha>
    Vadim, I can provide you the bundle package for both the service for $79.95/month.
    Shikha>
    Is this fine?
    Guest_>
    no, i need my previous package that i've had for 65.94.
    Guest_>
    can you look up my last bill i've paid and see the package i've had and resubscribe me to the same exact package?
    Shikha>
    Let me check that for you.
    Shikha>
    Your last bill was $49.95.
    Guest_>
    the one before that
    Shikha>
    Vadim, as I can see that the same package is not available in your market now.
    Shikha>
    Vadim, I apologize.
    Shikha>
    I do not have access to that account.
    Shikha>
    I can provide you the best package for both the service for $79.95/month. .
    Guest_>
    not interested. if you can't help me, then cancel my service completely.
    Shikha>
    Alright!
    Shikha>
    I would suggest you please call on our toll free number.
    Shikha>
    As they have direct contact with our dispatch team.
    Guest_>
    i've already tried three times today, they're closed till monday
    Shikha>
    Thay will surely help you with the same.
    Shikha>
    Alright!
    Shikha>
    Vadim, you can also visit one of our local service center.
    Guest_>
    thanks, but i can wait till monday.
    Shikha>
    Great!
    Shikha>
    You're most welcome.
    Shikha>
    Is there anything else may I assist you with today?
    Guest_>
    if you could have helped me check out would have been great, but you've tried to upsell me a more expensive package without actually helping so that wasn't very helpfull.
    Shikha>
    Vadim, I have pulled up your account
    Guest_>
    can you do me a favor and add performance internet and basic cable by themselves? without being a package?
    Guest_>
    that's what i've had in my cart but i couldn't check out because the site is under maintenance.
    Shikha>
    Alright!
    Guest_>
    maybe then you'll be able to provide me the service that i wanted at the right price
    Shikha>
    Let me again check that for you.
    Shikha>
    Vadim, would you like our technician comes at your place and install the services?
    Guest_>
    no, i already have your service installed
    Guest_>
    i just need someone somewhere to flip a switch or press a key so i can have 20mbit connection instead of 6mbit.
    Guest_>
    i've had your service for past 4 years till today when i came home and found it i have no internet...
    Shikha>
    No need to worry.
    Shikha>
    I am adding the same package to your account.
    Shikha>
    The Basic cable and Performance Internet to the account.
    Guest_>
    yes please.
    Shikha>
    I can provide you the self install kit for $9.95 one time shipping charges.
    Shikha>
    Is this fine?
    Guest_>
    i don't need any kits. i already have modem. i already have your cable, i already have your internet. my problem is my internet is 6mbit when i want 20mbit.
    Shikha>
    Vadim, as I can see in my system you are using our Interent service.
    Shikha>
    There is no cable service in your account.
    Shikha>
    So I need to add that to your account.
    Guest_>
    that's correct. till two days ago i had both cable and internet then one of your reps told me i can cancel cable and keep same 20mbit internet for $50 a month. that's what prompted me in the move and now i have to redo everything that i've head because i've been mislead by a comcast rep.
    Shikha>
    Vadim, I apologize for the inconvenience caused to you.
    Guest_>
    not your fault, but do try to straighten this out. PLEASE
    Shikha>
    But my system won't allow me to finish your order without the self installation kit.
    Guest_>
    your system is stupid, sorry.
    Shikha>
    I understand how frustrating is this.
    Shikha>
    But I would highly recommend you please call on our toll free number on Monday.
    Guest_>
    you can send me the kit, but then refund me $9.95 because i have nothing to install. i've had everything installed for the last 4 years.
    Shikha>
    If you don't want the kit then you need to place the order at the service center.
    Shikha>
    From there you can pick the kit free of cost.
    Shikha>
    As they have direct contact with our dispatch team.
    Shikha>
    They have more resources then us.
    Guest_>
    i'd rather wait till monday and just call them over the phone. thanks for your help.
    Shikha>
    Perfect!
    Shikha>
    You're most welcome.
    Shikha>
    Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at Comcast: High Speed Internet, Cable TV, and Phone Services Deals – XFINITY® from Comcast. We are always available, 24 hours a day, 7 days a week. Have a wonderful time!
    Guest_>
    have a good evening, day, night...where ever you're.
    Shikha>
    You too!
    Shikha>
    I appreciate your cooperation and understanding.
    Guest_>
    **** happens [​IMG]
    Shikha>
    Have a blessed day!
  2. UrbanBounca
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    UrbanBounca Rescue Squad Staff Member Rescue Squad Premium Member

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    You have much more patience than I. I wouldn't have made it through 10 minutes.

    Sent from my DROID2 using Tapatalk
  3. jimmyco2008
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    jimmyco2008 New Member

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    Sounds like someone from... not necessarily India, but... Haha I see what you did there at the end, ironically the Comcast rep I talked to a few years back said that same word whilst describing coaxial cable. Good stuff.