Thursday, November 15, 2007

You Have Been Misinformated

The following, from a reader named Lisa, is the verbatim transcript of an online chat with Qualmcast customer service. It is hilarious, in a perverse Kafka-esque sort of way. Lisa is, in more ways than one, a cool customer. Anyway, her encounter with Vanessa the Qualmcast Automaton tells you everything about this organization you need to know:


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

Vanessa>Hello, I am Vanessa and I'll be very glad to assist you during our interaction. I hope that you are having a very nice day. So please, tell me what can I do for you.

Lisa_>The last time I spoke with anyone at Comcast, I talked to Gene (ext 4162) about the problems with my service. He indicated that there would be a credit on my account, due to service outage of my cable television. However, when I received my statement, there is no credit.Vanessa>Sometimes the credits could take two billing cycles in appear at your bill, let me check if I can get an updated view Lisa.

Vanessa>Please give me a moment to check that for you.

Vanessa>In order to find your account information and provide you a better service, would you please give me your telephone number including area code or your complete address.

Lisa_>540-XXX-XXXX and 35 XXXX Drive, Stafford VA

Vanessa>Thank you, would you mind holding a little longer? Just a minute or two?

Lisa_>Not at all. Especially not if you can fix this for me

Vanessa>Ok, thanks. Vanessa>Lisa. Do you have your account number with you at this moment?

Lisa_>Yep. Its 15010776621-02-5

Vanessa>Thank you, I was having a hard time with it.

Vanessa>I´m checking the system, do you mind holding a little longer?

Lisa_>Nope. Take your time.

Vanessa>Thank you for waiting Lisa, I´m making the adjustment at your bill in this moment. Please hold on a moment.

Vanessa>I appreciate, could you please tell me how longer this issue affected you?

Lisa_>I don't remember exactly. That should be in my file, along with the amount of the credit. I believe the credit was in the $45 range. I'm sorry that I don't remember the exact amount.

Vanessa>Proximetly?

Lisa_>Yes, approximately.Vanessa>Sorry, but I will need more information to process your request about the trouble call Lisa.

Lisa_>You know what Vanessa; I don't need you to process a request for a trouble call. Instead, I need you to look in my file and determine why the refund promised to me by Gene (tel # 703-730-2225 x 4162) was not credited on my latest billing statement.

Vanessa>I understand your frustration Lisa, Unforurtunatelly in order to made the adjustment I need some proximately days to know how to apply this for you.

Lisa_>Do you have access to my file?

Vanessa>Yes Lisa.

Lisa_>What are the last 2 days that I called about issues with my cable?

Vanessa>I´m still checking for the time this was affecting you.

Lisa_>Checking with whom? Seriously, is it my responsibility to remember exact dates and times that I have issues? I call and report the problems. I wait at home for the repairmen that NEVER show up. I call back. I wait again. NO ONE show up. I call and complain. Someone shows up. In the meantime, someone promises me a refund for the trouble I've had and the service that I am paying for and not receiving. Now, not only do you not know HOW MUCH I'M SUPPOSED TO BE REFUNDED, but you want ME to tell YOU how much to refund me? Unbelievable.

Vanessa>Could you please confirm to me if this situation affected you the 24/10 and 25/10?

Lisa_>I've already told you that I don't have the dates. THAT IS WHY I CALLED WHEN I HAD THE PROBLEM. Jesus Christ. This is like "Who’s on First". Don't you have a consolidated system that tells you WHEN I CALLED, WHAT THE PROBLEM WAS, WHAT THE DATES OF SERVICE WERE, and WHEN IT WAS FIXED?!?!?!?!

Vanessa>Lisa, I´m really sorry for this, I´m working on the credit for this situation, I´m just trying to understand why my system have no notes about this credit.

Lisa_>You could always call the last rep I talked to, who promised me the credit. Like I said before, his name is "Gene" and his number is 1-703-730-2225 ext. 4162.

Vanessa>Unfourtunately we have no access to phone calls in this area. But I´ll let a note at the system in order you don't have to pass through all this again.

Lisa_>Does that mean that you can, or cannot, take care of my credit?

Vanessa>Yes, I can.

Lisa_>So, what now?

Vanessa>Please give me a moment.

Vanessa>Lisa, this same issue occurs in your High Speed Internet?

Lisa_>The high speed internet is another issue altogether. I've had horrible service, multiple repairmen telling me multiple stories, etc.

Vanessa>Ok.

Vanessa>I´m still here,

Vanessa>Sorry for the delay

Lisa_>Ok, like you've figured out how much my credit was supposed to be, and you'll let me know???

Vanessa>The amount of credit for this two days is for $8.05, I´m trying to check why the rep offers you an amount of $45.00

Vanessa>That´s the reason this is taking so long.

Vanessa>I could apply the credit for this two days.

Lisa_>UN-FREAKING-BELIEVEABLE. You don't seriously mean that you're going to credit me $8? Do you know what the issue was? Do you know whether it was more than 2 days (I have to assume it was, since I called about it, someone tried to fix it via the phone unsuccessfully, then scheduled an appt, then the technician never showed up, then I called back and talked to Gene, who scheduled yet ANOTHER appt, the technician showed up and had to swap my cable box out, because the one I had no longer worked). I AM *NOT*, I repeat, *NOT* okay with a simple 2 day credit. Shit, I've spent more than 2 full days on the phone with the incompetent service reps at Comcast over the last 6months!!! I want the credit that was promised me. The issue that you don't have the information in your system, not my problem. The issue that you have no phone access, again, not my problem. I suggest you elevate this issue up the chain to someone who has telephone privileges, and can actually FIX THIS SITUATION!!!!

Vanessa>I´m really sorry for the inconvenience Lisa, and I understand your feeling, I really apologize.

Lisa_>I don't need you to apologize; I need an ADEQUATE CREDIT, AS PROMISED, on my bill!!!-- Approximately 5 minutes goes by with no response ---

Lisa_>I hope that your silence is an indicator that you are actually taking care of this issue.

Vanessa>I´m still working on this. Please hold on a moment.

Vanessa>Ms, sorry for the delay, could you please confirm to me that you made a trouble call for the HSI October the 10th?

Lisa_>Seriously. I don't keep track of the dates I call. In hindsight though, I suppose I should since it is apparent that Comcast expects its customers to PROVE that they have issues (apparently, calling to report problems isn't sufficient proof of service problems.)In hindsight, I promise to do your job for you, and document EVERY instance of EVERY problem that I have, including who I talk to, when I talk to them, how long I talk to them... oh, and should I record the calls... "just to be safe"?

Lisa_>BTW, would it make it easier on you if I just said "YES" that I *did* call on the 10th of October? You have the files. You know when I called. But, if it makes it easier for you for me just to agree, I can do that.

Vanessa>Ms, I understand the frustration and the inconvenient this is causing to you. And once more I apologize for this situation, this is just in order to verify the information.

Lisa_>Are you suggesting that in order to receive any credits promised by any service representatives via the telephone, that I should document exactly when I called, the dates of service problems, who I spoke to, and what was promised so that I can "VERIFY" the information to a different rep at a later date when I don't receive what was promised?

Vanessa>No Ms certainly not necessary.

Lisa_>If it's not necessary, then why do you keep asking me to "Verify" calls or trouble/outages with my service?

Vanessa>unfortunately, ma'am what happens here is that I don't have the notes Lisa was supposed to place in your account to valid the credit, that's why I'm asking you to wait for me and verify what happened

Lisa_>Who's "Lisa"? Do you mean ME "Lisa"? Or do you actually mean "Gene" the rep that I last spoke to?

Vanessa>oh, sorry, I meant Gene

Vanessa>she didn't left me any notes to work with in the account

Lisa_>Um, just FYI, Gene was a man.

Vanessa>that's why I have to verify and unfortunately we only have the system and the notes the other representives provide in order to make requests

Lisa_>So, where does that leave me? Without the promised credit? Do I somehow have to PROVE that Gene promised me the credit? Would it be easier if I hired someone to go find Gene, and get him to put adequate notes in the system?

Vanessa>no, of course not, what we are trying to do here is verify that the period when the issue happened is the time that you had no service . I'm going to go a little bit back on the trouble call order to understand each other, ok?

Lisa_>Sure. Whatever you have to do.

Vanessa>I'm going to review the trouble calls that were placed since October, is that ok with you?

Lisa_>Sure.

Vanessa>thank you

Vanessa>ok, the first trouble call we got on october was on the 15th and it was for internet service

Vanessa>the next day, October 16th, the order wasn't completed as you said

Vanessa>after that, we didn't got any other contact to inform us that the service was not working until October the 23rd

Vanessa>and, when we got notice of the service malfunction it was for cable only

Lisa_>My issue wasn't about the high speed internet. It was about my cable television service.

Vanessa>ok, perfect

Vanessa>the report of no cable was made on 10/23

Lisa_>Seriously though, perhaps the credit that Gene was referring to considered BOTH the cable television AND the High Speed Internet (or, as we like to call it, the Outernet, since service doesn't work as often as it does work!)

Vanessa>ok, at this time is your service (cable-internet) is currently working?

Lisa_>Both are currently working.

Vanessa>perfect, I'm glad to hear it

Vanessa>lets finish the review of the trouble calls to clear any doubt of why the credit is not what Gene said, if we request a credit that we cannot show proof of the credit system is going to reject it

Vanessa>going on with the last trouble call on October 23rd, it didn't complete until Ocotber the 25th

Lisa_>Wrong. It didn't complete until that Saturday. I had an appt scheduled for the 24th. No one showed up. I called again on the 25th. Someone finally showed up on Saturday. So I guess it was completed on the 27th. But, remember, the issue started on the 22nd. Also, like the notes should say, there is a pre-recorded message when I call COMCAST to report problems with my service that says that there is a known outage in the area, and therefore no reason to speak to a representative. It's taken me a while, but I've finally realized that the pre-recorded message is simply there to keep people from reporting outages in time to get credit for their interruption in service -- since there is never actually an outage in my area when I finally get in touch with a representative.

Vanessa>ok, thank you for filling the blanks for me to better understand what is going on. Now, did the service started to working on the 27th?

Lisa_>Yes, on that Saturday, a technician fixed my Cable Television service.

Vanessa>perfect, and the internet was fixed that same day or it didn't show up any issue?

Vanessa>Ms. Lisa are you with me?

Lisa_>The internet was out most of last month. I lost TONS of productivity time (we own a home based business). I spent LOTS of time on the phone with Comcast, and have 3+ different technicians come to 'fix' our service. Your records should show all of the issues that I had with the high speed internet service.

Vanessa>the incongruency is that for the internet service repair we only got one call on Oct 15th, and after that nothing else was mention about the internet issue

Vanessa>that's why, by going through the trouble calls dates we can give credit for $21.07 Dls after reviewing this

Vanessa>and I know you don't want me to apologize for this whole situation but I really understand how frustrating is to be unable to fill in a load of work, my dad used to have a store

Lisa_>Wait a minute. First $8 for 2 days, now that we've agreed that my service was out for 6 days, its $21? Somebody's math is off.

Lisa_>Also, I don't want to hear when something was or wasn't in your system. I don't have access to your notes, therefore I cannot ensure that adequate annotations are made every time I call. That's absurd to assume. If the employee's of COMCAST are not appropriate trained to ensure that they annotate the files for each customer call/complaint, are you insinuating that it is fair that the customer then be held accountable for the lack of training/annotation on the company's part? Because that is what is happening.

Vanessa>what happen is that for the cable service, and that's for the plan, you pay $100.70 dls each month, if you were to pay daily for the service, you'd be paying $3.35 dls each day and if we already agreed that you didn't had cable service from 10/23 to 10/27 it give me a total of $16.78 + $4.29 of no internet 2 days (from 10/15 to 10/16)

Lisa_>Actually, the service went out on the 22nd. I called COMCAST. There was a pre-recorded message of service trouble in my area, and no need to speak to a representative. The next day, the service was not fixed. That's when I called. That should all be in your notes.

Lisa_>Also, I need you to explain to me why the previous representative I spoke with had a far larger credit amount than what you are offering.

Lisa_>Actually, there was no outage in my area. When I called on the 23rd, the recording said the same thing. The representative told me that there was no outage in my area.

Lisa_>Besides, an outage in my area wasn't the final issue. The issue was that the digital cable boxes that I had were outdated and stopped working. THAT would have NOTHING to do with an outage in my area.

Vanessa>I agree with you on that aspect, but with all do respect there are no more trouble calls or calls to report issues after the last note I have here is for Oct 25th. Now, going back to your question of why the previous representative offered you a different credit adjustment (that he didn't even did) I cannot know what did he use to support his information

Vanessa>but, after reviewing the dates from the trouble calls, I can assure you that a credit of $21.07 Dls can be issued to your account

Vanessa>without the system rejecting it

Lisa_>Then, should I tell you other dates that my service was out (I can make them up if you prefer). I was told that I'd receive a credit in the approximate amount of $45. You're offering me less than half of that.

Vanessa>I offer you what my system shows me, I work with that information. I strongly recommend you that since you have Gene number and extension you talk to him about the credit he offered you; or you can go to a Comcast service center with the technician's work order to dispute the time-frame

Lisa_>What Work Order?? When the technician comes, he leaves nothing behind (never has). I again am left trying to PROVE that I deserve what I was promised. This is ridiculous. I cannot believe that I've wasted 2 HOURS in this chat with you, only to find that COMCAST EXPECTS ITS CUSTOMERS TO PROVE THAT THEY ARE ENTITLED TO WHAT COMCAST INDICATES IT WILL DELIVER. www.comcastmustdie will *love* this thread!!

Vanessa>the work order is a paper you sign when the technician finish his order, and he leaves a copy to you (either yellow or pink). I do not deny that you deserve a credit, but the credit must be consistent with what we have

Lisa_>Again, I'll tell you that NO TECHNICIAN HAS EVER LEFT A WORK ORDER upon completion of a job at my house. I guess I'll have to PROVE that too!Oh, and with regard to Gene's telephone number, I cannot get past the automated system to input his extension number, so I cannot get to talk to him. Beleive me. I tried that first.

Vanessa>I see, I do agree with you that you deserve the credit. Unfortunately the maximum credit amount according to the dates I reviewed with you goes from 10/15 to 10/16 and from 10/23 to 10/27 is for $21.07 Dls.

Lisa_>This is a total waste of time.

Vanessa>I do feel sorry that you have had such a horrible experience, and that you are still going through it. The way I can help you, without lying to you, is give you the $21.07 Dls credit in which I can base my proof on

Lisa_>I have no choice but to accept the credit that you offer, since although you purport that Comcast does NOT make it's customers PROVE service outages/issues, without further proof (which you don't have due to your incompetent, untrained staff who neglect to properly annotate files - and which I did not keep track of, incorrectly assuming that COMCAST could keep track of its promises to it's customers), I've wasted more than 2 hours with you. You have the same files you had at the beginning of our chat, wherein you offered me $8. Now it's $21. If I had the stamina to keep this going, I suppose I could eventually get to the ~$45 that I was promised. But I'm tired of this. You win.

Vanessa>I feel as frustrated as you, Ms. Lisa. I have applied a credit to your account in the amount of $21.07 Dls. You will see this credit on your billing statement within one or two billing cycles. Is there anything else I can assist you with?Is there anything else I can help you with?

Lisa_>Are you serious? Anything else you can assist me with? Yes, of course there is. You can 'find' the rest of the refund that I was promised and you can credit that to my account as well. After all, that's why I initiated this chat in the first place.

Vanessa>I do apologize that you have been misinformated, Ms. Lisa. I do apologize I can only offer you so little

Lisa_>Yep, that about sums it up. Minsinformated. So, it seems that I've been misinformated. That too, must be my fault.

29 comments:

Mark said...

And Lisa has demonstrated why I document EVERY call I make to Comcast, no matter how small the reason may be. I make sure I get the person's FULL name, ID, and phone extension. If they are unwilling to give it to me, I immediately escalate it to a supervisor.

I have found that, in previous situations, Comcast employees do not document "unpleasant" phone calls. They can promise anything, as long as they don't put it down on the call log.

Finally Over said...

Comcast must obviously read from scripts. This sounds exactly...and I mean EXACTLY....word for word my conversations that took place with Comcast and there were too many to count! It appears that getting names and numbers of any rep at Comcast doesn't help resolve the issues. I truly am glad that I am not with Comcast any longer and went with DirecTV. Their NFL Sunday ticket package is great and not to mention their reps have OUTSTANDING customer service. It really is a shame that a large corporation such as Comcast has lost sight of the meaning of good customer service. I really hope Comcast will see the error of their ways and make their wrongs right. Even if they do, I will never go back to Comcast.

Anonymous said...

Every time I've called Comcast, I've always heard the standard disclaimer announcement "Your call may be recorded for quality assurance (yeah right) or training purposes (another chuckle)." Since Comcast has already consented to recording by virtue of that announcement, and I've also passively consented by listening to the announcement and continuing the call, what's to stop me from recording the calls myself as proof of a trouble call or documentation for later action?

IANAL, YMMV, etc. I've dealt with Comcast in both MD and VA, if that makes a difference.

cc330056_1 said...

I've had the same sort of service from them...and I work for another cable company, I could not imagine treating our customers that way! Below is a letter that I have written to Comcast, of course with no reply:

I am a new customer with your company and unfortunetly have had a terrible experience that I feel needs to be brought to light. I recently relocated from California to Georgia as an employee of Cox Communications I followed our company's directive of "sticking to the cable initiative" by calling to set up services for the first time with your company.
On June 26, 2007 I called your 800-Comcast number and talked to a sales representative who was new but very kind and set up an appointment for installation on July 6, 2007. During my relocation to GA I experienced a delay and called your company to reschedule the installation appointment and was given a date of 7/11/07 and was told the time frame was from 11-1pm.
Being that I was new to my job I was unable to be home for this appointment but wrote out an extensive list for the installer and my Aunt was at home to allow him access. The tech did not arrive until after 1:15pm and according to my Aunt was very rude. It was raining that day and the tech told my Aunt "I hope this stuff is working inside the house because I'm not going out in this". The tech then went to the room where the internet and phone was to be hooked up and immediately stated that due to me not having the phone handset unpacked he could not install any of the services (did not even attempt to hook up the cable and/or internet). My Aunt asked him why he didn't have the equipment to check it without my phone and the tech stated he left it at another customers house. My Aunt stated she would call me to find out where the phone was and get it for him but he said no and left. At this point my Aunt called me at work to advise me what was going on.
At this point I called the 800-Comcast number again to find out what was going on. I know our company policy is to hook up what we can and reschedule the other services, but then our techs also carry the needed equipment with them. When I spoke to the representative about the situation they advised they would have the local dispatch call me back to try and get a tech back out that night. About an hour later I received a call from the local dispatch representative. This person was extremely rude from the beginning advising it wasn't her problem that I wasn't advised that I had to have everything (meaning my phone handset) ready for the tech by the sales rep. I tried to tell her the tech didn't have the necessary equipment with him and her response was "Well you can either reschedule this appointment or go with the competition, it's not my problem". Needless to say I ended the call with her.
My next step was to call a Paul Jankovich who works for your company and one of my co-workers knew. I left him a voice mail explaining the problem and about an hour later I received a call back from a LaCresha. LaCresha was very nice, she listened to my story and made some calls and got me an appointment for 7/12/07 from 11-2pm. LaCresha definitely made me feel better about your company.
On 7/12/07 I received a call at 10:30 that the tech was at my complex and was waiting for me to meet with him. This tech was very professional and did a very good job, he even had his own handset telephone. He advised me the tech from the day before had down he had hooked up my cable and internet services and left the equipment at my home as well, this was not the case. The tech hooked up the cable and internet with no problems but he did encounter a problem with the phone not being able to make outbound calls, even after swapping out the EMTA. By now this tech had been in my home for over an hour and I had to return to work so I advised him to not worry about it I would call and set up a trouble call in a few days.

The next day 7/13/07 I sat down to watch my cable services only to discover the premium channels of HBO and Starz that I ordered were not working so I once again called customer service. I was advised by the representative who answered this was not part of the original order and that to include them my price would be different that what I was originally quoted. I ok'd the addition and then was transferred to technical support for my phone problems. The technical support representative listened to my problem, I advised them that I worked for Cox and had worked in the telephone Provisioning group and I told them what I thought the problem was. The rep advised it was a network problem and they would put in a ticket but it would take 3 business days for a response, I said no problem.
On 7/18/07 I had not received a call back from technical support so I called once again. The rep I spoke with advised that the original ticket that had been placed was cancelled stating someone had called me and I said there was no problem. No one ever called me. The rep then stated they would have to put on yet another ticket and it would be another 3 days, again I said no problem.
On 7/23/07 I still had not received a call so I again called your company. This time I was told there was not existing second trouble call but they would put one on and try to excalate it and I should hear something within 24 hours.
On 7/24/07 I still had not received a call so I again called your company. This time the rep advised me that they did some troubleshooting with and a tech would have to come out to my home but they could only come Monday thru Thursday between 8am and 4pm. I advised I could not miss any more work and at this point just wanted to cancel the phone service. The rep transferred me to customer for this. The customer service rep I spoke with was very nice and set up a downgrade to remove the phone service but never once asked me what they could do to save my service. I was told that I would not be billed any further for the phone service from 7/24/07 on. I was not advised when or how the service would be stopped.
On 7/29/07 my phone at home rang, now being I thought the service was turned off I called your company again. The rep I spoke with told me not to worry the service would be turned off on 8/7/07 and not to worry about it.
On 8/7/07 at 10:00 am I received a call from your company advising the tech was in route to my home and would be there in approximately 30 minutes. Now being that I wasn't aware of a tech coming out I called your company back and was told the tech was coming out to turn off the service, I told the rep I could not be home for this and was told the appointment was going to be rescheduled. 45 minutes later I got a call the tech was at my door and I wasn't home.
Later in the day on 8/7/07 I went to your lobby location in Alpharetta GA to try and get some assistance since I was tired of waiting on the phone to be hung up on (which happened multiple times, almost every time I called your company). The lobby was very busy and I waited in line for almost an hour and instead of causing a scene or marking anyone behind me wait while I told the whole story I just asked for a phone number where I could get some real help, I was given the phone number to your escalations department. At approximately 12:30 I called the escalations department and spoke with Tasha, she was very nice and listened to my story and said she would look into it and call me back later in the day. For the first time in my experience with your company someone finally called me back when they said they would! Tasha called me back and advised she had put in a ticket and due to the busy time of the year it was going to be another 3 days for it to be reviewed.

On 8/9/07 I received a call from Tasha who was conferenced in with your Provisioning department who was looking at my phone service. After reviewing the service they determined a tech did need to come out but due to an outage in my area Tasha could not schedule it at that time.
On 8/10/07 Tasha called me and set up an appointment for a tech to come out on 8/12/07 from 2pm to 5pm.
On 8/12/07 the tech arrived at my home at approximately 3pm and worked for about an hour but was finally able to get the phone to work by changing the EMTA again. At 5pm I realized my internet service was not working so I called your technical support line. After being on the phone for well over an hour I was finally told there was nothing they could do that day that they would put in a ticket and I should hear something within 3 days.
On 8/15/07 after not hearing form your company I called technical support again and this rep was able to fix my internet after about 90 minutes on the phone
At 10:17pm on 8/17/07 my daughter had a seizure and I grabbed my phone to call 911 and got a busy signal. I tried again, still didn't work. Thank goodness my cell phone was nearby otherwise my daughter may be permanently brain damaged.
On 8/18/07 I called technical support and advised them that I was now no longer to make outbound calls and all inbound calls went directly to voicemail. I was advised they put in a ticket and I would hear something within 24 hours. I also called this same day and left a voicemail for Tasha.
On 8/20/07 Tasha called me and I advised her I still had not heard from your company and she stated she would look into it and get back to me later that day. Again true to her word Tasha called me later that day and advised the problem had been fixed and should be working now.
So finally 6 weeks after having the original tech at my home for installation I have all of my services working. I now know why customers scream at customer service reps, it's a horrible experience. All of my dates may not be correct, but I'm sure you get the idea.
I want it understood I am not a customer who looks for unnecessary credits, in fact the only credit I asked for was for 1/2 a month of phone but Tasha issued a full month credit. I want you to see what a customer goes through to get their service and to understand that if I did not work for another cable company I would have long ago gone to another service provider. I understand the cable industry is under a lot of pressure right now from the competition so this type of experience not only hurts your company image but the industry as a whole. I am also hopeful I will receive some sort of acknowledgement that the letter has been received.


Since this letter was written I have moved, and what an experience that was. I was lied to, over charged, and my service is so spotty here I would switch to another provider if I did not work in this industry.....

Anonymous said...

I have to agree on the documentation. I was forced to do that last year when for 9 consecutive days when the temperature was above 80 degrees, I would loose cable until the temp cooled off (yet they set someone to change a splitter out in my house that knocked out my satellite). My only resolution was when I called Corporate and found that they sent some poor guy who lived right up the street from me, who discovered that every a signal regulator component had been incorrectly installed all over the neighborhood.

I also had an experience last night in which I reported a problem with my cable (I lost cable modem at 1:32 AM). Told Comcast they had a problem, they were willing to send a tech since there was no reported outage. I asked the rep how many people had to report a cable modem outage and he said that it wouldn't be until 6 people called in with a problem that they would consider it a outage area. I commented that my cable TV was out, and his response was that they would get someone on it right away. Funny they are like that - and they wonder why I have Dish for my TV.

Cheesesteak the Impaler said...

You may want to fully redact the second appearance of Lisa's account number. I don't know if that sort of info has any value in the world of cybercrime, but since it was redacted when it was first mentioned, it should probably be redacted in followup mentions, just to be on the safe side.

Anonymous said...

finally , an issue has roused my inert slumbering brain enough to get me to blog something.
Comcast have played this same sad catalogue of phone calls with me time after time on
"digital voice" " HSI and cable. they are , without fear of contradiction , the most incompetent, rude , timewasting monopoly ever created . And , for once, I even agree with Bob Garfield.

Player Hater *yo* said...

I hate Comcast too - but you people are losers, really. Hooray Lisa - you sound like a bitch in real life. Most of the other comments I've read here tonight are sad and pathetic. You people really need to get lives - or do something productive with your time. Do you really think that this whining will get you anywhere with theis mega-corporation?

Seriously, they don't care about you - they just want your money.

To the employees at Comcast reading this blog: Whether you love em' or hate em' you are employeed there. It IS INDEED A CHOICE. Leave - go somewhere else, do something else - your negative opinions and attitudes are what make comcast a shitty company to work FOR and/or do business with. You cannot win. PERIOD.

You want to change the world one mega-corporation at a time? REVOLT! UNIONIZE! ATTEND SHAREHOLDER MEETINGS! Cordially contact the CEO! GO TO THE MEDIA!

C'Mon people - don't you have anything better to do?

Nick said...

I agree that you must document every single call you ever have from this satanic company. I haven't dealt with them in two years since leaving Boston for New York, but suffice to say that EVERY single time they had an opportunity to mess up, they did.

In my case, they tried to charge me nearly a thousand dollars for a cable box when they misplaced the form that said they picked it up. Luckily, I had three witnesses (my apt's management company) that they picked up the box. It took me about three months and about 20 phone calls lasting a total of about 15 hours before they finally apologized for their incompetence.

One big suggestion - I used Skype when talking to them and bought Call Recorder. Then I played back comments from them during our calls. Amazingly, the reason I signed up for Skype and bought the call recorder was because of their gross incompetence.

Worst company in history. Really - worst.

Anonymous said...

I just switched from COMCAST to DISH network. Suddenly, I am in the 21st century. What a relief! Where I live (New Mexico), they don't have HD yet, and couldn't tell me when they would have it. I paid COMCAST the same as I paid on the East Coast, but didn't have "on demand". There was a 10 seconds delay in changing channels. They had more outages in a year than I ever had with a dish.

Cable guy said...

Ok so thats funny, When was the last time you called to get a credit when the power goes out. Think hard, MMMMMM Never, you people kill me with the credit this free that, gimme it all for free. And Mark calling with the smallest reason, people nothing better to do then call. My box is working we go out and you got the tv on the wrong channel. My internet is working, we go out, and guess what you didnt hook your router up right,

Anonymous said...

P.S. (and I'll comment on every subjects if I have to) This documentation of the account thing is new. A few years back this option wasn't available to us so god forbid someone forgets to leave a note on the account. This is besides the point. This is not the only way we can track what's going on. we do keep individual call logs on everyone's account, along with records of every single order and trouble call. We are not going to credit your account some large sum if your internet was down for a day, or one channel came in a little fuzzy, or your phone couldn't receive incoming calls for a say. If you calculate your monthly bill by the weeks in a month and by the days in a week you spend about 10.00 MAX on all three products a day. Don't be so damn greedy. It's simple math. A regular care rep can offer up to 24.00 in credit any amount higher gets escalated to a supervisor and gets credited immediately. From experience it sounds like Lisa was told that she would get credited a smaller amount than she wanted so she decided to cause a stink about it. We may be your provider but we're not your slaves. It's not like Lisa was even being cooperative and patient. If she really cared so deeply about getting what she really felt was fair don't you think she would have acted a little more respectful? Sounds like a professional spoiled brat who has done this before to me.

Anonymous said...

Comcast refuses to carry the Big Ten Network, so I switched to DirecTV. What the hell was I ever doing subscribing to Comcast prior to this? That was the best decision I EVER made. NFL Sunday Ticket is awesome, and so is the selection of college games every Saturday. If you're a sports fan who subscribes to Comcast, do yourself a favor and tell them thanks but no thanks.

Anonymous said...

The anonymous post from November 22, 2007 7:23 PM (a Comcast rep) had me laughing out loud. "Professional spoiled brat"? Ha! You have no idea that you made Lisa's point even better than she did.

"It's simple math"...positively Comcastic!

Anonymous said...

Damn straight. You know if someone was talking to you as she was the Comcast rep you would mouth off to her too. She's rude. That has nothing to do with Comcast. You have to be one twisted person to see it the other way around. This doesn't come down to Comcast vs Lisa. That wasn't my point. This is a person to person level and I think the Comcast rep did a very good job or treating Lisa like she was a princess, and Lisa still couldn't hold her monstrous self back. Just like the lady who created the comcastrocks blog site. her motto is love not hate and all these rotten customers bash on her for her spelling. Not once did the Comcast rep offend Lisa, while the whole time Lisa couldn't refrain from swearing and acting out of control. Comcast Reps are not out to get you. To be honest if Lisa were to talk like this on the streets to someone she would get popped in the face. We treat you like people. The least you could do is do it back. Maybe that way you'll get a little more out of what you want. seriously Grow up. What are we teenagers fighting in high school again.

Anonymous said...

You guys are fucking retarded. Grow some balls and move on. Tools.

Anonymous said...

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Anonymous said...

Besides jerk, what is your point? Do you even have one? I made Lisa's point even better than she did by calling her a spoiled brat? I'm trained to handle people like her. I, like this rep would have been nice to her and I would have done my job with whatever information was provided for me about her account. That has nothing to do with me calling it out like it is out side of work. This rep represented Comcast well and she did her job the best she could. God forbid she didn't give Lisa the world. God, How dare she treat Lisa like a person. I work for Comcast, yes. But that doesn't mean that I'm going ignore the fact that yes, Lisa needs to learn how to not flip out whenever she doesn't get what she wants. What proof can you offer that Lisa even deserved a huge credit? What information can you provide me to assure me Lisa was even right in this situation? From the information provided by Lisa what would you have done? What did Comcast do that was so wrong here? You have no idea what you're talking about. You handle situations like this and see how easy it is. I know if I were in Lisa's spot I would in no ways act like that and I most certainly would have explained my situation a little clearer to make it a little more easy to work with me. Put yourself in our spots. and you know what? I take it back. She may not be a spoiled brat. It's this site that's got me all riled up. all it is is starting a war over cable and it's not solving a damn thing. These people are fighting with people who don't deserve it because something didn't work out for them. It's life. It happens. If the ground pops up a little too high, you trip and break a leg are you going to base your whole life and time off of hating the ground? Seriously you guys need to move on. If you don't like Comcast and it's not working for you go somewhere else and drop it. That's what normal human beings do. A lot of people hate Verizon and what do they do? They go to Comcast. It works both ways. I have so much more to say but I honestly think it's pointless. I would just love to tear this page down. It's causing nothing but trouble and it's directing anger toward innocent people. get rid of your anger elsewhere. Go to counseling or something.

Anonymous said...

Its hard to tell if its an automaton.

Generally, i dont know of one that can do so much.

Its probably an indian call center.
It further saves comcast money because one indian can handle about 5+ customers at any given time.

An automaton wouldn't have spelling mistakes.
Bad grammar, yes, but spelling mistakes....

Anonymous said...

My boyfriend and I are currently going through a similar issue with Comcast. We just moved a little over a week agao and had Comcast set up the day after our move. We got quoted a price for internet & on demand of around $83 per month. We just got our bill yesterday and it was for about $190. Now as we were informed we were supposed to pay an installation fee of about $30 and one months bill of about $90. We called and they told us that we were never quoted for the package they told us. (the one about turning in your direct tv reciever) so the rep fixed it from here on out but told us that the bill was pro rated. we both work in customer service. we understand what pro rated means. but we were pro rated for the incorrect package. she said she would note our account and take the balance off. we have to call back today to see if that was accurate.

ChartWizard said...

I have experienced this EXACT same shell-game with these cons . . . And even if you do keep precise records with exact dates and time and specific names of individuals you spoke with, after you jump through all their hoops and they run out of BS, they will just "forget" to credit your account, then deny they ever said you would be credited or claim the person was not authorized making you go through it all again until you either give-up or they say "Well, this was 4-months ago and we can't do anything about it now, you should have called back then." . . . all the while making you sick with their obviously phoney "apologies" for everything while doing absolutely nothing to fix it. It is clearly a planned scam and they should be sued in a class-action for fraud.

Anonymous said...

Almost my exact conversation regarding and "OTG" credit - On Time Guarentee - of $20 I was promised after several missed and late appointments. Same exact go-nowhere conversation with the reps, "missing" notes even after I provided rep names, times and dates. Unfortunately I rent and have no alternative choice for cable in my building. Once I own, I will promptly drop Comcast. But the gvmt needs to do more to break up these monopolies.

Anonymous said...

I don't work for Comcast. I worked for years in customer service and technical support (high tech), though, and Lisa is what we'd call a customer from hell. Unprepared, angry leaning toward abusive, nothing documented, and expecting someone else to have all the facts.

If you have a problem with a product or service, and you call CS, *you* need to make notes! Write down the date and time of every contact, and the name and phone number of every person you contacted. Write it on the calendar if you need to.

I wouldn't be surprised if Lisa took out her frustration on Gene like she did to Vanessa, and he gave her a bunch of BS to get her off the phone, then deleted the call record. No it's not professional, but we're all human, and Customer Service reps are underpaid and have to put up with some serious bullshit. (Ever try walking someone through an operating system when they're so drunk they keep spilling their drink? Make a note, disconnect.

Here's a hint: if you need customer service, act like a customer you'd like to help!

Mr. Patrick J. said...

I have had so many of these exact interactions. Ever since Comcast assumed control over my Time Warner cable district, they have never been able to attribute my payments to my account. I'll get bills with different account numbers each month. I make payments which never get applied to my service, they terminate the service, i spend hours on the phone to get it restored. The best is when they require ME to document the payments I have submitted by sending them copies of the check they have already cashed. Today I am going through this charade again, and the phone menu system has changed. There is now no possible way to reach a live customer service person via phone at Comcast, any attempt to do this results in your call being routed to busy signal. It is hard to believe this is all sheer incompetence... my belief is customer service works much like claims processing at insurance companies " deny all claims until the policy holder simply gives up." I believe the entire system is engineered to frustrate and swindle customers - very intentionally. -- Patrick Moorhead, Philadelphia

Matt said...

The rep on the other end is human, I think she did fine considering the other rep may not have left any notes. FYI if you ever run into this ask for a supervisor, they have to get one for you.

Supervisors don't really want to get involved and can push through credits in order to get off the phone.

Anonymous said...

Lisa has my deepest sympathies. I despise Comcast with a passion. I used to have both Comcast DSL & Digital Cable but I canceled the DSL after only 2 months and switched to Verizon. Although I am no fan of Verizon their customer serice is a zillion times better than Comcast. I would switch my cable to, but like many customers it simply isn't possible. Anyone who's considering Comcast "digital phone" please do not do it! I have a good friend who has it and every time I speak to her it cuts off on us! It's worse than a pay phone! And every time I call Comcast customer sevice (1-800-COMCAST) why do I always get some ignorant ghetto employee who can barely speak, let alone type more than 2 words a minute? They can never find my account and they never want to be bothered! I am so glad there is this Web site !!

Anonymous said...

It actually was a supervisor.

Anonymous said...

i used to work for an outsourced company and we did customer service for comcast. Granted most of the problems could easily be fixed over the phone but other CAE's didnt seem to have the knowledge or the willingness to actually fix the problem. I dont know how many times i saw trucks rolled for no reason at all. As far as this conversation goes i understand why lisa is so frustrated and she should be if there was documentation on the acct at all the credit should have been given. Not to mention there should have been a credit issued for each time the tech didnt show up. Just another reason why comcast is a really wonderful company

ANN said...

user Ann_ has entered room


Ann(Wed Sep 24 2008 17:12:32 GMT-0500 (Central Daylight Time))>

I want to see if you were able to fix my internet. I called last night but i was told I would get a call back today


analyst Nathanial has entered room


Nathanial(Wed Sep 24 2008 17:12:37 GMT-0500 (Central Daylight Time))>

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

information.


Ann_(Wed Sep 24 2008 16:10:45 GMT-0500 (Central Daylight Time))>

hi


Nathanial(Wed Sep 24 2008 17:12:47 GMT-0500 (Central Daylight Time))>

Hello


Nathanial(Wed Sep 24 2008 17:12:54 GMT-0500 (Central Daylight Time))>

Phone number on the account please>


Ann_(Wed Sep 24 2008 16:11:01 GMT-0500 (Central Daylight Time))>

281 *** *****


Nathanial(Wed Sep 24 2008 17:13:11 GMT-0500 (Central Daylight Time))>

Could I please get you to verify your account info with the name and address?


Ann_(Wed Sep 24 2008 16:11:29 GMT-0500 (Central Daylight Time))>

*** ***** houston tx


Ann_(Wed Sep 24 2008 16:11:35 GMT-0500 (Central Daylight Time))>

Ann *******


Ann_(Wed Sep 24 2008 16:11:56 GMT-0500 (Central Daylight Time))>

(((ps I just entered all this info.. what was the point if I had to give it to you)))


Nathanial(Wed Sep 24 2008 17:14:25 GMT-0500 (Central Daylight Time))>

To have verifiation on the chat


analyst Archie has entered room


Nathanial(Wed Sep 24 2008 17:14:32 GMT-0500 (Central Daylight Time))>

Please wait, while the problem is escalated to another analyst


Ann_(Wed Sep 24 2008 16:12:30 GMT-0500 (Central Daylight Time))>

im not a happy camper right now. Comcast has the worst quality of service I have ever experienced.


analyst Nathanial has left room


Archie(Wed Sep 24 2008 17:14:54 GMT-0500 (Central Daylight Time))>

Hi! How are you today?


Ann_(Wed Sep 24 2008 16:13:00 GMT-0500 (Central Daylight Time))>

not good


Ann_(Wed Sep 24 2008 16:13:23 GMT-0500 (Central Daylight Time))>

I just want my internet service to work.


Ann_(Wed Sep 24 2008 16:13:41 GMT-0500 (Central Daylight Time))>

I have been going around in circles with comcast.. and im tired.


Archie(Wed Sep 24 2008 17:16:26 GMT-0500 (Central Daylight Time))>

I apologize for that Ann. Let me see what I can do to fix it.


Ann_(Wed Sep 24 2008 16:14:43 GMT-0500 (Central Daylight Time))>

Thanks


Archie(Wed Sep 24 2008 17:16:49 GMT-0500 (Central Daylight Time))>

Please allow me to check your account for any memos.


Ann_(Wed Sep 24 2008 16:15:08 GMT-0500 (Central Daylight Time))>

alright


Archie(Wed Sep 24 2008 17:17:31 GMT-0500 (Central Daylight Time))>

Thank you.


Archie(Wed Sep 24 2008 17:17:52 GMT-0500 (Central Daylight Time))>

By the way, did you call 1-888-COMCAST regarding this matter?


Ann_(Wed Sep 24 2008 16:16:30 GMT-0500 (Central Daylight Time))>

yes


Ann_(Wed Sep 24 2008 16:16:42 GMT-0500 (Central Daylight Time))>

last night.. I was on the phone with them for about an hour


Ann_(Wed Sep 24 2008 16:17:29 GMT-0500 (Central Daylight Time))>

Keith, the tech, said he was unable to close out the job order that was set. I did not need anyone to come to my apartment since i

already have cable


Ann_(Wed Sep 24 2008 16:18:08 GMT-0500 (Central Daylight Time))>

he tried for a good amount of time and finally he explained that he was escalating the situation to a higher level support and i would

receive a call back


Archie(Wed Sep 24 2008 17:20:14 GMT-0500 (Central Daylight Time))>

Ann, was the internet already installed? or the you ordered internet and the work order was not processed.


Ann_(Wed Sep 24 2008 16:18:54 GMT-0500 (Central Daylight Time))>

this is the what has already occured: seveal months ago, i ordered comcast online.


Ann_(Wed Sep 24 2008 16:19:07 GMT-0500 (Central Daylight Time))>

I recieved the kit and installed it with my own modem


Ann_(Wed Sep 24 2008 16:19:20 GMT-0500 (Central Daylight Time))>

it worked fine for about 2-3 weeks then it stopped


Ann_(Wed Sep 24 2008 16:19:59 GMT-0500 (Central Daylight Time))>

i called in and i was told it was an issue of my mac id not being release by motorolla and i had to wait 2 wks for the request to be

processed


Ann_(Wed Sep 24 2008 16:20:05 GMT-0500 (Central Daylight Time))>

this never occured.


Archie(Wed Sep 24 2008 17:22:09 GMT-0500 (Central Daylight Time))>

So its a self-install kit that you have there then.


Ann_(Wed Sep 24 2008 16:20:29 GMT-0500 (Central Daylight Time))>

i called in and they isntructed me that i had to get a comcast modem which they brough out.


Ann_(Wed Sep 24 2008 16:21:24 GMT-0500 (Central Daylight Time))>

my internet worked for period then i got a bill with an installation charge and needless to say i wasn't happy and i didn't pay. they

suspended my service.


Ann_(Wed Sep 24 2008 16:21:51 GMT-0500 (Central Daylight Time))>

i called in a few weeks ago and paid the freaking balance plus some deposit that I never know about.


Ann_(Wed Sep 24 2008 16:23:37 GMT-0500 (Central Daylight Time))>

they said my service would be back up in 24-48hrs which didn't happen.. ike came another appt was set for the 17 which they didn't

come out. then on 17 at 9 am some idiot called me to ask me if i was home.. which i wasn't and after reviewing the notes on the case

he came to the conclusion that i was advised that i didn't need to be home and rescheduled for the 22


Ann_(Wed Sep 24 2008 16:23:54 GMT-0500 (Central Daylight Time))>

____ so this is where I stand now.


Ann_(Wed Sep 24 2008 16:27:28 GMT-0500 (Central Daylight Time))>

hello are you there?


Archie(Wed Sep 24 2008 17:29:39 GMT-0500 (Central Daylight Time))>

Ann, did someone from the tech line confirmed that it is a technical problem?


Archie(Wed Sep 24 2008 17:30:08 GMT-0500 (Central Daylight Time))>

Did they scheduled you for another visit?


Ann_(Wed Sep 24 2008 16:28:16 GMT-0500 (Central Daylight Time))>

first it was a tech issue, then i was transfered to billing... so I DON"T KNOW


Archie(Wed Sep 24 2008 17:30:44 GMT-0500 (Central Daylight Time))>

Let me double check your bill.


Archie(Wed Sep 24 2008 17:30:48 GMT-0500 (Central Daylight Time))>

One moment.


Ann_(Wed Sep 24 2008 16:29:12 GMT-0500 (Central Daylight Time))>

Ann_(Wed Sep 24 2008 16:16:42 GMT-0500 (Central Daylight Time))>

last night.. I was on the phone with them for about an hour


Ann_(Wed Sep 24 2008 16:17:29 GMT-0500 (Central Daylight Time))>

Keith, the tech, said he was unable to close out the job order that was set. I did not need anyone to come to my apartment since i

already have cable


Ann_(Wed Sep 24 2008 16:18:08 GMT-0500 (Central Daylight Time))>

he tried for a good amount of time and finally he explained that he was escalating the situation to a higher level support and i would

receive a call back


Archie(Wed Sep 24 2008 17:35:19 GMT-0500 (Central Daylight Time))>

Ann, I have checked the memos from your previous conversation with our help line however, it is not clear to me what has been done

and what should be done. The best thing I can do is to trasfer you to your technical department and let them also check your bill, they

could possibly handle both issues.


Archie(Wed Sep 24 2008 17:36:08 GMT-0500 (Central Daylight Time))>

Is it okay with you?


Ann_(Wed Sep 24 2008 16:34:55 GMT-0500 (Central Daylight Time))>

NO! this is frustrating.. can you escalate this to a manager.


Ann_(Wed Sep 24 2008 16:36:06 GMT-0500 (Central Daylight Time))>

m absolutely fed up


Ann_(Wed Sep 24 2008 16:36:18 GMT-0500 (Central Daylight Time))>

I have wasted too much time with this.


Archie(Wed Sep 24 2008 17:38:37 GMT-0500 (Central Daylight Time))>

Basically, Ann, we are from Sales dept. I do have a manager however, she may not be able to assist you with the issue. I will be

forwarding you to another department who can handle technical issues.


Ann_(Wed Sep 24 2008 16:36:43 GMT-0500 (Central Daylight Time))>

I don't want to be transfered or called back... I just want the issue resolved


Ann_(Wed Sep 24 2008 16:37:17 GMT-0500 (Central Daylight Time))>

I just want this noted that I have been going around from one department from the other.


Archie(Wed Sep 24 2008 17:39:52 GMT-0500 (Central Daylight Time))>

Yes, to resolve the issue, Ann. The best thing I can do is to forward you, because we don't have a tool to check the internet problem

and complete billing details.


Archie(Wed Sep 24 2008 17:40:25 GMT-0500 (Central Daylight Time))>

Surely, I will put a note on our memos for them to read the concern.


Archie(Wed Sep 24 2008 17:41:10 GMT-0500 (Central Daylight Time))>

Can you hold so I can transfer you?


Ann_(Wed Sep 24 2008 16:39:13 GMT-0500 (Central Daylight Time))>

please forward if this is the case.. and if possible explain to the next tech what the issue is


Archie(Wed Sep 24 2008 17:41:59 GMT-0500 (Central Daylight Time))>

Thats noted Ann and I really apologize for this matter.


analyst Omar has entered room


Archie(Wed Sep 24 2008 17:43:15 GMT-0500 (Central Daylight Time))>

Please wait, while the problem is escalated to another analyst


Omar(Wed Sep 24 2008 17:43:24 GMT-0500 (Central Daylight Time))>

Ill be more than glad to help you!


analyst Archie has left room


Ann_(Wed Sep 24 2008 16:41:36 GMT-0500 (Central Daylight Time))>

thanks


Omar(Wed Sep 24 2008 17:44:33 GMT-0500 (Central Daylight Time))>

Are you having internet issues?


Ann_(Wed Sep 24 2008 16:43:02 GMT-0500 (Central Daylight Time))>

yes


Ann_(Wed Sep 24 2008 16:43:44 GMT-0500 (Central Daylight Time))>

are you able to see my convo with previous rep?


Omar(Wed Sep 24 2008 17:45:47 GMT-0500 (Central Daylight Time))>

Ann I do apologize but I'm tech for phone service but ill be more than glad to get a internet tech for you


Omar(Wed Sep 24 2008 17:45:56 GMT-0500 (Central Daylight Time))>

yes


Ann_(Wed Sep 24 2008 16:44:08 GMT-0500 (Central Daylight Time))>

this is unrealistic...


Ann_(Wed Sep 24 2008 16:44:31 GMT-0500 (Central Daylight Time))>

how about a manager on the Internet tech support team


Ann_(Wed Sep 24 2008 16:44:42 GMT-0500 (Central Daylight Time))>

not a rep------- A MANAGER


Omar(Wed Sep 24 2008 17:47:38 GMT-0500 (Central Daylight Time))>

I would be more than glad to get a Manager for you but it will take a minute or two.


Ann_(Wed Sep 24 2008 16:46:26 GMT-0500 (Central Daylight Time))>

that's fine..


Omar(Wed Sep 24 2008 17:48:42 GMT-0500 (Central Daylight Time))>

Thank you


Ann_(Wed Sep 24 2008 16:46:41 GMT-0500 (Central Daylight Time))>

this is better than wasting my day time minutes


Omar(Wed Sep 24 2008 17:53:52 GMT-0500 (Central Daylight Time))>

I do apologize for the wait im speaking to a manager now and im letting them know what's going on


Ann_(Wed Sep 24 2008 16:52:18 GMT-0500 (Central Daylight Time))>

ok, thanks


Omar(Wed Sep 24 2008 17:54:34 GMT-0500 (Central Daylight Time))>

your very welcome


Omar(Wed Sep 24 2008 17:57:10 GMT-0500 (Central Daylight Time))>

ok im going to go ahead and get you over to the manager


Ann_(Wed Sep 24 2008 16:55:56 GMT-0500 (Central Daylight Time))>

ok thanks again Omar


Omar(Wed Sep 24 2008 17:58:34 GMT-0500 (Central Daylight Time))>

your very welcome and i do apologize for the inconvenience


Ann_(Wed Sep 24 2008 16:56:47 GMT-0500 (Central Daylight Time))>

not your fault.. but thanks for trying to help


Omar(Wed Sep 24 2008 17:59:01 GMT-0500 (Central Daylight Time))>

Please wait, while the problem is escalated to another analyst


Nathanial(Wed Sep 24 2008 17:59:07 GMT-0500 (Central Daylight Time))>

Hello this is Nathaniel, I am the supervisor on the floor at the time


analyst Omar has left room


Nathanial(Wed Sep 24 2008 17:59:54 GMT-0500 (Central Daylight Time))>

So your are needing the internet service


Ann_(Wed Sep 24 2008 16:57:55 GMT-0500 (Central Daylight Time))>

Wasn't I speaking to you earlier?


Nathanial(Wed Sep 24 2008 18:00:02 GMT-0500 (Central Daylight Time))>

Correct?


Ann_(Wed Sep 24 2008 16:58:03 GMT-0500 (Central Daylight Time))>

Ann_(Wed Sep 24 2008 16:16:42 GMT-0500 (Central Daylight Time))>

last night.. I was on the phone with them for about an hour


Ann_(Wed Sep 24 2008 16:17:29 GMT-0500 (Central Daylight Time))>

Keith, the tech, said he was unable to close out the job order that was set. I did not need anyone to come to my apartment since i

already have cable


Ann_(Wed Sep 24 2008 16:18:08 GMT-0500 (Central Daylight Time))>

he tried for a good amount of time and finally he explained that he was escalating the situation to a higher level support and i would

receive a call back


Ann_(Wed Sep 24 2008 16:58:57 GMT-0500 (Central Daylight Time))>

are you the same rep I was speaking to earlier?


Nathanial(Wed Sep 24 2008 18:02:48 GMT-0500 (Central Daylight Time))>

No I am only taking my chats that are supervisor chats


Nathanial(Wed Sep 24 2008 18:03:17 GMT-0500 (Central Daylight Time))>

Was this escalated earlier?


Nathanial(Wed Sep 24 2008 18:04:47 GMT-0500 (Central Daylight Time))>

Have you called in to talk to a sales representative yet


Ann_(Wed Sep 24 2008 17:02:54 GMT-0500 (Central Daylight Time))>

user Ann_ has entered room
Nathanial(Wed Sep 24 2008 17:12:37 GMT-0500 (Central Daylight Time))


Ann_(Wed Sep 24 2008 17:03:34 GMT-0500 (Central Daylight Time))>

I spoke to sales who transfered me to phone tech support who transfered me to you


Ann_(Wed Sep 24 2008 17:04:04 GMT-0500 (Central Daylight Time))>

i will reposted my convo with sales.


Nathanial(Wed Sep 24 2008 18:06:03 GMT-0500 (Central Daylight Time))>

There are more than one Nathanial in the call center, unless you were escalated earlier


Ann_(Wed Sep 24 2008 17:04:40 GMT-0500 (Central Daylight Time))>

must be a small world to get to nathanials in one day


Nathanial(Wed Sep 24 2008 18:06:43 GMT-0500 (Central Daylight Time))>

Would you like me to get you over back with sales ?


Ann_(Wed Sep 24 2008 17:04:49 GMT-0500 (Central Daylight Time))>

no i don't need sales.


Ann_(Wed Sep 24 2008 17:04:58 GMT-0500 (Central Daylight Time))>

which department are you with


Ann_(Wed Sep 24 2008 17:05:00 GMT-0500 (Central Daylight Time))>

?


Nathanial(Wed Sep 24 2008 18:08:10 GMT-0500 (Central Daylight Time))>

I am the supervisor that is in charge of the hsi department


Ann_(Wed Sep 24 2008 17:06:26 GMT-0500 (Central Daylight Time))>

great!!!


Nathanial(Wed Sep 24 2008 18:08:51 GMT-0500 (Central Daylight Time))>

You issue is with the account that must be taking care of by sales


Ann_(Wed Sep 24 2008 17:06:51 GMT-0500 (Central Daylight Time))>

I will go ahead and repost the previous convo with previous reps if you do not have access to them


Ann_(Wed Sep 24 2008 17:07:13 GMT-0500 (Central Daylight Time))>

I have an account already


Ann_(Wed Sep 24 2008 17:07:24 GMT-0500 (Central Daylight Time))>

what is my issue... just so I can know


Nathanial(Wed Sep 24 2008 18:09:29 GMT-0500 (Central Daylight Time))>

What is the account number?


Ann_(Wed Sep 24 2008 17:07:47 GMT-0500 (Central Daylight Time))>

don't have the actual number but you can use my phone number


Ann_(Wed Sep 24 2008 17:07:49 GMT-0500 (Central Daylight Time))>

281 *** *****


Ann_(Wed Sep 24 2008 17:09:01 GMT-0500 (Central Daylight Time))>

will the phone number work?


Nathanial(Wed Sep 24 2008 18:11:18 GMT-0500 (Central Daylight Time))>

Yes


Nathanial(Wed Sep 24 2008 18:11:28 GMT-0500 (Central Daylight Time))>

The account shows to be closed


Ann_(Wed Sep 24 2008 17:10:14 GMT-0500 (Central Daylight Time))>

that isn't possible... I have a modem at home that i have had for months now


Ann_(Wed Sep 24 2008 17:10:39 GMT-0500 (Central Daylight Time))>

do you show that i made a 262 dollar payment about 2-3 weeks ago?


Ann_(Wed Sep 24 2008 17:10:51 GMT-0500 (Central Daylight Time))>

can you use my address?


Ann_(Wed Sep 24 2008 17:11:12 GMT-0500 (Central Daylight Time))>

TX 77042


Nathanial(Wed Sep 24 2008 18:13:24 GMT-0500 (Central Daylight Time))>

Meaning that sales needs to open a new account in the address that you are in,


Ann_(Wed Sep 24 2008 17:11:41 GMT-0500 (Central Daylight Time))>

how can you guys take money for an account that does not exist.


Nathanial(Wed Sep 24 2008 18:13:50 GMT-0500 (Central Daylight Time))>

Since the account was closed for some reason it can not be reopened


Nathanial(Wed Sep 24 2008 18:14:13 GMT-0500 (Central Daylight Time))>

We have to make a new one and transfer the info over


Ann_(Wed Sep 24 2008 17:12:19 GMT-0500 (Central Daylight Time))>

if you can't help me.. let me speak to your supervisor.. this is unreal


Ann_(Wed Sep 24 2008 17:12:35 GMT-0500 (Central Daylight Time))>

it's taking 3 weeks for someone to tell me this?


Ann_(Wed Sep 24 2008 17:13:11 GMT-0500 (Central Daylight Time))>

last night i was on the phone for an hours with keith, he said the issue was a job order that he wasn't able to close.


Nathanial(Wed Sep 24 2008 18:15:14 GMT-0500 (Central Daylight Time))>

Like I said let me get you to sales and get a sales supervisor


Ann_(Wed Sep 24 2008 17:13:49 GMT-0500 (Central Daylight Time))>

do you have an emplyee number, or a way to distinguish you from other Nathanials?


Nathanial(Wed Sep 24 2008 18:16:38 GMT-0500 (Central Daylight Time))>

Nathanial 32739


Nathanial(Wed Sep 24 2008 18:16:48 GMT-0500 (Central Daylight Time))>

This is a phone id


Nathanial(Wed Sep 24 2008 18:17:06 GMT-0500 (Central Daylight Time))>

That will refer back to me


Ann_(Wed Sep 24 2008 17:15:12 GMT-0500 (Central Daylight Time))>

thank you. Can you please explain what is going on to the next person


Ann_(Wed Sep 24 2008 17:15:18 GMT-0500 (Central Daylight Time))>

thansk


Ann_(Wed Sep 24 2008 17:15:23 GMT-0500 (Central Daylight Time))>

s/ thanks


Nathanial(Wed Sep 24 2008 18:17:28 GMT-0500 (Central Daylight Time))>

Yes one sec


Nathanial(Wed Sep 24 2008 18:25:25 GMT-0500 (Central Daylight Time))>

Please wait, while the problem is escalated to another analyst


analyst Jessica has entered room


Jessica(Wed Sep 24 2008 18:25:31 GMT-0500 (Central Daylight Time))>

Thank you for contacting Comcast. This is Jessica. How may I help you today?


analyst Nathanial has left room


Jessica(Wed Sep 24 2008 18:25:51 GMT-0500 (Central Daylight Time))>

Hello Ann!


Jessica(Wed Sep 24 2008 18:25:52 GMT-0500 (Central Daylight Time))>

Are you a new customer?


Ann_(Wed Sep 24 2008 17:23:55 GMT-0500 (Central Daylight Time))>

nope


Ann_(Wed Sep 24 2008 17:24:07 GMT-0500 (Central Daylight Time))>

are you manager?


Jessica(Wed Sep 24 2008 18:26:39 GMT-0500 (Central Daylight Time))>

No, I am not Ann. I am a sales representative.


Ann_(Wed Sep 24 2008 17:24:44 GMT-0500 (Central Daylight Time))>

((((((Nathanial(Wed Sep 24 2008 18:15:14 GMT-0500 (Central Daylight Time))>

Like I said let me get you to sales and get a sales supervisor )))))


Ann_(Wed Sep 24 2008 17:24:59 GMT-0500 (Central Daylight Time))>

I should be speaking to a supervisor ---as you can see.


Ann_(Wed Sep 24 2008 17:25:38 GMT-0500 (Central Daylight Time))>

but none the less. I should have an account my address is Houston TX 77042


Ann_(Wed Sep 24 2008 17:25:54 GMT-0500 (Central Daylight Time))>

i should have an account that you guys bill me for that i just paid 262 dollars toward


Jessica(Wed Sep 24 2008 18:28:29 GMT-0500 (Central Daylight Time))>

May I please know the date that you sign up for service?


Ann_(Wed Sep 24 2008 17:26:38 GMT-0500 (Central Daylight Time))>

about six months ago


Jessica(Wed Sep 24 2008 18:28:57 GMT-0500 (Central Daylight Time))>

I see.


Jessica(Wed Sep 24 2008 18:29:03 GMT-0500 (Central Daylight Time))>

Let check this for you.


Jessica(Wed Sep 24 2008 18:29:05 GMT-0500 (Central Daylight Time))>

Can I have your account number, please?


Ann_(Wed Sep 24 2008 17:27:36 GMT-0500 (Central Daylight Time))>

i'm at work and thus don't have it.. but i have a bill at home


Jessica(Wed Sep 24 2008 18:29:53 GMT-0500 (Central Daylight Time))>

It is okay.


Jessica(Wed Sep 24 2008 18:30:26 GMT-0500 (Central Daylight Time))>

May you verify with me your address, please?


Ann_(Wed Sep 24 2008 17:28:56 GMT-0500 (Central Daylight Time))>

houston tx 77042


Jessica(Wed Sep 24 2008 18:31:06 GMT-0500 (Central Daylight Time))>

Thank you very much.


Ann_(Wed Sep 24 2008 17:29:12 GMT-0500 (Central Daylight Time))>

soorry that was 9850


Jessica(Wed Sep 24 2008 18:32:05 GMT-0500 (Central Daylight Time))>

Ann, I see here that the address you entered is a part of a bulk account where your apartment or condominium complex has already

established some level of service at your address. If you have questions regarding this arrangement, the property manager at your

location can provide additional information.


Jessica(Wed Sep 24 2008 18:32:10 GMT-0500 (Central Daylight Time))>

Would that be okay?


Ann_(Wed Sep 24 2008 17:31:07 GMT-0500 (Central Daylight Time))>

are you kidding me???????!


Ann_(Wed Sep 24 2008 17:31:15 GMT-0500 (Central Daylight Time))>

I PAY FOR THE INTERNET


Jessica(Wed Sep 24 2008 18:33:46 GMT-0500 (Central Daylight Time))>

Yes, I understand that.


Ann_(Wed Sep 24 2008 17:31:45 GMT-0500 (Central Daylight Time))>

281 *** ***** try that number...


Ann_(Wed Sep 24 2008 17:31:50 GMT-0500 (Central Daylight Time))>

for my account


Jessica(Wed Sep 24 2008 18:34:09 GMT-0500 (Central Daylight Time))>

I can see that here.


Jessica(Wed Sep 24 2008 18:34:18 GMT-0500 (Central Daylight Time))>

Let me check on this further.


Jessica(Wed Sep 24 2008 18:35:50 GMT-0500 (Central Daylight Time))>

Yes, it is Ann. The address you have is a part of a bulk dwelling.


Ann_(Wed Sep 24 2008 17:34:23 GMT-0500 (Central Daylight Time))>

ok.. sow that does have to do with my internet account which i got in my name and pay from my account with money i work for?


Ann_(Wed Sep 24 2008 17:34:34 GMT-0500 (Central Daylight Time))>

im tired of this crap


Ann_(Wed Sep 24 2008 17:34:59 GMT-0500 (Central Daylight Time))>

if you guys cannot set this up I would like the 262 that i paid two weeks ago back to my account.


Jessica(Wed Sep 24 2008 18:37:53 GMT-0500 (Central Daylight Time))>

I can see that you paid that amount, Ann.


Jessica(Wed Sep 24 2008 18:39:11 GMT-0500 (Central Daylight Time))>

Ann, I would just like to confirm your concern on this.


Ann_(Wed Sep 24 2008 17:37:25 GMT-0500 (Central Daylight Time))>

for what then.. the guy before me said i don't even have an account


Jessica(Wed Sep 24 2008 18:40:12 GMT-0500 (Central Daylight Time))>

I can see your name on this address, Ann. However, the address you have is a part of a bulk account.


Jessica(Wed Sep 24 2008 18:40:32 GMT-0500 (Central Daylight Time))>

I can only process orders for residential dwelling here at my end.


Ann_(Wed Sep 24 2008 17:38:46 GMT-0500 (Central Daylight Time))>

so let me guess..


Ann_(Wed Sep 24 2008 17:38:52 GMT-0500 (Central Daylight Time))>

you are going to transfer me


Ann_(Wed Sep 24 2008 17:38:54 GMT-0500 (Central Daylight Time))>

?


Ann_(Wed Sep 24 2008 17:39:18 GMT-0500 (Central Daylight Time))>

what is your id number?


Jessica(Wed Sep 24 2008 18:41:21 GMT-0500 (Central Daylight Time))>

Please contact your property manager on this matter. Or you may call 1-800 Comcast.


Ann_(Wed Sep 24 2008 17:39:37 GMT-0500 (Central Daylight Time))>

i called 1-800 Comcast. last night


Ann_(Wed Sep 24 2008 17:39:42 GMT-0500 (Central Daylight Time))>

they were unable to help me


Ann_(Wed Sep 24 2008 17:39:56 GMT-0500 (Central Daylight Time))>

my property only pays for the cable not the internet


Ann_(Wed Sep 24 2008 17:40:04 GMT-0500 (Central Daylight Time))>

they have nothing to do with this.


Ann_(Wed Sep 24 2008 17:40:33 GMT-0500 (Central Daylight Time))>

i didn't get the internet through them, i got it from comcast, on line at that


Jessica(Wed Sep 24 2008 18:44:39 GMT-0500 (Central Daylight Time))>

Let me check on this further.


Jessica(Wed Sep 24 2008 18:45:40 GMT-0500 (Central Daylight Time))>

Ann, as I reviewed your account, it states here that your internet service is not working well, am I right?


Ann_(Wed Sep 24 2008 17:45:03 GMT-0500 (Central Daylight Time))>

yes


Jessica(Wed Sep 24 2008 18:47:16 GMT-0500 (Central Daylight Time))>

Okay.


Jessica(Wed Sep 24 2008 18:48:14 GMT-0500 (Central Daylight Time))>

It states here that there is an unrecovered equipment and has a delinquent balance. May I please know the date you made your last

payment on this Ann?


Ann_(Wed Sep 24 2008 17:46:33 GMT-0500 (Central Daylight Time))>

the week before last


Ann_(Wed Sep 24 2008 17:46:39 GMT-0500 (Central Daylight Time))>

not sure the date


Ann_(Wed Sep 24 2008 17:46:46 GMT-0500 (Central Daylight Time))>

it was for about $262


Jessica(Wed Sep 24 2008 18:48:50 GMT-0500 (Central Daylight Time))>

I see.


Jessica(Wed Sep 24 2008 18:49:21 GMT-0500 (Central Daylight Time))>

Thank you for the information.


Jessica(Wed Sep 24 2008 18:49:52 GMT-0500 (Central Daylight Time))>

Here is what we need to do on this Ann.


Ann_(Wed Sep 24 2008 17:48:16 GMT-0500 (Central Daylight Time))>

ok...


Jessica(Wed Sep 24 2008 18:50:52 GMT-0500 (Central Daylight Time))>

Since you already made a payment, you can have your internet back.


Jessica(Wed Sep 24 2008 18:51:46 GMT-0500 (Central Daylight Time))>

And for you to have it reactivated, you need to contact again your property manager since the address you have is as part of a bulk

dwelling.


Jessica(Wed Sep 24 2008 18:52:14 GMT-0500 (Central Daylight Time))>

I understand that you got your internet at Comcast, Ann.


Jessica(Wed Sep 24 2008 18:52:44 GMT-0500 (Central Daylight Time))>

However, there is a certain step or procedure to take so that you can have your internet on top of this address.


Jessica(Wed Sep 24 2008 18:53:01 GMT-0500 (Central Daylight Time))>

The company manager can help you with this.


Jessica(Wed Sep 24 2008 18:53:43 GMT-0500 (Central Daylight Time))>

I would really love to process your internet, however my tools here at my end are limited only to residential dwelling.


Ann_(Wed Sep 24 2008 17:52:09 GMT-0500 (Central Daylight Time))>

you know what, have a good night.


Ann_(Wed Sep 24 2008 17:52:32 GMT-0500 (Central Daylight Time))>

this is not going anywhere. I have spoke to five people with five different solutions.


Jessica(Wed Sep 24 2008 18:54:36 GMT-0500 (Central Daylight Time))>

Is there anything else that I can assist you further?


Ann_(Wed Sep 24 2008 17:52:44 GMT-0500 (Central Daylight Time))>

futher.. I haven't gotten any help.