Monday, October 11, 2010

Thanks Comcast!

Apparently I have a bundle
I am currently waiting for Comcast to put last night's episode of Mad Men On Demand and will soon have blog posts on Mad Men and tonight's Dancing With the Stizzies (probably Wednesday).

In the meantime, below is an actual transcript from a chat session with Comcast's customer service last week after I failed to get through to them on the phone:


user Evan_ has entered room

Evan(Fri Oct 08 2010 10:48:44 GMT-0400 (Eastern Daylight Time))>
want to talk about my bill / change service and the fact that no
one answers the phone at 1-800-comcast

analyst Eugene has entered room

Eugene(Fri Oct 08 2010 10:48:47 GMT-0400 (Eastern Daylight Time))>
Hello Evan_, Thank you for contacting Comcast Live Chat Support. 
My name is Eugene. Please give me one moment to 
review your information.

Evan(Fri Oct 08 2010 10:48:44 GMT-0400 (Eastern Daylight Time))>
Hi Eugene.

Eugene(Fri Oct 08 2010 10:48:50 GMT-0400 (Eastern Daylight Time))>
It is a pleasure to have you on chat! First of all, 
I apologize for whatever inconvenience the issue has 
caused you but I'll be more than happy to resolve it for you. 
I hope you haven't waited so long to be assisted. 
How's your day so far?

Eugene(Fri Oct 08 2010 10:49:21 GMT-0400 (Eastern Daylight Time))>
I will be glad to assist you with that.

Evan(Fri Oct 08 2010 10:48:44 GMT-0400 (Eastern Daylight Time))>
I didn’t say anything.

Eugene(Fri Oct 08 2010 10:51:04 GMT-0400 (Eastern Daylight Time))>
May I know what is your question regarding your bill

Evan_(Fri Oct 08 2010 10:51:41 GMT-0400 (Eastern Daylight Time))>
i actually want to talk to someone on the phone, 
you know, hear a human's voice.

Evan_(Fri Oct 08 2010 10:51:52 GMT-0400 (Eastern Daylight Time))>
is there someone (you?) who could please call me?

Evan_(Fri Oct 08 2010 10:51:57 GMT-0400 (Eastern Daylight Time))>
xxx-xxx-5485

Eugene(Fri Oct 08 2010 10:52:20 GMT-0400 (Eastern Daylight Time))>
I understand Evan, but I am a chat support analyst, 
we can't do that,you can only call our 
direct number 1-800-266-2278
Thanks Eugene!

Evan_(Fri Oct 08 2010 10:52:57 GMT-0400 (Eastern Daylight Time))>
tried that, they cant connect
the call. No one is available
to speak with me. 

Evan_(Fri Oct 08 2010 10:54:15 GMT-0400 (Eastern Daylight Time))>
do you have the ability to 
change our bill / 
switch our service?

Eugene(Fri Oct 08 2010 10:54:48 GMT-0400 (Eastern Daylight Time))>
What do you mean switch 
service? you mean you 
want to upgrade your
service or downgrade?

Evan_(Fri Oct 08 2010 10:55:30 GMT-0400 (Eastern Daylight Time))>
not sure ... either

Eugene(Fri Oct 08 2010 10:56:08 GMT-0400 (Eastern Daylight Time))>
As I have checked your account Evan, 
you have a bundle service

Eugene(Fri Oct 08 2010 10:56:10 GMT-0400 (Eastern Daylight Time))>
I see here that you have our bundle. 
 
Evan_(Fri Oct 08 2010 10:51:52 GMT-0400 (Eastern Daylight Time))>
okay, so we have a bundle.
 
Eugene(Fri Oct 08 2010 10:56:10 GMT-0400 (Eastern Daylight Time))>
Just a heads up, 
as a cable chat analyst, I would be unable to make changes 
to your bundle. Do not worry, you would only need to call 
for changes to be done. What I will be able to do for you
is offer any information to assist you in the change you 
would like to make. As a cable chat analyst, 
my tools are limited to services individually placed 
on the account. What I will also do is make a notation
for you in your account that you are looking for promotions.

Evan_(Fri Oct 08 2010 10:59:14 GMT-0400 (Eastern Daylight Time))>
yeah, the fact that i'd still have to call brings
me back to the original problem of not being able
to connect with you guys.

Eugene(Fri Oct 08 2010 11:00:15 GMT-0400 (Eastern Daylight Time))>
I am sorry to hear that Evan, but for your issue 
really needs to processed by calling the number 
or you can also try to visit the 
nearest local office in your area.

Evan_(Fri Oct 08 2010 11:00:45 GMT-0400 (Eastern Daylight Time))>
awesome!

Evan_(Fri Oct 08 2010 11:00:48 GMT-0400 (Eastern Daylight Time))>
see ya

Eugene(Fri Oct 08 2010 11:00:55 GMT-0400 (Eastern Daylight Time))>
Have a great day!

2 comments: