My wife says I am not very good at giving people (or restaurants, businesses, etc.) second chances if they give a bad first impression. She's right, but occasionally I will give a chance for a second first impression if someone/somewhere says they've changed (hired new chefs, come under new management, changed business practices). So today I gave Comcast that second chance. Unhappy with the amount we are paying for cable service I surfed over to their website and looked at the packages they offer. After choosing the one that fit us best I started a chat session (part of the process in upgrading a package online) with a "customer service specialist". Below is what ensued, enjoy.
user Christopher_ has entered room
Christopher>Order Information
analyst Ronald has entered room
Ronald>Hello Christopher_, Thank you for contacting Comcast Live Chat Support. My name is Ronald. Please give me one moment to review your information.
Ronald>Welcome to COMCAST! You have reached the Order fulfillment department. We appreciate your time and interest in signing up with Comcast. I will be happy to complete your order today.
Christopher_>Will do,I already have HD triple play service through comcast, will you waive the one time installation fee considering this?
Ronald>I apologize, Christopher. As much as I want to waive the install fee for you, but I cant.
Christopher_>What does the installation fee cover?
Ronald>I understand you are interested in HD Preferred XF Triple Play with iPod touch for $119.99 for 12 months, Am I correct?
Christopher_>Mostly I'm interested in what the installation fee covers. Do you know?
Ronald>The install fee will cover putting up the service by our technicians in you address.
Christopher_>What if I already have service?
Ronald>May I have your account number.
Christopher_>I don't know it off the top of my head and don't have a bill in front of me. What if I already have service?
Ronald>What is your current service?
Christopher_>Triple play
Christopher_>HD basic triple play that the promo expired a while ago
Ronald>Then there will be no install fee, I'll just upgrade your service.
Christopher_>will it change my phone number?
Ronald>No, since that number is from Comcast.
Christopher_>Since Comcast bills one month in advance how will billing be handled if I changed my service? Would I get a refund (pro-rated) for what we currently have and then billed for the lesser amount of the new or what?
Ronald>That will be pro-rated.
Christopher_>As in a refund would be pro rated?
Christopher_>?
Ronald>By the way, you are not eligible for I pod touch since its for new customers only.
Christopher_>Well that sucks. What about my question...will a pro-rated refund be issued for what amount of service I have paid for but not used this billing period?
Ronald>Christopher, if there will be any changes made on your account that will affect your bill. We only billed the service that you have used. We don't do give out refunds. We apply it to your next bill if there are any amount unused.
Christopher_>okay. Another question - We have a TiVo (using 2 Comcast cable card decoders) currently. If we change our service will the TiVo be affected in any way (i.e. will it stop working and I have to call customer service 10 times like I did to get them working the first time?
Ronald>Yes, you are correct.
Ronald>Since the cable service you have ordered is an upgrade.
Ronald>So, shall we proceed with the order?
Christopher_>That it will work or that I will have to call customer service?
Christopher_> in reference to your reply "Yes, you are correct"
Ronald>If it still doesn't work in 24 hours, you have to call customer service.
Christopher_>So are you saying that it is not going to work?
Christopher_>?
Ronald>No, the service will still work.
Christopher_>My TiVo will work as it does now without having to call "customer service"?
Christopher_>Sorry I keep repeating, it just seems that your answers are a little vague.
Ronald>Yes, Christopher. You are correct.
Christopher_>okay, thanks
Christopher_>What is the total cost (taxes & fees) for the service we are talking about?
Ronald>Shall we proceed with the order?
Christopher_>And what all does this include?
Christopher_>Total Price & what is included for that price?
Ronald>One moment please.
Christopher_>10-4
Ronald>Christopher, after checking your account I see here that you already have the three Comcast services. We can upgrade you to the HD Preferred XF Triple Play, however, you will be getting it in a regular price.
Christopher_>What is the regular price?
Christopher_>Like you said though... I have "basic service" so I would be upgrading and therefore should be eligible for the promotional price, right?
Ronald>But you already have the three services, thus you cannot have the promotional rate anymore, instead you will be having the regular price of HD Preferred XF Triple Play.
Christopher_>But I have the basic level triple play, not the XF preferred or whatever this is that we're looking at, right?
Ronald>You have Starter Triple Play, and it includes the 3 services in a promotional rate.
Christopher_>but i'm not getting a promo rate
Ronald>The regular price of HD Preferred XF Triple Play is for $144.99/ month.
Christopher_>Would this not be an upgrade from what I have now?
Ronald>Yes, you can upgrade it to HD Preferred XF Triple Play in regular price.
Christopher_>Your website says I can upgrade for the promotional price
Ronald>Offer ends 8/15/10 and is limited to new residential customers or current customers satisfying eligibility criteria. Not available in all areas. Requires subscription to Digital Preferred with HD and Starz, Performance Internet and Comcast Digital Voice® Unlimited service. After first 12 months, monthly charge goes to $134.99 for months 13-24. After 24 months, or if any service is cancelled or downgraded, regular rates apply. Comcast’s current monthly service charge for the HD Preferred XF Triple Play is $149.99. Free HD equipment and access, TV service and Internet service limited to a single outlet. Equipment, installation, taxes, franchise fees, the Regulatory Recovery Fee and other applicable charges (e.g., per-call or international charges) extra. May not be combined with other offers. TV: Basic service subscription required to receive other levels of service. On Demand selections subject to charge indicated at time of purchase. HD choices include HD channel lineup and HD programm
Ronald>ing available On Demand. Not all programming available in all areas. Internet: Speed comparison between Comcast 6 Mbps or 12 Mbps (where available) service and standard 1.5 Mbps DSL (downloads only). Actual speeds vary and are not guaranteed.
Ronald>That is the terms and conditions.
Christopher_>so what is the "eligibility criteria" for us "current customers"
Christopher_>?
Ronald>We can upgrade your service, however you will get the regular price.
Christopher_>but what is the eligibility criteria for current customers?
Christopher_>i.e. -- you must have service for 12 months prior, payed your bill on time, own a golden retriever with a purple tongue, etc...
Christopher_>are there rules like that?
Christopher_>that you can tell me
Ronald>For current customers you must only have 1 or 2 service to be eligible for the HD Preferred XF Triple Play in its promotional price.
Christopher_>by the way - I was being factitious about the Golden Retriever...I'm partial to German Shepard's anyway.
Christopher_>one or two as in only phone & internet or only tv & phone or some other combo?
Christopher_>or you must have at least one or two services already?
Christopher_>Where does it say that? I didn't see that note. Just wondering.
Ronald>Yes, you are correct, Christopher. To have the promotional price of HD Preferred XF Triple Play, you must have either 1 or 2 services.
Ronald>That is the company policy, Christopher.
Christopher_>I have one or two...i have phone & internet, and I have phone & cable.
Christopher_>Where is the policy stated or is it an "unwritten rule"?
Ronald>But all in all you have 3 services, Am I correct?
Christopher_>Yes, but I also have 2 services, correct?
Christopher_>j/k, but seriously, where is that policy written (link to it?)?
Ronald>Christopher, that's why you are routed to use to see if you are eligible for the services that you ordered.
Christopher_>So its your call as to whether I'm eligible?
Christopher_>There are no written eligibility requirements I can read?
Ronald>I'm just following the companies policy, Christopher. I understand your concern, as much as I want to give you the promotional price of HD Preferred XF Triple Play, but I cant.
Christopher_>So are you saying there is no written eligibility requirements that I could look at? Is it just your call? If it's just your call I would think you COULD give me the promo price...that is if you WANTED to.?
Ronald>I apologize, Christopher. I cant give you the promotional price because you are not eligible.
Christopher_>It doesn't say anything like that in the "terms and conditions". Can I please see the eligibility requirements?
Christopher_>you don't have to type them, if you will just give me a link or point me to them I will switch over and look real quick
Ronald>One moment, I will double check on that.
Christopher_>Thanks Ronald
Ronald>If you have any questions regarding that, Christopher. You can call 1-800-COMCAST.
Ronald>They will certainly help you with your concern.
Christopher_>So you don't have any eligibility requirements on hand?
Christopher_>I seriously doubt that 1-800-comcast would help...have you ever had to call them? Talk about getting the run around.
Christopher_>Always trying to avoid answering questions and pushing you off on someone else because they "are just peons" and don't know anything. Seriously I was told that by more than one person.
Christopher_>So, you don't have or know the eligibility requirements?
Ronald>Christopher, as much as I'd like to give you the promotion. However we have a policy to follow. I can only do as much.
Christopher_>I understand that...but I'm just asking to see the "policy" or the "eligibility requirements". Am I not allowed to see these or do they not exist?
Christopher_>Ronald, you still there?
Ronald>Yes, Cristopher.
Christopher_>So....Am I not allowed to see these or do they not exist?
Ronald>1-800-COMCAST will give you all the information that you need.
Christopher_>Why can't you? Since I'm talking to you now?
Christopher_>I would assume you have the "policy" you spoke?
Christopher_>but you know what they say about assumptions
Ronald>I only have limited information on my hand. 1-800-COMCAST will satisfy all the information you need.
Ronald>Please do call 1-800-COMCAST to satisfy all your concerns.
Christopher_>How did you know about the eligibility requirements if you don't have that information on hand?
Christopher_>What is the difference between you and 1-800-Comcast?
Ronald>I already informed you about that, Christopher.
Christopher_>Sorry, i must of missed it, would you mind reiterating?
Ronald> They cater to existing customers if they have questions on eligibility.
Christopher_> you don't?
Ronald> For current customers you must only have 1 or 2 service to be eligible for the HD Preferred XF Triple Play in its promotional price.
Christopher_>Yes, i remember you saying that...do you remember me asking for where the eligibility requirements are written??
Christopher_>Ronald, I feel like we're spinning our wheels a little...
Ronald>Christopher, I already informed you of the eligibility of the promotion. I do understand your concern, however if giving you these promotion will not cost my job, I already give it to you. I'm only following company policy. Again, I can only do as much.
Christopher_>Ronald, I'm not concerned with getting the promotion as much as I am seeing the eligibility requirements. I feel like they should be listed to avoid wasting both yours and my time talking back and forth about something that seems not to exist other than in your mind. Do you agree?
Ronald>Yes, I do understand.
Christopher_>Okay Ronald, time has expired on this exercise. My name is Rachel Johnson, I work in Comcast customer service and part of our new initiative to revamp our image involves auditing the online help sessions we are participating in. Overall you did well following your training but there are a few things we need to work on. Your supervisor will get a copy of my report by Thursday and will sit down with you at the next available time to discuss. Thank you for your cooperation in this exercise!
Ronald>You are most welcome, Rachel.
Christopher_>Have a great rest of your day and please cancel any order you had started under the name Christopher Cole. Thanks again.
Ronald>You too. Thank you. Take care.
Ronald>God bless!
Hopefully you see the humor in this and don't just think I'm an A-hole to customer service people. I thought of a few different ways to end the conversation but decided the way I left it would keep him wondering for at least a week or two when his boss was going to come talk with him.
