analyst Roselima has entered room
Roselima: Hello Ken, Thank you
for contacting Comcast Live Chat Support. My name is Roselima. Please give me
one moment to review your information.
Roselima: It's a pleasure having
you here on this chat. How are you doing today?
Ken: Not bad. I tried to sign
up with this promotion earlier today and it was not set up correctly.
Ken: Can you please apply this
promotion.
Ken: I want the blast plus as
I have submitted
Roselima: That is not good to
hear. However, I am here to assist you with all your concerns today.
Ken: with hbo free for 6
months.
Roselima: Let me go ahead and
pull up your account.
Roselima: Thank you so much for
your loyalty! To protect your account I will need to verify some additional
information. Would you please provide me with the last 4 digits of your social
security number?
Ken: I have all the equipment
so I don't need you to send anything.
Ken: They gave it to me at the
office today
Ken: 3342
Roselima: Thank you so much for
verifying your account.
Roselima: Let me go ahead and
double check that one for you.
Ken: If you could cancel what
they did today, I just want this package
Roselima: May I ask if you went
to your nearest Local Office to pick up the equipment?
Ken: I did.
Ken: They promised me i was
getting this package.
Roselima: Thank you for
confirming.
Roselima: As what I am seeing
here, you ordered Blast Plus for $49.99/mo for the first 6 months and it is
added already in your account.
Ken: The agent insisted I was
getting blast plus for 39.99
Roselima: Oh! I see.
Ken: If that is what you are
seeing, please cancel that and put through what is in the shopping cart.
Ken: what is in the shopping
cart is blast plus for 39.99 with HBO
Roselima: Thank you for that
information. I appreciate it.
Roselima: May I ask if the
services are already activated on your end?
Ken: they are not
Roselima: Thank you for that
information. I appreciate it.
Ken: the box is not plugged in
yet
Roselima: Let me double check
everything for you here on my end.
Roselima: Please bear with me.
Roselima: May I ask if the order
was placed via online?
Ken: So we are chatting
because I just ordered service online. What was signed up earlier today was
done in the Comcast office.
Roselima: Thank you for that
information. I appreciate it.
Roselima: Ken, I understand that
you want to get promotions via online, we do have different promotions and
processes for orders via online, phone and Service Centers.
Ken: So please cancel what
occured at the office today and put through this order.
Roselima: Since you already
picked up the equipment, the services will be activated right away once you
install them.
Roselima: And since your service
is already connected here on our end, we may not be able to cancel the services
you ordered in the Local Office earlier.
Roselima: The process for
activating your services will be completed within 24 hours.
Ken: Please contact a
supervisor and try. I was promised this package and if I can't get it I will
just have to cancel completely and move to Uverse.
Ken: As a consumer, I simply
cannot accept how what you do in your own offices and what you do online could
be so disconnected. It is infuriating and a complete waste of time for your
customers. It results in complete mistrust of comcast.
Roselima: I do understand your
concern, Ken. I will do everything here on my end.
Roselima: Please bear with me
for awhile.
Roselima: Just to clarify
everything, Ken. You ordered Blast Plus $39.99/mo for the first 6 months + free
HBO in your nearest Local Office, am I correct?
Ken: That is what I asked for
and that is what I was told I was getting.
Ken: But I see it is priced at
44.99 instead of the correct price of 39.99.
Roselima: Thank you for that
information. I appreciate it.
Ken: Clearly your office
personnel cannot access the same promotions.
Roselima: Ken, What I can do
here for you is to create a ticket to our Escalations Team for this error to be
addressed properly. I will not make changes on your account but within 48-72
hours, the Escalations Team will contact you for any updates about this matter.
Ken: So a 5 dollar a month
adjustment for a valid promotion requires the escalation team?
Roselima: And for your
convenience, I will take note everything you said earlier.
Ken: I just want to make sure
I've got that right for my blog post.
Ken: Are you capable of
canceling my service entirely right now?
Roselima: Our Escalations Team
is the one who handles customer issues, Ken. What we do here on my end is to
process new orders seen via Comcast.com. There is no need for you to worry.
Your issue will be properly.
Ken: I am done. This is 45
minutes of my life I want back. I can live without Comcast.
Ken: Cancel everything. I will
drop off the box.
Roselima: Cancelling of services
is not something that can be done via chat. Billing details needs to be
discussed prior to removing the service that you no longer need from the
account. We do not recommend discussing it via chat for security purposes. I
can refer you to our Customer Care Center at 1-800-266-2278 to remove Blast
Plus from the account.
Ken: So you are going to erase
the shopping cart for the order I just placed, there will be no record of the
39.99 promotion and I will start all over trying to explain your error. Not
worth it.
Ken: Get me to someone who can
cancel this service.
Ken: Customer care is not
open.
Ken: I have now wasted almost
two hours with Comcast.
Roselima: Ken, what I can do
here for you is to create a ticket to our Escalations Team, the charges in your
account will be changed once it is further verified by them.
Ken: so what do I do with the
box in the meantime?
Ken: I am just paying your
service charges and waiting for you to call me with no service?
Ken: That is insane.
Roselima: Once everything is
verified on their end, correct promotional code will be applied then we will
credit the previous excess cgharge.
Roselima: You may use them right
away, Ken.
Roselima: Your services are
already connected here on our end.
Roselima: They should be
activated already once you install them.
Ken: The number they should
call to get this resolved is 415-425-3003.
Roselima: Thank you for that
information. I appreciate it.
Ken: ...not the number on the
account as that is a home number. In 48-72 hours I'll be at work.
Ken: Please put that number on
the escalation.
Roselima: Yes, Ken.
Roselima: Thank you so much for
your cooperation and understanding.
Roselima: No worries. I will
take note everything here on my end.
Roselima: And your issue will be
addressed properly.
Roselima: Is there anything else
I can help you with today?
Ken: I really don't understand. I have to say that I really feel
sorry for you. No one should have to work in a job that has this little
authority. It is undignified. Thanks for at least understanding that you
couldn't help me.
Roselima: I apologize for the inconvenience
this has caused you. I can certainly understand your frustration, and I really
appreciate the opportunity to make things right.
Roselima: I will now create a ticket for your issue and
rest assured, our Escalations Team will call you within 48-72 hours with the
number you provided me.
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