I needed to make an appointment with Comcast so I went on their chat because I didn't have the time to have a lengthy conversation that would take me away from my desk.
This is the chat verbatim with names hidden and sensitive information blacked out.
For reference, the chat was initiated at approximately 1:50 PM.
user CUSTOMER has entered room
analyst Analyst 1 has entered room
Analyst 1: Hello CUSTOMER
_, Thank you for contacting Comcast Live Chat Support. My name is Analyst 1.
Please give me one moment to review your information.
Analyst 1: Hi my
name is Analyst 1! I hope you are having a great day! I’m here to help.
CUSTOMER _: My Issue:
I would like to schedule an appointment to have a technician come to my house
to put in a second X1 box and move my existing X1 box to a different location.
CUSTOMER _: Thank you!
Analyst 1: Hi there Customer!
How are you?
CUSTOMER _: Good.
Analyst 1: I do
understand you want ot have a technician to install your new X1 box and to move
your another X1 box. Don't worry I can schedule you.
CUSTOMER _: Perfect!
Thank you.
CUSTOMER _: We also
ordered a small box for the other room. It arrived on Wed so we are ready to
go.
Analyst 1: Congratulations!
For all of your new boxes!
Analyst 1: Thank you
for providing your account information on the chat initiation form. For account
security, can you please verify the last four digits of your SSN?
CUSTOMER
_: XXXX
Analyst 1: Thank you
so much! May I know if oyur new X1 is already delivered onnyour house?
CUSTOMER _: I believe
it is just the small box. The last person I chatted with said that we could get
one but I think the technician was just going to bring it.
Analyst 1: I see,
for we can make sure let me check your account first.
CUSTOMER _: Okay, no
problem.
Analyst 1: Thank you
for your understanding.
Analyst 1: Upon
checking you upgarde your cable service
CUSTOMER _: I'm sorry.
I don't know what you mean?
Analyst 1: I am
sorry to confuse you the last changes that I see on your account is on July 13
ac you cable service had an upgrade.
CUSTOMER _: Oh I see.
Okay.
Analyst 1: I would
like to inform you that there is a $99.99 charge for the installation.
CUSTOMER _: I was told
in a previous chat that there would be no charge.
Analyst 1: Sorry for
the wrong message, my bad.
CUSTOMER _: When are
appointments available?
Analyst 1: Sorry for
the long wait.
Analyst 1: May I
know first if you want an X1 HD box or an X1 SD box?
CUSTOMER _: We don't
need HD. Thanks
CUSTOMER _: I believe
our current one is SD. Are you able to look that up?
CUSTOMER _: We just
want the same thing we have now.
Analyst 1: Yes you
are correct let me process now your request and check for the available dates.
Analyst 1: Thank you
for the information.
CUSTOMER _: You are
welcome.
Analyst 1: You are
most welcome.
Analyst 1: I would
like to correct the information that I first provided earlier.
CUSTOMER _: Okay.
Analyst 1: The
installation fee would be $50 (one time charge only) and for the box fee it
will be $9.95 a month.
Analyst 1: Shall I
complete the order now?
CUSTOMER _: Why is
there an installation fee? I was not notified of this before. We only want to
have the box that we should have got upon our first install date which was
botched up because the technician only had one box with him.
CUSTOMER _: Here is a
transcript of a chat from the other day:
CUSTOMER _: Ingrid:
But you would still like to add an X1 Standard box? Like the one you previously
have? CUSTOMER _: Depends on the price. Ingrid: You can also get an non X1 box.
Ingrid: But let me take a look on the price for you. Ingrid: Thank you for
waiting. CUSTOMER _: Sure. Ingrid: I have checked that X1 Standard box is also
free of charge.
Analyst 1: I am
soryr about that you will get a free charge for the first box that you will get
and for the second box it will now apply for the $9.95 charge for having an X1
SD box. And there is always an installation charge this is for the technician
fee.
CUSTOMER _: We already
have one box. As you can see in the transcript above, I was told that the
second box would be free of charge.
CUSTOMER _: Are you
there?
Analyst 1: Sorry for
the delay.
Analyst 1: I am
checking on my resources please bare with me.
CUSTOMER _: There have
been a few of those during this conversation. Please reply in a more timely
manner. 2:15 PM
CUSTOMER _: 2:17 PM --
I really don't have time to prolong this conversation.
Analyst 1: I am
sorry for the inconvenience.
CUSTOMER _: 2:17 -
thank you
CUSTOMER _: 2:19:45 --
are you there?
Analyst 1: I would
like to inform you that the last agent information about the free charge is for
the installation fee which it will be $99.99 for the first installation of an
X1 box with a free X1 sd box and fr the second box our system indicates a $9.95
fee for another X1 Sd box .
CUSTOMER _: 2:20:37 --
we have already had installation of our first box.
CUSTOMER _: We never
received our free second box.
Analyst 1: I do
understand however for every box there is a fee for the technician who will
installing your box.
CUSTOMER _: Can you
transfer me to a different analyst?
Analyst 1: I am
sorry for that Customer, if you want I can also process a free SD box for you
however for an X1 SD box there is a charge for it.
CUSTOMER _: Can you
transfer me to a different analyst?
CUSTOMER _: Hello?
CUSTOMER _: We have
now been chatting for well over half an hour. I want to talk to someone else.
Analyst 1: My
apologiesfor this I am here for you let me check again on my resources.
CUSTOMER _: No.
Analyst 1: Good
news!
CUSTOMER _: Don't
check your resources. Transfer me to someone else.
Analyst 1: As I
check I see a free X1 SD box for you.
CUSTOMER _: Great. Now
please transfer me to someone else.
Analyst 1: I really
do apologize about the confusion earlier. It's just that the system is quite
slow that is why I was not able to check onthe correct price.
CUSTOMER _: Slow
system should not alter pricing.
Analyst 1: I can
still help you though.
CUSTOMER _: I want
your manager.
Analyst 1: I do
understand your point, Customer.
CUSTOMER _: It is now
2:28:10. Transfer me to your manager please.
Analyst 1: Slow
system is not showing prices that is why I was able to give you the correct
price.
CUSTOMER _: Are you or
are you not able to transfer me to your manager?
CUSTOMER _: How many
times do I have to ask?
Analyst 1: No need
to worry now I can process your request in real time kindly bare with me I am
here for you.
CUSTOMER _: Are you or
are you not able to transfer me to your manager?
CUSTOMER _: I'm done
waiting for you. Give me someone else. NOW!!!
Analyst 1: My
apologies, kindly wait for a minute while I am processing the transfer to my
Manger.
CUSTOMER _: About
time.
CUSTOMER _: 2:33 --
still waiting.
Analyst 1: I would
like to inform you I am now creating a tickte so that I can transfer you to our
Manager.
CUSTOMER _: 2:34:10 --
thank you
Analyst 1: You are
most welcome.
Analyst 1: May I
have the best phone number we can call you?
CUSTOMER _: Nope. I
don't have time for that.
CUSTOMER _: 2:36
CUSTOMER _: 2:37
CUSTOMER _: 2:38
Analyst 1: I
apologize if this is taking more time than usual. Would you mind waiting for a
minute or two while I finish it? I would greatly appreciate it.
CUSTOMER _: I've been
waiting 40.
CUSTOMER _: I would
greatly appreciate more timely customer service.
Analyst 1: I really
apologize for the inconvenience.
CUSTOMER _: I
appreciate your apology.
Analyst 1: Sorry for
the delay I am now just waiting for our Manager to receive the chat.
CUSTOMER _: 2:44:10
CUSTOMER _: 2:46:15
CUSTOMER _: 2:48
Analyst 1: I do
aplogies Customer, please wait for a moment while I am now connecting you to
our Manager.
CUSTOMER _: Waiting...
just keeping track of how long it's taking.
CUSTOMER _: If these
chat sessions had time stamps, I wouldn't need to do that.
CUSTOMER _: 2:50:35
CUSTOMER _: 2:52:10
Analyst 1: I do
apologize kindly wait for a few minutes while the transfer is being process.
CUSTOMER _: I've been
doing that for several minutes.
CUSTOMER _: 2:54:45
CUSTOMER _: 2:56:15
Analyst 1: This is a
good opportunity to tell you that I enjoyed assisting you Customer, and is
looking forward for your continued patronage. Please stay connected to the chat
for our Manager.
Analyst 1: Please
wait, while the problem is escalated to another analyst
CUSTOMER _: My Issue:
I would like to schedule an appointment to have a technician come to my house
to put in a second X1 box and move my existing X1 box to a different location.
user CUSTOMER has entered room
analyst Analyst Manager has entered room
Waiting for response from Analyst 1
analyst Analyst 1 has left room
Analyst Manager: Hi, Customer!
CUSTOMER _: 2:58 -
Hello Analyst Manager.
Analyst Manager: How can I
help you today, Customer?
CUSTOMER _: I would
just like to make an appointment please. There should be no installation charge
for this appointment and it is our second X1 box which should also be free of
charge.
CUSTOMER _: Can you
tell me when appointments are available?
Analyst Manager: Sure no
problem. I can process this appointment for you.
CUSTOMER _: 2:59 -
that would be wonderful. Much appreciated.
Analyst Manager: Can you
give me 3 minutes to pull up your account. May I have your account number
please?
CUSTOMER _: 3:01 - Our account number is XXXXXXXXXXXXXXXX
Analyst Manager: Thank you
so much!
CUSTOMER _: You are
very welcome!
Analyst Manager: Pleae
allow me to pull up your account now.
CUSTOMER _: 3:01 -
Okay.
Analyst Manager: Thanks!
CUSTOMER _: 3:02
-
Analyst Manager: What's
goona happen here Customer is that your second box will be free of charge and I
will be waiving any installation charges that you will get on the installation
of this box. Will this be a good resolution for you?
CUSTOMER _: 3:04 --
that would be absolutely wonderful. Thank you so much!
Analyst Manager: You are
most welcome, Customer. I'm just processing the order for you and in a bit I
will give you your schedule.
Analyst Manager: Just give
me a few minutes here while I process this for you.
Analyst Manager: I
appreciate your time and patience.
CUSTOMER _: 3:06 --
okay.
CUSTOMER _: 3:06 - You
are most welcome.
Analyst Manager: Thanks
for waiting, Customer.
Analyst Manager: I'm
trying to process here on my end the free secondary box. I'm getting an error
and cannot complete the process. Would it be fine to have a $9.95 charge for
this box every month and have no installation charges to pay upon install?.
CUSTOMER _: 3:09 - I
was told in a chat with someone named Ingrid earlier this week that we were
supposed to get a second X1 box free of charge and that the 3rd box (the small
adapter box) would have a monthly charge of $1.99.
Analyst Manager: I
apologize if you were misinformed that the box will be free. Only the 1st outlet
or cable box is free, Customer. Any additional outlets will have a
corresponding charge depending on the box ordered.
Analyst Manager: I can
waive the installation charges but the charge for the box, since it is
required, cannot be waived.
Analyst Manager: My
sincerest apologies, Customer.
CUSTOMER _: 3:11 - We
already have the outlet installed. We had an electrician do that for us.
Analyst Manager: I
understand that, Customer. The outlet we are referring to is the box itself.
CUSTOMER _: 3:12 - Ah,
I see. Okay.
CUSTOMER _: 3:12 --
well if there is no other option, would you be able to give us a credit on our
account?
Analyst Manager: May I ask
what is the credit for?
Analyst Manager: I can
waive the installation charge for the second box install.
CUSTOMER _: 3:14 -
Yes, I was told by two different people now that the install charge would not
be charged. However, since I was also told that there would not be a charge for
the second X1 box, I would like compensation in some manner.
Analyst Manager: I'm
sorry, Customer but we can only provide monetary credit or compensation for the
services. I understand that you want to be compensated for being misinformed. I
have already initiated to waive the install charges for your second box. Will
this be fine with you so I can go ahead and process the appointment?
CUSTOMER _: 3:17 - I
do find it frustrating to be told one thing and then have something else be
actuality. So no, I can't say it's fine with me. But yes, can we please just
make the appointment?
Analyst Manager: Great!
Will July 27 10 am to 12 pm appointment be alright with you?
CUSTOMER _: 3:19 -
Yes, that will be fine.
Analyst Manager: Awesome!
Analyst Manager: I have
successfully processed the appointment, Customer.
Analyst Manager: Will
there be anything else for today?
CUSTOMER _: 3:19 -
Thank you, Analyst Manager.
CUSTOMER _: 3:19 - No,
that was all I needed.
Analyst Manager: You are
most welcome!
Analyst Manager: Comcast
wants to ensure that all customers are satisfied with the services they
receive, that is our promise! Our Comcast Customer Guarantee stand behind our
products and services and we are available to you 24/7. Learn more about the
Comcast Customer Guarantee at click here guarantee. We, at Comcast, listen to
our customers and want to hear about your experience chatting with us. If you
need assistance in the future, please do not hesitate to contact us through
Live Chat (available 24 hours a day, 7 days a week. Comcast also offers great
FAQ and Help forums located at click here to help you solve many issues on your
own. You can also reach us through our Hotline ( 1-888-739-1379).
The analyst has left and your issue has been closed.
