In short: I had a really lousy customer service experience, reminiscent of trying to cancel an AOL account back in the late 90's. In the process of placing an online order, I spent forty minutes in "Live Chat" working to place the order and set up delivery and installation. Imagine a store forcing customers to wait at the cash register to pay for a $2,000 annual service -- that's what it felt like. So at the forty minute mark, I got on Blogger, set up a new blog, and by minute forty-five, I've blogged my first post! Read on for details, including the cut and paste of the live chat conversation....
Our house has DSL maxed out at 6Mbps via SBC, and tonight I got on the Comcast website to upgrade to a faster Internet service. I signed in to my account, then needed to provide all my contact/security info for a second time within the order form.
We currently have basic cable from Comcast, and phone service from SBC, so I was curious about the "Triple Play" and the convenience/value of consolidating all our services under one account. The only TV programming I really seek is an occasional sports program, I don't need a DVR because we stream everything via Netflix/Hulu, but I took a leap and ordered the Triple Play.
The last step in the process is a "Live Chat" to establish a service time for hardware delivery and installation. What followed was a 40 minute chat, where I provided all the same information two more times, and was upselled two or three times into services I am sure I don't need. Here's the full transcript of the "Live Chat" which lasted forty minutes:
analyst Michael John has entered room
Michael John: Hello Gibson, Thank you for contacting Comcast Live Chat Support. My name is Michael John. Please give me one moment to review your information.
Michael John: Welcome to Comcast Chat Sales, Gibson! It's my pleasure to process your order and answer any questions you may have throughout our conversation. You may call me Mike. How are you doing?
Michael John: It is great to know that you are well.
Michael John: I understand that you're interested in getting the Blast Plus for $120.94 per month. Is this correct?
Michael John: You made a great choice!
Michael John: For account verification, may I please have the account holder's full name, your service address and the last four of the SSN on the account?
Gibson: Is this the fastest internet service available to me via Comcast?
Gibson: Wow. I have already given this info twice. First I signed in, then gave it again. What gives?
Michael John: This is for the security of your account, Gibson. To avoid disclosure of the account information from any unauthorized person.
Gibson: You haven't answered my question. I signed in to my account, then as part of the order process, gave all the info again. Now you seek it a third time. Seems idiotic. I am Gibson Biddle, xxx xxxxxxx Avenue, xxxxxx, xxxx.
Gibson: I assume we are setting up a service time, yes?
Michael John: Yes, Gibson. Thank you for the information.
Gibson: How many chat Windows do you have open concurrently?
Michael John: Only one, Gibson. The fastest internet connection in your area is the Extreme 105 with Downloads up to 105Mbps, uploads up to 10Mbps.
Gibson: How much is that?
Michael John: That is $199.95 per month.
Gibson: How would you describe the internet speed for the package I just ordered?
Michael John: Blast!® Get download speeds up to 30 Mbps and upload speeds up to 6 Mbps with PowerBoost®.
Gibson: That is fine. Let's arrange service time.
Michael John: While waiting, this is a great package you ordered but did you know that you can take advantage of our HD Premier XF triple play for $159.99 this includes includes Premier Video Service with an HD-DVR and remote, HBO®, Showtime®, Starz®, Cinemax® and the Sports Entertainment Package, High-Speed Internet Blast!® Service and Comcast Digital Voice Unlimited. Shall we explore your options?
Michael John: Are you still with me, Gibson?
Gibson: I seek basic HD cable channels and was interested in sports package only. I do not need a DVR. I could switch land line
Michael John: I understand, it is just that this is the best time to take advantage of this amazing offer. Let me also say that as part of our Comcast Customer Guarantee, you can sign up for any of our services and we guarantee that if you are unsatisfied within the first 30 days, you can cancel and receive a refund. So, let's go ahead and set you up with this great promotion today. What do you think?
Gibson: You're killing me. Fine.
Gibson: Please set up the service time.
Michael John: Shall we process the HD Premier XF Triple Play instead?
Gibson: Certainly. I will cherry pick near end of 30 days.
Michael John: Great! I am sure you will love this package, Gibson.
Michael John: For the phone service that you are requesting, should we transfer your existing number or should I give you a new Comcast number?
Gibson: Transfer existing
Michael John: May I have the phone number and service provider please.
Gibson: My phone number is tied to my account and I provided it with the order. For the third time:xxx xxx xxxx. Pacific Bell.
Michael John: Please give me 1-2 minutes to check if your number can be ported to Comcast.
Michael John: May I also ask if you want your number published or not published? There will be a monthly charge of $1.50 for non published numbers.
Michael John: May I know if you have a home alarm system? The technicians would need this information upon installation of your Digital Voice service.
Michael John: For us to be able to transfer your phone number to Comcast, please provide us with some of your information in this website.
https://www.verify.istonish.com/xxxxx . Please take note of the confirmation number. I will need that to note the account to make sure you have completed the Letter of Agency.
Michael John: Gibson, I suggest adding our Service Protection Plan. For only $2.99 per month this covers all chargeable trouble calls which are expensive. We will send a professionally trained technician anytime, nights and weekends included, as often as you need them. Plus, this will be added to your monthly bill for added convenience. Shall I include this to your order?
Michael John: Great! Let me process that for you.
Michael John: How many Tvs would you like to be connected?
Gibson: As I noted in the order, two
Michael John: Will it be both HDDVR or just regular box for the 2nd TV?
Gibson: I don't need a DVR for either, but seek HD for both.
Michael John: Thank you, Gibson. The 1st HDDVR is free with the package. I will add the 2nd HD box to your account.
Michael John: May I ask you to provide me the following information that are necessary to set up this account: 1) Nearest street intersection to your house; 2) Primary and secondary contact numbers for the technician to call - 15 minutes before the installation.
Gibson: Bloomfield. Cell is xxx xxx xxxxx as primary. Secondary is xxx xxx xxxx. What day shall I expect call?
Michael John: Thank you please give me a minute to check for the soonest installation date for you.
Michael John: Please give me a couple of minutes more while the system is completing and generating the soonest install dates for your service.
Michael John: Yes, Gibson. Please give me 2-3 minutes more to generate the install dates.
Gibson: My daughter Britney would like to use the computer. Is there a way we can finish this? This has been a thirty minute process for a transaction that will net you $2000/year. It seems to me I shouldn't have to wait to pay you money.
Michael John: Gibson to take so much of your time.
Michael John: It is just that the system does not provide us the installation date.
Michael John: Here is another option.
Michael John: We can complete this now and we will call you back anytime convenient for you.
Michael John: Will this work for you, Gibson?
Gibson: Michael: Let's cancel my order. It's hard to imagine I will get good service in the future given it is so hard to set up order and to pay.
OK, so I've created a new blog, and have written and posted all of the above, and now go back to check on Michael's progress:
Michael John: This is an islolated case, Gibson. Nothing would please us more than to provide you Comcast services.
Michael John: We are doing our best to fix the error as of the moment, Gobson.
Michael John: I am sorry for the typo.
Michael John: We can call you back anytime convenient for you.
Michael John: Thank you for patiently waiting, Gibson.
Michael John: Were able to generate an installation date for you.
Michael John: The earliest installation date will be on 05/17/2012 between 830am and 10am.
Michael John: Will this work for you?
Michael John: Please advise, Gibson.
Michael John: Are you still with me, Gibson?
Michael John: You have opened a window for Order Fulfillment and I don't want to miss an opportunity to assist you.
Michael John: You are a very important customer and it appears you have left the chat. To ensure we provide the best support possible, I will close this window now and ask that you initiate a new chat so that we can provide you with support of your Comcast Services. Thank you.
The chat session has been closed
Michael John: Analyst has closed chat and left the room
