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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA

3 edits

Comcast Rep gave me ANOTHER customer's details

So I've been trying very hard to upgrade my services. Comcast normal business hours typically do not work for me. So I thought ordering online, from their 24 hour website would be OK.

This has been VERY problematic since I am ALWAYS forwarded to a live rep and NONE of them EVER seem to be able to allow me to order what is online.

FYI = There is a part for new customers and current customers. YES, I am "trying" to order from the "current customer" side of the site.

Currently I have Basic TV (local 10 - 15 channels) and Economy Internet. I have been attempting to upgrade my service for over 1 week.

The last guy kept trying to offer me plans I did not want and like everyone else, seemed to not be able to provide what was advertized.

After finally agreeing to what he wanted to sell me for 1 hours... He tried to tell me that he wanted to sell me something else (Are you kidding me?)

But he also provided me details to someone else's account ( 2 people ).

I admit... I may have been firm with him.

But after 1 week of trying to order online and being given the run around & feeling "led on" ..... I was susprised and upset that once again... No one could provided what was advertized and seems to be wasting my time.

Is it not possible to ever get what is advertized online?

Full chat (interesting parts are in BOLD)

quote:
Adam(Wed Aug 3 22:52:14 EDT 2011)>TC assisted Order

analyst Alnair has entered room

Alnair(Wed Aug 3 22:58:52 EDT 2011)>Hello ADAM_, Thank you for contacting Comcast Live Chat Support. My name is Alnair. Please give me one moment to review your information.

Alnair(Wed Aug 3 22:58:57 EDT 2011)>Thank you for contacting Comcast! I see you are interested in adding Comcast services. Please allow me a moment to access your address in my system and I will review your order with you.

Alnair(Wed Aug 3 22:59:38 EDT 2011)>Hi, Adam!

Alnair(Wed Aug 3 22:59:44 EDT 2011)>How are you doing today?

ADAM_(Wed Aug 3 23:02:03 EDT 2011)>Hello

ADAM_(Wed Aug 3 23:02:41 EDT 2011)>I'm good thank you

Alnair(Wed Aug 3 23:02:19 EDT 2011)>Absolutely wonderful to hear that you are doing good, Adam!

Alnair(Wed Aug 3 23:02:20 EDT 2011)>You are welcome.

Alnair(Wed Aug 3 23:02:29 EDT 2011)>I understand you wish to have our internet service.

Alnair(Wed Aug 3 23:02:36 EDT 2011)>Am I correct?

ADAM_(Wed Aug 3 23:03:50 EDT 2011)>I already do have your Internet and TV. I'm looking to upgrade my services at an affordable rate or shop some place else.

Alnair(Wed Aug 3 23:03:46 EDT 2011)>Thank you for the information.

Alnair(Wed Aug 3 23:03:51 EDT 2011)>I will take note of that.

Alnair(Wed Aug 3 23:04:21 EDT 2011)>I am seeing here that you currently have our Economy High Speed Internet and our Basic Cable service.

ADAM_(Wed Aug 3 23:05:16 EDT 2011)>This would be correct

ADAM_(Wed Aug 3 23:05:39 EDT 2011)>I have your Economy High Speed Internet and Basic Digital Cable

Alnair(Wed Aug 3 23:05:03 EDT 2011)>You mentioned of upgrading your service. How about taking advantage of our Triple Play Packages.

Alnair(Wed Aug 3 23:05:05 EDT 2011)>I would highly suggest that you take advantage of the Digital Starter XF Triple Play (Digital Cable, Digital Phone and High Speed Internet). You can bundle these three services for the price of one!

Alnair(Wed Aug 3 23:05:08 EDT 2011)>Digital Starter XF Triple Play Package includes 80 popular channels like ESPN, MTV and Nickelodeon, plus thousands of On Demand movies and shows that are ready to watch; High-Speed Internet with speeds that are way faster than DSL and the unlimited local and long distance calling feature for the Comcast Digital Voice.

Alnair(Wed Aug 3 23:05:22 EDT 2011)>This is only for $99.00 per month for the first 12 months.

ADAM_(Wed Aug 3 23:06:50 EDT 2011)>No thank you, I already have a phone services provider and at $50.00 for the year, you can not compete.

Alnair(Wed Aug 3 23:06:39 EDT 2011)>I understand your position; however, take into consideration all the benefits this incredible package offers and its unbeatable price.

I guarantee your satisfaction 100 percent. Based on our great ratings, customer satisfaction levels, and all of the features and benefits this package offers, I know that I’m offering the you best value.

Alnair(Wed Aug 3 23:06:42 EDT 2011)>You can SAVE as much as $46.85/mo or $562.20 for a year with this package! Let us do the Math. Our Digital Starter costs around $62.95, Internet is around $42.95, and Digital Phone for about $39.95. So in total, you will pay $145.85/mo for the three services compared to taking advantage of our XF Digital Starter Triple Play for $99.00/mo offer. Let's proceed with this package in your account instead.

ADAM_(Wed Aug 3 23:07:36 EDT 2011)>I use VoIp.ms for my home phone service and am happy with them. But thank you for the offer

Alnair(Wed Aug 3 23:07:17 EDT 2011)>That is not a problem.

Alnair(Wed Aug 3 23:07:30 EDT 2011)>I totally respect your decision.

ADAM_(Wed Aug 3 23:08:24 EDT 2011)>It is not a savings if the price goes up beyond an acceptable limit and again, I only pay 50.00 for the year (not the month)

Alnair(Wed Aug 3 23:07:42 EDT 2011)>If in case you change your mind, please do not hesitate to contact us.

ADAM_(Wed Aug 3 23:08:50 EDT 2011)>I am however interested in the order I was trying to process

Alnair(Wed Aug 3 23:08:33 EDT 2011)>How about our Digital Starter & Performance Internet of $74.99 per month for the first 6 months, Adam.

ADAM_(Wed Aug 3 23:09:56 EDT 2011)>Performance - Special Offer $19.99 per month
for the first 6 months and 34.99 for months 7-12

Alnair(Wed Aug 3 23:10:19 EDT 2011)> The Performance - Special Offer for $19.99 per month for the first 6 months is only for customers who does not currently have Internet service and has either our phone and cable service, Adam.

ADAM_(Wed Aug 3 23:11:19 EDT 2011)>Actually, it is for customers it says

ADAM_(Wed Aug 3 23:11:55 EDT 2011)>And is located on your current customer order page

ADAM_(Wed Aug 3 23:12:06 EDT 2011)>Further ther official terms also outline it.

ADAM_(Wed Aug 3 23:12:12 EDT 2011)>Offer ends 9/21/11. Not available in all areas. Offer limited to Performance Internet and requires subscription to either Comcast TV or phone service at regular rates. To qualify for offer, service must be ordered via www.comcast.com. After first 6 months, monthly service charge goes to $34.99 for months 7-12. After 12 months, or if any service is cancelled or downgraded, regular charges apply.Comcast’s current monthly service charge for Performance ranges from $42.95 to $60.95, and may vary depending on your area and other Comcast services (if any) received. Limited to service to a single outlet.Equipment, installation and taxes extra. May not be combined with other offers. Speed comparison between Comcast 6.0 Mbps service and standard 1.5 Mbps DSL (downloads only). Actual speeds vary and are not guaranteed. PowerBoost provides bursts of download and upload speeds for the first 10 MB and 5 MB of a file, respectively. Norton comparisons based on Antivirus, Internet Security and Total Security Performance Benchmarking, Edition 4, by PassMark Software Pty., Ltd. (March 2009). 30-Day Money-Back Guarantee applies to one month’s recurring charges and standard installation up to $500. Call for restrictions and complete details. Comcast ©2011. All rights reserved. Norton is a trademark of Symantec Corporation

Alnair(Wed Aug 3 23:11:51 EDT 2011)>It is for existing customers, Adam, who currently does not have internet services in their account. Promotions are intended as an incentive to allow new customers to experience the Comcast service for the first time and not intended as life long service reductions. It is our deepest hope that once the value of the Comcast service is experienced, the services that other companies offer will be less desirable. We feel the value of the Comcast service at the normal price out paces other companies by far and thank you for using the Comcast service.

ADAM_(Wed Aug 3 23:14:37 EDT 2011)>I desire a services provider who within these economical times will provided the best services and the most competitive prices. Are you that provider and if not, please cancle my service.

Alnair(Wed Aug 3 23:15:24 EDT 2011)>Unfortunately, Adam, you are not eligible for the internet service promotion that you are requesting.

Alnair(Wed Aug 3 23:15:44 EDT 2011)>How would you like us to proceed?

ADAM_(Wed Aug 3 23:17:03 EDT 2011)>What is the most economical plan possible at total price value?

Alnair(Wed Aug 3 23:16:49 EDT 2011)>Let me check that for you.

Alnair(Wed Aug 3 23:16:50 EDT 2011)>Please give me 2 minutes to update my system.

Alnair(Wed Aug 3 23:17:39 EDT 2011)>The promotion that you are most eligible for would be the Digital Starter & Performance Internet of $74.99 per month for the first 6 months, Adam.

Alnair(Wed Aug 3 23:17:54 EDT 2011)>This is the lowest tier in our Digital Cable services.

ADAM_(Wed Aug 3 23:18:56 EDT 2011)>What would the price be for months 7 - 12?

Alnair(Wed Aug 3 23:18:13 EDT 2011)>Digital Starter with SHOWTIME® & Performance Internet
Package Details:

Over 80 digital cable channels.
Thousands of On Demand movies and TV shows ready to watch when you are – on TV and online.
Lightning-fast Internet speeds – way faster than DSL.
Constant Guard™ - a $360 value of top-rated security software, including the Norton™ Security Suite and much more.
SmartZone® Communications Center with 7 e-mail accounts, each with 10GB of storage.
More than 3,500 live games on xfinity.com/espn3
Backed by the 30-Day Money-Back Comcast Customer Guarantee.

Alnair(Wed Aug 3 23:19:01 EDT 2011)>After first 6 months, monthly service charge Digital Starter TV and Performance Internet goes to $94.99.

ADAM_(Wed Aug 3 23:20:37 EDT 2011)>I would not count that as economical. What price plans would be possible just upgrading my internet.

ADAM_(Wed Aug 3 23:21:35 EDT 2011)>I understand you are a sales agent and are trying to meet a quote. But please do not lie to me. I am fully aware that with my basic TV services, I am still able to get a discount on Internet prices.

ADAM_(Wed Aug 3 23:22:32 EDT 2011)>This is the reason why I even bother to pay for the TV services I do, which I can get free locally via HDTV and without Comcast.

Alnair(Wed Aug 3 23:21:49 EDT 2011)>I am definitely lying to you, Adam. In fact, quotas does not really matter to me.

Alnair(Wed Aug 3 23:22:06 EDT 2011)>You do have a discount with your internet because you have bundled it with your basic cable.

ADAM_(Wed Aug 3 23:23:29 EDT 2011)>So bundled with my TV, what discount or price plan can I get for upgrading my Internet?

Alnair(Wed Aug 3 23:25:51 EDT 2011)>The Economy High Speed Internet is the lowest tier in our internet packages. Next to that would be our Performance High Speed Internet which is for $59.95 per month as a single product. If you add a cable package, then that would become $49.95 per month plus the price of the second product.

ADAM_(Wed Aug 3 23:26:56 EDT 2011)>Alnair(Wed Aug 3 23:21:49 EDT 2011)>I am definitely lying to you, Adam. I am sorry for that.

Alnair(Wed Aug 3 23:26:39 EDT 2011)>I was not able to add the not.

Alnair(Wed Aug 3 23:26:59 EDT 2011)>I am sorry for the confusion.

ADAM_(Wed Aug 3 23:28:00 EDT 2011)>So 49.95 + my local TV = 56.00 (about) + tax

Alnair(Wed Aug 3 23:28:05 EDT 2011)>That is correct.

ADAM_(Wed Aug 3 23:30:11 EDT 2011)>Question about your other plan that you quoted me at: Digital Starter with SHOWTIME® & Performance Internet
Package (74.99)

ADAM_(Wed Aug 3 23:30:45 EDT 2011)>There are no hidden fees are there... For example, you are not going to ALSO charge me for the local & basic, are you?

ADAM_(Wed Aug 3 23:31:16 EDT 2011)>We're talking 74.99 + tax, correct? (nothing more)

Alnair(Wed Aug 3 23:30:53 EDT 2011)>That cable package already includes local programming.

Alnair(Wed Aug 3 23:30:57 EDT 2011)>That is correct.

ADAM_(Wed Aug 3 23:32:01 EDT 2011)>I am not going to be charged for a cable box, is this also true or not?

Alnair(Wed Aug 3 23:31:32 EDT 2011)>You will not be charged with a cable box.

Alnair(Wed Aug 3 23:31:39 EDT 2011)>That is free of charge.

Alnair(Wed Aug 3 23:31:53 EDT 2011)>But we will need to send a technician to provision your equipment.

ADAM_(Wed Aug 3 23:32:42 EDT 2011)>You are not going to do something stupid, like "charge me" (punish me) for upgrading my services are you?

Alnair(Wed Aug 3 23:32:41 EDT 2011)>That will cost you an additional one time fee of $11.50. This is the technician's fee and the activation of channels to your area.

ADAM_(Wed Aug 3 23:34:08 EDT 2011)>So upgrade fee or install fee correct (punish me for wanting more, which is actually a value to your business in these economical times)?

ADAM_(Wed Aug 3 23:35:12 EDT 2011)>There is this crazy idea companies have these days, that the customer should be thankful for their services. When in fact it should be the company which is thankful for my business.

Alnair(Wed Aug 3 23:34:50 EDT 2011)>How would you like us to proceed, Adam?

ADAM_(Wed Aug 3 23:35:56 EDT 2011)>I would like to have that fee waved please and proceed from there.

Alnair(Wed Aug 3 23:35:39 EDT 2011)>That will not be possible, Adam. As much as I would love to, we will not be able to send a technician in your place.

ADAM_(Wed Aug 3 23:36:41 EDT 2011)>I would be very able to hook up the box myself.

ADAM_(Wed Aug 3 23:36:53 EDT 2011)>And also pick it up, myself

Alnair(Wed Aug 3 23:36:45 EDT 2011)>For that, Adam, you will need to go to our local office for that.

ADAM_(Wed Aug 3 23:37:45 EDT 2011)>Please wait 1 moment

ADAM_(Wed Aug 3 23:39:51 EDT 2011)>15 Mbps and uploads up to 3 Mbps ... This is correct, yes?

Alnair(Wed Aug 3 23:41:24 EDT 2011)>That is correct, Adam.

ADAM_(Wed Aug 3 23:42:32 EDT 2011)>So I would not be charged for my basic TV, correct?

ADAM_(Wed Aug 3 23:42:57 EDT 2011)>I am viewing FIOS which has become installable in my area

ADAM_(Wed Aug 3 23:43:04 EDT 2011)>And comparing them to you

Alnair(Wed Aug 3 23:42:53 EDT 2011)>I am seeing that you will be eligible for that promotion.

Alnair(Wed Aug 3 23:42:59 EDT 2011)>However, it is not showing in my end.

Alnair(Wed Aug 3 23:43:14 EDT 2011)>After our chat, you may contact the Comcast Hotline 1-800-2662278 and inform the Phone Specialist on your request to change your service.

ADAM_(Wed Aug 3 23:44:14 EDT 2011)>Excuse me? You just said I was able to get the 74.99 plan and now you are not sure?

Alnair(Wed Aug 3 23:43:30 EDT 2011)>The promotion has not been added to your area yet.

Alnair(Wed Aug 3 23:43:49 EDT 2011)>That is correct, Adam.

ADAM_(Wed Aug 3 23:44:41 EDT 2011)>Why did you even waste me time?

Alnair(Wed Aug 3 23:44:01 EDT 2011)>It is showing on the website under current customer promotion.

Alnair(Wed Aug 3 23:44:25 EDT 2011)>I apologize for that.

Alnair(Wed Aug 3 23:44:34 EDT 2011)>I assumed it was in the billing system.

ADAM_(Wed Aug 3 23:45:55 EDT 2011)>And would you care to explain to me what plan I am "now" eligible for?

ADAM_(Wed Aug 3 23:46:08 EDT 2011)>I assume you are going to quote something higher

ADAM_(Wed Aug 3 23:48:35 EDT 2011)>I am thinking I should cancle my serives so fast that I should not even be able to be able to get your reply. Clearly you have wasted my time and have tried to sell me something that now, you claim I can not get... A service you promised me and said was my only and best option. May I speak to someone above you?

Alnair(Wed Aug 3 23:49:09 EDT 2011)>I apologize we currently do not have a supervisor available.

Alnair(Wed Aug 3 23:49:16 EDT 2011)>I have just found another promotion for you.

Alnair(Wed Aug 3 23:49:28 EDT 2011)>I was checking on other options which caused my delay in replying.

Alnair(Wed Aug 3 23:49:45 EDT 2011)>We do have our Blast Extra for $69.95 per month.

Alnair(Wed Aug 3 23:50:20 EDT 2011)>That is higher in tier compared to the Performance Internet.

Alnair(Wed Aug 3 23:50:36 EDT 2011)>That would have the Basic Cable service and the Blast High Speed Internet.

Alnair(Wed Aug 3 23:50:52 EDT 2011)>Shall we go ahead with that package?

ADAM_(Wed Aug 3 23:51:50 EDT 2011)>1 moment

ADAM_(Wed Aug 3 23:54:01 EDT 2011)>I was giving your original offer some thought, becase at least I would add some TV options I do not have. Now you want to only upgrade my internet... Which is what I said I wanted to do in the 1st place... But you claimed I could not, but now I can for the same price as the original offer?!?

Alnair(Wed Aug 3 23:54:25 EDT 2011)>That is correct, Adam. However, this has a higher tier in terms of speed compared to the first promotion.

ADAM_(Wed Aug 3 23:55:20 EDT 2011)>Respectfully, how long have you worked for comcast?

Alnair(Wed Aug 3 23:54:57 EDT 2011)>That would be for 6 months, Adam.

ADAM_(Wed Aug 3 23:56:05 EDT 2011)>What speeds would the blast extra offer me?

Alnair(Wed Aug 3 23:55:46 EDT 2011)>Downloads up to 20 Mbps, uploads up to 4 Mbps.

ADAM_(Wed Aug 3 23:56:35 EDT 2011)>And what TV services would it offer me?

Alnair(Wed Aug 3 23:56:03 EDT 2011)>That would be the same as what you currently have.

ADAM_(Wed Aug 3 23:57:20 EDT 2011)>And why can I not get the original promotion that you spent almost 1 hour trying to sell me?

ADAM_(Wed Aug 3 23:57:54 EDT 2011)>And confirmed 4x that I could do it and it was YOUR idea and you claimed was MY best and only options

Alnair(Wed Aug 3 23:57:42 EDT 2011)>How would you like us to proceed?

ADAM_(Wed Aug 3 23:58:42 EDT 2011)>I would like to proceed with you answering my question

Alnair(Wed Aug 3 23:58:19 EDT 2011)>That is not available here on my end but it was available in the website.

ADAM_(Wed Aug 3 23:59:13 EDT 2011)>And I would like to further proceed with the 1st offer

Alnair(Wed Aug 3 23:58:34 EDT 2011)>You can call the Hotline for you to add the said promotion.

ADAM_(Wed Aug 3 23:59:56 EDT 2011)>And what TV Digital / Inter is on your end?

ADAM_(Thu Aug 4 00:00:04 EDT 2011)>*Internet

Alnair(Wed Aug 3 23:59:32 EDT 2011)>That would be the second option, Adam.

Alnair(Wed Aug 3 23:59:40 EDT 2011)>The Blast and Basic Cable Package.

ADAM_(Thu Aug 4 00:00:36 EDT 2011)>That is all?

ADAM_(Thu Aug 4 00:01:09 EDT 2011)>1 moment. I am going to call the number, but would like you to remain while I do so.

Alnair(Thu Aug 4 00:01:08 EDT 2011)>Adam, the chat will automatically disconnect without an interaction.

ADAM_(Thu Aug 4 00:02:06 EDT 2011)>1

ADAM_(Thu Aug 4 00:02:24 EDT 2011)>i'll keep it active

Alnair(Thu Aug 4 00:02:04 EDT 2011)>The Hotline is available only on business hours, Adam.

ADAM_(Thu Aug 4 00:03:19 EDT 2011)>So you did waste my time. 6 months? Learn much?

ADAM_(Thu Aug 4 00:03:47 EDT 2011)>This chat is going on YouTube. Just thought you should know that.

ADAM_(Thu Aug 4 00:04:40 EDT 2011)>I can not find any Blast Extra package

ADAM_(Thu Aug 4 00:05:41 EDT 2011)>I did however find, regular Blast for 55.95 a month for current customers.

Alnair(Thu Aug 4 00:05:29 EDT 2011)>How would you like us to proceed, Adam?

ADAM_(Thu Aug 4 00:06:48 EDT 2011)>How do I proceed with the Blast for 55.95 a month as advertized for your current customer's?

Alnair(Thu Aug 4 00:06:48 EDT 2011)>That would cover only the internet, Adam. That will not include the Basic Cable Package.

ADAM_(Thu Aug 4 00:07:53 EDT 2011)>Is there anything I can order online, that is legally advertized online, that clearly says "online orders only"?

ADAM_(Thu Aug 4 00:09:03 EDT 2011)>So what is preventing me from ordering the $74.99 per month
for the first 6 months, which is also on your website?

ADAM_(Thu Aug 4 00:09:19 EDT 2011)>Digital Starter with SHOWTIME® & Performance Internet

Alnair(Thu Aug 4 00:08:47 EDT 2011)>That is not here on my end, Adam.

Alnair(Thu Aug 4 00:08:57 EDT 2011)>I suggest you call the hotline for that, as what I have mentioned.

ADAM_(Thu Aug 4 00:09:48 EDT 2011)>You said it yourself, it's on the website

Alnair(Thu Aug 4 00:09:03 EDT 2011)>That will be available then in their end.

Alnair(Thu Aug 4 00:09:19 EDT 2011)>That is correct, however, our system is not updated.

Alnair(Thu Aug 4 00:09:50 EDT 2011)>You are assured you can get that service but you will need to call for that.

ADAM_(Thu Aug 4 00:10:45 EDT 2011)>Your system was not updated yesterday, the day before that, the day before that, and last week. When does your system update?

Alnair(Thu Aug 4 00:10:48 EDT 2011)>Shall I go ahead with your Blast Extra or would you rather call to get the Digital Starter with SHOWTIME® & Performance Internet, Adam?

ADAM_(Thu Aug 4 00:12:54 EDT 2011)>Can you please answer my question? Your normal business hours do not typically work for me and I would assume in good faith, that is why you have a website I can order from 24 hours a day, 7 days a week, 365 days out of a year.

ADAM_(Thu Aug 4 00:14:14 EDT 2011)>I would also assume out of good faith, that is why you quoted me those prices from your own website and not to mislead me at all.

ADAM_(Thu Aug 4 00:14:48 EDT 2011)>How would you like to proceed?

Alnair(Thu Aug 4 00:14:13 EDT 2011)>Here is what I will do, Adam, I will create a rate code investigation, Adam.

Alnair(Thu Aug 4 00:14:42 EDT 2011)>Then we will be contacting you within 3-5 days to update you with the package that you wish to add.

Alnair(Thu Aug 4 00:14:45 EDT 2011)>Will that be okay?

ADAM_(Thu Aug 4 00:17:10 EDT 2011)>I contacted you today; as so I can upgrade today. Would it be possible to switch to that Blast for the time being and then, when you contact me in 3 - 5 days, switch to that plan? They are after all the same price and it would not harm my services.

ADAM_(Thu Aug 4 00:18:23 EDT 2011)>Or would that not be possible and I must, despite spending almost 2 hours talking with you and wanting to order the quoted price from your website & that in which you quoted me also....

ADAM_(Thu Aug 4 00:18:50 EDT 2011)>...Still need to wait 3 - 5 days

Alnair(Thu Aug 4 00:18:44 EDT 2011)>Adam, you will be charged double for the activation as we will need to change the signal that will be sent to you.

ADAM_(Thu Aug 4 00:19:58 EDT 2011)>And at what hours would they contact me? Again, your normal business hours do not work well with me. It is the reason why I even bothered with your website. And looked into your advertized prices and services.

Alnair(Thu Aug 4 00:19:40 EDT 2011)>I will take note of the time that you wish to be contacted.

ADAM_(Thu Aug 4 00:20:41 EDT 2011)>So you would punish me for your own errors with a double activation fee?

ADAM_(Thu Aug 4 00:21:15 EDT 2011)>Just to sent a signal, that a computer does automatically or a tech does at 1 press of a button?

ADAM_(Thu Aug 4 00:23:21 EDT 2011)>Well if you are going to punish me for such actions, I think we maybe best not to proceed in such a manner.

Alnair(Thu Aug 4 00:23:14 EDT 2011)>Will the phone number (603) **********, be the best to contact you?

ADAM_(Thu Aug 4 00:24:14 EDT 2011)>That is not the number on my account

Alnair(Thu Aug 4 00:24:10 EDT 2011)>I am sorry, will that be (312) ******? I copied it from the note where your number is at.

ADAM_(Thu Aug 4 00:25:00 EDT 2011)>Not even the right state I believe

ADAM_(Thu Aug 4 00:25:14 EDT 2011)>That is also not my number


ADAM_(Thu Aug 4 00:25:29 EDT 2011)>413-******

Alnair(Thu Aug 4 00:24:54 EDT 2011)>Thank you

Alnair(Thu Aug 4 00:25:03 EDT 2011)>Your primary email would be *******@comcast.net.

Alnair(Thu Aug 4 00:25:06 EDT 2011)>Is this correct?

ADAM_(Thu Aug 4 00:26:09 EDT 2011)>Are you sure, you are looking up the right account and not wasting my time further?

Alnair(Thu Aug 4 00:26:02 EDT 2011)>First Name: ADAM
Last Name: H*****
Email Address: ********@comcast.net
Day Phone: 413********
Evening Phone: 413*******
Service Street Addr: 237 *******
Service Addr Apt: ******
Service Addr City: *********
Service Addr State: MA
Service Addr Zip: 01151-
Billing Street Addr: 237 **********
Billing Addr Apt:
Billing Addr City: **********
Billing Addr State: MA
Billing Addr Zip: 01151-

Alnair(Thu Aug 4 00:26:24 EDT 2011)>That would be your account, Adam.

ADAM_(Thu Aug 4 00:27:20 EDT 2011)>That would be correct. Where you got the other numbers is a wonder.

ADAM_(Thu Aug 4 00:28:17 EDT 2011)>Assuming for a moment that maybe you were in the wrong account and thus, maybe bring up the wrong offers. Can you please not double check that original offer?

ADAM_(Thu Aug 4 00:28:40 EDT 2011)>*now double check that original offer

Alnair(Thu Aug 4 00:28:08 EDT 2011)>There was only a problem with my copying and pasting, Adam.

Alnair(Thu Aug 4 00:28:16 EDT 2011)>Your account is on my screen.

ADAM_(Thu Aug 4 00:29:38 EDT 2011)>So you are talking to more people in other windows and gave me their numbers. If I call those numbers and ask them, where you speaking to a

ADAM_(Thu Aug 4 00:29:45 EDT 2011)>Comcast rep online

ADAM_(Thu Aug 4 00:29:51 EDT 2011)>Would they say, yes?

Alnair(Thu Aug 4 00:29:27 EDT 2011)>No, Adam.

Alnair(Thu Aug 4 00:29:45 EDT 2011)>Those were my previous customers.

Alnair(Thu Aug 4 00:30:07 EDT 2011)>I have already submitted a rate code investigation ticket.

Alnair(Thu Aug 4 00:30:13 EDT 2011)>Is everything clear in your end?

ADAM_(Thu Aug 4 00:30:59 EDT 2011)>So then yes, you did give me another members phone number. Interesting.

ADAM_(Thu Aug 4 00:31:21 EDT 2011)>Have you by chance read your privacy policy?

ADAM_(Thu Aug 4 00:32:04 EDT 2011)>And can you please clear your temp files and history, after speaking with me? I would not want you giving out my account details.

Alnair(Thu Aug 4 00:32:05 EDT 2011)>Sure thing.

Alnair(Thu Aug 4 00:32:13 EDT 2011)>We do not retain information after every session.

Alnair(Thu Aug 4 00:32:21 EDT 2011)>That would be after my shift

ADAM_(Thu Aug 4 00:33:31 EDT 2011)>Yes, can you please provide me with the ticket number and department in which you have forward this information?

Alnair(Thu Aug 4 00:33:25 EDT 2011)>That would be to our Eservice Department, Adam.

ADAM_(Thu Aug 4 00:34:33 EDT 2011)>And the ticket number in which this report generated?

Alnair(Thu Aug 4 00:34:29 EDT 2011)>That would be #1******-0********.

Alnair(Thu Aug 4 00:34:51 EDT 2011)>It's been a pleasure helping you today. Thank you for contacting Comcast and have a great day.

Alnair(Thu Aug 4 00:34:55 EDT 2011)>Analyst has closed chat and left the room

analyst Alnair has left room


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I do this for a living

join:2006-06-24
Dover, DE
kudos:4

didnt read your chat.....way to long........he was probabaly jotting stuff down on piece of paper as to the wrong info.....but why not just call, or stop in a center....you said youve spent so much time trying to do it online through chat, just save yourself time....
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join:2009-07-13
Knoxville TN
reply to OldschoolDSL

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said by OldschoolDSL:

ADAM_(Thu Aug 4 00:04:40 EDT 2011)>I can not find any Blast Extra package

It does exist...

ramo
Premium
join:2003-04-17
Detroit, MI
reply to OldschoolDSL

Your attitude obviously made the poor guy nervous and caused him to paste the wrong information. You were a complete jerk to the guy! You're chatting with a Comcast CSR at midnight, you keep second guessing him, and you have all of these assumptions about the CSR getting you some dirt cheap price. To top it off, you paste the conversation here to somehow validate your rudeness to the agent. Not cool man...



OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to gar187er

said by gar187er:

didnt read your chat.....way to long........he was probabaly jotting stuff down on piece of paper as to the wrong info.....but why not just call, or stop in a center....you said youve spent so much time trying to do it online through chat, just save yourself time....

My hours do not work with Comcast hours.... ie... When I'm not working, they are closed.

Besides... What is the point in having a web site where people can order, but everything offered seems to not be valid?
--
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to utsports

said by utsports:

said by OldschoolDSL:

ADAM_(Thu Aug 4 00:04:40 EDT 2011)>I can not find any Blast Extra package

It does exist...

Cool. Couldn't find it here. Found normal Blast and the speeds he quoted for Blast Extra... 20 /4 is what the site said for normal Blast. So what is the diff if you do not mind me asking?
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to ramo

said by ramo:

Your attitude obviously made the poor guy nervous and caused him to paste the wrong information. You were a complete jerk to the guy! You're chatting with a Comcast CSR at midnight, you keep second guessing him, and you have all of these assumptions about the CSR getting you some dirt cheap price. To top it off, you paste the conversation here to somehow validate your rudeness to the agent. Not cool man...

He came off to me as a jerk. I knew what I wanted and it was not outside the realm of "odd".... I only wanted what was offered.

What he offered me was on the website... Heck, what he offered me (a few times) is not what I was asking for.... And when I finally decide to just go along with it.... It turns out he was wasting my time and could not even give me the thing he talked me into.

To each their own.
--
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heat84
Bit Torrent Apologist

join:2004-03-11
Fort Lauderdale, FL
reply to ramo

said by ramo:

Your attitude obviously made the poor guy nervous and caused him to paste the wrong information. You were a complete jerk to the guy! You're chatting with a Comcast CSR at midnight, you keep second guessing him, and you have all of these assumptions about the CSR getting you some dirt cheap price. To top it off, you paste the conversation here to somehow validate your rudeness to the agent. Not cool man...

It maybe midnight here, but its 10:30 AM in India, so the CSR should be fresh as daisy. And he probably works from home too.
--
Bit Torrent is my DVR.


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
reply to OldschoolDSL

1800-comcast 24/7/365



baineschile
2600 ways to live
Premium
join:2008-05-10
Sterling Heights, MI
reply to OldschoolDSL

yeah, i didnt read this whole thing. can you just edit out the fluff, and put in the part that matters.



cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:7

1 recommendation

reply to OldschoolDSL

So he gave you two phone numbers that aren't yours. Whoop-de-do. It's about as private, confidential, and useful as giving you a random phone number. You can get the same info and a whole lot more useful information just from public records. Move on.



ArrayList
netbus developer
Premium
join:2005-03-19
Brighton, MA
reply to OldschoolDSL

that guy needs retrained. obviously was pushing services that were not wanted and f'ed up basic customer information.



OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to gar187er

said by gar187er:

1800-comcast 24/7/365

The department to order new services, upgrade current services, or add new services.... Is not 24 /7
--
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to cdru

said by cdru:

So he gave you two phone numbers that aren't yours. Whoop-de-do. It's about as private, confidential, and useful as giving you a random phone number. You can get the same info and a whole lot more useful information just from public records. Move on.

I have edited out (completely) the account details of the other 2 people.
--
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to ArrayList

said by ArrayList:

that guy needs retrained. obviously was pushing services that were not wanted and f'ed up basic customer information.

^ This
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to baineschile

said by baineschile:

yeah, i didnt read this whole thing. can you just edit out the fluff, and put in the part that matters.

It's in BOLD ..... That was good enough. Scroll until you hit the 2 bold parts.
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to heat84

said by heat84:

said by ramo:

Your attitude obviously made the poor guy nervous and caused him to paste the wrong information. You were a complete jerk to the guy! You're chatting with a Comcast CSR at midnight, you keep second guessing him, and you have all of these assumptions about the CSR getting you some dirt cheap price. To top it off, you paste the conversation here to somehow validate your rudeness to the agent. Not cool man...

It maybe midnight here, but its 10:30 AM in India, so the CSR should be fresh as daisy. And he probably works from home too.

^ Would not surprise me
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pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to OldschoolDSL

One word comes to mind. Karma.



OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA

said by pflog:

One word comes to mind. Karma.

It's a nice thought, but unlikely


JohnInSJ
Premium
join:2003-09-22
Aptos, CA
reply to OldschoolDSL

Well, THAT CSR really shouldn't be paid his 50 cents for that hour.

No bread for you today, Alnair.
--
My place : »www.schettino.us


ctggzg
Premium
join:2005-02-11
USA
kudos:2
reply to pflog

said by pflog:

One word comes to mind. Karma.

No such thing, unfortunately. If there was, 90% of drivers would have crashed and caught on fire (without hurting the 10% who are innocent and decent drivers). Oops, tangent.


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to pflog

said by pflog:

One word comes to mind. Karma.

Sometimes I see OldschoolDSL See Profile's posts and think the same thing;)
BUT today I think he is right, I read the WHOLE thing, and even with Adam being a somewhat difficult customer, the CSR was was so busy being an AGGRESSIVE salesman, that he commited a horrible privacy breach.
OldschoolDSL See Profile I would recommend you forward this to jlivingood See Profile and ask him to forward/pursue it through the sales dept executive ranks or however it takes, to solve the obivous training lapse.
It's OK(I mean legal, I don't feel good about it) for CC to outsource sales calls to SHARKS, but customer security and "experience" is far more important then cheaper commissions or whatever benefit CC derives from it.

BTW I would have said I'll call back and hung up after the first time he ignored your "NO! this is what I want" I have little tolerance for aggressive sales people who WON'T listen.

jagged

join:2003-07-01
Boynton Beach, FL
reply to OldschoolDSL

what's new, once or twice i've had a chat rep pasting another customer's full social security number and address



pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to tshirt

Right, I'm not speaking of this particular case, but rather the historical cases I've read involving this particular person.

I think the OP has a legitimate complaint (despite being rather rude) in this case, but what goes around comes around, eh?
--
"Women. Can't live with 'em, pass the beer nuts." -Norm



OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to tshirt

said by tshirt:

said by pflog:

One word comes to mind. Karma.

Sometimes I see OldschoolDSL See Profile's posts and think the same thing;)
BUT today I think he is right, I read the WHOLE thing, and even with Adam being a somewhat difficult customer, the CSR was was so busy being an AGGRESSIVE salesman, that he commited a horrible privacy breach.
OldschoolDSL See Profile I would recommend you forward this to jlivingood See Profile and ask him to forward/pursue it through the sales dept executive ranks or however it takes, to solve the obivous training lapse.
It's OK(I mean legal, I don't feel good about it) for CC to outsource sales calls to SHARKS, but customer security and "experience" is far more important then cheaper commissions or whatever benefit CC derives from it.

BTW I would have said I'll call back and hung up after the first time he ignored your "NO! this is what I want" I have little tolerance for aggressive sales people who WON'T listen.

Without attempting to bring a flame war upon myself or you and not trying to take this "off topic" ..... Everything I have ever posted in the Comcast forum has always been honest, to the point (maybe a little blunt), and has been an accurate account of my issues with Comcast.

If my post have seem extreme... So have my experiences with Comcast. I would have long switched to another provided, if one was in my area that would service my address.

Back on topic.....

This was the 4th or 5th Comcast rep I spoke with that night (last night). They all sound the same and ending the chat.... Only brings upon the 6th, 7th, ect.... Of the same thing.

I have spoken to about 12+ other reps online total this week (also the same thing).

But I did admit that I was a little "firm" with him. And felt with his "sales views" and wasting my time.... I kept within the pace of things.
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
reply to pflog

said by pflog:

Right, I'm not speaking of this particular case, but rather the historical cases I've read involving this particular person.

I think the OP has a legitimate complaint (despite being rather rude) in this case, but what goes around comes around, eh?

As said before...

If my post have seem extreme... So have my experiences with Comcast. I would have long switched to another provided, if one was in my area that would service my address.

Everything I have ever posted in the Comcast forum has always been honest, to the point (maybe a little blunt), and has been an accurate account of my issues with Comcast.

( I do not see the reason to attack me for experiencing and reporting here, poor service )
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pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

I'm not discounting that you have and had issues, nor that it's not partially or fully Comcast's fault. I'm only pointing out you will catch more flies with honey than vinegar. If you can try to keep an optimistic and positive attitude when speaking/chatting with the reps, perhaps you will get better results. That is all I'm saying, and it was not meant to berate you, so I apologize if it came across that way.
--
"Women. Can't live with 'em, pass the beer nuts." -Norm



OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA

said by pflog:

I'm not discounting that you have and had issues, nor that it's not partially or fully Comcast's fault. I'm only pointing out you will catch more flies with honey than vinegar. If you can try to keep an optimistic and positive attitude when speaking/chatting with the reps, perhaps you will get better results. That is all I'm saying, and it was not meant to berate you, so I apologize if it came across that way.

I gain nothing from lying and if you notice... I don't post much... So logic would suggest (in my opinion)... That I only post here when I do have a reason.

But this is the "internet" and there are some crazy people who do thing for attention... And my experience while true.... Maybe extreme (lucky me, huh?) and may not reflect the bulk of everyone else... So I understand your skepticism.

Apology accepted and understood.

Although I do feel I did start my chat out positive.

Basic summery (mildly sarcastic)....

Hi, how are you
Good and you?
Would you be interesting into X higher plan?
No thank you
But X higher plan is wonderful
No, thank you.... I just want Y
You really should think about z higher plan
I said, NO .... I want Y
Oh OK.... I can sell you Z highest plan
No thank you... I said I want Y
Z higher plan would be good for you
*sigh*
So would you like Z plan?
*sigh* Sure... Why not...
Oh I'm mistaken I can't give you X or Z....
So you wasted my time?
Yes and here is 2 people's account details as consolation prize
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pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

said by OldschoolDSL:

Although I do feel I did start my chat out positive.

That you did
--
"Women. Can't live with 'em, pass the beer nuts." -Norm


motoracer

join:2003-09-15
united state
reply to OldschoolDSL

I just read a little of your chat, and you seem extremely rude.