DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
| [CDV] Is this how Comcast expects to gain new CDV Customers?
quote:
William > Hello. Thank you for choosing Comcast. My name is William and I will be processing your order. This will take a few minutes so feel free to ask questions while I process your order.
comcast_guest > ok
William > I see you currently have an account with us at this time. In order to verify security, can you please provide me with the last 4 digits of your Social Security Number.
comcast_guest > ****
William > Thank you.
comcast_guest > no prob
William > Ok the security check was good. Unfortunately I do not deal with Comcast Digital Voice orders so I will have to transfer you to another agent. Will this be ok with you?
comcast_guest > ok...
William > Thank you.
William > Please wait, while the problem is escalated to another analyst
Christopher > Thank-you for contacting Comcast Digital Voice. My name is Chris. Could I get the telephone number on the account starting with the area code please?
comcast_guest > **********
Christopher > Thank you very much. How can I assist you with your Digital Voice service today?
comcast_guest > ....
comcast_guest > um
comcast_guest > ok
comcast_guest > i just placed an online order.
comcast_guest > this other guy tells me he cant handle it
comcast_guest > and gives me over to you...
Christopher > What was the order concerning?
comcast_guest > I just placed an order for Digital Voice through the website. (24.95 for 7 months, etc). After i placed the order, it connected me to chat, as it normally does for online orders, to finish the ordering process.
Christopher > I apologize that you were transferred, but it seems as your were transferred incorrectly. This chat is for general inquiries, account upgrades, bill transactions, etc. for existing Comcast Digital Voice customers.
Christopher > If you had any other questions concerning your Comcast Digital Voice order, I suggest you call our customer service line at 1-800-266-2278 and speak with our sales department. They deal with all the new accounts that have not yet been set up.
comcast_guest > ...
comcast_guest > thanks for nothing
Christopher > Customer has closed chat and left the room
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jakoe420
join:2003-09-05
Knoxville, TN
clubs:
1 edit | nevermind. |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
| reply to DreamWraith
It wasn't whining. It was an idle observation. I had the determination to call, and had to re-complete the entire order process. I imagine that most people might not be that determined. Thus the subject line "Is this how Comcast expects to gain new CDV Customers"
I guess i find it kind of ironic when i received a "letter" this same day from the Area VP attesting to "good service" and trying to sell me Digital Voice, and then when i actually make an attempt at ordering, I hit a brick wall.
Is that the worst thing that happened to me today? Sure. Is it the worst thing ever? Not by a long shot.
Am I somehow stupid, ignorant, whiny, or conceited that I made an observation as to how poorly executed their on line ordering is?
Hardly. |
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bowlingjet
join:2006-05-25
Baltimore, MD
| reply to DreamWraith
When ordering CDV, one must call in to sales. There are certain things that must be processed before the order will go through. If you are porting your number, you will need to go through third party verification. So sorry you got the run around, but you will need to call to order CDV service. |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA | reply to DreamWraith
If it were the case that EVERY customer had to call, certainly they wouldnt even offer online ordering as an option in the respect that they do.
I already DID call, as i posted above.
I didn't port any number. |
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MrChupacabra
Premium
join:2003-03-26
Florida
 ·Bright House
| said by DreamWraith  :If it were the case that EVERY customer had to call, certainly they wouldnt even offer online ordering as an option in the respect that they do. Actually it does make sense. You get most of the leg work done online. The remaining bits are the legal requirements for service for verifying that you are in-fact agreeing to setting up service or porting a number and what not.
Its a side effect of the slamming practices that phone companies use to use. Thank them for the inconvenience. 
--
If it's worth saying, it is worth saying politely |
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tonyday
join:2003-09-11
San Jose, CA
| reply to DreamWraith
DreamWraith, I get what you're talking about. (You and I are probably the only ones on this board who do). You're not asking for somebody to solve your problem or tell you how to order CDV. You're observing that Comcast customer service is third-world and probably loses them huge numbers of potential customers. |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
| reply to MrChupacabra
quote:
Actually it does make sense. You get most of the leg work done online. The remaining bits are the legal requirements for service for verifying that you are in-fact agreeing to setting up service or porting a number and what not.
Its a side effect of the slamming practices that phone companies use to use. Thank them for the inconvenience.
I can understand a "FINAL Verification Phone Call".
That is not what I had occur. I placed my order online, and like with all online orders, was forwarded to Live Chat to complete the order.
Then i was directed to call in, because the live chat rep "could not handle digital voice" and forwarded me to "digital voice technical support" instead of digital voice sales.
I also mentioned that i had to COMPLETELY start over with my order when i called in. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
1 edit | reply to DreamWraith
said by DreamWraith :If it were the case that EVERY customer had to call, certainly they wouldnt even offer online ordering as an option in the respect that they do. In our area, EVERY customer must call. The website says:
For pricing, introductory offers and availability, call 1-800-COMCAST or
click here.
...and the click here link just goes to another page that says you can't order it online!
Anyway, you sound normal to me. |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12 | reply to DreamWraith
Thats 3 mins of your life youll never get back.  |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
| reply to DreamWraith
Don't beleive you can make an order online?
Well, the fact that i said after running it through it forwarded me to live chat should be proof enough. But just in case you are still skeptical, see the above image. |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| Looks more like a sales lead then an install form.For CDV its missing all kinds of needed info.
Either way, it is deceptive.
--
*´*)
¸.•´¸.•*') ¸.•*.
(¸.•´ (¸.•'
Technicians -Unplugged |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
2 edits | reply to DreamWraith
the order goes through to complete just like if it were an order for HSI or Cable TV.
Then it forwards you to a Live Chat rep, just like HSI or CTV.
Then, apparently, you get told "i cant handle this" and forwarded to the wrong dept. Then you get told you are fucked and have to call in.
The sales rep on the phone asked nothing more than i filled out on the online order. In fact, even less.
That screen is not everything that needs to be filled. Thats a couple screens in.
Notice the blue progress bar on top. |
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alalper
Premium
join:2000-08-20
Philadelphia, PA | reply to CableTool
I'll bet it took at least 4. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
| reply to DreamWraith
If I click on the Order Now button on the CDV web page, I eventually (after entering zip code and some other info) get to this:
Comcast Digital Voice service is temporarily not yet available for sale on our Web site at the address you entered. Please call 1-888-COMCAST to order service. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| reply to DreamWraith
said by DreamWraith :Am I somehow stupid, ignorant, whiny, or conceited that I made an observation as to how poorly executed their on line ordering is? Hardly. No, but one thing for sure is it sounds like you are completely perfect in life, never have issues, never stumble, or make mistakes then eh?
Man, I wish I as perfect as you.
This thread is probably better for rants, raves, praises... however, you are not wrong for your observation. But hey, stuff happens.. you got a bad call.. The phone company does it, electric, credit card company, no matter who you call or chat you will have issues from time to time.
Not to mention,.. the "whole process" with CVD doesn't take that long.. it's a few questions and pick an appointment and you are done.
The one thing for sure is that the next time I stand in line at the DMV for 2.5 hours, with an appointment, I will remember your story and wish my problem was only as bad as yours.. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
1 edit | said by fiberguy :... the next time I stand in line at the DMV for 2.5 hours, with an appointment, I will remember your story and wish my problem was only as bad as yours.. That's pretty sad - the only way you could think to make Comcast look good was to call him a perfectionist and to compare Comcast to a government bureaucracy?  |
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DreamWraith
Premium
join:2004-04-07
Mount Vernon, WA
1 edit | reply to DreamWraith
Where did I say I was perfect?
I never said I was. Perhaps if this was the only such instance of getting jacked around while trying to order, i wouldn't be so spiteful.
And what is with all the personal attacks anyways? Did i do something to YOU?
This kind of stuff is a common occurance. What is so "wrong" about me making an open query as to how they expect to not lose customers to a shoddy, malfunctioning ordering process?
People make posts all the time about their speeds being off, and they don't get personally flamed just because they post.
It is an issue with how comcast handles their ordering system, and they most likely lose quite a few annoyed customers to it. You haven't disagreed with me, so why continue to argue and lambast me with "well if thats the worst that ever happens to you" and "well, i had to wait at DMV for 2.5 hours...."
So SOO sorry for finding a fault with a company who was sending me junk mail after junk mail weekly trying to sell me a service, and then, not even being able to order it without jumping through hoops.
I am SOO sorry for expecting things to work as they are supposed to.
I am SO SOOO SOOOO sorry for not making it clear that i wasn't suggesting that i was perfect.
I am even MORE SO SO SOOO SOOOOOO sorry that i didn't specifically spell out that I am pointing out a flaw in their system, not their people. And that perhaps their sales reps for live chat arent properly trained.
Oh yea. And lastly, I am SO sorry that you feel the need to jump down the throat of someone who simply had a bad experience and posted about it.
Wow. |
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bowlingjet
join:2006-05-25
Baltimore, MD
| I fail to see how this situation constitutes jumping through hoops. Unlike HSI service were it can be ordered by any means b/c all you have to do is register a modem, CDV order entry is different. In the majority of cases people have ported there numbers from other providers where tird party verification is required. This requires one to call in and do so.
Also online ordering for CDV might make ordering easier and less time consuming, but with issues that can happen with installation and the fact that everything has to be done a certain way to avoid problems, makes calling in at least at this stage necessary.
As I said before sorry you got through all of that then at the very end of order confirmatiion was told you'd have to start from scratch. Maybe in the future like some areas have not, it will show you from the beginning that the site will not process the order online. |
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jdelan
join:2005-09-22
Alexandria, VA | reply to DreamWraith
They made a mistake by forwarding you to someone and then they corrected it by telling you to call the number they provide. Do you want them to make the call and answer all of their questions for you? I fail to see the hoops. |
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