Comcast business conduct

Author	All Replies
DesperateJim @intel.com	Comcast business conduct Hi, I tried to setup an account (Internet & TV) with Comcast and I am just horrified about the behavior of that company. In short words: - Internet promotion for “Blast Plus” 39.99USD - entered all required personal information into online form - Comcast support tells me in chat that price is 44.99USD - I am referring to Internet promotion - Support: “It is only for existing customer with Regular rates package” - Me: not true, it’s clearly indicated as "starting price for new customers" - Support: “rate will also depends on the location” - Me: “i did entered the location as mandatory information right at the beginning” and the form was always showing 39.99 - Support: “I have thoroughly checked the promotion price using your address and the price is $49.99” I mean, how ridiculous is that? The price for that package raised from 40 to 45 to 50USD in a few minutes… I have attached the (long) chat which I had with one of the Comcast employees (alias added; personal data deleted): Support: Hello ‘Jim’, Thank you for contacting Comcast Live Chat Support. My name is xxx. Please give me one moment to review your information. Support: I see you are interested in adding Comcast services. It's my pleasure to process your order and answer any questions you may have throughout our conversation. How are you today? ‘Jim’: fine thanks. how about u? Support: Great to know that, ‘Jim’! I am fine as well. Thank you for asking. Support: If at any time during this chat you don’t see my reply, please scroll to the bottom of the window. From time to time we’ve received feedback that the chat window isn’t auto-scrolling for our users. We are working to correct the problem. Support: Just to set expectations right, this chat is the last and the final step of your service request. In this interaction, before we process your order, we will check first the serviceability of the address, eligibility for promotion, and other information that might be needed to fulfill your order. Will this be fine with you? Support: I understand that you are interested with Blast Plus, am I correct? ‘Jim’: yes Support: Great! I would be glad to process your order today, ‘Jim’. Support: Great news! I have confirmed that your address is serviceable. Let's get started on setting up your service. Support: May I know if you are also looking for Telephone service? ‘Jim’: no, voice is not required Support: I totally understand you for that. You can always chat us back whenever you change your mind. Support: To protect you from having your identity used fraudulently to establish a Comcast account and also avoid processing any order without your consent, I will need the following information: 1. Full SSN number for future verification purposes 2. Nearest cross street for our technicians to properly locate the residence 3. Contact number for us to reach you 15 minutes prior to your appointment. Rest assured, all information given will be treated with utmost confidentiality. ‘Jim’: 1. –deleted- ‘Jim’: 2. –deleted- ‘Jim’: 3. –deleted- Support: Thank you so much. Support: Please give me 2-3 minutes to process your order. Support: I understand that you own a modem, am I correct? Support: May I know if you are still there? I am still here to assist you with your request for Comcast services. ‘Jim’: I will buy a modem instead leasing one Support: You are a very important Comcast customer but you have remained unresponsive for a time and seems that you have left the chat already. In order to provide the best customer service quality, I will now close this chat room and assist another customer who needs assistance for Comcast services. Support: I understand you for that, ‘Jim’. Support: Please have it authorized to our local office. Support: Comcast has recently adopted stricter Federal guidelines to protect our customers from identity theft. In order for me to create your Comcast account, I am required to do a Credit Check. Do I have your approval? ‘Jim’: so, yes i will choose one from the list of approved modems ‘Jim’: do I need to buy any other technical equipment? Support: Yes, ‘Jim’. Support: No, ‘Jim’. Just the Docsis 3 modem. Support: I am required to do a Credit Check. Do I have your approval? ‘Jim’: ok Support: Thank you so much. ‘Jim’: thank you. Anything else required? Support: I will check first the result of the credit check, ‘Jim’. ‘Jim’: i have no credit history yet. Just moved from foreign country to the US Support: Please make sure you would personally be available on the date of install with a valid photo ID since the result of the screening would require the technician to verify it . The technician may call approximately 15 minutes before arrival to your installation appointment. Please note that in the event that the technician does not receive an answer, the appointment may not be honored. Support: I am pleased to inform you that as per results of the credit check, we will not require any deposit for your order today. Support: I would like to inform you that you do not need to pay upfront during the installation. Your first month of services and installation charges if applicable, will be posted on your first bill. The bill is usually printed 7 days after the services are fully installed and working. ‘Jim’: great! Support: We are in the process of setting up your account, at this time you are the primary account holder and the only person authorized to make any changes. Is there someone you would like us to add as an authorized user that has your permission to make changes on your behalf? ‘Jim’: no, i will be the only holder Support: Not a problem, ‘Jim’. Support: Good news! I can see here that you can install the services yourself by taking advantage of our Self Installation kits. This gives you the freedom to setup your services at your most convenient time without having to wait for our technicians to do the installation for you. However, we do have a discounted one-time installation charge of $34.99 if you opt to have a technician do the installation for you. The advantage of this is that you need not worry about anything since our technicians will take care of everything for you. If ever you are not sure that the new address has enough outlets to accommodate with the number of equipment that you currently prefer, then I suggest that we send a technician to install the services for you. ‘Jim’: means, with self-installation the installation charge will be 0 ? Support: You will only pay the Self Install kit which is $30, ‘Jim’. ‘Jim’: what is the time range when you are going to send out the self-installation kit? Support: That would be within 3 days, ‘Jim’. ‘Jim’: in that case let’s go ahead with self-installation Support: Great! I will then send you Self Installation Kit, ‘Jim’. Support: I will be completing your order now. I will go over your order with you to make sure you get your services set up the way you want. I will also provide you with your order Account Number and Confirmation Number. Can I have a minute or two while I'm completing this for you? ‘Jim’: sure Support: Thank you so much ‘Jim’: sure Support: Thank you so much. Support: Before we finish up, I'd like to just take a minute to review what we have done for you today. Here are the details of your order: Service/s Ordered: Blast Plus -Promotional Rate: $44.99/mo for the first 6 -Rolls Off to: $64.99/mo for months 7-12 -After 12 months, regular charges apply. Comcast's current monthly service charge for the package is at $79.95/mo One-time Charges: Self Install Kit - $30 Total bill for the first month: $74.99 + taxes Monthly Recurring Charges: $44.99 + taxes Account number is: -deleted- Order confirmation number: -deleted- Support: It has been a pleasure assisting you with your order, and I am confident that you will enjoy your new services. I hope my assistance exceeded all of your expectations. Are there any questions or concerns for me to answer before ending this session? ‘Jim’: Blast Plus should be 39.99 the first 6 months Support: May I know where did you find that price, ‘Jim’? Support: Blast Plus is 44.99. ‘Jim’: Internet: ‘Jim’: »www.comcast.com/internet-service-west.html Support: I am sorry for that, ‘Jim’. However, Blast Plus promotional price for 6 months is $44.99. ‘Jim’: pls follow the link and you will see the promotion Support: Yes, ‘Jim’. I will check on that. Support: Please give me 2-3 minutes to check. ‘Jim’: sure Support: Thank you so much. Support: I checked the promotion package, ‘Jim’. It is only for existing customer with Regular rates package. In your case, you are a new customer that is why promotional price is $44.99 Support: Are there any questions or concerns for me to answer before ending this session? ‘Jim’: please check again: "starting price for new customers” ‘Jim’: right below the price tag Support: Yes, ‘Jim’. Support: Please give me 2-3 minutes to recheck. ‘Jim’: However, I am not going to move forward, as the entire booking process was always showing 39.99USD Support: Promotional rate will also depends on the location, ‘Jim’. I will double check on that. ‘Jim’: i did entered the location as mandatory information right at the beginning ‘Jim’: still there? Support: Please give me 2-3 minutes to recheck, ‘Jim’. Support: Yes, I am still here. Support: I apologize, ‘Jim’. I have thoroughly checked the promotion price using your address and the price is $49.99. Support: I updated our database also and the price is $49.99, ‘Jim’. ‘Jim’: in that case I have to apologize and I would like to cancel this order! Support: I understand how you feel, ‘Jim’. But this is the promotion price that we have. Support: Should you wish to order again, $49.99 would still be the price. ‘Jim’: I mean, it is just ridiculous as you cannot stick to the price which is offered on the comcast homepage ‘Jim’: no I quit and I will order my internet access at AT&T ‘Jim’: please send me the confirmation about the cancelled order to my e-mail address: ‘Jim’: -deleted- ‘Jim’: thanks Support: I am sorry to hear that, ‘Jim’. Our database is already updated with the process. Support: Yes, ‘Jim’. I will cancel your order instead. Support: Are there any questions or concerns for me to answer before ending this session? ‘Jim’: can you please send me the link or e-mail of your customer satisfaction office? Support: I apologize but I don't have the email address of our customer satisfaction office, ‘Jim’. ‘Jim’: thanks. Bye Support: Have a great day, ‘Jim’. The chat session has been closed Support: Analyst has closed chat and left the room
DesperateJim @intel.com	to forum · permalink · 2013-01-28 17:38:07 ·
rody_44 Premium join:2004-02-20 Quakertown, PA Reviews: ·Comcast 4 edits	I didnt read the whole chat but that link you provided includes tv which you are not ordering. The link specifys add internet to your existing comcast services. Follow the link thru and you will see. that is not applicable to you. You were trying to order blast and you have no video at all neither were you ordering it via the chat session. If you follow your link it is pretty clear you have to have either phone or vidoe to get that price.
	to forum · permalink · 2013-01-28 19:25:54 ·
weescotsman join:2011-10-02 Miami, FL	reply to DesperateJim You also have to pay the modem rental fee of $7.00 if your using the comcast modem there sending you plus taxes and fees , Did you read the bottom of the page in the link you posted Limited to service to a single outlet for residential customers. Not all services and features available in all areas. May not be combined with other offers. Pricing and services subject to change. Equipment, installation, taxes and franchise fees extra. Actual speeds vary and are not guaranteed. Cable modem required.
weescotsman join:2011-10-02 Miami, FL	to forum · permalink · 2013-01-28 19:28:55 ·
gar187er I do this for a living join:2006-06-24 Dover, DE kudos:4	reply to DesperateJim and internet/chat/1800comcast/front counter/sales reps all have different offers. not all offers are available/known by all. -- I'm better than you!
	to forum · permalink · 2013-01-29 07:20:43 ·

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