Comcast Billing Complaint

This guy is all I could think about the entire time I was chatting with the ironically titled Comcast Support.

10/11/13 XFINITY Chat

Charity > Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Charity. Please give me one moment to review your information.

Zane > My Issue: Comcast has billed me incorrectly and shows incorrect hardware.

Charity > How are you today?

Zane > Hello

Zane > Notes from my last contact should help here

Charity > Hope you are well, Zane

Zane > I talked with a rep who corrected everything and told me how much I owe

Zane > I cut everything but internet in August

Zane > And returned all hardware

Zane > You guys charged me 175.17 in September

Zane > I talked with someone who explained that everything would be credited and the hardware section on your website would get updated.

Zane > That was about a week ago

Zane > It still show s 175.17

Zane > And the telephone modem I returned still show s under hardware

Charity > I understand you have a concern about the balance you see online and I’m willing to assist you on this. I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.

Charity > To better assist you, do you mind if I ask you a few questions?

Zane > Sure

Charity > Thank you.

Charity > To ensure the integrity & security of the account, may you please verify the last 4 of your SSN?

Zane > xxxx

Charity > Thank you.

Charity > Do you remember the amount after the corrections are made?

Zane > Whatever the rate I am at is

Charity > Okay. Thank you very much. Please give me a minute or two while I pull up your account and check if the balance has been updated

Zane > I was also told that I would have credit applied for the prorated amount of the time that I already paid for between late Aug and early September when my next billing cycle started

Charity > While waiting, I’d like to remind you about the Comcast Customer Guarantee- it’s our promise to you that we stand behind our products and services and will be available 24 hours a day, 7 days a week to answer your questions online.

Charity > Thanks for holding

Charity > I have the account now and yes I do see the credits posted, Zane. The updated balance now is $47.09. Normally the balance should get updated online after 72 hrs but if you cant see that online yet, don’t worry about that. The credits will reflect on the next bill. You can pay $47.09 instead of $175.17

Charity > You wont be charged of any penalties for paying $47.09 only

Zane > ok, and that is for the month of October correct? Zane > I will go ahead and pay that now

Charity > $47.09 due date 10/03 and the next bill will be generated on Oct 15, due date for that will be on 11/03

Zane > That is full price for my current plan correct? When will the pro-rate credit be applied?

Charity > You can still pay until the 14th without late fees

Charity > That is already the amount after the prorate credits. The next bill should be the normal charges then

Zane > There is also supposed to be a credit applied to my account for the pro rate.

Charity > Your expected bill next bill is $39.95 before tax

Zane > I am confused

Zane > I paid 175.17 8/28/2013

Zane > That covered 8/15 – 9/15

Charity > Okay, you were charged of $175.17 for the dates 09/17 – 10/16 but you already cancelled everything but internet effective 8/26, right?

Zane > I cancelled my account 8/26

Zane > So I should be prorated credit for 8/26 – 9/15

Zane > My bill on 9/15 should have been for 39.95

Zane > minus the pro-rated credit

Zane > 8/26 – 9/15 = 20 days

Zane > I should have a prorated credit of 20 days x (175.17 – 39.93)/31

Zane > 87.25

Zane > So as of right now you guys should owe me 47.30

Zane > 87.25 – 39.95

Charity > Hold on

Zane > I should be paid through the next 2 months

Charity > I’m checking the bill history

Charity > Just a moment

Zane > ok

Charity > While I’m still checking the billing cycle and old plan rates. What is that other credit you mentioned for and how much was promised?

Zane > The previous rep said she would send an email and never did

Zane > I would say 87.25 based on my calculations above.

Zane > I guess I will stick to using chat. This is working pretty well so far and I can save a record for my books.

Charity > I appreciate your patience while on hold, I am still working/checking on your query. Please give me another two minutes for this, would that be okay?

Zane > Sure

Charity > Thanks for patiently waiting. I checked here and I see your last bill was for the cycle 8/17 – 9/16 and you are already paid for these dates $175.15 and Another charge for the dates 09/17 – 10/16 which is the current bill. The old plan was removed effective 8/26, so this means, the charges from 8/26 to 10/16 were removed based on the old plan and at the same time, from 8/26 to 10/16 total of two cycles, are charged of the new plan which is the new rate. The total credit prorate is $131.07, so your balance should be $44.10. You have a one time $2.99 change of service fee for downgrading the service, so it shows here $47.09

Zane > hmmmm

Zane > So for 8/26 – 10/16 my bill is 131.07 + 47.09?

Zane > 178.16

Zane > My current plan is only 39.95

Zane > I have no idea how your calculation is working

Charity > No, for 8/26 – 10/16, it is only $44.10.

Charity > The $131.07 is the credit

Zane > So when will I get my prorate credit?

Charity > You will see the credits on the next bill. Just like I said, it will show there $175.17 online but it is fine to pay $47.09.

Charity > Then the next bill will be $39.95 only

Zane > You guys owe me 131.07

Zane > So if I owe you 47.09 and you owe me 131.07 I actually owe you nothing and you still owe me 83.98

Charity > Technically, yes because that credit $131.07 doesn’t reflect on your online account yet but on our system, your balance is already $47.09. The detailed adjustments will be on the next statement but the amount should only be $39.95. So if you pay $47.09 today, then expect your next bill to be $39.95 only.

Zane > I get that

Charity > No, the $47.09 is already the amount AFTER the $131.07 credit.

Zane > I just don’t get when I will see the 131.07

Zane > We are back at square one

Zane > Lets take it step by step

Zane > Starting from 8/26

Zane > I severely downgrade service which I have already paid for. Comcast owes me 131.07.

Zane > Right.

Zane > As of the point of my cancellation you guys owed me 131.07.

Zane > Correct?

Charity > On 8/26 to 10/17, you are charged of the triple play, this was removed and at the same dates, prorated charges are applied based on the new rate. Your current bill is $175.15 minus the $131.07 prorate credit, then that is $44.10. I suggest you wait for the next bill statement to be generated so you can see how it was exactly calculated.

Zane > Hold on one second. I want to pull the bill that I paid last

Zane > was my last payment for the month ahead or behind?

Zane > as I thought, it is for the month ahead

Zane > Billing Date 08/15/13

Zane > Total Amount Due $175.17

Zane > 08/17 – 09/16

Charity > The last payment you made covered the dates 8/17 – 9/16.

Zane > So when I cancelled my service on 8/26 you guys owed me 131.07

Zane > Yes

Zane > And when I downgraded 8/26 you guys owed me a prorate of 131.07

Zane > Correct?

Zane > On your next reply please confirm or deny that statement

Zane > Clearly if I payed 175.17 and then only used your service for 11 days you owed me money

Zane > Which you have calculated at 131.07

Zane > So you guys owe me 131.07 and I have paid up to 9/16.

Zane > Now the 9/16 bill comes for my internet service which is only 39.95.

Zane > so as of this moment, you guys owe me 95.12.

Zane > Now I don’t think that is right because I don’t think your prorated credit of 131.07 is correct.

Zane > 08/17 – 09/16 = 31 days

Zane > 175.17 (Full Bill) – 39.95 (Internet Services Kept) = 135.22 (Services Dropped)

Charity > I really apologize but since there is no new bill yet that we can check the breakdown of the $131.07 credit I see here on the account. But to give you an idea of this credit posted here, this is only based on these amount: $144.95 triple play + $7.90 Total Additional XFINITY TV Services + $7 modem rental = $159.95, not the entire $175.15 amount because this includes the taxes and fees. How ever, once the new bill is out with the breakdown of this credit, the taxes are also adjusted.

Zane > 135.22 / 31 days = 4.36 daily pro rate

Zane > ok

Zane > so I need to use 159.95 for the calculation

Zane > 159.95 (Full Bill) – 39.95 (Internet Services Kept) = 120 (Services Dropped)

Charity > Yes, the tax adjustments will follow once the next bill is out. I will leave notes on the account, Zane. Let us wait for the next bill to be generated on 10/15, so on this date, check your online account and open the PDF statement, the breakdown of the $131.07 credit will be posted there. For now , I cant confirm nor deny your calculations because there is no basis for me to verify them.

Zane > 120 / 31 days = 3.87 Daily Rate

Zane > ok

Zane > Are you guys going to send an updated bill for September?

Charity > No.

Zane > I am not going to understand the bill unless you send me updated September and October bills

Charity > We generate one bill per month only.

Charity > Adjustments will be on the Oct statement

Charity > To be generated on 10/15 online

Zane > If I cancelled on 8/26 why did my bill on 9/15 not show my downgraded services?

Zane > Why did your system only show 2 of the 3 pieces of hardware returned?

Zane > I returned my hardware on 8/27

Zane > I have the receipt in my hand

Zane > Clearly you guys took note that I returned something

Charity > Based on the notes of your previous contacts, the triple play wasn’t cancelled so by the time your Sep bill was generated, it still shows the old plan even though you were only using the internet. So the last rep you spoke escalated this issue to a supervisor and the supervisor, created a disconnect order effective 8/26.

Zane > ???

Zane > So w hen I called your rep on the 26th and downgraded my service they did not?

Zane > When I returned my equipment they verified that my service was downgraded

Charity > Correct. No disconnect orders were made so you were still charged of the triple play. The Sep bill was generated 9/15. The disconnect order was completed 9/17. That’s why the bill showing there online is still the old plan.

Zane > So two people at Comcast lied to me

Zane > First the person I called to downgrade on the 26th and second, the person I handed my hardware over to when I asked them to confirm my plan was downgraded. I even asked her to confirm my new rate which she did.

Zane > I am extremely disappointed in the experience I have had in downgrading my service and have to request some sort of compensation for my time and effort invested in dealing with the multiple levels of failure by Comcast.

Zane > “I’d like to remind you about the Comcast Customer Guarantee- it’s our promise to you that we stand behind our products and services”

Zane > My internet works so the product is good. The service (other than your excellent service, thank you for your patience) has been terrible.

Zane > My account still show s that I have a phone modem in my possession.

Zane > The last person I spoke with explained that this would be corrected. Apparently that was on 9/17 from your statement above. It still show s that I have in my possession a Make & Model: Arris Interactive, L.L.C. TM602G

Zane > And from everything you have stated in this chat. I am going to have to call back again October 15th when I get my bill because your calculations are wrong.

Charity > On behalf of Comcast, I apologize for all the troubles this has caused you, Zane. I made sure everything is noted on the account in reference to our chat tonight. I truly appreciate your understanding and cooperation.

Charity > On Oct 15, just check on your online bill statement (PDF) first and if you see the breakdown is indeed wrong, then you can chat back anytime.

Charity > Do you have other concerns for me?

Zane > I appreciate the apology but that isn’t exactly going to give me back the 3+ hours I have invested in this issue.

Zane > Do you have any ability to apply any credit or discount to my account for my troubles.

Charity > You need to call our hotline for that discount requests, Zane. I can apply a credit here but limited to $10 only.

Charity > Shall that work for you?

Zane > Sure

Zane > Thanks

Zane > I appreciate your support

Charity > Okay, again, this wont reflect online yet until a new bill comes out.

Charity > You are most welcome.

Zane > ok

Charity > Thank you for contacting Comcast and have a great night!

Zane > So I have to pay 47.09 now ?

Zane > Else I will get a late fee?

Charity > You have until the 14th to pay before a late fee is applied. Payments on or after Oct 15 will have a late fee because a new bill will be generated that date

Zane > And even though it says I owe 175.17, if I pay 47.09 I will not be charged a late fee?

Charity > Yes. Paying $47.09 is okay because that is what reflecting here from our end.

Zane > ok

Charity > Online accounts are aren’t updated real time unlike our system here and just get updated once a new bill comes out

Zane > Thank you. Have a good night.

Charity > 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 w eek). Comcast also of f ers great FAQ and Help forums located at click here to help you solve many issues on your ow n. You can also reach us at 1-800-XFINITY (934-6489).

Charity > Thanks and take care

Zane > You too. Goodbye.

I hope that this rep is wrong and that my next bill shows the 131.07 credit.  Else,  I will have to go through this again.

Update:  Well it is 10/16.  One day after my bill was supposed to be generated and no bill.  Time to chat with Comcast again.

analyst Marc has entered room

Marc: Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Marc. Please give me one moment to review your information.

Zane: My Issue: Where is my bill?

Marc: Let me extend a warm smile to make your day even brighter! I am looking forward in helping you today.

Zane: thx

analyst Marc has entered room

Marc: You’re welcome.

Zane: So Comcast has severely messed up my billing and I was told to wait until my next bill on 10/15. It is 10/16. Where is my bill?

Marc: Oh, I see here that you were not able to get your billing statement.

Marc: As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat.

Marc: Please give me 2 minutes to pull up your account. Would that be okay?

Zane: yes

Marc: Thank you, Zane.

Marc: While waiting, you can check out Comcast.net. Comcast.net is a one stop personalizable website for up-to-the-minute information on news, weather, finance, sports, entertainment, travel and more. To learn about these and other great Comcast features for Video, High Speed and Digital Voice visit http://www.comcast.net

Marc: Thank you for staying online.

Marc: I have your account now and thank you for providing the correct account name, phone number and address during the onset of this chat session.

Marc: May I ask if you enrolled the account to our Ecobill?

Zane: not sure

Zane: If I did not within the last 4 months

Marc: I checked your account and I see here that you enrolled the account to our Ecobill. Once the account is enrolled to our Ecobill, you will not be able to get paper billing statement in the mail.

Zane: I am looking for my bill online

Marc: All your billing statements will be posted online using your Comcast online account.

Zane: Then where is it

Marc: Oh, great!

Marc: Were you able to see the billing statement generated last 09/15/2013?

Zane: no

Zane: wait

Zane: yes

Zane: where is the bill for 10/15

Marc: Let me give you the steps on how to check your billing statement online.

Zane: I know where it is online

Zane: Just not the 10/15 one

Zane: Is there a 10/15 bill generated?

Marc: As I checked your account, I see here that there is no bill generated for 10/15/2013 yet.

Zane: why is it late?

Marc: There was a credit prorate of $57.09 plus another credit prorate of $131.07 posted last 10/11/2013.

Zane: So what is my account balance at?

Marc: I see here that there is no balance due in your account yet.

Zane: There should be a negative balance

Zane: Which I can’t dispute until I get the bill

Zane: When will I get the bill

Marc: Yes, the balance due was supposedly $175.17 and the credit prorate applied in your account is $188.16. There is a remaining credit of $12.99 in your account.

Zane: that is wrong

Zane: when will I get my bill?

Zane: You guys are crediting me the pro-rate from the downgrade of my service from 8/26 – 9/15. The problem is you are prorating against the value billed to my account 9/15 which was incorrect. My bill 9/15 should have only been $39 since I only had internet.

Zane: All of which is pointless for me to argue with you until I get my bill

Zane: So… please tell me when I will get my bill.

Marc: I understand that. That’s the reason we credited all the charges from your previous bill so that you do not have to pay anything from your previous bill.

Zane: Since you have failed to answer my question in three attempts and since you have failed to deliver my bill on 10/15 please go ahead and credit my account $10 for the inconveniance.

Zane: And again, for the fourth time. When will I receive my bill?

Marc: As I see here, there is no bill generated for 10/15/2013 since the billing charges were modified on the cycle when the bill was supposedly be generated. There is a need for one full billing cycle for the system to be generated in your account. Therefore, there is a need for us to wait for the system to generate the bill as we are unable to manually generate the bill through this chat session.

Zane: Lets go ahead and review my last chat

Zane: https://customersupportreview.wordpress.com/2013/10/11/comcast-billing-sucks/

Zane: please visit that link and investigate my last chat

Marc: All notes were posted in your account.

Zane: Charity > Yes, the tax adjustments will follow once the next bill is out. I will leave notes on the account, Zane. Let us wait for the next bill to be generated on 10/15, so on this date, check your online account and open the PDF statement, the breakdown of the $131.07 credit will be posted there. For now , I cant confirm nor deny your calculations because there is no basis for me to verify them.

Zane: Please credit my account $10 (your limit) for the continued inconvenience of your failed support and billing system and give me a specific date which you will have my bill presented.

Marc: That credit needs to be audited first, however, I can surely processing the credit in your account and once approved, it will be posted in your account.

Marc: Please wait for the bill to be generated by the system as we do not have the exact date and time for the system to generate your current bill.

Zane: thank you, Now when will I receive a final bill for me.

Zane: ok then. I guess I will check back daily.

Zane: Thank you for your support.

Marc: Rest assured that your billing charges are already corrected and billing history will not be affected as we will also depend on the system to generate your updated bill.

Marc: You’re welcome.

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Comcast Poor TV Signal Complaint

I thought it would be appropriate to post a good review of Comcast support.

Today I tried to watch my usual Tuesday “The Office” hour and found the HD so choppy that it was unwatchable.  Thankfully we use Netflix and were able to watch the episodes online.  After watching the show I decided to try to call Comcast.  After two attempts going straight to a message that they are unable to take my call (does Comcast even offer phone support anymore) I went online.  This experiance went well and was very timely.  I joined the chat room at #10 in the queue.

user Zane has entered room

Zane(Tue Jun 24 2008 23:13:14 GMT-0400 (Eastern Daylight Time))>
Many cable channels are fuzzy.  Many digital HD channels are extreamly choppy

analyst Kris has entered room

Kris(Tue Jun 24 2008 23:20:13 GMT-0400 (Eastern Daylight Time))>
Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Kris. Please give me one moment to review your information.

Kris(Tue Jun 24 2008 23:20:14 GMT-0400 (Eastern Daylight Time))>
I will be happy to assist you with your questions today.

Kris(Tue Jun 24 2008 23:20:19 GMT-0400 (Eastern Daylight Time))>
I apologize for the inconvenience, I can understand your frustration.

Kris(Tue Jun 24 2008 23:20:20 GMT-0400 (Eastern Daylight Time))>
Please give me a minute while I pull up your account.
Zane(Tue Jun 24 2008 23:21:51 GMT-0400 (Eastern Daylight Time))>
ok

Kris(Tue Jun 24 2008 23:21:28 GMT-0400 (Eastern Daylight Time))>
May I know your account number please?

Zane(Tue Jun 24 2008 23:22:26 GMT-0400 (Eastern Daylight Time))>
xxxxxxxxxxxxx

Zane(Tue Jun 24 2008 23:23:08 GMT-0400 (Eastern Daylight Time))>
Does Comcast know their telephone support is completely nonfunctional

Kris(Tue Jun 24 2008 23:22:59 GMT-0400 (Eastern Daylight Time))>
I will report that issue.
Kris(Tue Jun 24 2008 23:23:01 GMT-0400 (Eastern Daylight Time))>
I apologize for the inconvenience, I can understand your frustration.

Kris(Tue Jun 24 2008 23:23:09 GMT-0400 (Eastern Daylight Time))>
Can you please check to make sure that all of your cable connections are tight please? If you also have a splitter, please check it as well.

Zane(Tue Jun 24 2008 23:23:37 GMT-0400 (Eastern Daylight Time))>
thank you

Zane(Tue Jun 24 2008 23:25:34 GMT-0400 (Eastern Daylight Time))>
Are you still looking up my account?

Kris(Tue Jun 24 2008 23:25:18 GMT-0400 (Eastern Daylight Time))>
I got it.

Kris(Tue Jun 24 2008 23:25:21 GMT-0400 (Eastern Daylight Time))>
v4.

Kris(Tue Jun 24 2008 23:25:24 GMT-0400 (Eastern Daylight Time))>
For identification, could you please verify the last 4 digits of the Social Security Number listed on the account?

Zane(Tue Jun 24 2008 23:26:01 GMT-0400 (Eastern Daylight Time))>
xxxx

Kris(Tue Jun 24 2008 23:25:41 GMT-0400 (Eastern Daylight Time))>
Thank you!

Kris(Tue Jun 24 2008 23:25:55 GMT-0400 (Eastern Daylight Time))>
Can you please take a moment and unplug the box from your power source for 30 seconds then plug it back in?

Zane(Tue Jun 24 2008 23:26:54 GMT-0400 (Eastern Daylight Time))>
Sure.  My box is downstairs so you may want to tell me the next couple steps so I can do as many as possible before returning

Zane(Tue Jun 24 2008 23:27:09 GMT-0400 (Eastern Daylight Time))>
brb

Kris(Tue Jun 24 2008 23:27:00 GMT-0400 (Eastern Daylight Time))>
No problem.

I accidentally knock the internet offline while unplugging the cable box
analyst Kris has left room
user Zane has left room
analyst Kris has entered room
user Zane has entered room

I run upstairs to check to see if I have to start over again (Doh!).  OMG, I don’t !  Sweet!
Kris(Tue Jun 24 2008 23:29:19 GMT-0400 (Eastern Daylight Time))>
Still the same issues?

Zane(Tue Jun 24 2008 23:29:57 GMT-0400 (Eastern Daylight Time))>
Yes

Kris(Tue Jun 24 2008 23:29:39 GMT-0400 (Eastern Daylight Time))>
Please make sure that the box is turned on.

Kris(Tue Jun 24 2008 23:29:43 GMT-0400 (Eastern Daylight Time))>
send a hit signal.

Zane(Tue Jun 24 2008 23:30:11 GMT-0400 (Eastern Daylight Time))>
I knocked off the internet

Zane(Tue Jun 24 2008 23:30:19 GMT-0400 (Eastern Daylight Time))>
ok, one sec

Kris(Tue Jun 24 2008 23:30:50 GMT-0400 (Eastern Daylight Time))>
I will now send a hit signal.

Kris(Tue Jun 24 2008 23:32:12 GMT-0400 (Eastern Daylight Time))>
I have sent a signal to your digital box. Can you please check to see if this has resolved your issue?

Zane(Tue Jun 24 2008 23:34:37 GMT-0400 (Eastern Daylight Time))>
That seemed to fix it

Zane(Tue Jun 24 2008 23:34:55 GMT-0400 (Eastern Daylight Time))>
Thank you for your support

Kris(Tue Jun 24 2008 23:34:37 GMT-0400 (Eastern Daylight Time))>
You are welcome.

Kris(Tue Jun 24 2008 23:34:39 GMT-0400 (Eastern Daylight Time))>
Is there anything else I could assist you with today?

Zane(Tue Jun 24 2008 23:35:16 GMT-0400 (Eastern Daylight Time))>
No.  Thank you.

Well Done Comcast!  This post is your reward for good support!  Keep it up!

Comcast Relocation Request

For my first review lets do Comcast Cable Television.  I am sure many of you have had to deal with Comcast Television support before.  The attempted transaction I will try to accomplish is a simple “Move” notification which would require Comcast to receive input of a date, account information and a new location.  They should then check services available in the new location as well as current service technicians in that area’s schedule.

 Step 1:  Call 1-800-Comcast

Dialed 1-800-Comcast.  Select English.  Select change account or services.  After a few rings I am disconnected.  Not going to try that one again.

Step 2:  Try online support.

Opened http://www.comcast.com/Corporate/Customers/contactus/ContactUs.html

Selected Live Chat.  After a few failed recommendations I open a chat (this one was unfortunately not captured for your entertainment.  I closed it before I started this blog.  In summary, after 30 mins of telling the technician details about me and my account the technician fwd me to http://www.comcast.com/move .  I filled out all forms and found that this section put me in line to chat with another technician.  Place in line, 30.  I tried to explain how asinine this was that I would be placed back in line to talk to a technician but eventually sensed the communication capabilities of the technician at hand was limited.

I close said chat window and wait an hour for the new technician to arrive.  This conversation flows as follows…

user Zane has entered room

Zane(Tue May 27 11:11:21 EDT 2008)>Order Information

analyst Emerjoy has entered room

Emerjoy(Tue May 27 11:47:32 EDT 2008)>Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Emerjoy. Please give me one moment to review your information.

Emerjoy(Tue May 27 11:47:34 EDT 2008)>Welcome to the online chat portion of the Comcast Transfer of Service order system.  Let me take a few moments to confirm the serviceability of your new address.  Please feel free to ask any questions you might have as we work through this process.

Zane(Tue May 27 11:48:06 EDT 2008)>Hello

Emerjoy(Tue May 27 11:48:39 EDT 2008)>Hello Zane, how are you today?

Zane(Tue May 27 11:48:41 EDT 2008)>Good

Zane(Tue May 27 11:48:44 EDT 2008)>so how does it look?

Emerjoy(Tue May 27 11:49:25 EDT 2008)>Your new address is serviceable Zane, we can proceed with the transfer process.  In order to do so, I must verify security on your existing account.  Can you please give me the account number or the last 4 digits of the account holder’s SSN?

Zane(Tue May 27 11:49:35 EDT 2008)>xxxx

Emerjoy(Tue May 27 11:49:42 EDT 2008)>Thank you. I understand you are interested in transferring Digital Package; High-Speed Internet to your new address. Is this correct xx Xxxxxxx,xxxxx?

Zane(Tue May 27 11:50:32 EDT 2008)>yes

Emerjoy(Tue May 27 11:50:46 EDT 2008)>Please provide the nearest Cross intersection to your new home, so that the installer will have an easier time of finding your residence and we can ensure a punctual appointment. Thank you.

Zane(Tue May 27 11:51:19 EDT 2008)>Xxxxx and Xxxxxxxx

Emerjoy(Tue May 27 11:51:27 EDT 2008)>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 honoured. Is this the telephone number you would like the technician to call xxx-xxx-xxxx?

Zane(Tue May 27 11:51:37 EDT 2008)>no

Zane(Tue May 27 11:51:43 EDT 2008)>xxx-xxx-xxxx

Zane(Tue May 27 11:52:04 EDT 2008)>xxx-xxx-xxxx is my house phone number and I am not sure they will successfully transfer the phone in time

Zane(Tue May 27 11:52:25 EDT 2008)>I need to have the transfer done on the 21st as My wife and I work from home and need internet Monday

Zane(Tue May 27 11:52:47 EDT 2008)>is that a problem

Emerjoy(Tue May 27 11:53:01 EDT 2008)>I apologize, but we ask that you chat back with us closer to your move date.  The schedule has not yet been updated on our online chat system and we are not able to view available time slots for disconnection and installation as of yet.

Zane(Tue May 27 11:53:26 EDT 2008)>That is unacceptable

Zane(Tue May 27 11:53:32 EDT 2008)>I waited almost an hour for this chat

Zane(Tue May 27 11:53:52 EDT 2008)>You are to contact your manager and figure out how to schedule me for the 21st of June

Zane(Tue May 27 11:53:55 EDT 2008)>I am not doing this again

Emerjoy(Tue May 27 11:54:47 EDT 2008)>I do apologize Zane.  You can contact 1800COMCAST or visit a Local Comcast Office and they will be able to process your transfer immediately.  The Online Chat system does not offer us the flexibility to view schedules that far ahead in time.

Zane(Tue May 27 11:54:57 EDT 2008)>if you expect to type anything but ok please have your manager call me at xxx-xxx-xxxx immediatly

Zane(Tue May 27 11:55:07 EDT 2008)>ok,  have your manager call me

Zane(Tue May 27 11:55:14 EDT 2008)>I called 1800 comcast and it is down

Zane(Tue May 27 11:55:32 EDT 2008)>I chatted with a tech who forwarded me to comcast.com/move which forwarded me to you

Zane(Tue May 27 11:55:40 EDT 2008)>and I am not doing this again

Zane(Tue May 27 11:55:57 EDT 2008)>so you will lose me as a customer if you do not have you manager call me right now

Emerjoy(Tue May 27 11:56:07 EDT 2008)>Let me see if a supervisor is available to take a chat.

Zane(Tue May 27 11:56:12 EDT 2008)>thank you

Zane(Tue May 27 11:59:14 EDT 2008)>What is the ETA?

(about 30 mins past.  during this time http://upportreview.wordpress.com is born)

Zane(Tue May 27 12:08:15 EDT 2008)>FYI,  While I am waiting I am creating a blog to review you and your companies response to this request.  http://supportreview.wordpress.com/

Zane(Tue May 27 12:08:29 EDT 2008)>Everything from here on out is being recorded and is being published.

Zane(Tue May 27 12:08:41 EDT 2008)>I urge you to hurry up

Zane(Tue May 27 12:08:52 EDT 2008)>I am writing

Emerjoy(Tue May 27 12:09:15 EDT 2008)>I’m going to need you to be patient with me while I transfer our chat to a supervisor.  Both accounts are also being reviewed.

Emerjoy(Tue May 27 12:12:10 EDT 2008)>Please wait, while the problem is escalated to another analyst

analyst Eric has entered room

Eric(Tue May 27 12:12:25 EDT 2008)>Hello, my name is Eric and I’m the supervisor on duty at the moment.  I understand that you have questions regarding the disconnection and reconnection process, is that correct?

analyst Emerjoy has left room

Zane(Tue May 27 12:12:44 EDT 2008)>Hello

Zane(Tue May 27 12:12:55 EDT 2008)>are you there

Eric(Tue May 27 12:13:12 EDT 2008)>Yes, I am, Zane.

Zane(Tue May 27 12:13:38 EDT 2008)>can you call

Zane(Tue May 27 12:13:41 EDT 2008)>xxx-xxx-xxxx

Eric(Tue May 27 12:15:30 EDT 2008)>I’m afraid I’m not able to contact you by phone, as this is a chat center.  I sincerely apologize for the inconvenience associated with this process, however due to the inavailability of local scheduling slots, it’s not possible for us to schedule a disconnection and reconnection for you at this time at the national level through chat.  By visiting a local Comcast center in person, you may be able to have an arrangement made for a manual setup, but it cannot be setup through chat at the national level.  My apologies again for any inconvenience this delay may have caused.

Zane(Tue May 27 12:15:41 EDT 2008)>Epic Failure

Chat closed.

To be continued.  I have had enough Comcast for the day.