03 June 2008

Why Comcast is terrible ...

I tried to downgrade my cable from Digital Cable to Limited Basic on Comcast tonight. Let me tell you, Comcast is terrible.

Here is the transcript. Note the bolded passages, where, among other things, they wanted to charge me a $25 installation fee TO CHANGE MY PLAN. Insanity, my friends, insanity.

Erik(Tue Jun 03 2008 22:24:02 GMT-0700 (PDT))> I would like to change my plan to Limited Basic

Lotta.24942(Tue Jun 03 2008 22:49:28 GMT-0700 (PDT))> Hello Erik_, Thank you for contacting Comcast Live Chat Support. My name is Lotta.24942. Please give me one moment to review your information.

Lotta.24942(Tue Jun 03 2008 22:49:31 GMT-0700 (PDT))> I will be glad to assist you today.
Lotta.24942(Tue Jun 03 2008 22:49:50 GMT-0700 (PDT))>May I ask why do you want to changer your cable plan to Limited Basic, Erik?

Erik_(Tue Jun 03 2008 19:50:24 GMT-0700 (PDT))> It is too expensive for what it is worth. We don't need it anymore.

Lotta.24942(Tue Jun 03 2008 22:50:33 GMT-0700 (PDT))> I see.
Lotta.24942(Tue Jun 03 2008 22:50:47 GMT-0700 (PDT))> May I have your account number please? So I can better assist you.

Erik_(Tue Jun 03 2008 19:51:20 GMT-0700 (PDT))> XXXXXXXXXXXXXXXX

Lotta.24942(Tue Jun 03 2008 22:51:19 GMT-0700 (PDT))> Thank you for that information.
Lotta.24942(Tue Jun 03 2008 22:51:23 GMT-0700 (PDT))> How are you today?

Erik_(Tue Jun 03 2008 19:52:03 GMT-0700 (PDT))> I'm doing well, thank you.

Lotta.24942(Tue Jun 03 2008 22:52:07 GMT-0700 (PDT))> Great to hear that you are doing well.
Lotta.24942(Tue Jun 03 2008 22:52:08 GMT-0700 (PDT))> You are welcome.
Lotta.24942(Tue Jun 03 2008 22:52:09 GMT-0700 (PDT))> For identification, could you please verify the last 4 digits of the Social Security Number listed on the account?

Erik_(Tue Jun 03 2008 19:52:30 GMT-0700 (PDT))> XXX

Lotta.24942(Tue Jun 03 2008 22:52:35 GMT-0700 (PDT))> Thank you for that information.
Lotta.24942(Tue Jun 03 2008 22:52:41 GMT-0700 (PDT))> I am now going to process your order.
Lotta.24942(Tue Jun 03 2008 22:52:45 GMT-0700 (PDT))> Please hold.
Lotta.24942(Tue Jun 03 2008 22:54:37 GMT-0700 (PDT))> Thank you for waiting.

Lotta.24942(Tue Jun 03 2008 22:54:55 GMT-0700 (PDT))> Your new monthly rate would be $11.70 before taxes and fees.

Erik_(Tue Jun 03 2008 19:55:20 GMT-0700 (PDT))> Alright

Lotta.24942(Tue Jun 03 2008 22:55:10 GMT-0700 (PDT))> There is also a one time installation fee of $25.
Lotta.24942(Tue Jun 03 2008 22:55:15 GMT-0700 (PDT))>Okay.

Erik_(Tue Jun 03 2008 19:55:47 GMT-0700 (PDT))> There is a fee to change my plan?
Erik_(Tue Jun 03 2008 19:56:24 GMT-0700 (PDT))>We already have the cable installed here? Why is there another installation fee?

Lotta.24942(Tue Jun 03 2008 22:56:15 GMT-0700 (PDT))> What do you mean?

Erik_(Tue Jun 03 2008 19:56:55 GMT-0700 (PDT))> We have digital cable and we're trying to change the plan to limited basic
Erik_(Tue Jun 03 2008 19:57:06 GMT-0700 (PDT))> why would i have to pay another installation fee?

Lotta.24942(Tue Jun 03 2008 22:57:49 GMT-0700 (PDT))> It is because your Basic Cable is wired and has a different way of installing it.

Erik_(Tue Jun 03 2008 19:59:08 GMT-0700 (PDT))> That doesn't even make sense ... so if I change to non-digital cable I get charged for a new installation?

Lotta.24942(Tue Jun 03 2008 22:59:38 GMT-0700 (PDT))> I understand where you are coming from but yes, there is an installation fee.

Erik_(Tue Jun 03 2008 20:00:02 GMT-0700 (PDT))> Listen, if that is the case, then just cancel our service
Erik_(Tue Jun 03 2008 20:00:10 GMT-0700 (PDT))> This is rather ridiculous

Lotta.24942(Tue Jun 03 2008 23:00:10 GMT-0700 (PDT))> I am sorry to hear that, Erik.
Lotta.24942(Tue Jun 03 2008 23:00:27 GMT-0700 (PDT))> If you want to cancel your service, you can contact your local office for the cancellation.

Lotta.24942(Tue Jun 03 2008 23:00:38 GMT-0700 (PDT))> Do you know the contact details of your local office?

Erik_(Tue Jun 03 2008 20:00:49 GMT-0700 (PDT))> So I can;t cancel it here?

Lotta.24942(Tue Jun 03 2008 23:00:59 GMT-0700 (PDT))> Your local office is the only authorize to cancel services.

Erik_(Tue Jun 03 2008 20:01:17 GMT-0700 (PDT))> Wow.

Lotta.24942(Tue Jun 03 2008 23:01:22 GMT-0700 (PDT))> If you want I can just give you a promo of our Digital Cable package.

Erik_(Tue Jun 03 2008 20:01:34 GMT-0700 (PDT))> Yes, I know where it is ... and I will gladly cancel this service ... this is ridiculous
Erik_(Tue Jun 03 2008 20:01:41 GMT-0700 (PDT))> No thanks, this is insane

Lotta.24942(Tue Jun 03 2008 23:01:37 GMT-0700 (PDT))> Alright then.
Lotta.24942(Tue Jun 03 2008 23:01:38 GMT-0700 (PDT))> Is there anything else I can help you with?

Erik_(Tue Jun 03 2008 20:02:02 GMT-0700 (PDT))> No, thanks.

Lotta.24942(Tue Jun 03 2008 23:02:26 GMT-0700 (PDT))> Okay.
Lotta.24942(Tue Jun 03 2008 23:02:27 GMT-0700 (PDT))> You are welcome.
Lotta.24942(Tue Jun 03 2008 23:02:29 GMT-0700 (PDT))> It is my pleasure to assist you today.
Lotta.24942(Tue Jun 03 2008 23:02:30 GMT-0700 (PDT))> I will appreciate your feedback about the service you experienced with me today. It is our priority to provide you the best customer service. Kindly answer the survey at the end of this chat so we will know how we can improve our service.
Lotta.24942(Tue Jun 03 2008 23:02:31 GMT-0700 (PDT))> Thank you for contacting Comcast! We appreciate your business!
Lotta.24942(Tue Jun 03 2008 23:02:32 GMT-0700 (PDT))> If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently.
Lotta.24942(Tue Jun 03 2008 23:02:33 GMT-0700 (PDT))> Have a great evening!


Jesse said...

Let me introduce you to Consumerist, the greatest thing since sliced bread:


Alex said...

You do realize that the reason they charge you to downgrade from basic to limited is because they have to send a technician out and install a filter on your line right?

getting frustrated and yelling at the rep is hardly a way to get your problem resolved.

Darrell said...

They really don't, Alex, and it's absurd that you think they do.

Listen, if they can flick a switch on their end and add channels to a person's service, they can sure as hell remove channels in the exact same manner. The installation fee is bogus, and you and I both know it is.

By the way Al, you need to learn the difference between yelling and expressing amazement when confronted by blatant bullshit. It's not unreasonable to be taken aback by something so damned stupid. I think he managed to keep things downright civil given the absurdity of what the CSR told him, and I applaud him for not taking the CSR's head right there.

Look, I know that it's not their fault that they work for Satan, at least it isn't their fault in today's shitty economic climate, but they exist as our only means of communicating with the company. As unfair as it might seem, they're going to get an earful from time to time. Not that this qualifies as such. He was just hit with bullshit out of left field. I can see someone going "WTF?" at the least under these circumstances, if not "Are you fucking kidding me!?"

j11sheets said...

Finally someone that agrees with me!!!! I hate comcast. They charged me an installation fee for no reason than acted like it should of been there. When they said they were going to credit me for the amount the next month they just charged me another installation. SO then I talked to them again and AFTER 3 hours and 3 differnet people I was told THERE IS NOTHING WE CAN DO!!! YOU WILL HAVE TO GO TO YOUR LOCAL OFFICE AND TALK WITH THEM TO GET A CREDIT!!!!!!! ARE YOU SERIOUS!! I cannot wait to cancel thier service. Then this month they tried increasing my modem rate without telling me. They only try and rip you off becuase they know only a few people think its worth compaining.

shamika said...

lol at some of these comments ("they work for satan") ppl if a service is really so terible then leave . save the heart attack plz