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“Comcastic?” Does that mean “ridiculous?”
Author: Bill Cusick
October 3, 2007
Comcast has suffered the slings and arrows of many disgruntled customers over the last several years. Forgive me while I pile on. They are nuts. Check out this transcript of an online chat my wife (Marti) withstood today. Just for the record, we’ve been paying for Comcast service monthly for the full seven years we’ve lived in the house in question. And the purpose of my wife’s original inquiry - which she never was given the chance to even articulate? We wanted to SPEND MORE MONEY on a better tv package. Note: I altered our address and phone number. Enjoy.
LaTisha > Hello Marti, Thank you for contacting Comcast Live Chat Support. My name is LaTisha. Please give me one moment to review your information.
LaTisha > Can you please confirm your address and phone number, So I can process your order correctly.Thanks Alot
Marti > 123 South Main Oak Park, IL 60302 708-555-1234
LaTisha > I am sorry however we are unable to process your order at this time. The previous resident(s) at the address you entered has not yet disconnected service. In order to resolve this issue, we need you to go to your local Comcast office so that proper verification of the change in residence can be recorded. You will need to bring a copy of your lease agreement or title of ownership to one of our in-person payment centers for verification.
Would you like the location of the closest Comcast store?
Marti > I am the resident of the house
Marti > We have lived here for 7 years
LaTisha > You already have service
LaTisha > is this correct
Marti > we want to change our Comcast cable srvice
LaTisha > What is the name on the account ?
Marti > William J Cusick
LaTisha > No I’m sorry this is incorrect
Marti > What do you mean it is incorrect?
Marti > I pay the bill every month, I know we have a Comcast acct
LaTisha > Well that name that you gave isnt right
LaTisha > Do you have the account number
Marti > You haven’t sent the bill for this month, so I don’t have the acct number
Marti > Our address and phone have not changed
LaTisha > You will need to go into the local office becasue the information that you gave me doesnt match .
LaTisha > Analyst has closed chat and left the room
2 Comments »
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I have had similar experiences with phone reps and it is indeed frustrating. It can be so hard to get to a live person sometimes, and once you do you often wish you hadn’t! For some examples that prove good customer service is not dead, feel free to check out my blog: http://www.tbryceadvisors.com/blog. Cheers!
Comment by Mark Smalls — October 11, 2007 @ 7:06 pm
hmmm, maybe hiring rude, semi-literate online reps isn’t a good idea after all.
Comment by Robert Wyatt — November 8, 2007 @ 5:28 pm