Another Comcastic Experience...

I have to give myself props for posting my conversations/frustration with Comcast back in July of 2008. And why is that? Oh, well, you'll have to read further for an explanation.

I recently moved into a basement apartment of my friend Mike's house. He already has Comcast, so as a result, I just called into Comcast to get my account at my in-laws cancelled. Let the rigmarole begin.
First, I called into their toll-free number from my work phone. I went through the prompts to cancel my account. Something like, option 4 for downgrade/cancel, then option 1 for cancel. It then asked me if my account phone number ended with 2252. That isn't my phone number, and I assume that someone else at my company has called comcast from before. I hit option 2 because it wasn't my number. It then asked me to enter my phone number, which I did. It then kicked me out to the main menu again. So I again had to hit option 4 for downgrade/cancel, and this time it said option 2 for cancel, which I hit. About 10 seconds later... Dial tone. Here we go.

So, figuring that the agent answered and accidentally dropped the call, I repeat the process. Same result. That reminds me of a definition that I once heard. To repeat a process that you know the result of expecting a different result is the definition of insanity. Call my psychiatrist, I'm sure he'll be happy and mutter something about "I told ya so..."

So, still needing to finish the process, I decided to go in and just hit option 1 to confirm my phone number was what I was calling from instead of going into my phone number. After I hit 1 to confirm, it asked me to confirm the digits of the address where the service was located. Well, since it wasn't for my account, I tried to enter my work's address, but that didn't work. After 3 failed attempts, it sent me to an agent. Finally!

I spoke with an agent who gathered some information about what I was trying to get completed. I told her what was going on, to which she asked for my phone number. Which I had to provide several times before she got it right. Then she asked what city I was calling from. I wasn't sure whether to say the city I worked in, the city of my previous residence, or the city of my current residence. I decided to go with the latter. She then asked what state that was in. Utah, I replied. She then informed me that she couldn't access my account and that she would have to transfer me to an agent in my "market." So.. she transferred me back to the IVR. Le sigh.

So I followed the prompts to cancel my account, then entered my phone number, but instead of hitting option 2, I went with option 1 to downgrade my service, hoping that the individual I spoke to could either help me, or get me to someone who could. It asked me for the last 4 of my SSN (No dial tone! Woot!) which I entered. It then told me 2 times in quick succession that there was high call volume and extended wait times. There was no hold music or anything, so I thought that maybe their IVR had put me into another loop. But, after hearing the message twice, a nice agent answered the call.

The cancellation conversation was fast, thorough and he was sharp as a tack (Cake), which was appreciated. He then said that everything was set, but I would have to return my cable modem to the nearest service center to avoid being charged an equipment charge. *Screech* Hold the phone.... Wha?! "Oh, but sir, I own that modem," I responded. "Ahh, but it says in my system that you don't," he replied. Oh no. Here we go again.

Now, to complete the full circle, you'll have to return to my July 2008 blog posts about how this happened when I first got the account setup, and it took several painful chats/emails/phone conversations to get the situation resolved then. I was able to tell the agent about my previous experience, exact dates, names, etc. Unfortunately, that didn't exactly solve the situation. He opened a ticket with the equipment investigation team to have them figure out whether I owned it or not. The agent guessed that the person who "solved" my problem a couple years ago, likely just took off the charge for the modem lease, but didn't in fact, "solve" my problem.

So. Now we wait. Wish me luck.

That's Comcastic! (Part 2)

So I call into Comcast and eventually get routed to a billing agent.
I know where this is going, so after he did the account verification, I tell him that I'm getting charged for the rental of the modem and I own it.

I immediately brace for impact.

Billing guy: "Ok, I can get that switched out for you."

He goes quiet for a second and says that it's switched.

Nick: "Uhmm.. Ok? Does that automatically give me credit for the months that I've been charged for it?"

Billing guy: "No, but I'll credit that for you right now. You were charged 6 times. So, a credit for 18 dollars is due. Ok, that's done. Is there anything else I can do?"

Nick: "... No.. Thank you very much"
.....................
So meanwhile, the window for the original chat with Charlie is still open.
...
Nicholas>You're kidding, right?

Nicholas>Hello?

[/Insert conversation over the phone with the billing department]

Nicholas>I just got that credited. They didn't even ask for proof that I owned it. I guess they're not idiots in the billing department.

Nicholas>Charlie, you're the worst customer service rep I've talked to. Ever.
...................
There was no response. So I ended the session. Thankfully a little survey popped up after that asked me if my problem was resolved and whether the representative was helpful. Hopefully someone over there will recieve that information and do something about it.

Kekeke.

That's Comcastic! (Part 1)

My Chat log with Comcast's "Customer Service"

Issue:I'm still getting charged for a Modem rental. The installer took the modem that I was renting on the 3rd day I had service.

user Nicholas_ has entered room

analyst Charlie has entered room

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

Charlie>Good afternoon

Nicholas>Good afternoon.

Charlie>Please verify account ownership by providing a) the 4 digit PIN number or b) the complete 16-digit account number or c) the last amount paid on this account and the date of that payment. Thank you.

Nicholas>xxxxxxxxxxxxxxxx

Charlie>Thank you for that verification information. Please fax a copy of the receipt for your modem to 1-800-544-9223 so your account may be properly credited for your owned modem.

Nicholas>I purchased that modem like 3 years ago.

Nicholas>How about you fax me a copy of the reciept of where Comcast purchased it.

Charlie>Actually I see in reviewing the notes on your account that you have been asked before for the receipt for your modem. Without documentation I am not able to reverse that charge.

Nicholas>Then Comcast is going to purchase the modem from me. That is MY property. If comcast can show me a reciept of when they purchased the modem, then I'll gladly pay the rental. I am NOT renting the modem.. I OWN it.. I do not have the reciept because I purchased the modem YEARS ago (as I already mentioned).

Charlie>Please call 1-800-COMCAST (266-2278) and speak directly with a Billing agent or go to the local office and have this adjustment approved. Without documentation I am unable to reverse that charge.

Nicholas>What is the point of having online customer support if you're unable to help? Do you have a supervisor that I can chat to?

Nicholas>Or if he won't chat with me, how about you have him give me a call on the phone.

Nicholas>Why should I have to wait on hold forever to try to speak to a supervisor when it's Comcast's mistake, NOT mine?

Charlie>Please call 1-800-COMCAST (266-2278) and sepak with a Billing Agent.

Charlie>Thank you for choosing Comcast as your Cable television provider. Should you have additional questions, please feel free to chat back with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/chat

Nicholas>You're kidding, right?

Nicholas>Hello?
....................
And there was never any response. Wiskey Tango Foxtrot mother effer?!