!"#$%&' )*+, !-%' .

/
chat id: d414317a-8a78-45bb-b7c6-20dc71048c7a
Problem: We are juniors in college and our internet doesn't work and our bill is
SO wrong.
Cristy > Hello Peter_, Thank you for contacting Comcast Live Chat Support.
My name is Cristy. Please give me one moment to review your information.
Cristy > Thank you for contacting Comcast Live Chat Support. My name is
Cristy. Please give me one moment to review your information.
Peter_ > My Issue: We are juniors in college and our internet doesn't work and
our bill is SO wrong.
Cristy > It's a pleasure to have you on chat, Peter. I hope you're doing well
today!
Peter_ > Hi Cristy- a pleasure to be on chat too.
Cristy > I understand you have questions about your bill and about your
internet service not working as well, is that right?
Peter_ > So, I know we didn't pay the bill. I intern for a publisher and I work
from home somedays...they actually pay the bill. So 'paying' is in no way a
problem.... The problem is the bill is wrong. I called 3 weeks ago but Taniesha
became incompetent after she gave us $50 worth of credits.
Peter_ > I can't expense the bill to my work because it is wrong. I have all the
equipment in my car and I'm going to go to the store after class to sort this sucker
out today.
Peter_ > So, we just need our internet to work for now. Which it really hasnt
been working well. But: I will talk to the store about that.
Peter_ > I called a week ago (after the first time we were shut of **with no
notice** [not trying to be ghetto here, but if you guys called I would have paid])
Peter_ > When I called the dude said he gave me a PTP until Oct 20th. I am
really busy--20 years old: full time job and full time student so I was planning on
going to the store as soon as I could fit it in to my busy schedule
Cristy > Thank you for bringing this to our attention, I'm sure we can work
together to get this resolved for you as soon as possible.
Cristy > Let me assist you with your concern.
Cristy > Thank you for providing some of your account information prior to
initiating this chat. As an added layer of security, may I please have the last four
digits of your Social Security number?
Peter_ > ****
Peter_ > Like I really don't know if this will have any meaning to you, I don't
play video games whatsoever. But, my roommate plays a game on his computer,
he says the internet is extremely slow, these are two of his quotes: "It is far
slower than the Optimum connection I have at home" and "I did a speed test and
it took 800 units to send a 'ping'"
Peter_ > Like if you cold save me a trip to the store today, I will just keep the
cable services.
Cristy > I completely understand.
Cristy > I am currently looking at your account right now.
!"#$%&' )*+, !-%' . 0
Cristy > I see you have an email address on file of PPC242@COMCAST.NET
Is this still a good email to use if we have important messages concerning your
Comcast account like appointment confirmation or changes to your account?
Peter_ > Yes or ppc242@***.edu
Peter_ > Thank you Cristy--U ROCK!
Cristy > No problem. Would you like to update your email address or should
we just leave it as is?
Peter_ > Nah, let's just worry about the slow internet and incorrect bill. :)
Cristy > I understand.
Cristy > Moving forward, as I can see here in your account, it is already set to
non pay disconnect status and it will be completed on October 21st, , if you will
not settle the amount of at least, $431.07. This is the amount you need to settle
to have your services back, up and running perfectly.
Cristy > This could be the reason why you are getting issues with your internet
service.
Peter_ > LOL no
Cristy > May I ask if you had a slow connectivity issue even before this?
Peter_ > Cristy the internet was shut of this morning. My roommate has
complained to me every day, and did these speed tests throughout the months of
Aug-Oct. I called in 3 weeks ago to speak with Taneshia she gave me $50 worth
of credits, however she needed her supervisor to let her give me more credits
that she said I deserved because she went over her 'limit'.... I was so mad and
confused I told her I would call back.
Peter_ > That is my example of me trying to resolve this issue before the
account was put in a non-pay status
Peter_ > I called a few other times actually as well
Cristy > I completely understand where you are coming from, Peter. However,
let me just set proper expectations that we only have limited actions here in
Billing Department. What can do with this kind of situation is to process the
payment for the unpaid balance so that the system will reactivate all of your
services and then after that, we can connect you to our Internet Servcie
Department to do further investigation on your internet connection issue.
Peter_ > So I'm really confused at why the rep told me I shouldn't have been
charged, told me it was unjust, but then kept putting me on hold for 10 minutes at
a time trying to get a supervisor--i eventually gave up....and then I was shut off
without being informed....like my internship pays for the cable....paying is not a
problem...but it is not fair that they have to pay an unjust amount.
Cristy > I understand. We can actually trace what happened on the charges on
your bill.
Peter_ > I'm not paying you anything. I did everything on my part to make this
not happen. The company could not adequately support me when I addressed
this initially. This is absolutely insane if you think I am 20 years old and am going
to pay $400 for something that should probably be refunded given the internet
hasn't worked.
!"#$%&' )*+, !-%' . 1
Peter_ > I hope you can because this is insane.
Peter_ > You people are frustrating me for no reason.
Peter_ > Like Cristy I'm in class right now, I am being 100% honest with you I
just want this to work so my roommates can stop bitching at me. I know people
bullshit you all day long, but I swear I am a really honest person who works for a
Christian Publisher so like please save me like 3 hours out of my day,like im sure
you are very aware of these mistakes. I just really dont have time for this
Cristy > I understand how hard must be on your end to deal with the bills since
I also pay the bills at home. But I also you understand that we do have limitations
here. I will do the best I can to provide options on how we can resolve our
concern.
Cristy > I am currently checking on your billing statements.
Cristy > Please give me a minute or two more.
Peter_ > Ok, yea thanks so much. It's not the bill that's a problem, I could have
given to to HR months ago, but it was so wrong I didn't want my company paying
for things that are unjust
Peter_ > Thank you so much.
Peter_ > If there is a late fee, I think that should be removed as well,
considering I tried to pay this on time, but wasn't able to fully discuss the bill in an
adequate and timely manner.
Cristy > I understand.
Cristy > As I have noticed here in your account, the start date of your account
is last July 30th, 2014.
Cristy > And your first billing statement shows Billing Date 08/11/14
Peter_ > Yes, I moved from the unit next door. I've had a comcast account
since I was 19
Cristy > With this statement, it shows New Charges $275.61. Payment
supposedly Due By 09/05/14. This is actually for billing cycle 08/11 - 09/10. Since
Comcast bills for services one month in advance, it means any change made to
your account in the middle of your billing cycle will result in partial charges or
credits appearing on your next bill.
Peter_ > Unfortunatly it is in my name so I have to deal with all this stress from
my roommates and Tanisha
Cristy > I certainly understand. Allow me to discuss with you the amount due
you had with your first 3 billing statements.
Cristy > Upon your first due date, Comcast wasn't able to receive any
payment. And this shows with the Billing Date 09/04/14.
Cristy > And New Charges - Due by 09/29/14 of $191.49 was also stated.
Peter_ > If you honestly think I should pay the total amount do I will be more
than happy to at the store. I think my troubles (don't even make me explain the
installation on this account), mainly the lack of adequate connection is reason
enough to credit the entire amount and dispatch a tech to set this up correctly.
Cristy > Which gave you the Total Amount Due of $467.10 and this is for billing
cycle 09/11 - 10/10
!"#$%&' )*+, !-%' . 2
Peter_ > Cristy let me know if I should just go to the store.
Peter_ > Like please I am a really good boy and I am being so honest right
now and I have already put so much time I don't have in to trying to resolve this, I
can't keep doing this....
Cristy > I totally understand that, Peter. I know you just want to keep things
straight. I also want to help but what I can do will also depend on the limitations
we have here on our end. I understand you have a lot of questions about your
billing statement and in order to properly resolve this, we need to discuss the
details especially at the moment when the bill was transferred to your new
account.
Cristy > There's a lot to discuss but what I can confirm to you is that all of the
charges billed to you are stated in your billing statements which you can review
on your end.
Cristy > I deeply apologize for any miscommunications or lack of information
that was laid to you.
Peter_ > So, I am assuming there is nothing you can do to resolve this?
Peter_ > I totally understand if you are not empowered to help me. I would
appreciate your honestly because I have spent way too much time getting the run
around from nice employees just like you, who want to help me, but just cannot
because this company is insane...
Cristy > One moment, please.
Cristy > Peter, here's what I can suggest, for you to get your services going,
you really need to settle the unpaid balance of $431.07 showing in your account.
If you are not able to pay this as of the moment, you may contact our Collections
Department and check if you have your services back and make a payment
arrangement.
Cristy > Once your service is up and running, specifically your internet, our
internet service department is available to help you find out what's going on with
your internet service.
Peter_ > Are you serious right now? Are you reading anything I am typing??
Peter_ > Honestly go get your supervisor to see if there is anything they can
do to review this before I post this to social media and REDDIT, because this
conversation is virally hilarious.....
Cristy > Yes, Peter. I am aware of every single detail that you want happen
with your internet service. But as I have mentioned earlier, our system will only
reactivate your service if you are able to settle the unpaid balance. As for the
charges involved, I am will to go deeper and trace what happened. But I
understand you badly need your internet service right now and base on the
procedures we have here, what I have mentioned earlier are the only options we
have to have your services back up and running.
Peter_ > And this is fair to me, how?
Peter_ > I have done more than I've needed to, to not be in this situation and I
am not paying a balance that previous reps have told me "not to pay" and have
also told me the charges are "unjust".
!"#$%&' )*+, !-%' . 3
Peter_ > I understand if I didn't actually pay but I have made several attempts
to resolve this, have put up with the craziest comments from reps as to why they
can't credit the account.
Peter_ > I am literally in class right now having people marvel over how insane
this company is.
Peter_ > I just took a selfie with my class and computer screen to attach to
social media when I post this.
Peter_ > So just to confirm: you cannot help me whatsoever given these
'procedures'.....
Cristy > Peter, I would love to help you with your concern today, but it is
already beyond my limitations. I can connect you to our Supervisor to further
assist you on this matter. Will this be fine with you?
Peter_ > Yes, please make sure they review this entire conversation. If we get
disconnected I can be reached at ***-***-****.
Cristy > Thank you for providing a good call back number.
Cristy > Please give me a minute or two to forward and explain your concern to
our Supervisor. Our Supervisor will also be able to review the entire chat session
we have earlier.
Peter_ > Take your time.
Cristy > Thanks for your patience.
Cristy > I am still on it.
Peter_ > Cristy, again , u rock!
Peter_ > FYI: I am requesting a credit for everything besides the unreturned
converter (modem) it is in my car, I am bringing it back today. I also want
someone to come and hook up my X1 system. I was informed by Comcast that a
tech would have to install it, after 3 missed appointments, they activated the X1
over the phone and had me self-install. I don't think it was set up to the adequate
level the tech would have set it up to.
Peter_ > That's the case in a nut shell.
Cristy > Thank you for providing the detailed information.
Cristy > We are almost done.
Cristy > My Supervisor is currently preparing to chat with you.
Peter_ > No rush, please have them take their time.
Cristy > I appreciate you taking the time to chat with us. Please stay online
while I connect you to our Supervisor.
Peter_ > Thank you Cristy! Have a good weekend!
Cristy > Please wait, while the problem is escalated to another analyst
Peter_ > My Issue: We are juniors in college and our internet doesn't work and
our bill is SO wrong.
Christie > Hi, Peter. This is Christie, the supervisor on duty. I hope your day is
going well. Please give me 3-5 minutes while I check your account and review
your chat conversation with the previous analyst.
Peter_ > Please take your time. I am walking out of class right now, my wifi
might get messed up. Phone number is ***-***-****. Thanks.
!"#$%&' )*+, !-%' . 4
Peter_ > Ok I just moved places, let me know if we are still live.
Christie > Thank you for waiting, Peter.
Peter_ > Not a problem I was walking between classes.
Christie > Yes, we are still connected, Peter.
Christie > I understand that you are not getting any internet connection today,
am I correct?
Peter_ > Yes, but we already know why that is.
Christie > Oh, I see. No worries, I got your phone number so in any case we
get disconnected, I can call you back.
Peter_ > I'm at school so I have internet
Peter_ > Like I'm really just about to give up here, I am so sick and tired of
explaining this simple problem.
Christie > I completely understand where you are coming from, Peter.
Christie > I have your account pulled up right now.
Christie > I am checking on further details on your account.
Peter_ > Please make sure you've read my entire conversation with Cristy, the
previous analyst. I understand if you need a few more minutes to review it. No
rush. I'd like this to be the end to months and collective hours of trying to get the
services to work well.
Christie > Thank you so much for the time, Peter.
Christie > I have already read your conversation and checked your account.
Christie > I see here that you want to have your services back on and wants to
have your bill adjusted since you were getting slow internet connection from the
start as well as issues with getting your x1 equipment installed.
Peter_ > Yes, Comcast told me that the only way for the services to be set up
correctly was if the Cable Man installed it. I had 3 appointments--all were missed.
It was at the point where I needed internet to work and a tech over the phone told
me the steps to take. He advised a tech should still come out at a later date, but
that never happened.
Christie > I also see here that you want to have a technician install your x1
equipment.
Christie > Oh, I see.
Peter_ > I would like a tech to come out and correctly install the services--and
be on time, because I intern 40 hours a week and have school 40 hours a week
so it's key they show up during that 3 hour window.
Peter_ > My roommate said when he does a speed test it take about 800 units
(not sure what unit is actually) for the 'ping' to just be sent. I am not very
technical, but I can assume there is a slow connection from that piece of
information.
Christie > I completely understand, Peter.
Peter_ > Thank you, Christie.
Christie > I have checked your account details as well and I do see here that
you only had one technician's appointment from the date you started your service
on your address.
!"#$%&' )*+, !-%' . 5
Christie > Also, I checked your account notes and I do not see here any
information that you have reported the issue with your slow connection problem.
Peter_ > Incorrect.
Peter_ > There were 3 appointments, all missed. There are definatly phone
call records of me calling in after the appointment was missed, each time.
Christie > I apologize for all the inconvenience, Peter.
Christie > However, as per checking, it appears that all charges are valid.
Peter_ > One the tech showed up to, but after the 3 hour window. So it is still a
missed appointment. I had to be in Manhatten at 5 that day and the tech showed
up at 6 so I really couldnt stay home...
Peter_ > So your charging me for something that has not worked and that
wasn't set up correctly?
Peter_ > you're*
Christie > As for your technician's appointment, I do see here that there were
credits being applied related to that.
Christie > Also, for your services not working, I am afraid we are unable to
provide adjustments to your account since your account is currently under a non
payment disconnection which is causing service interruptions.
Peter_ > Yes, that is separate from the problem I am having now. The credits
were issued because of a MISSED APPOINTMENT per the CUSTOMER
GUARANTEE. I am asking for additional credits, given the service has not
worked adequately and was never installed as it should have been--therefore,
likely causing the slow connection.
Christie > I would highly recommend though to settle the balance on your
account so we can get your services back completely working.
Peter_ > The account is in a non-pay status because I am not paying an
incorrect bill.
Christie > If in any case, the problem still persist, then please do contact us
back so we can set you up with a technician's appointment to have everything fix.
Christie > Adjustment for your account will follow.
Christie > This is once everything is all working properly.
Peter_ > The problem is persisting and your making it worse. I am asking you
to address it now, not call back.
Peter_ > I have made several attempts before the non pay disconnect status
to correct this, so I know I do not have to pay anything. It was and still is
Comcast's responsibility to provide me an accurate bill and adequate services.
Peter_ > I cannot believe I have spent 2 hours arguing the simplest thing.
Christie > I understand where you are coming from, Peter. However, I am
afraid we are unable to determine that you are having some connection issues if
there is a pending disconnection on the account that is causing it.
Peter_ > Well I was given a PTP until Oct 20....so it shouldn't be
disconnected...
Christie > I have checked your account and I actually do not see any PTP until
October 20.
!"#$%&' )*+, !-%' . 6
Peter_ > I was given the PTP given I've been trying so hard to resolve this, but
this company is obsessed about $400. Like let it go. That is not a lot of money at
all and you don't deserve it. Especially undeserved given I am begging for my
services to be installed correctly and trying so hard to WORK WITH this insane
company, but I don't think that is possible.
Christie > That is the reason why a pending disconnection exist.
Christie > That is also why your services are currently interrupted.
Peter_ > Well, that's what I was told a few days ago. I spoke to someone who
told me they extended the account until Oct 20. Did they not notate the account?
Christie > The schedule of your hard disconnection is actually on 10/21/2014.
Peter_ > It seems a lot of notations are missing. I do not think you are being
honest here. How is it that I've had 3 scheduled appointments, all missed and
there is NO RECORD of that?
Christie > That is why you have until 10/20/2014 to process your payment so
your account will not be completely disconnected.
Christie > I am really sorry for all the troubles this has caused you, Peter. I am
just stating the information I am seeing on your account.
Peter_ > Christie: stop obsessing over a hard disconnect. If you are paying
any attention you should know I am not facing that. The charges are unjust. The
account should be active. And I am extremely mad.
Peter_ > Chrisite stop stating information on my account, clearly it is incorrect.
Please address my problem. Please. I need to focus on my class. I do not have
time for this.
Peter_ > I've never been treated worse. Honestly.
Peter_ > I can't even continue to explain all the efforts I've made to resolve
this.
Christie > I am really sorry for the inconvenience, Peter.
Christie > As much as I want to have your account credited, I am afraid all
charges that I am seeing here are all valid.
Christie > Thus, I am unable to place adjustments to your account.
Peter_ > How are they valid? The tech never set up the equipment (I am
making this as simple as possible). Clearly because it was not set up properly, it
has not worked properly.
Peter_ > What more do you need?
Peter_ > This has to stop. Previous reps told me I am entitled to a credit, I
have been meaning to call back but have been busy---and did not know the non-
pay thing was going to happen. If I did I would have just let my job pay the
incorrect amount, which I didn't do because I am an honest person and no
unscrupulous like Comcast.
Christie > Your previous appointment schedule was 8/15/2014 for your x1
issues. After that date, there were no reports that your x1 was not working still.
Peter_ > Yes there were.
Christie > Thus, expecting that it is working.
Peter_ > Especially within the last 3 weeks.
!"#$%&' )*+, !-%' . 7
Christie > And no issues with it.
Peter_ > I am sorry that is wasn't notated, that is not my responsibility.
Christie > I completely understand and I know that this is not your fault.
However, we will need to have notations on your account to validate the credits
being applied.
Peter_ > Clearly your records are not accurate. I had 3 appointments, and you
do not show those records--nor do you see the notes from when I called in on the
day of the appointments to report the late tech. Therefore, I do not trust your
record keeping and am asking you to honor my honesty.
Christie > Since, there were no reports made after the last technician's
appointment, I am afraid we are unable to add adjustments to your account.
Christie > I am really sorry about this.
Peter_ > I DON'T WANT ANY CREDITS FOR THE TECH BEING LATE---I
WANT THE WHOLE THING CREDITED FOR THE TECH NEVER SETTING
THE EQUIPMENT CORRECTLY AND THEREFORE CAUSING US TO HAVE
INADEQUATE SERVICES
Christie > I understand that, Peter. I am really sorry.
Peter_ > Christie I swear I am being honest with you and I am so sick of trying
please just be fair
Christie > As much as I want to add credits to your account, I am afraid we
have no sufficient information regarding your services not working.
Christie > I completely understand where you are coming from, Peter. I do
apologize.
Peter_ > How about you look for the notes on my account from the tech who
activated my services over the phone.... this should confirm what I am saying and
given Comcast states the services need to be professionally set up to function
adequately, this should prove my issue and be enough for you to issue credits.
Christie > I have checked your account, Peter. I apologize for the delay.
Peter_ > Like literally I am NOT paying that amount, so I am going to need to
have the credits.
Christie > As checked, all notations on your account are related to resetting
your modem's password.
Christie > I am not seeing any notations regarding activating your x1
equipment nor any problems with slow internet connections.
Peter_ > lol, well look further back to where it was set up
Peter_ > Christie, I don't know if people do this but I would not waste this long
talking to you if I wasn't being honest.
Peter_ > I'm sorry if the reps did not notate, that is not my responsibility. I am
providing accurate information and want a fair resolution.
Christie > I completely understand, Peter. As much as I want to credit your
account, however my hands are all tied up since there were no notations on your
account. I am really sorry about this again.
Christie > Would there be anything else I can assist you today, Peter?
Peter_ > Are you serious?
!"#$%&' )*+, !-%' . /8
Peter_ > Yes, find the notations.
Christie > I already have checked all notations from your account from the
start.
Christie > There is really none.
Peter_ > I'm sure there is a record somewhere. If you have to take time to find
the notations, I guess you're going to have to.
Christie > I apologize.
Christie > I also have checked other options for that.
Peter_ > I know what was said, I have reiterated it, the customer is always
right, If you want to confirm the information I am providing, please.
Christie > No records for your x1 issues and your internet having slow
connections.
Peter_ > The calls are recorded, please take as much time as you need. You
will verify what I was told.
Peter_ > Like do you really think I am straight up lying? lol
Christie > If these were taken over our phone department, I would highly
recommend for you to call our hotline. I am afraid our access is only limited to
chat support and not your recordings.
Christie > But based on my experienced, we do keep all records for all calls.
Peter_ > Nope, I am done talking to them. They clearly can't leave notes.
Peter_ > Good, please find and review the records. I will wait.
Christie > Thus, if we can get your recordings, then we will be able to add the
credits you want to have.
Peter_ > Please, take your time.
Christie > I already did check all the records, Peter,
Christie > I am afraid there is really none.
Christie > I am sorry.
Peter_ > "Christie: But based on my experienced, we do keep all records for all
calls." So have you reviewed the records from my appointment phone calls?
Peter_ > How are there 'none' when you say you keep records for every call?
Peter_ > I am so confused.
Christie > I am saying that all calls should be recorded so it should be
accessible. However, since we are on a chat support, we are only limited to chat.
Christie > The best way to access them and review your calls would be by
calling our phone department who keeps those records.
Peter_ > Ok, can you contact them? I have put in far enough effort.
Peter_ > I find it hard to believe as a supervisor you cannot work with your
colleagues in the phone department to resolve a very serious customer issue.
Christie > I can call our phone department but they will need to talk to you for
security purposes so I will need to connect you to them.
Christie > May I know if your best number is ***-***-****?
Peter_ > Why can't anyone just resolve this issue? It is very simple and I've
even made it simpler.
Peter_ > I give you authorization. You should have it anyway, you work for the
!"#$%&' )*+, !-%' . //
company and have a responsibility to manage my account. I don't have to give
the nurse permission for her to tell the doctor something.
Peter_ > So if they confirm that a tech never actually set up the equipment,
and that the services are not working adequately, I will be credited; correct?
Peter_ > Who ever manages this process (not you) is insane. I cannot believe
all this bullshit over nothing.
Christie > Yes, Peter. You are correct. We just need some proof that there was
a contact made reporting your x1 still not working as well as your internet
connection problems. Once we have validated it, credits can be placed to your
account.
Christie > As for our phone department, for the process, I am afraid I will need
to connect you to them.
Christie > Is it okay to call you at this time>
Peter_ > O.k. can you reactivate the services for now.
Peter_ > No I'm sitting in class.
Christie > Oh, I see.
Christie > As for your services, here online, we can only activate it once
payment is processed for the whole outstanding balance.
Peter_ > Please don't just pass me on to another rep. This has happened a
million times. I do not have the enegry or will to explain this again. I also do not
have the responsibility to tell Comcast employees how to do their jobs.
Peter_ > Ok then, credit my account for now and if the charges are just re add
them on.
Peter_ > Look Christie I am 20 and I don't know what to do. This is so bad I am
really about to call the police. I know this illegal. It's also really messed up like I'm
a kid....
Peter_ > Can you please just bother another customer and not me? lol please
Peter_ > At this point, as a customer I've done more than enough to report the
issue and seek a resolution. I do not have any responsibility to pay for anything
but the unreturned equipment, which I will return.
Christie > I completely understand where you're coming from, Peter. However,
I am afraid that I am unable to place any credit adjustments to your account for
now and have it added back in the future if found valid. We will need to follow our
SOP for this.
Peter_ > I am really trying to be polite and work with you and I am sorry for
giving you a hard time, but this is just insane and I don't know what more I can do
for this to be fair.
Christie > I understand. I myself will do the same thing if I were in your shoes,
Peter.
Peter_ > I don't know what SOP is an acronym for.
Christie > However, I am really sorry.
Christie > Right now, we have no notations on your account that can validate
any credit that needs to be applied to your account. Thus, I am unable to add the
credit adjustments you are requesting.
!"#$%&' )*+, !-%' . /0
Peter_ > You don't see any notes from when the account was activated?
Christie > That would be standard operating procedures, Peter.
Christie > I do see notes from your account.
Christie > It just that it is not related to any x1 issues nor slow internet
connections.
Peter_ > You should see the notes form the rep who got the internet and TV to
work. The rep was suppose to be there in person with his tools, not over the
phone.
Peter_ > This proves my problem. The equipment is X1, I don't know if the rep
wrote that---but what other equipment would I have?
Peter_ > What. other. equipment. would. I. have?
Christie > That would be your modem for your internet, Peter.
Peter_ > That's what I mean arn't they both X1? Isn't that the bundle. OMG
really is that all you needed to know.
Christie > X1 boxes are actually different from your modem, Peter.
Peter_ > We have problems with our TV-X1 box too, but its mainly with
ondemand and HD channels--that is not priority, Internet is.
Peter_ > Ok well my mistake.
Christie > We have a different equipment for cable service and for your internet
service.
Peter_ > So, can you fix this now?
Christie > Notes place on your account regarding your modem is only for
9/21/2014.
Peter_ > Ok the bundle is called X1 that's why I thought it was the gateway or
whatever.
Peter_ > Ok well credit me for the TV then, that was also not set up my the
tech.
Christie > The modem is also called a wireless gateway.
Christie > The X1 terms is used mainly for cable service.
Peter_ > They were actually both activated at the same time, not by a tech at
my house SO THIS REALLY DOESNT MATTER.
Christie > The X1 term is used mainly for cable service.
Peter_ > OK well know that I can speak Comcast language, can we please
resolve this?
Peter_ > I am sure you have more than you need, Christie.
Peter_ > Now that I think about it, because I've had problems with both, since
they were activated over the phone...there might actually be a line problem.
Peter_ > Do you have any work order showing the line was tested and
calibrated? If not, obviously the most basic requirement of an account set-up was
not done.
Christie > I am checking your account further, Peter.
Christie > I do see here that there are really no notations for your x1 box being
reported as well as your internet not working.
Peter_ > So, you don't see that anyone ever came out to test the line?
!"#$%&' )*+, !-%' . /1
Christie > What we have here is just information that you called in to reset your
modem's wireless password as well as activating another modem.
Christie > No other interactions found for that as well, Peter,
Peter_ > The Condo we moved next door to was empty for a year...so given
the address was vacant a tech should have come out to test the line.
Christie > All notations prior to this day happened on one day only which was
last 9/21/2014.
Christie > Notations before that was 9/5/2014 regarding constant guard.
Peter_ > So, since Comcast like never actually set up my account and this is
likely the reason I am having issues.
Christie > Before that was around August for getting the appointment.
Peter_ > Comcast never set the line up..... forget Constant Guard that comes
first
Peter_ > WHAT MORE DO I NEED TO MAKE CLEAR TO YOU?
Christie > I am really sorry. Those are the only notations I found on your
account.
Peter_ > So, was my line ever tested?
Christie > I apologize but I am unable to add credits to your account, Peter.
Peter_ > Obviously Comcast keeps very inaccurate records, that is not my
responsibility nor is it an excuse to not credit my account.
Christie > I understand where you are coming from and I apologize. However,
my hands are currently tied up for this.
Peter_ > How so? I have provided you more than enough evidence.
Christie > We currently do not have enough records for your x1 issues nor your
slow internet connection.
Christie > I apologize.
Peter_ > And I am being extremely patient. Are you guys trying to keep me as
a customer for years to come, or want to lose me over 2 months of poor service?
Christie > Would there be anything else I can assist you today, Peter?
Peter_ > Yes, either find the records or credit my account.
Peter_ > I am sorry Christie but unless you can find those records, it is not just
for me to pay the current balance.
Christie > We do value you as our customer, Peter. However, please do
understand that we are only able to credit accounts with notations of validity. I
understand that what you are telling me is the truth but we will still need to
validate it for us to provide credits.
Christie > I already checked all the records you have, Peter,
Peter_ > So, go find the truth.
Christie > There is really none regarding the issues you informed me.
Christie > I am really sorry.
Peter_ > And you saw there was no tech that ever completed a work order for
a line test. Therefore, you have evidence my account was not properly installed.
Please credit my account.
Christie > The last technician's appointment status was actually tagged as
!"#$%&' )*+, !-%' . /2
completed.
Christie > Then, there were no contacts made after that.
Peter_ > What does it say they completed?
Christie > Thus, services must be working.
Peter_ > I would have a supervisor review that work order. Nothing was ever
completed.
Peter_ > What date do you show for completion?
Christie > The order from our technician was tagged completed which means
our technician completed the job. Only our technician can tag these type of
orders.
Peter_ > Date?
Christie > The date of your last technician's appointment was last 8/15/2014.
Peter_ > Can you please contact the technician?
Christie > I am afraid we have no direct contact with our technicians, Peter.
Christie > If you do wish to contact them, you may visit or call our local office
since they provide the job orders directly to our technicians
Peter_ > Then you will have to assume my information is correct.
Christie > I am afraid we have no way to validate it without the notations on
your account, Peter,
Christie > I am sorry.
Peter_ > I am sorry the company's employees did not adequately record the
calls, but I am being so honest here
Christie > I understand.
Peter_ > That does not give you any reason to charge me an unjust amount or
tell me I have to pay the bill to get a credit.
Christie > I apologize for this inconvenience, Peter. However, my hands are
tied up for this.
Peter_ > Why are your hands tied? Because your company does not empower
you do provide me with fair and honest service?
Peter_ > Your hands should not be tied, all reps should be empowered to
provide customers a solution in a quick in timely manner. Especially a supervisor.
I started this case months ago and called back in. Apparently the cable company
thinks I am a liar and therefore will not provide me any support.
Peter_ > It would have been far more cost efficient to solve the problem on my
first call. Then, I wouldn't be occupying customer service's time and I would only
need a smaller credit for having the problem over less time (although this
shouldn't really matter--apparently to Comast employees it does).
Christie > I completely understand, Peter. I really do apologize.
Christie > We have no enough information that can validate your credit
adjustment thus I am unable to provide the credit.
Christie > As much as I want to provide you the credit, I would. However, we
will need validations for that.
Christie > Would there be anything else I can assist you today, Peter?
Peter_ > Yea, Christie I've given you a lot of validations. But you are
!"#$%&' )*+, !-%' . /3
brainwashed or something.
Peter_ > I am just going to have my work pay the bill--incorrect or not. But I
want to speak to your supervisor regarding the capabilities you have and how
painful this process was.
Peter_ > Like I don't even pay for this service, but this was worse than hell and
I want everyone to know about this.
Christie > I understand. I can have this chat escalated to my manager,
however, please be inform that my manager as well will not be able to adjust your
bill without any notations on your account.
Peter_ > I don't want any credits.
Christie > Would you like to chat with my manager still, Peter?
Peter_ > Done with that. You guys want the money, ok whatever, its not really
mine anyway. I want to know why Comcast hires people whom they do not
adequately train
Peter_ > Like I have this whole thing saved as a PDF and it is pretty
entertaining