28 March 2010

COMCAST escalated me... this would be laughable if it wasn't so damn frustrating....

In the chat posted below I'm typing back and forth with "Mark" because I'm trying to resolve a payment problem, one of the most common life experiences of modern consumerist mankind. I signed up for automatic payments, but I'm getting LATE notices because Comcast isn't actually doing what they said they'd do... take my money! If you have the patience, read all the way through the dialog below, because you'll see how they eventually handled my inquiry today. Your comments are very welcome on this, by the way....

I got what they call "escalated" at least twice. I feel so important!

 Problem: Ask Comcast Escalation 
chat id : f26ccc60-d89b-49cd-aebf-c230efa61e0b
Problem : Ask Comcast Escalation

Anthony Miksak > Ask Comcast Escalation

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

Mark > How are you doing today?

Anthony Miksak > I have signed up (some time ago) for automatic payments, and have requested paper statements. It appears that I now own for two months, and that automatic payments are not being posted. Can you please check on this?

Anthony Miksak > I meant to write "I now owe..."

Mark > I see here that you signed up for automatic payments and it is not yet activated and now the account is past due.

Mark > I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. 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.

Mark > May I have the account number please.

Anthony Miksak > ok

Anthony Miksak > (snip snip snip)

Mark > Thank you.

Mark > Let me check this out for you Anthony.

Mark > Please give me a moment while I am pulling up the account.

Mark > While waiting, let me share with you a great Comcast feature. Have you heard of THE top TV destination on the Web? That's Fancast, dedicated to celebrating television by giving fans instant access to an extensive video collection of television shows, movies, trailers, and clips, so you can tune-in, catch-up, and chat about your favorite programming. Fancast also offers comprehensive editorial and blog coverage with in-depth recaps and analysis on what's hot and happening everyday in the world of television and entertainment. Want to start watching now? Go to http://www.fancast.com

Mark > Thank you for waiting.

Mark > Let me review on the account information carefully. Please standby.

Anthony Miksak > no problem...thank you

Mark > Thank you for waiting.

Mark > Anthony, may I ask when did you register for automatic payment?

Mark > Activation would usually take 30-45 days Anthony.

Anthony Miksak > not certain... probably 2-3 months ago.

Anthony Miksak > I'm going to find a previous bill...

Anthony Miksak > I have three bills here. On Jan 4 I talked with a comcast rep and paid my bill by Amex. Then I noted on the next bill dated Feb 19 "we are set up for auto payments" and now on the current bill it appears we are NOT set up correctly... Does this match what you are seeing?

Anthony Miksak > I think 3-45 days have passed. What should I do now?

Mark > I apologize for the inconvenience Anthony. I would like to escalate this chat to our Internet Support.

Anthony Miksak > 30-45 days

Mark > PLease stay on the line.

Anthony Miksak > OK

Mark > Please wait, while the problem is escalated to another analyst

Tiwanna > Hi. How are you today?

Anthony Miksak > hello... a bit frustrated... can we please get this resolved?

Tiwanna > Analyst has closed chat and left the room


ComcastCares1 said...

I apologize for the poor experience. I will make sure this is looked into.

If you don't mind will you please send us the phone number on the account and a link to this page?

Thanks in advance!

Mark Casem
Comcast Corp.
National Customer Operations

Holly Tannen said...

Dear Tony:

Thanks for letting us know about the library closures. Especially in the age of the internet, when realms of data can be disappeared with a click, libraries are vital to keeping alive our intellectual and historical records. I will support Yes on A in any way I can.

John Dowland, the Elizabethan lutenist, wrote a piece called "Forlorn Hope Fancy." Here's Julian Bream's version of it.


And thanks again for Words on Books. Not only is it a great show, but it's an excellent example of how much one can say in a small amount of time.



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