Comcast Corporation Complaint - Request to upgrade to HDMI box? Good luck!
CHATTANOOGA, TENNESSEE -- The following exchange is cut and pasted directly from an online chat session I had with Comcast customer service.
All I wanted to do was have Comcast come to my home to switch out our old non HDTV box for a new HDMI box.
Prior to this chat I had contacted Comcast online the day before with no resolution. I had also called Comcast to speak with a customer service rep, also to no avail.
The time I spent engaging Comcast on this issue is approximately 2 hours.
My personal chat information has been deleted for privacy reasons. Please forgive the typos. "Enjoy"....
user ROb_ has entered room
Rob(Wed Feb 27 10:51:02 EST 2008)>Place order
analyst Paul.25710 has entered room
Paul.25710(Wed Feb 27 10:51:05 EST 2008)>Hello ROb_, Thank you for contacting Comcast Live Chat Support. My name is Paul.25710. Please give me one moment to review your information.
Paul.25710(Wed Feb 27 10:51:12 EST 2008)>I will be happy to assist you with your questions today.
Paul.25710(Wed Feb 27 10:51:39 EST 2008)>May I have your Comcast account number please?
ROb_(Wed Feb 27 10:52:41 EST 2008)>Thanks. I'd like to place an online order for a DVMI box to be delivered to my home when available for swap out with our old cable box. we just bought a LCD HD TV and upgraded our service for that so we need the newer box. can you help me w that? I don't have my home bill but my home phone is xxx-xxx-xxxx
Paul.25710(Wed Feb 27 10:53:19 EST 2008)>Thank you for that information.
Paul.25710(Wed Feb 27 10:53:24 EST 2008)>For identification, could you please verify the last 4 digits of the social security number listed on the account?
ROb_(Wed Feb 27 10:53:31 EST 2008)>xxxx
Paul.25710(Wed Feb 27 10:53:44 EST 2008)>Thank you for that, Rob.
ROb_(Wed Feb 27 10:54:55 EST 2008)>ok
Paul.25710(Wed Feb 27 10:55:39 EST 2008)>Let me pull-up your records for me to be able to give out the right information for you. Okay.
ROb_(Wed Feb 27 10:55:58 EST 2008)>ok
Paul.25710(Wed Feb 27 10:57:14 EST 2008)>Rob, regarding your request what I want you to do is to personally visit your local office in your area so that they can see the box that you would like to replace.
ROb_(Wed Feb 27 10:57:31 EST 2008)>why?
Paul.25710(Wed Feb 27 10:57:42 EST 2008)>Do you know the address of your local office.
ROb_(Wed Feb 27 11:00:00 EST 2008)>yes. they have the box information on file. I am not going to unplug the box, drive to comcast just so they can look at the box. we need an hdmi box what does it matter which box we have? doesn't comcast have a record of the tuype box we have in it's records.
Paul.25710(Wed Feb 27 11:01:50 EST 2008)>What I can do for you is to schedule a taechnician for you to insatall the box but I cannot assure you that the box you are requesting for is available in your local office.
ROb_(Wed Feb 27 11:03:19 EST 2008)>i know they don't have the boxes now that much we have figured out.
Paul.25710(Wed Feb 27 11:03:37 EST 2008)> So you really need to personally visit your local office to verify that the box that you are requesting for is available.
Paul.25710(Wed Feb 27 11:04:53 EST 2008)> Yes, we have a record of your boxes but we do not have a records of what model of boxes are available in your loval office.
ROb_(Wed Feb 27 11:07:27 EST 2008)>Do you know how ridiculous this exchange we are having is? This is a multibillion dollar company, and what you are telling me I cannot place an order to have an HDMI box delivered to my house when it becomes available from my local office. INstead, you are advising me to "take the box out to my local Comcast service provider -- a 45 minute round trip for me -- which doesn't include my time waiting in line etc. When I get there I will be told "we don't have those boxes in stock now." And then what? Come back another day?
Paul.25710(Wed Feb 27 11:10:23 EST 2008)>It would be best for you to call your local office for this issue like what I said I canschedule a technician for you but I cannot assure you that the box that you are requesting for is available.
ROb_(Wed Feb 27 11:11:33 EST 2008)>See, that is a great idea. ONly problem is there IS no local phone number for my Comcast service provider. Instead, when I call I get routed to a call center that tell me THEY do not have a way to contact my local service provider directly.
Paul.25710(Wed Feb 27 11:11:38 EST 2008)>As much as I would want to helpn you, Rob, I really am unable to grant your request as my resources through chat is limited.
Paul.25710(Wed Feb 27 11:11:55 EST 2008)>We are in a national call center.
ROb_(Wed Feb 27 11:13:31 EST 2008)>Right. You have other more important customers to help. Right. So here's what I'm going to do. I'm going to cut and paste this excahnge with you to the INternet everywhere I can find anything to do with Comcast complaints. This is what happens when you have a telecommunications monopoly and you don't have to answer to your customer base, or provide a minimum level of service. By minimum level I mean at least "D" level service.
Paul.25710(Wed Feb 27 11:13:45 EST 2008)>Hold on I can give you a phone number in your local office.
ROb_(Wed Feb 27 11:14:06 EST 2008)>423-855-4300
ROb_(Wed Feb 27 11:14:26 EST 2008)>that goes to the call center.
Paul.25710(Wed Feb 27 11:15:13 EST 2008)>Battlefield
2205 LaFayette Rd.
Ft. Oglethorpe, GA 30742
Phone: 423-855-3900 M - F 9am - 5:30pm, Sat 9am - 1pm
Paul.25710(Wed Feb 27 11:15:24 EST 2008)>I apologize for the frustration and understand how you feel.
ROb_(Wed Feb 27 11:16:29 EST 2008)>LOL I'm sure you do. However, your "feeling my pain" is no substitute for Comcast helping me do something as insanely simple as scheduling an appointment to switch out a cable box. Right?
ROb_(Wed Feb 27 11:17:08 EST 2008)>BTW that location is NOT my local Comcast office. That is located on Polymer Drive.
Paul.25710(Wed Feb 27 11:17:20 EST 2008)>Rob, I actually want to assist you in this matter but this process can be resolve by codordinating with your local office.
Paul.25710(Wed Feb 27 11:18:05 EST 2008)>Chattanooga
2030 East Polymer Dr
Chattanooga, TN 37421
Phone: 423-855-4300 M-F, 8am-6pm. Sat, 9am-1pm
ROb_(Wed Feb 27 11:19:01 EST 2008)>There is NO WAY to contact my local office without getting in my car and driving out there. THAT is why I am contacting Comcast online. To place a simple service call. The number you have provided goes to A CALL CENTER in Memphis. THEY cannot contact my local Comcast office. The don't have a telephone number for them.
Paul.25710(Wed Feb 27 11:21:22 EST 2008)>Okay, I will schedule a technician for you to replace your box, However I will be unable to guarantee that the box you are requesting for is available.
ROb_(Wed Feb 27 11:23:38 EST 2008)>It is NOT available. So the way a service ticket SHOULD work, I would think, is it goes into backorder status such that when one DOES become available Comcast can notify me and say "we have a box for you". Is this multibillion dollar company not capabable of processing simple customer service tasks like that?
ROb_(Wed Feb 27 11:25:55 EST 2008)>Do you know who Rick Germano is?
Paul.25710(Wed Feb 27 11:26:05 EST 2008)>Your local office will be the one who will request the box that you are requesting for to our main office.
ROb_(Wed Feb 27 11:28:01 EST 2008)>So you can schedule a box to be switched out and Comcast will contact me if it is not available and let me know when one is available and coordinate a time to reschedule? Correct?
Paul.25710(Wed Feb 27 11:29:44 EST 2008)>Yes, that is correct.
Paul.25710(Wed Feb 27 11:31:22 EST 2008)>Did you receive my last message?
Paul.25710(Wed Feb 27 11:32:07 EST 2008)>Are you still there?
ROb_(Wed Feb 27 11:32:43 EST 2008)>That was in essence my original reason for contacting Comcast online. Why it has taken us 20 minutes to get to this juncutre escapes me. Irrespective of that, I would then like to place an order to have an HDMI box delivered to my home to replace the non HD compatible Comcast cable box we currently have. Please advise what information you need from to facilitate that, along with a tracking or reference number for the order (I am presuming you will give me that.)
Paul.25710(Wed Feb 27 11:35:06 EST 2008)>One moment please, While I process this one for you.
ROb_(Wed Feb 27 11:37:26 EST 2008)>You understand my ire is not directed at you personally. You are simply implementing the standard of service that is determined from the top down at Comcast. You are doing what you can do with the tools and resources afforded you. This is not your fault ... it is Comcast management that sets the tone and standards.
Paul.25710(Wed Feb 27 11:38:16 EST 2008)>The available slot for you is on Monday that is March 3,2008 between 8am to 11am is that okay with you?
ROb_(Wed Feb 27 11:39:03 EST 2008)>Becuase I am posting this transcript to the INternet, and further sending it to Rick Germano, Senoir Vice President of Comcast Customer Operations, I am for the record going to post the following into this transcript from Comcast's page "Custmer Care Improvements:
ROb_(Wed Feb 27 11:39:23 EST 2008)>That page is located at: http://www.comcast.com/Corporate/Customers/customercare.html?CMP=KNC-1TO1092007GOOGLE4&s_kwcid=comcast%20complaint|849143647
ROb_(Wed Feb 27 11:39:49 EST 2008)>That page begins:
We are constantly working to serve you better.
Dear Comcast Customer:
We want to let you know that customer service is our highest priority. Your feedback is very important to us, and we use it to improve the way we deliver service. We are writing this letter to update you on the steps we have taken to provide better service to you. We are putting a tremendous amount of resources into making it easier and more convenient for you to do business with us.
ROb_(Wed Feb 27 11:40:04 EST 2008)>Yes, the date you have indicated will work.
Paul.25710(Wed Feb 27 11:40:16 EST 2008)>Okay, I understand if you feel the need to do that.
ROb_(Wed Feb 27 11:41:39 EST 2008)>If the box requested is not available I presume Comcast will contact me to reschedule? Correct? Also, can you provide me a tracking number to reference this order should I need to contact Comcast about it?
Paul.25710(Wed Feb 27 11:42:07 EST 2008)>Your appointment has been scheduled for March 3,2008 between 8AM and 11AM. Please ensure that someone who speaks English and over the age of 18 years old is present. The technician will call you 30 minutes before coming to your home.
Paul.25710(Wed Feb 27 11:43:21 EST 2008)>Yes, that is correct, your tracking number for this transaction will be your account number that is xxxxx-xxxxxx-xx
Paul.25710(Wed Feb 27 11:43:49 EST 2008)>Is there anything else I can assist you with at this time?
ROb_(Wed Feb 27 11:44:22 EST 2008)>It's been an amazing journey. I'm glad to have finally arrived. Thank you for your assistance Paul.
Paul.25710(Wed Feb 27 11:44:43 EST 2008)>If you need assistance in the future,please do not hesitate to contact us through Live Chat or E-Mail us at www.comcast.net to help you reach a resolution independently.
Paul.25710(Wed Feb 27 11:44:46 EST 2008)>Thank you for contacting Comcast! Where you are a Valued Customer.
Paul.25710(Wed Feb 27 11:44:49 EST 2008)>Have a great day! Bye!
Will Comcast actually deliver the box as scheduled? I certainly hope so since I will have to take the morning off from work to be there when they show up.
How can Comcast get away with such horrific customer service. It's simple. They are a monopoly and have no accountability. To wit: There is no alternative in the marketplace if you want cable and want to switch. By the way Comcast is a Bill Gates company.
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