Comcast Corporation Complaint - Double Service Call Fee For One Problem
I THINK MY ONLINE CHAT SESSION SUMS IT UP!
THE LAST LINE IS PRECIOUS!
chat id : 66a3715f-14eb-4b5a-beaa-94a0dc6aff54
Problem : I WAS NOT TO BE CHARGED FOR SERVICE CALLS TOOK 3 VISITS TO FIND PROBLEM. I SEE 2 CHARGES ON MY BILL. I NEED A REFUND PLEASE
PATRICIA > I WAS NOT TO BE CHARGED FOR SERVICE CALLS TOOK 3 VISITS TO FIND PROBLEM. I SEE 2 CHARGES ON MY BILL. I NEED A REFUND PLEASE
Christine > Hello PATRICIA_, Thank you for contacting Comcast Live Chat Support. My name is Christine. Please give me one moment to review your information.
Christine > It is a pleasure to have you on chat, Patricia! First of all, I apologize for whatever inconvenience the issue has caused you but I'll be more than happy to resolve it for you. I hope you haven't waited so long to be assisted. How's your day so far?
PATRICIA_ > Good thank you.
Christine > I am glad to know that, Patricica
Christine > Patricia*
PATRICIA_ > yes
Christine > It may have been frustrating seeing some differences on your bill. I understand that you just want to have it clarified to have some peace of mind. No worries, let me help you out with that. I can definitely check it out for you.
PATRICIA_ > thank you
Christine > Before we proceed in resolving the issue, for security and verification please provide me first with your : Account Number, Phone Number and the last 4 digits of your SSN
PATRICIA_ >Frustrating after taking off work and 3 service calls, I see one $25 credit for the first call that a service representative never came out to but still two $28 charges.
Christine > Thank you for the information, Please give me 2-3 minutes to pull up the account.
PATRICIA_ > great thank you
Christine > While waiting, let me inform you that you will be able to enjoy your free time by watching full TV shows and movies online at http://www.fancast.com
Christine > Patricia, thank you for waiting
Christine > Patricia, as I see it here on your account, you do not have a Service Protection Plan for your Trouble Call
PATRICIA_ > ok
Christine > That is the reason why you are charged for the trouble call you made, Patricia
PATRICIA_ > I understand, however after the problems with the calls I was told the fees would be waived
Christine > Patricia, as I see it here in the account, the charge of $28.99 was adjusted in your bill.
PATRICIA_ > One charge or both? My bill is $50 more than usual??? I should have a $25 discount it should be less??
Christine > Both charges, Patricia
PATRICIA_ > Basic Broadcast - Adjustment 09/19 -25.00
Trouble Call 09/21 28.99
Trouble Call 09/22 28.99
Total Other Charges & Credits $32.98
PATRICIA_ > That is my bill, so did it get adjusted after my bill was sent out?
Christine > Yes, that is correct Patricia
PATRICIA_ > Can you please send me a corrected statement?
Christine > I am sorry, Patricia, but since I am only for chat support, I cannot send an email of your bill.
PATRICIA_ > Can you tell me the correct amount due? The automated service 15 minutes ago states I owe the full $155
Christine > Yes, that is correct, Patricia
PATRICIA_ > $155 is not a discounted amount Christine. My detailed billing statement does not reflect any credits other than the $25
Christine > I am sorry for the confusion, Patricia
Christine > But as I check further on your bill, the charges is valid, since we usually charge for the technician's fee and not for the devices itself
PATRICIA_ > I have no devices? The tech fee was supposed to be refunded again 3 service calls two full days a no call no show... terrible customer service!
Christine > I apologize for the inconvenience this has caused you, Patricia
PATRICIA_ > What can you do to get my account properly credited?
Christine > Let me check on the notes in your account, Patricia
Christine > Patricia, I apologize for the delay
Christine > As I see it here on my end, the trouble call charge was valid since the technician was able to complete the trouble call.
PATRICIA_ > Why would I be charged for 2 service calls for a problem the first guy didn't get right? Even if I did have a device issue it should have been properly diagnosed the first time. Not my fault the service tech didn't get it right the first time!?
Christine > And since there is some problem when you made a trouble call, Comcast gave you a $25.00 credit for the inconvenience, Patricia
PATRICIA_ > that was a credit for them not showing up for an appointment- that would be the third service charge if they had shown up?!
Christine > You are charged twice, because the first issue is about your internet service and the second one is for your phone service, Patricia
PATRICIA_ > wrong I have no phone service!!!
Christine > I am sorry, Patricia
PATRICIA_ > I have never had Comcast for phone I have only had a cell phone for years now!
Christine > I mean the equipment
PATRICIA_ > The issue was for my internet the entire time
Christine > Yes, Patricia
Christine > That is for your internet service, Patricia
PATRICIA_ > the issue both times was for the same problem... look at the dates the first guy came out did not fix the problem I called back moments after he left he was to come back same afternoon never did I rescheduled next guy came and fixed issue The equipment is my modem which we took care of that was the issue in the first place, again the first tech did not properly diagnose the issue and left before making sure we stayed online
PATRICIA_ > This is incredibly frustrating. I can not believe the hoops I am jumping through to resolve a $29 charge after being a customer for 6 years. Really poor satisfaction. I have an issue it should have been resolved in one visit. It was not. I was then sttod up for an appointment and finally on the third try Comcast got it right and fixed the issue. And I am spending all this time to get the service fee credited? This does not seem reasonable.
Christine > I really apologize for the inconvenience this has caused you, Patricia
Christine > Please give me 2-3 minutes to check further on your issue
PATRICIA_ > Thank you.
Christine > You are welcome, Patricia
Christine > Patricia, thank you for patiently waiting
Christine > As I check further on my end, the issue was resolved by the technician
Christine > When he first came to your house
Christine > Therefore the charges made was valid
PATRICIA_ > Christine, no it was not resolved, he thought he fixed it, but as soon as he left my house my internet was out again. I immediately called Comcast and they said they would send him back. Never came back. So they sent a different tech the problem the entire time was the modem.
PATRICIA_ > I do not know how else to explain the situation to help you understand. The bottom line is I spent many hours waiting for Comcast to resolve my issue. It took two technicians to properly diagnose the initial problem. There was always only ONE problem. The problem was with the modem nothing else.
Christine > Patricia, in as much that I would want to remove the charge, I really cannot do it since it is a valid charge
PATRICIA_ > Christine, I am a very reasonable person. I have worked in customer service many years. I understand you are the front end and only doing your job, perhaps your supervisor may better comprehend the situation and be able to help resolve my complaint rather then the two of us continuing our dialogue that seems to be going in a circle. May I please be directed to your supervisor? Thank you.
Christine > But since there is a problem when you made a trouble call, you have been given a credit of $25.00
Christine > That means you are only charged of $32.98 for the trouble call
PATRICIA_ > That is for my inconvience of being stood up when I took off of work and waited for a tech that never showed!
Christine > Actually, we charge customers for the trouble call of $50.00
PATRICIA_ > I would like a supervisor now please.
Christine > But since there is an inconvenience, you are only charged of $32.98
Christine > That means you are not charged of the 2 trouble calls, Patricia
Christine > You are only charged of 1 trouble call
PATRICIA_ > I would like to speak to a supervisor Christine.
Christine > I am sorry, but my supervisor is not available Patricia
Christine > And I believe I have explained to you clearly your bill Patricia, that you are only charged of $32.98 for the trouble call instead of $50.00.
Christine > And that you are not charged of the second trouble call that you made when the first technician was not able to resolve the issue on his end
PATRICIA_ > Ok, Christine. I have copied our dialogue from this evening as well as the amount of time we have spent together. I will copy it into an Email as well as a letter to corporate. In addition I will be posting it on my website, Facebook, Twitter, etc. so others can make their own decision about the quality of Comcast customer service. In addition you can make note that you have lost a loyal customer of 6 years over $28.00. Enjoy the rest of your rvrning Christine. Please pass my concerns to your supervisor... when you have one available.
Christine > I am really apologize for that, Patricia
Christine > To recap, I explained to you your bill, Patricia
Christine > Again thank you for choosing Comcast as your ISP/phone provider. Comcast appreciates your business and values you as a customer. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com.
Christine > Goodbye for now!
Christine > Have a peaceful evening
Christine > Analyst has closed chat and left the room