My Sorry Chat with Comcast

For the past few weeks, my office internet speed has been giving me fits. My connection speed at times has fluctuated from its top speed (yes – I pay extra for a faster connection) to as slow as dial-up (I have an on screen monitor) and has disconnected my staff and me from time to time.

So, I decided to give Comcast Live Chat a try – it’s more convenient than making a call for me and I’m sure more profitable for Comcast.

When you check out the Chat session I had last week with Comcast my internet provider (see below), a few glaring issues should bubble up.

1. Note the overabundance of apologies

2. How about having the audacity to try to sell me something – a disgruntled customer -  when he/she is in the middle of trying to solve a problem

3. What’s the deal with doing maintenance during peak hours – 4PM EST – even she get’s disconnected from me

4. Why should they ask me to call back and go through their voice prompts, go on hold etc., when they haven’t solved my problem, THEY should call ME back at a convenient time that’s best for ME

If companies would simply invest more in their systems and build better products on the front end, they’d be amazed at how much money they’d save (be more profitable) by saving on deal riddled advertising and customer care.

Their word of mouth referral business would go through the roof. I’d like to meet one person who has raved about their internet provider’s service.

Net – I’m researching Verizon’s FIOS.

user stephen_ has entered room

Stephen(Tue Jul 27 2010 15:40:25 GMT-0400 (EST))>

internet speed is dragging  - at times as slow asdial-up -
been going on for 4 weeks - off and on

analyst Annie has entered room

Annie(Tue Jul 27 2010 15:40:47 GMT-0400 (EST))>

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

Annie(Tue Jul 27 2010 15:41:03 GMT-0400 (EST))>

I'm sorry if this has caused you inconvenience in any way.
I am happy to have you on this chat to be of service to you.
We remain committed in providing you with the best customer service.
I can certainly assist you with your internet.

stephen_(Tue Jul 27 2010 15:41:33 GMT-0400 (EST))>

thanks

Annie(Tue Jul 27 2010 15:41:44 GMT-0400 (EST))>

You are most welcome.

stephen_(Tue Jul 27 2010 15:42:58 GMT-0400 (EST))>

any thoughts on why my connection is dragging slow?

Annie(Tue Jul 27 2010 15:43:25 GMT-0400 (EST))>

I am sorry to know that you are getting a slow internet connection,
Stephen.

Annie(Tue Jul 27 2010 15:43:37 GMT-0400 (EST))>

I would be glad to assist you with your internet problem.

Annie(Tue Jul 27 2010 15:43:43 GMT-0400 (EST))>

Let me first pull up your account. Please verify your account number,
full name and the last four digits of your SSN.

stephen_(Tue Jul 27 2010 15:44:49 GMT-0400 (EST))>

dont have account number with me - name is Stephen Wayhart,
company BrandMill - XXXX

Annie(Tue Jul 27 2010 15:45:04 GMT-0400 (EST))>

Thank you for that information.

Annie(Tue Jul 27 2010 15:45:15 GMT-0400 (EST))>

Please give me one moment to pull up your account.

Annie(Tue Jul 27 2010 15:45:21 GMT-0400 (EST))>

While waiting, please allow me to take this oppurtunity
to share with you one of the main features that you can
get with Comcast which is our online site,
http://www.fancast.com. It offers full television episodes,
full-length feature films, trailers and video clips to
both Comcast subscribers and non-subscribers. If you missed
out on your favorite TV shows, you do not need to
worry next time. Certainly you will enjoy this feature
as another innovation, only from Comcast.

stephen_(Tue Jul 27 2010 15:48:45 GMT-0400 (EST))>

HELLO?

Annie(Tue Jul 27 2010 15:49:18 GMT-0400 (EST))>

Thank you for patiently waiting, Stephen.

Annie(Tue Jul 27 2010 15:49:25 GMT-0400 (EST))>

I apologize for the delay.

stephen_(Tue Jul 27 2010 15:49:48 GMT-0400 (EST))>

SO WHATS THE PROBLEM?

Annie(Tue Jul 27 2010 15:50:11 GMT-0400 (EST))>

I am sorry but the system is slow right now.

analyst Annie has been temporarily disconnected.
Please wait while the analyst attempts to reconnect.

analyst Annie has entered room

stephen_(Tue Jul 27 2010 15:50:53 GMT-0400 (EST))>

BUT MINE'S BEEN DRAGGING NOW OFF AND ON FOR WEEKS - READY TO CHANGE

Annie(Tue Jul 27 2010 15:51:33 GMT-0400 (EST))>

I do apologize for the inconvenience that this has caused you,
Stephen.

Annie(Tue Jul 27 2010 15:53:12 GMT-0400 (EST))>

I do apologize that  our tool is not available at the moment
since it is currently under weekly maintenance. But don’t worry,
there is an account set up for you already, it's just that
the password is not accessible yet.  If it is okay with you,
you can chat back with us after two to four hours, when
the maintenance is completed. I will make a priority note
on your account that you will need your internet service.
That way, when you call or chat back with us, it will be
given to you right away. You are a valued customer so I
will tag it as a top priority. Again, I really apologize
for this inconvenience. But rest assured that after two to
four, you will have your internet service.

stephen_(Tue Jul 27 2010 15:54:20 GMT-0400 (EST))>

UNDER MAINTENANCE AT 4PM EAST COAST US TIME?
YOU'VE GOT TO BE KIDDING ME.

stephen_(Tue Jul 27 2010 15:57:39 GMT-0400 (EST))>

SO WHAT'S THE PLAN DO I STAY ONLINE AND CHAT OR??