Comcast Customer Service Chat

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chat id : 3a730457-1607-4a76-8286-33d09cb41a6a
Problem : last chat stalled, Talk to me, comcast!

bruce > last chat stalled, Talk to me, comcast!

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

Desiree > How are you doing today?

bruce_ > I'm not pleased with comcast today, Desiree.

Desiree > I am so sorry to hear that. 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.

Desiree > May I know what seems to be the issue?

bruce_ > I was unable to access audio. After 30 minutes of trying to speak to somebody about my problem, Zyrene helped me out. I had inadvertantly pressed the wrong button on my remote. I'd still like to not pay for my cable service for today. Can you verify a rebate on my next bill, please?

Desiree > I am afraid that a credit is not applicable with this kind of issue since it is not an outage or interruption on the service due to Comcast End. But I will check on the account if there were any credits applied

Desiree > To ensure the integrity of your account information, may I please have your full account number or the last 4 digits of the SSN on the account?

bruce_ > SS# last 4: xxxx

Desiree > Thank you.

Desiree > Please give me a moment or two while I pull up your account.

Desiree > By the way , while waiting for your account to pull up, I will share you a feature of Comcast that you can truly benefit. And that is our Self Help at comcast.com and comcast.net.


Our website has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. You do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to http://www.comcast.com/ or comcast.net . On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.

Desiree > I have it up now

Desiree > Thank you for patiently waiting

Desiree > I see here that there has been no credit applied on the account

bruce_ > thanks, Desiree. I'm here for a refund for loss of service, not a sales pitch.

Desiree > We sincerely apologize for the inconvenience this may have caused you however, we cannot really apply any credit because, this is not a Comcast service outage affecting all the TVs at your residence.

Desiree > You hit the wrong button on the remote that is why Cable didn't have audio

Desiree > We can apply credit on it if the service was out for the entire day

Desiree > Because there is something wrong on our end

Desiree > If you are having any issues with your service, please contact us immediately so we will be able to provide you solution right away

bruce_ > Right. I'm not talking about my service area. I'm talking about my own tv, the one that I pay my cable bill on every month. I wanted to see (and hear) a tv show. I couldn't, because my thumb slipped. I missed my show. there was no way for me to recover from this error without spending an hour trying to contact comcast. I'd call that faulty design. I'd think that your corporation would be concerned about my displeasure with its service. Have you tried twittering #comcastsucks, Desiree? I just did. It looks like there are a lot of people who are dissatisfied with the service that comcast provides. You're really not going to cut me a discount? Is that what you're selling me? Seriously?

Desiree > Yes, we sincerely apologize for the inconvenience this may have caused you. All buttons on the remote are design with special functions. LANG button is for you to switch between language but if that station doesn't have any language version you won't have audio.

Desiree > I would really love to apply credit on it however, we also have to follow certain rules before we can apply one..

Desiree > First, this it did not affect all TVs at your household

Desiree > Second, it is not the remote that is malfunctioning either

bruce_ > It's right below the mute button. There's no indication that it's been pressed. Now I'll know, of course. But I did miss the programming that I wanted to see tonight. Can you see where I'm coming from?

Desiree > Yes, I certainly understand how it feels missing your favorite show because something is wrong. It would really be very frustrating and yes, I would feel the same way being in such situation. But Bruce, this is not something that is created by Comcast. We did nothing on our end to interrupt the service. And if in case we did, we will surely put applicable credit on it for interrupting your service, and for not providing your the service that you are paying.

bruce_ >
Desiree(Fri Jul 30 2010 23:50:15 GMT-0700 (PDT))>

First, this it did not affect all TVs at your household >Well, yes it did, actually. It affected my only TV

bruce_ > I am not satisfied with this response to my complaint, Desiree.

Desiree > I am seeing 2 TVs on your account

Desiree > Only 1 DTA

Desiree > So only 1 remote must have LANG button

bruce_ > Your information is incorrerrect. I have one TV. How long have you been billing me for 2? What id

bruce_ > What is DTA?

Desiree > The small black box with green light indicator

Desiree > Only DTA remote has a LANG button

bruce_ > yes. i have one dta.

Desiree > Let me double check

bruce_ > Still not satisfied with response to complaint.

Desiree > With regard to your complaint, we will not really be able to apply any credit as it happened because you press on the wrong button. It is not us who initiated it. You can check with the manual to know what are those buttons for. You do have the option to check the FAQs to know what seems to be the problem. You can also contact us right away to have this issue fix

bruce_ > That's not going to do it for me, Desiree. Look at my account. How long have I been a customer? Comcast wants to jeopardize that rivulet in its income stream rather than cut me one stinking rebate for a reasonable complaint? Really?

bruce_ > Hello?

Desiree > Yes, I am still here

Desiree > We appreciate your loyalty but the issue here is your service was out because you press on the wrong button.

Desiree > Again, it is not because of Comcast

Desiree > The issue is not on our end

bruce_ > i think the issue is on your end

Desiree > A manual for the remote is available for you to familiarize the function on the remote

Desiree > The LANG button was not design by mistake

Desiree > It comes with a purpose

bruce_ > I dont think I'm being treated fairly. I am not satisfied with your response to my complaint

Desiree > I am not just thinking about Comcast side here, Bruce. And as what I am understanding with your concern, it is not also fair if I will submit a credit because Comcast thinks that it would be best if you have LANG button so that other customers, if they don't understand English also have the option to switch between language

bruce_ > The LANG button was not designed by mistake. It was designed poorly. Otherwise, I wouldn't have had this problem. Unless you believe that I'm not intelligent enough to watch TV. Is that what Comcast believes?

bruce_ > STILL not satisfied with Comcast's response to my complaint

Desiree > Okay, that is your opinion and I do respect that. We would appreciate if you can give any suggestion on how we can improve the remote to satisfy your need.

Desiree > But then again, I will have to stand that the credit is not really valid for this issue.

Desiree > I am sorry, however, I cannot apply any credit on the account for the issue that is not created by Comcast

bruce_ > I think the problem was created by Comcast. I am not satisfied with Comcast's response to my complaint.

bruce_ > I don't think that I'm being unreasonable here.

Desiree > I am sorry, Bruce, but there is really nothing more that we can do about this issue . I will be forwarding your complaint regarding the LANG button so we can think of ways on how to improve it that way you want it to

Desiree > That is the least that I can do regarding this matter

Desiree > Do you have any other concerns for me today? I will be glad to further assist you.

bruce_ > That is the least that you can do. It falls short of adequate, or satisfactory. Tou could further assist me by cutting me that credit on my bill.

bruce_ > STILL not satisfied with Comcast's response to my complaint

Desiree > If it is possible for us to do so, I would have done it without taking too much of your time as it is

bruce_ > STILL not satisfied with Comcast's response to my complaint, I don't believe that a credit is impossible

Desiree > For this issue, yes, credit is not really valid as it is not Comcast's fault that a wrong button was press resulting the trouble that you had ealier.

bruce_ > STILL not satisfied with Comcast's response to my complaint. How long have we been talking now, Desiree? I make it out to be about an hour now

Desiree > We do apologize for taking too much of your time as it is but we cannot really apply any credit on the account

Desiree > If you want to view the manual of the DTA remote ,you can click on this link

Desiree > http://www.comcast.com/corporate/customers/customer_support/remotes.html?INTCMP=ILCCOMCOMAL20642&fss=remote

bruce_ > I am not satisfied with Comcast's response to my complaint.

bruce_ > You can click on this link: http://twitter.com/#search?q=%23comcastsucks

bruce_ > dish tv, hulu, netflix...

bruce_ > one day's credit?

bruce_ > http://www.firstcoastdns.com/TheySuck/Comcast/

bruce_ > http://amplicate.com/hate/comcast

bruce_ > http://www.sfbg.com/politics/2010/06/02/why-comcast-sucks

Desiree > Thank you for that information

bruce_ > I'm kind of enjoying this. Please understand that I harbor no animosity toward you.

Desiree > We have a department that handles those complaints online.

bruce_ > It's the corporation. Are we done here? You're not going to change your mind, are you?

bruce_ > What is that department?

bruce_ > hello/

bruce_ > ?

Desiree > Yes, I am still here. Sorry , the chat was disconnected earlier

Desiree > Yes, we will not really apply any credit for the issue that is not created by Comcast

bruce_ > That's okay. Just weighing my content-provider options here. How can I get in touch with the department that handles those complaints online?

Desiree > Those are reprenstative working offline. If you have notice, there are also responses posted from one of our reprentative. And there is no way for me to escalate you to them. If you wish to send your feedback or complaint, you may do so through this link. http://www.comcast.com/customers/feedback/default.cspx

bruce_ > okay, thanks Desiree. have a good weekend. bruce out

Desiree > You're welcome

Desiree > Should you want to watch full TV shows and movies online, Simply go to http://www.fancast.com.

Desiree > Thank you for choosing Comcast as your cable TV provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat. To close this chat, please click the end session button at the top of your chat window.

Desiree > Analyst has closed chat and left the room