another service chat - mrclutch's Blog

mrclutch's Blog

another service chat

Posted on May 23, 2016 at 11:57 PM.

(0)

Hello CHRIS_, Thank you for contacting Comcast Live Chat Support. My name is vishal. Please give me one moment to review your information.
CHRIS
10:10PM
My Issue: service
vishal
10:11PM
Nice to have you on the chat. Hope you are doing well today.
CHRIS
10:11PM
hi I chatted online Friday evening and was told I would be called back by 9 am Saturday for unathourised changes to my service and still no call
CHRIS
10:11PM
I also called and chatted online Saturday to ask for a call ... still no call
CHRIS
10:12PM
what's up?
vishal
10:12PM
I apologize for the inconvenience.
vishal
10:13PM
I will be more than happy to help you on checking on your issue. I assure you that we would be able to come up with a resolution together on this chat by providing you with the information you need.
CHRIS
10:14PM
sounds good lets get to it
vishal
10:14PM
Thank you for verifying account information before entering the chat room. Let me go ahead and review your account.
CHRIS
10:14PM
So i was called by comcast last friday around noon. sales call
CHRIS
10:16PM
thye offered me to keep all my current channels plus have unlimited data usage for my internet and get a reduced bill by 10-15 dolllars. I ask specifically "I'll still get HBO right?' The sales agent said yes i would. Later that day my HBO was cut off
vishal
10:16PM
I am reviewing your account details, please allow me 1-2 minutes while I am checking this for you.
CHRIS
10:18PM
when i went back into the chat they said someone would have to "review the call' and several other excuses. They gave me HBO for "free" for 3 months even though I have had it ifor the last 13 months. They also overcharged me a for receiver. I got the receiver part fixed.
vishal
10:18PM
Thank you for this detail.
CHRIS
10:18PM
I'm glad I caught the reciver part fixed on my own. I feel like I was deliberately being overcharged.
vishal
10:19PM
Thank you for your patience.
vishal
10:22PM
Chris, I have checked your account notes and as per the notes on the account for 05/20/2016 the upgraded Starter Double play with Extreme speed and Unlimited data was applied.
vishal
10:23PM
When these changes were made on the account, the HBO which was Free with the old package was removed from your account as this was not part of the new package.
vishal
10:23PM
I have also reviewed the notes regarding the call back promised to you regarding the same. However, there have been no notes for the call being completed or not.
CHRIS
10:23PM
well it hasnt
vishal
10:25PM
Chris, as I am from the Billing department. We do not have the access to arrange call back or apply Free HBO on your account as this was with the package earlier on your account.
vishal
10:25PM
However, I will connect you further to our Sales team who may be able to provide you Free HBO and arrange the Call back as committed to you for the same issue as they have more access to available promotions on the account.
CHRIS
10:26PM
i'm concerned that on the sales called i received from comcast I asked if HBO was included and was told it was just to make the sale. I had hoped to resolve this without
CHRIS
10:27PM
involving the BB. Do you think I should just go ahead and call the BBB? I would value your advice
vishal
10:27PM
Chris, I certainly understand where you are coming from and how it feels to be in a situation like this.
vishal
10:29PM
I will connect you to our Sales team further to check this for you and they will surely provide you the information regarding the same and get this resolved for you.
CHRIS
10:29PM
ok
CHRIS
10:30PM
just dont forget what you said
CHRIS
10:30PM
I will be more than happy to help you on checking on your issue. I assure you that we would be able to come up with a resolution together on this chat by providing you with the information you need.
vishal
10:31PM
Chris, I would have resolved your issue here at my end if I have the full access to the available promotions on your account here at my end .
vishal
10:31PM
Please stay connected while I am connecting you further to our Sales team to further check this for you.
vishal
10:33PM
Please wait, while the problem is escalated to another analyst
user CHRIS has entered room
analyst Akhilesh has entered room
Akhilesh
10:33PM
Hi. My name is Akhilesh. Please allow me 2 - 3 minutes to review the chat transcript you had with previous representative. This won't take too long.
Waiting for response from vishal
analyst vishal has left room
CHRIS
10:36PM
hi are you still there
Akhilesh
10:36PM
Thank you for waiting.
Akhilesh
10:39PM
Hi Chris, I went through the chat transcript for the discussion you had with the previous representative and I came to know about the HBO you were informed to get with the package however it was not initiated for the same time period as it was before.
Akhilesh
10:39PM
I will try my level best to search for the promotion of the HBO.
CHRIS
10:39PM
k
Akhilesh
10:40PM
I will also escalate the issue of the call back task you were informed by previous representative.
CHRIS
10:40PM
it would helpful if i could see alll available promos somewhere online. Whenever i look i can't evern see my current package
Akhilesh
10:42PM
I do understand your concern and certainly forward your valuable feedback to our higher support team to implement on this.
Akhilesh
10:42PM
Please stay with me while I am checking for the promotion of HBO.
CHRIS
10:43PM
k
Akhilesh
10:45PM
I am checking with my supervisor. Please stay with me.
CHRIS
10:50PM
k
Akhilesh
10:51PM
Chris, I have checked with my supervisor and found the same promotion of HBO which is already added on your account however you not need to worry I am raising a special ticket for extended promotion of HBO.
Akhilesh
10:52PM
Our concern department will investigate into and they will provide you the best available promotion for HBO in your account as you have been moving round and round for this issue.
Akhilesh
10:53PM
The maximum Turn Around Time for the resolution of the ticket is 24 � 72 hours, however I have raised the ticket on priority basis.
Akhilesh
10:53PM
I will personally follow up on the status of the ticket, so that you do not have to face any further inconvenience, and I will make sure that the ticket I am raising gets resolved as soon as possible.
CHRIS
10:53PM
well i don't want anyome changes until I give the ok
CHRIS
10:54PM
sorry i'll restate. I don't anyone chanigng anything on my account until I say it is ok
Akhilesh
10:54PM
Sure, I will take care of this and personally notating your account with these details.
CHRIS
10:55PM
pleas also note that i first contact comcast friday night, which is already over the 72 hours you noted
Akhilesh
10:55PM
I will also share the confirmation number of this escalation with you. Kindly confirm your phone number and email address with me as 615xxxxxxx,[email protected], Is that correct?
CHRIS
10:56PM
the phone number is right. I would like a call and not some email
Certainly.
Akhilesh
10:57PM
I am about to finish here.
Akhilesh
10:58PM
Thank you for waiting.
Akhilesh
10:59PM
I have successfully raised the ticket and the reference number is 160523-000410 .
Akhilesh
10:59PM
I sincerely apologize for all the inconvenience that has been caused to you.
Akhilesh
11:00PM
I will make sure that you will get the same promotion or better for HBO as it was promised to you.
Akhilesh
11:01PM
I will personally track this with the help of my supervisor so that you do not have to face any further inconvenience.
CHRIS
11:01PM
not your fault. it's the sales rep who called me and frankly did not speak the truth to me to make a sale. I appreciate you trying ot help
Akhilesh
11:01PM
until this issue is settle down.
CHRIS
11:01PM
thanks