Post: Comcast's Terrible Customer Service
Options
06-29-2014, 02:01 AM
#1
partypoker15
Call me G
So let me explain the situation. I am upgrading my TV services, as well as adding internet and voice to my XFINITY services. 4 days ago, I started receiving calls that I need to do some kind of 3rd party verification, but there were issues the first few times they called (dropped calls when I went through the automated system). I finally called back and talked to a service rep. She actually told me that I had a technician coming Saturday and had no need to do this verification. So I thanked her and hung up. Yesterday I called the automated system and confirmed my appointment for Saturday at 8-10am. Today I wake up and 30 mins after 10, I called the automated system to check my appointment, to find out that it has been changed to July 8th. I became very annoyed and called a service rep. She said my appointment was rescheduled because I didn't do the 3rd party verification. At this point I explained the thing about the service rep stating I didn't need to do it. She said she would "open a ticket with my local office to have a tech call me in a few hours." Well I called back at about 3pm and said I hadn't been contacted yet. This time she said she would tag it as "high alert" and that I should hear back "soon." Well it got to be 8:00pm and I still hadn't been contacted. So, knowing that the call service would most likely be closed and opened an online chat, and strong armed them into fitting me into their schedule. Here is the transcript, and pay attention to Christine's English. Its terrible. Lol.
analyst Chanchal Si has entered room
Chanchal Si: Hello me, Thank you for contacting Comcast Live Chat Support. My name is Chanchal Si. Please give me one moment to review your information.
Chanchal Si: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at You must login or register to view this content.
me: My Issue: I've contacted Comcast multiple times today regarding and I spoke to a supervisor. She opened a ticket, ticket number *********** and said I would be called "soon." This was 5 hours ago. What is the status and why have I not heard back yet?
Chanchal Si: me, I apologize for the inconvience that you had to contact us more than once for this issue. Be rest-assured that I will do everything I can to assist you in fixing this problem today.
me: I appreciate that.
Chanchal Si: Could you please provide me the issue.
Chanchal Si: Is it TV issue?
me: Over the past few days, I have been contacted by Comcast about a 3rd party verification, but I never seemed to be home when they called. So I finally called back and upon talking to a customer service agent, she informed me that "I had a tech coming and that he would do what is needed." I thanked her and hung up. The appointment was scheduled for 8-9am today and after about 9:30 I called to make sure my appointment was still set, only to find out that it had been rescheduled to July 8th with no notice to me. I called and spoke to a supervisor who said she would be opening a ticket to have the local branch call me, but after a few hours of them not calling me, I called back. This time the supervisor said she would put a "high alert" on the ticket to indicate I have not been called back yet. Here we are 5 hours later and I still haven't been called back.
Chanchal Si: Oh! I see.
Chanchal Si: I would need to transfer your chat to concerned team would that be fine?
me: That would be fine.
Chanchal Si: Please wait, while the problem is escalated to another analyst
user me has entered room
analyst Christine has entered room
Christine: It's a pleasure to have you on chat. I hope you're doing well today!
Waiting for response from Chanchal Si
analyst Chanchal Si has left room
Christine: Please give me a minute or two to review your chat with the previous analyst.
me: Okay.
Christine: Thank you.
Christine: I see here that your having issue on your technician visit which was postpone without any noticed. Is that correct?
me: Yes.
Christine: Thank you for confirming that to me, me.
Christine: First of all, I would like to personally apologize for the hassle that you have gone through just to contact us with regard to your concern.
Christine: me, can I ask you a few questions to assist you better. Would that be fine?
me: Yes.
Christine: Great!
Christine: Thank you.
Christine: For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?
me: **Cencored for obvious reasons**
Christine: Awesome!
Christine: Thank you for providing that information.
Christine: Let me go ahead and check on the details.
Christine: Please do give me a minute or 2,
Christine: Will that be fine for you?
me: Yes
Christine: Thank you so much!
Christine: While waiting, let me share a feature of Comcast. Are you aware of the customer self-help on comcast.com? Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to You must login or register to view this content.. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Christine: Thank you for patiently waiting.
Christine: As I checked here on the details, me, I am seeing here that 07/08 is the soonest technician appointment.
me: Well the thing is, I had an appointment scheduled for today, and I was expecting to get my services installed today. I had to take off of work to make sure I was here. I realize that 7/8 may be your earliest opening, but I was under the impression that comcast came with a guarantee, and no one informed me to the change to 7/8, and I expected it to be done today.
me: I realize it is late at night and I don't expect you to send anyone out tonight, but I expect you to find me an appointment before 7/8 to install my services.
Christine: Thank you for patiently waiting.
Christine: me, as checked here further I have found the soonest here on 07/03/2014 around 10AM-12Noon.
Christine: Will that be fine with you?
me: Not really. As I said before I had an appointment for today, but due to a reschedule that I didn't order, it got delayed. I also wasn't informed of this delay, and had to find out when the tech I thought was scheduled didn't show up. I don't even know why it was rescheduled.
Christine: As I checked here it was being rescheduled since the schedule for that day is already full.
Christine: me, that is the soonest technician appointment we have here on our bulletin.
Christine: Will that be fine with you?
me: I confirmed my appointment yesterday. If I was on the schedule, what bumped me filling up the schedule?
Christine: Yes, that is correct,me.
me: Still my question hasn't been answered. I know I had an appointment scheduled for today, and I confirmed that yesterday. So what changed that my appointment got bumped?
Christine: me, your technician appointment was being rescheduled since as the representative trying to successfully processed fails since the slots are all taken
Christine: me, I do apologize for the hassle that this has caused you
me: That is the issue. I know for a fact I had one of those slots. I confirmed my appointment yesterday. So its not like it was going to be scheduled for today but it didn't make it in time.
Christine: Yes, that is correct
me: I want a technician to be sent to my house to install my services tomorrow or Monday, and if you can't authorize that, I would like to be transferred to someone who can.
Christine: Let me check that here on my end
Christine: I will do all my best to checked for the appropriate schedule for you
me: Thank you.
Christine: You are most welcome.
Christine: Thank you for patiently waiting.
Christine: As I checked here on my end, I have found the most perfect schedule for you, which is on 06/30/ around 8Am -10AM.
me: That will work for me.
Christine: 196
Christine: Sorry for the typo. Please disregard that last message.
Christine: Perfect!
Christine: Let me complete that for you
Christine: Thank you for patiently waiting.
Christine: I am done completing that for you.
Christine: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
me: No thank you, that is all for today. Thanks for all the help you have been!
Christine: You don’t have to mention it. It is my pleasure to assist a valued customer like you.
TL
R; Comcast customer support fucking sucks and now I must wait another 2 days before I get my shit upgraded.So what are your thoughts/reactions? I'm curious to get some feedback.
The following user thanked partypoker15 for this useful post:
06-29-2014, 11:52 AM
#4
Nick
Who’s Jim Erased?
Originally posted by partypoker15
Okay I'm going to rant. a.k.a. incoming wall of text.
So let me explain the situation. I am upgrading my TV services, as well as adding internet and voice to my XFINITY services. 4 days ago, I started receiving calls that I need to do some kind of 3rd party verification, but there were issues the first few times they called (dropped calls when I went through the automated system). I finally called back and talked to a service rep. She actually told me that I had a technician coming Saturday and had no need to do this verification. So I thanked her and hung up. Yesterday I called the automated system and confirmed my appointment for Saturday at 8-10am. Today I wake up and 30 mins after 10, I called the automated system to check my appointment, to find out that it has been changed to July 8th. I became very annoyed and called a service rep. She said my appointment was rescheduled because I didn't do the 3rd party verification. At this point I explained the thing about the service rep stating I didn't need to do it. She said she would "open a ticket with my local office to have a tech call me in a few hours." Well I called back at about 3pm and said I hadn't been contacted yet. This time she said she would tag it as "high alert" and that I should hear back "soon." Well it got to be 8:00pm and I still hadn't been contacted. So, knowing that the call service would most likely be closed and opened an online chat, and strong armed them into fitting me into their schedule. Here is the transcript, and pay attention to Christine's English. Its terrible. Lol.
user me has entered room
analyst Chanchal Si has entered room
Chanchal Si: Hello me, Thank you for contacting Comcast Live Chat Support. My name is Chanchal Si. Please give me one moment to review your information.
Chanchal Si: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at You must login or register to view this content.
me: My Issue: I've contacted Comcast multiple times today regarding and I spoke to a supervisor. She opened a ticket, ticket number *********** and said I would be called "soon." This was 5 hours ago. What is the status and why have I not heard back yet?
Chanchal Si: me, I apologize for the inconvience that you had to contact us more than once for this issue. Be rest-assured that I will do everything I can to assist you in fixing this problem today.
me: I appreciate that.
Chanchal Si: Could you please provide me the issue.
Chanchal Si: Is it TV issue?
me: Over the past few days, I have been contacted by Comcast about a 3rd party verification, but I never seemed to be home when they called. So I finally called back and upon talking to a customer service agent, she informed me that "I had a tech coming and that he would do what is needed." I thanked her and hung up. The appointment was scheduled for 8-9am today and after about 9:30 I called to make sure my appointment was still set, only to find out that it had been rescheduled to July 8th with no notice to me. I called and spoke to a supervisor who said she would be opening a ticket to have the local branch call me, but after a few hours of them not calling me, I called back. This time the supervisor said she would put a "high alert" on the ticket to indicate I have not been called back yet. Here we are 5 hours later and I still haven't been called back.
Chanchal Si: Oh! I see.
Chanchal Si: I would need to transfer your chat to concerned team would that be fine?
me: That would be fine.
Chanchal Si: Please wait, while the problem is escalated to another analyst
user me has entered room
analyst Christine has entered room
Christine: It's a pleasure to have you on chat. I hope you're doing well today!
Waiting for response from Chanchal Si
analyst Chanchal Si has left room
Christine: Please give me a minute or two to review your chat with the previous analyst.
me: Okay.
Christine: Thank you.
Christine: I see here that your having issue on your technician visit which was postpone without any noticed. Is that correct?
me: Yes.
Christine: Thank you for confirming that to me, me.
Christine: First of all, I would like to personally apologize for the hassle that you have gone through just to contact us with regard to your concern.
Christine: me, can I ask you a few questions to assist you better. Would that be fine?
me: Yes.
Christine: Great!
Christine: Thank you.
Christine: For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?
me: **Cencored for obvious reasons**
Christine: Awesome!
Christine: Thank you for providing that information.
Christine: Let me go ahead and check on the details.
Christine: Please do give me a minute or 2,
Christine: Will that be fine for you?
me: Yes
Christine: Thank you so much!
Christine: While waiting, let me share a feature of Comcast. Are you aware of the customer self-help on comcast.com? Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to You must login or register to view this content.. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Christine: Thank you for patiently waiting.
Christine: As I checked here on the details, me, I am seeing here that 07/08 is the soonest technician appointment.
me: Well the thing is, I had an appointment scheduled for today, and I was expecting to get my services installed today. I had to take off of work to make sure I was here. I realize that 7/8 may be your earliest opening, but I was under the impression that comcast came with a guarantee, and no one informed me to the change to 7/8, and I expected it to be done today.
me: I realize it is late at night and I don't expect you to send anyone out tonight, but I expect you to find me an appointment before 7/8 to install my services.
Christine: Thank you for patiently waiting.
Christine: me, as checked here further I have found the soonest here on 07/03/2014 around 10AM-12Noon.
Christine: Will that be fine with you?
me: Not really. As I said before I had an appointment for today, but due to a reschedule that I didn't order, it got delayed. I also wasn't informed of this delay, and had to find out when the tech I thought was scheduled didn't show up. I don't even know why it was rescheduled.
Christine: As I checked here it was being rescheduled since the schedule for that day is already full.
Christine: me, that is the soonest technician appointment we have here on our bulletin.
Christine: Will that be fine with you?
me: I confirmed my appointment yesterday. If I was on the schedule, what bumped me filling up the schedule?
Christine: Yes, that is correct,me.
me: Still my question hasn't been answered. I know I had an appointment scheduled for today, and I confirmed that yesterday. So what changed that my appointment got bumped?
Christine: me, your technician appointment was being rescheduled since as the representative trying to successfully processed fails since the slots are all taken
Christine: me, I do apologize for the hassle that this has caused you
me: That is the issue. I know for a fact I had one of those slots. I confirmed my appointment yesterday. So its not like it was going to be scheduled for today but it didn't make it in time.
Christine: Yes, that is correct
me: I want a technician to be sent to my house to install my services tomorrow or Monday, and if you can't authorize that, I would like to be transferred to someone who can.
Christine: Let me check that here on my end
Christine: I will do all my best to checked for the appropriate schedule for you
me: Thank you.
Christine: You are most welcome.
Christine: Thank you for patiently waiting.
Christine: As I checked here on my end, I have found the most perfect schedule for you, which is on 06/30/ around 8Am -10AM.
me: That will work for me.
Christine: 196
Christine: Sorry for the typo. Please disregard that last message.
Christine: Perfect!
Christine: Let me complete that for you
Christine: Thank you for patiently waiting.
Christine: I am done completing that for you.
Christine: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
me: No thank you, that is all for today. Thanks for all the help you have been!
Christine: You don’t have to mention it. It is my pleasure to assist a valued customer like you.
TLR; Comcast customer support fucking sucks and now I must wait another 2 days before I get my shit upgraded.
So what are your thoughts/reactions? I'm curious to get some feedback.
So let me explain the situation. I am upgrading my TV services, as well as adding internet and voice to my XFINITY services. 4 days ago, I started receiving calls that I need to do some kind of 3rd party verification, but there were issues the first few times they called (dropped calls when I went through the automated system). I finally called back and talked to a service rep. She actually told me that I had a technician coming Saturday and had no need to do this verification. So I thanked her and hung up. Yesterday I called the automated system and confirmed my appointment for Saturday at 8-10am. Today I wake up and 30 mins after 10, I called the automated system to check my appointment, to find out that it has been changed to July 8th. I became very annoyed and called a service rep. She said my appointment was rescheduled because I didn't do the 3rd party verification. At this point I explained the thing about the service rep stating I didn't need to do it. She said she would "open a ticket with my local office to have a tech call me in a few hours." Well I called back at about 3pm and said I hadn't been contacted yet. This time she said she would tag it as "high alert" and that I should hear back "soon." Well it got to be 8:00pm and I still hadn't been contacted. So, knowing that the call service would most likely be closed and opened an online chat, and strong armed them into fitting me into their schedule. Here is the transcript, and pay attention to Christine's English. Its terrible. Lol.
analyst Chanchal Si has entered room
Chanchal Si: Hello me, Thank you for contacting Comcast Live Chat Support. My name is Chanchal Si. Please give me one moment to review your information.
Chanchal Si: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at You must login or register to view this content.
me: My Issue: I've contacted Comcast multiple times today regarding and I spoke to a supervisor. She opened a ticket, ticket number *********** and said I would be called "soon." This was 5 hours ago. What is the status and why have I not heard back yet?
Chanchal Si: me, I apologize for the inconvience that you had to contact us more than once for this issue. Be rest-assured that I will do everything I can to assist you in fixing this problem today.
me: I appreciate that.
Chanchal Si: Could you please provide me the issue.
Chanchal Si: Is it TV issue?
me: Over the past few days, I have been contacted by Comcast about a 3rd party verification, but I never seemed to be home when they called. So I finally called back and upon talking to a customer service agent, she informed me that "I had a tech coming and that he would do what is needed." I thanked her and hung up. The appointment was scheduled for 8-9am today and after about 9:30 I called to make sure my appointment was still set, only to find out that it had been rescheduled to July 8th with no notice to me. I called and spoke to a supervisor who said she would be opening a ticket to have the local branch call me, but after a few hours of them not calling me, I called back. This time the supervisor said she would put a "high alert" on the ticket to indicate I have not been called back yet. Here we are 5 hours later and I still haven't been called back.
Chanchal Si: Oh! I see.
Chanchal Si: I would need to transfer your chat to concerned team would that be fine?
me: That would be fine.
Chanchal Si: Please wait, while the problem is escalated to another analyst
user me has entered room
analyst Christine has entered room
Christine: It's a pleasure to have you on chat. I hope you're doing well today!
Waiting for response from Chanchal Si
analyst Chanchal Si has left room
Christine: Please give me a minute or two to review your chat with the previous analyst.
me: Okay.
Christine: Thank you.
Christine: I see here that your having issue on your technician visit which was postpone without any noticed. Is that correct?
me: Yes.
Christine: Thank you for confirming that to me, me.
Christine: First of all, I would like to personally apologize for the hassle that you have gone through just to contact us with regard to your concern.
Christine: me, can I ask you a few questions to assist you better. Would that be fine?
me: Yes.
Christine: Great!
Christine: Thank you.
Christine: For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?
me: **Cencored for obvious reasons**
Christine: Awesome!
Christine: Thank you for providing that information.
Christine: Let me go ahead and check on the details.
Christine: Please do give me a minute or 2,
Christine: Will that be fine for you?
me: Yes
Christine: Thank you so much!
Christine: While waiting, let me share a feature of Comcast. Are you aware of the customer self-help on comcast.com? Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to You must login or register to view this content.. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Christine: Thank you for patiently waiting.
Christine: As I checked here on the details, me, I am seeing here that 07/08 is the soonest technician appointment.
me: Well the thing is, I had an appointment scheduled for today, and I was expecting to get my services installed today. I had to take off of work to make sure I was here. I realize that 7/8 may be your earliest opening, but I was under the impression that comcast came with a guarantee, and no one informed me to the change to 7/8, and I expected it to be done today.
me: I realize it is late at night and I don't expect you to send anyone out tonight, but I expect you to find me an appointment before 7/8 to install my services.
Christine: Thank you for patiently waiting.
Christine: me, as checked here further I have found the soonest here on 07/03/2014 around 10AM-12Noon.
Christine: Will that be fine with you?
me: Not really. As I said before I had an appointment for today, but due to a reschedule that I didn't order, it got delayed. I also wasn't informed of this delay, and had to find out when the tech I thought was scheduled didn't show up. I don't even know why it was rescheduled.
Christine: As I checked here it was being rescheduled since the schedule for that day is already full.
Christine: me, that is the soonest technician appointment we have here on our bulletin.
Christine: Will that be fine with you?
me: I confirmed my appointment yesterday. If I was on the schedule, what bumped me filling up the schedule?
Christine: Yes, that is correct,me.
me: Still my question hasn't been answered. I know I had an appointment scheduled for today, and I confirmed that yesterday. So what changed that my appointment got bumped?
Christine: me, your technician appointment was being rescheduled since as the representative trying to successfully processed fails since the slots are all taken
Christine: me, I do apologize for the hassle that this has caused you
me: That is the issue. I know for a fact I had one of those slots. I confirmed my appointment yesterday. So its not like it was going to be scheduled for today but it didn't make it in time.
Christine: Yes, that is correct
me: I want a technician to be sent to my house to install my services tomorrow or Monday, and if you can't authorize that, I would like to be transferred to someone who can.
Christine: Let me check that here on my end
Christine: I will do all my best to checked for the appropriate schedule for you
me: Thank you.
Christine: You are most welcome.
Christine: Thank you for patiently waiting.
Christine: As I checked here on my end, I have found the most perfect schedule for you, which is on 06/30/ around 8Am -10AM.
me: That will work for me.
Christine: 196
Christine: Sorry for the typo. Please disregard that last message.
Christine: Perfect!
Christine: Let me complete that for you
Christine: Thank you for patiently waiting.
Christine: I am done completing that for you.
Christine: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
me: No thank you, that is all for today. Thanks for all the help you have been!
Christine: You don’t have to mention it. It is my pleasure to assist a valued customer like you.
TL
R; Comcast customer support fucking sucks and now I must wait another 2 days before I get my shit upgraded.So what are your thoughts/reactions? I'm curious to get some feedback.
The thing is when Monday come's they might not even come out there lol. I would strongly suggest you call and ask for a better package deal for all this BS & since your getting a triple play to ask for a Docsis 3.0 EMTA Modem (When they come) NOT a GATEWAY. A Telephony Modem which is called a EMTA Modem is just a Modem with a Telephone Jack on it. So you can use your own High Quality Router with it instead of Comcast crappy All in One Modem/Router which is called a Gateway (The Reason why the Gateway's sucks because the wireless in them is terrible). If you game at all then the EMTA with your own Router is the best solution as I currently have Comcast with the same setup.
06-29-2014, 03:11 PM
#5
BeaTsDominion
live life to its fullest
:madsal::laim:[/move]
06-30-2014, 12:01 PM
#7
ResistTheSun
In Flames Much?
06-30-2014, 01:10 PM
#8
Oneup
Guest
Originally posted by partypoker15
Okay I'm going to rant. a.k.a. incoming wall of text.
So let me explain the situation. I am upgrading my TV services, as well as adding internet and voice to my XFINITY services. 4 days ago, I started receiving calls that I need to do some kind of 3rd party verification, but there were issues the first few times they called (dropped calls when I went through the automated system). I finally called back and talked to a service rep. She actually told me that I had a technician coming Saturday and had no need to do this verification. So I thanked her and hung up. Yesterday I called the automated system and confirmed my appointment for Saturday at 8-10am. Today I wake up and 30 mins after 10, I called the automated system to check my appointment, to find out that it has been changed to July 8th. I became very annoyed and called a service rep. She said my appointment was rescheduled because I didn't do the 3rd party verification. At this point I explained the thing about the service rep stating I didn't need to do it. She said she would "open a ticket with my local office to have a tech call me in a few hours." Well I called back at about 3pm and said I hadn't been contacted yet. This time she said she would tag it as "high alert" and that I should hear back "soon." Well it got to be 8:00pm and I still hadn't been contacted. So, knowing that the call service would most likely be closed and opened an online chat, and strong armed them into fitting me into their schedule. Here is the transcript, and pay attention to Christine's English. Its terrible. Lol.
user me has entered room
analyst Chanchal Si has entered room
Chanchal Si: Hello me, Thank you for contacting Comcast Live Chat Support. My name is Chanchal Si. Please give me one moment to review your information.
Chanchal Si: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at You must login or register to view this content.
me: My Issue: I've contacted Comcast multiple times today regarding and I spoke to a supervisor. She opened a ticket, ticket number *********** and said I would be called "soon." This was 5 hours ago. What is the status and why have I not heard back yet?
Chanchal Si: me, I apologize for the inconvience that you had to contact us more than once for this issue. Be rest-assured that I will do everything I can to assist you in fixing this problem today.
me: I appreciate that.
Chanchal Si: Could you please provide me the issue.
Chanchal Si: Is it TV issue?
me: Over the past few days, I have been contacted by Comcast about a 3rd party verification, but I never seemed to be home when they called. So I finally called back and upon talking to a customer service agent, she informed me that "I had a tech coming and that he would do what is needed." I thanked her and hung up. The appointment was scheduled for 8-9am today and after about 9:30 I called to make sure my appointment was still set, only to find out that it had been rescheduled to July 8th with no notice to me. I called and spoke to a supervisor who said she would be opening a ticket to have the local branch call me, but after a few hours of them not calling me, I called back. This time the supervisor said she would put a "high alert" on the ticket to indicate I have not been called back yet. Here we are 5 hours later and I still haven't been called back.
Chanchal Si: Oh! I see.
Chanchal Si: I would need to transfer your chat to concerned team would that be fine?
me: That would be fine.
Chanchal Si: Please wait, while the problem is escalated to another analyst
user me has entered room
analyst Christine has entered room
Christine: It's a pleasure to have you on chat. I hope you're doing well today!
Waiting for response from Chanchal Si
analyst Chanchal Si has left room
Christine: Please give me a minute or two to review your chat with the previous analyst.
me: Okay.
Christine: Thank you.
Christine: I see here that your having issue on your technician visit which was postpone without any noticed. Is that correct?
me: Yes.
Christine: Thank you for confirming that to me, me.
Christine: First of all, I would like to personally apologize for the hassle that you have gone through just to contact us with regard to your concern.
Christine: me, can I ask you a few questions to assist you better. Would that be fine?
me: Yes.
Christine: Great!
Christine: Thank you.
Christine: For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?
me: **Cencored for obvious reasons**
Christine: Awesome!
Christine: Thank you for providing that information.
Christine: Let me go ahead and check on the details.
Christine: Please do give me a minute or 2,
Christine: Will that be fine for you?
me: Yes
Christine: Thank you so much!
Christine: While waiting, let me share a feature of Comcast. Are you aware of the customer self-help on comcast.com? Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to You must login or register to view this content.. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Christine: Thank you for patiently waiting.
Christine: As I checked here on the details, me, I am seeing here that 07/08 is the soonest technician appointment.
me: Well the thing is, I had an appointment scheduled for today, and I was expecting to get my services installed today. I had to take off of work to make sure I was here. I realize that 7/8 may be your earliest opening, but I was under the impression that comcast came with a guarantee, and no one informed me to the change to 7/8, and I expected it to be done today.
me: I realize it is late at night and I don't expect you to send anyone out tonight, but I expect you to find me an appointment before 7/8 to install my services.
Christine: Thank you for patiently waiting.
Christine: me, as checked here further I have found the soonest here on 07/03/2014 around 10AM-12Noon.
Christine: Will that be fine with you?
me: Not really. As I said before I had an appointment for today, but due to a reschedule that I didn't order, it got delayed. I also wasn't informed of this delay, and had to find out when the tech I thought was scheduled didn't show up. I don't even know why it was rescheduled.
Christine: As I checked here it was being rescheduled since the schedule for that day is already full.
Christine: me, that is the soonest technician appointment we have here on our bulletin.
Christine: Will that be fine with you?
me: I confirmed my appointment yesterday. If I was on the schedule, what bumped me filling up the schedule?
Christine: Yes, that is correct,me.
me: Still my question hasn't been answered. I know I had an appointment scheduled for today, and I confirmed that yesterday. So what changed that my appointment got bumped?
Christine: me, your technician appointment was being rescheduled since as the representative trying to successfully processed fails since the slots are all taken
Christine: me, I do apologize for the hassle that this has caused you
me: That is the issue. I know for a fact I had one of those slots. I confirmed my appointment yesterday. So its not like it was going to be scheduled for today but it didn't make it in time.
Christine: Yes, that is correct
me: I want a technician to be sent to my house to install my services tomorrow or Monday, and if you can't authorize that, I would like to be transferred to someone who can.
Christine: Let me check that here on my end
Christine: I will do all my best to checked for the appropriate schedule for you
me: Thank you.
Christine: You are most welcome.
Christine: Thank you for patiently waiting.
Christine: As I checked here on my end, I have found the most perfect schedule for you, which is on 06/30/ around 8Am -10AM.
me: That will work for me.
Christine: 196
Christine: Sorry for the typo. Please disregard that last message.
Christine: Perfect!
Christine: Let me complete that for you
Christine: Thank you for patiently waiting.
Christine: I am done completing that for you.
Christine: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
me: No thank you, that is all for today. Thanks for all the help you have been!
Christine: You don’t have to mention it. It is my pleasure to assist a valued customer like you.
TLR; Comcast customer support fucking sucks and now I must wait another 2 days before I get my shit upgraded.
So what are your thoughts/reactions? I'm curious to get some feedback.
So let me explain the situation. I am upgrading my TV services, as well as adding internet and voice to my XFINITY services. 4 days ago, I started receiving calls that I need to do some kind of 3rd party verification, but there were issues the first few times they called (dropped calls when I went through the automated system). I finally called back and talked to a service rep. She actually told me that I had a technician coming Saturday and had no need to do this verification. So I thanked her and hung up. Yesterday I called the automated system and confirmed my appointment for Saturday at 8-10am. Today I wake up and 30 mins after 10, I called the automated system to check my appointment, to find out that it has been changed to July 8th. I became very annoyed and called a service rep. She said my appointment was rescheduled because I didn't do the 3rd party verification. At this point I explained the thing about the service rep stating I didn't need to do it. She said she would "open a ticket with my local office to have a tech call me in a few hours." Well I called back at about 3pm and said I hadn't been contacted yet. This time she said she would tag it as "high alert" and that I should hear back "soon." Well it got to be 8:00pm and I still hadn't been contacted. So, knowing that the call service would most likely be closed and opened an online chat, and strong armed them into fitting me into their schedule. Here is the transcript, and pay attention to Christine's English. Its terrible. Lol.
analyst Chanchal Si has entered room
Chanchal Si: Hello me, Thank you for contacting Comcast Live Chat Support. My name is Chanchal Si. Please give me one moment to review your information.
Chanchal Si: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at You must login or register to view this content.
me: My Issue: I've contacted Comcast multiple times today regarding and I spoke to a supervisor. She opened a ticket, ticket number *********** and said I would be called "soon." This was 5 hours ago. What is the status and why have I not heard back yet?
Chanchal Si: me, I apologize for the inconvience that you had to contact us more than once for this issue. Be rest-assured that I will do everything I can to assist you in fixing this problem today.
me: I appreciate that.
Chanchal Si: Could you please provide me the issue.
Chanchal Si: Is it TV issue?
me: Over the past few days, I have been contacted by Comcast about a 3rd party verification, but I never seemed to be home when they called. So I finally called back and upon talking to a customer service agent, she informed me that "I had a tech coming and that he would do what is needed." I thanked her and hung up. The appointment was scheduled for 8-9am today and after about 9:30 I called to make sure my appointment was still set, only to find out that it had been rescheduled to July 8th with no notice to me. I called and spoke to a supervisor who said she would be opening a ticket to have the local branch call me, but after a few hours of them not calling me, I called back. This time the supervisor said she would put a "high alert" on the ticket to indicate I have not been called back yet. Here we are 5 hours later and I still haven't been called back.
Chanchal Si: Oh! I see.
Chanchal Si: I would need to transfer your chat to concerned team would that be fine?
me: That would be fine.
Chanchal Si: Please wait, while the problem is escalated to another analyst
user me has entered room
analyst Christine has entered room
Christine: It's a pleasure to have you on chat. I hope you're doing well today!
Waiting for response from Chanchal Si
analyst Chanchal Si has left room
Christine: Please give me a minute or two to review your chat with the previous analyst.
me: Okay.
Christine: Thank you.
Christine: I see here that your having issue on your technician visit which was postpone without any noticed. Is that correct?
me: Yes.
Christine: Thank you for confirming that to me, me.
Christine: First of all, I would like to personally apologize for the hassle that you have gone through just to contact us with regard to your concern.
Christine: me, can I ask you a few questions to assist you better. Would that be fine?
me: Yes.
Christine: Great!
Christine: Thank you.
Christine: For the integrity and security of the account, can you please verify the last 4 digits of the Social Security Number listed on the account?
me: **Cencored for obvious reasons**
Christine: Awesome!
Christine: Thank you for providing that information.
Christine: Let me go ahead and check on the details.
Christine: Please do give me a minute or 2,
Christine: Will that be fine for you?
me: Yes
Christine: Thank you so much!
Christine: While waiting, let me share a feature of Comcast. Are you aware of the customer self-help on comcast.com? Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to You must login or register to view this content.. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Christine: Thank you for patiently waiting.
Christine: As I checked here on the details, me, I am seeing here that 07/08 is the soonest technician appointment.
me: Well the thing is, I had an appointment scheduled for today, and I was expecting to get my services installed today. I had to take off of work to make sure I was here. I realize that 7/8 may be your earliest opening, but I was under the impression that comcast came with a guarantee, and no one informed me to the change to 7/8, and I expected it to be done today.
me: I realize it is late at night and I don't expect you to send anyone out tonight, but I expect you to find me an appointment before 7/8 to install my services.
Christine: Thank you for patiently waiting.
Christine: me, as checked here further I have found the soonest here on 07/03/2014 around 10AM-12Noon.
Christine: Will that be fine with you?
me: Not really. As I said before I had an appointment for today, but due to a reschedule that I didn't order, it got delayed. I also wasn't informed of this delay, and had to find out when the tech I thought was scheduled didn't show up. I don't even know why it was rescheduled.
Christine: As I checked here it was being rescheduled since the schedule for that day is already full.
Christine: me, that is the soonest technician appointment we have here on our bulletin.
Christine: Will that be fine with you?
me: I confirmed my appointment yesterday. If I was on the schedule, what bumped me filling up the schedule?
Christine: Yes, that is correct,me.
me: Still my question hasn't been answered. I know I had an appointment scheduled for today, and I confirmed that yesterday. So what changed that my appointment got bumped?
Christine: me, your technician appointment was being rescheduled since as the representative trying to successfully processed fails since the slots are all taken
Christine: me, I do apologize for the hassle that this has caused you
me: That is the issue. I know for a fact I had one of those slots. I confirmed my appointment yesterday. So its not like it was going to be scheduled for today but it didn't make it in time.
Christine: Yes, that is correct
me: I want a technician to be sent to my house to install my services tomorrow or Monday, and if you can't authorize that, I would like to be transferred to someone who can.
Christine: Let me check that here on my end
Christine: I will do all my best to checked for the appropriate schedule for you
me: Thank you.
Christine: You are most welcome.
Christine: Thank you for patiently waiting.
Christine: As I checked here on my end, I have found the most perfect schedule for you, which is on 06/30/ around 8Am -10AM.
me: That will work for me.
Christine: 196
Christine: Sorry for the typo. Please disregard that last message.
Christine: Perfect!
Christine: Let me complete that for you
Christine: Thank you for patiently waiting.
Christine: I am done completing that for you.
Christine: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
me: No thank you, that is all for today. Thanks for all the help you have been!
Christine: You don’t have to mention it. It is my pleasure to assist a valued customer like you.
TL
R; Comcast customer support fucking sucks and now I must wait another 2 days before I get my shit upgraded.So what are your thoughts/reactions? I'm curious to get some feedback.
Not much of a help to you but there is a reason why people call them comcrap. What's worse is if do that merger with TWC and then everyone gets fucked just a little bit harder. I have TWC and I too have to put up with stupid shit like this all the time. I feel your pain.
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