Posted: 2/26/2013 9:19:37 AM EDT
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i dont know how this company continues to operate as they seem to be filled with morons! their overseas "help line" takes the cake.
here is a copy of my latest dealing: Madonna: Hello scott, Thank you for contacting Comcast Live Chat Support. My name is Madonna. Please give me one moment to review your information. scott: My Issue: service call scheduled for today. just making sure they are coming. Madonna: I hope you're having a great day! I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern. Madonna: I understand you just want to confirm your appointment Scott. Madonna: You've reached the right person, I'll personally take care of this for you today. Madonna: Thank you for providing your account information upon initiating our chat session. Madonna: Would you mind holding for a minute or two while I pull up your account? scott: zzzzzzzzzzzzzzzzz Madonna: Thanks for waiting. Upon checking, there is no pending appointment on the account. Madonna: Can you tell me when the appointment was set up and what is it for? scott: thats BS!!!!!!!!!!!!! they are supposed to be here to bury cable scott: Alitheo: Thank you so much for patiently waiting Scott. I have scheduled the appointment on Febraury 26. scott: any time? Alitheo: They will be coming anytime within the day. scott: 0000-2400? 0800-1600? Alitheo: No worries, the schedule will be anytime within the day. Alitheo: Here is your ticket number: XR31296t987 scott: midnight to midnight? 8 am to 4 pm? 9 am to 9 pm? what are their work hours so i will be availible? Alitheo: 8AM-8PM/ scott: great. Thank you for your help! Madonna: As I see here, there is a history of the drop burry order completed or attended on Feb 21. Let me check for notes and on the ticket number you have provided above. scott: that was copied from the chat. Madonna: Okay. Thank you. Madonna: Thank you for waiting. May I ask if the unburied cable line is within your backyard? scott: i just checked and it appears to have been completed. while that is good, im not happy with the communication Madonna: I truly apologize about that Scott. I understand you want to be updated when the job was already done. scott: i took a vacation day to be here as i have dogs in the backyard. apparently they are too well fed scott: well being here when you say you will and letting me know its completed would be nice Madonna: Thanks Scott. I'm glad we were able to resolve your concern today. Madonna: Is there anything else I can assist you with? I'd be happy to assist you further. scott: you havent resolved my concern Madonna: Can you clarify on that Scott? As I see here that the Special Request order has been completed in Feb 21. Are there wires that are left unburried yet? scott: read what i typed scott: take it from the top. Madonna: May I ask on what you have just checked and see that it appears to be completed? scott: the yard. Madonna: Okay. Can you tell me what is still need to be done after the bury order on your yard has been done? Madonna: Are you having issues the cable or internet service right now? scott: yes, im having issues as this company appears to be clueless. Madonna: Okay. We will be checking on those and try to fix it remotely. We may also need to send a technician as part of the resolution. Madonna: Can you tell me more about the service issue that you are encountering? scott: never mind. you proved my point. thanks for your help. |
| Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. |
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Quoted: Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. How about that...that certainly explains a lot. They give them multiple choice replies instead of just actually chatting  That's weird...Speed |
| I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. |
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Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. Sounds like a 1970s-80s computer game. Zork, maybe. |
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Quoted: Quoted: Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. Sounds like a 1970s-80s computer game. Zork, maybe. There can be only one:  Speed |
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Quoted: Quoted: Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. Sounds like a 1970s-80s computer game. Zork, maybe. Madonna: What is the condition of your backyard? scott: It is dark. I am likely to be eaten by a grue. |
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Quoted: Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. That's the dumbest thing I've ever heard. |
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I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well. 
So it turns out that the work was already DONE before you called to complain? .... ETA: I just notice the "dogs in the backyard" part of the story. In that case I've got more sympathy for the OP - but I'm still going to laugh at him for not having checked the cable before calling. 
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I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well.
So it turns out that the work was already DONE before you called to complain? I think Scott is just a little ronrey and wants some interaction. 
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Quoted: Quoted: Quoted: I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well. So it turns out that the work was already DONE before you called to complain? I think Scott is just a little ronrey and wants some interaction. It sounds like he was pissed off that he had scheduled an appointment, took a vacation day, then waited for a coast worker to show up, only to find out that they had already been to his house and he could have saved a vacation day.  I'd be kinda pissed too... Speed |
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I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well.
So it turns out that the work was already DONE before you called to complain? I think Scott is just a little ronrey and wants some interaction.
It sounds like he was pissed off that he had scheduled an appointment, took a vacation day, then waited for a coast worker to show up, only to find out that they had already been to his house and he could have saved a vacation day.
I'd be kinda pissed too... Speed He wanted the cable buried. The cable was buried. Go enjoy the rest of the day off. Customer service across the entire country is crap. I've learned not to worry about it and just let things go. |
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Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. How about that...that certainly explains a lot. They give them multiple choice replies instead of just actually chatting That's weird...
Speed That reminds me of a movie. You went to the hospital and the triage nurse had a board with pictographic representations of various maladies. |
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Quoted: Quoted: Quoted: Quoted: Quoted: I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well. So it turns out that the work was already DONE before you called to complain? I think Scott is just a little ronrey and wants some interaction. It sounds like he was pissed off that he had scheduled an appointment, took a vacation day, then waited for a coast worker to show up, only to find out that they had already been to his house and he could have saved a vacation day. I'd be kinda pissed too... Speed He wanted the cable buried. The cable was buried. Go enjoy the rest of the day off. Customer service across the entire country is crap. I've learned not to worry about it and just let things go. This is actually pretty minor for Comcast, I agree, but it's sad that we've grown to expect such terrible communication and service from a provider here in America. IIRC, Comcast was rated the worst customer service of any US company a couple years ago  Speed |
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Quoted: Quoted: Quoted: Comcast uses one of those support chat applications. It doesn't let the support person type in anything of their own. The application analyzes your words and presents the support person with 5 choices and they make a decision on which one fits best. It is supposed to reduce the confusion, but is often conveyed as clueless or just that just don't give a shit. The support person probably does want ot help you, but isn't gien the ability to provide any useful help. How about that...that certainly explains a lot. They give them multiple choice replies instead of just actually chatting That's weird...Speed That reminds me of a movie. You went to the hospital and the triage nurse had a board with pictographic representations of various maladies. It was a documentary. |
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I'm confused. You put in a request to have the cable buried. They buried the cable. You didn't notice so you got hateful with a customer service rep for asking you if the job was complete? I'm pretty sure if you don't know what your own yard looks like that you are the clueless one. Yeah - I'm a little confused as well.
So it turns out that the work was already DONE before you called to complain? I think Scott is just a little ronrey and wants some interaction.
It sounds like he was pissed off that he had scheduled an appointment, took a vacation day, then waited for a coast worker to show up, only to find out that they had already been to his house and he could have saved a vacation day.
I'd be kinda pissed too... Speed He wanted the cable buried. The cable was buried. Go enjoy the rest of the day off. Customer service across the entire country is crap. I've learned not to worry about it and just let things go. i contacted them to verify the appointment because based on past experience with comcast they dont do what they say. when she said they had completed it on the 21st i went out and checked and found it had indeed been completed. yes i felt stupid that i hadnt noticed the cable, but you cant see it unless you were looking for it. yes i was pissed that they went in my yard without contacting me. yes i was pissed my dogs did not eat them. in their defense, they are old and about toothless like me, but still. and yes, i went out and enjoyed the rest of my day.
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I've honestly called them 7 times about the same issue, since January.
They've sent out two techs. No one finds anything wrong. The techs say it's not a hardware issue. The call center says it is a hardware issue. We replaced the box, it still didn't work. Call center continues to blame the box. 
Debating on just not paying them anymore. ETA: They gave me some discounts since they've fucked this shit up for so long, and my auto-pay payed the full amount. Cocksucker said he'd have a check mailed in the amount of the credit. Just checked my account, credits still there and looks like it may stack on this month. I just wish they'd tell me the fucking truth at this point in time. |
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I've honestly called them 7 times about the same issue, since January. They've sent out two techs. No one finds anything wrong. The techs say it's not a hardware issue. The call center says it is a hardware issue. We replaced the box, it still didn't work. Call center continues to blame the box.
Debating on just not paying them anymore. ETA: They gave me some discounts since they've fucked this shit up for so long, and my auto-pay payed the full amount. Cocksucker said he'd have a check mailed in the amount of the credit. Just checked my account, credits still there and looks like it may stack on this month. I just wish they'd tell me the fucking truth at this point in time. Oddly enough, they never seem to have any problems aboiut what to do or when to address that particular problem on their end. I've bitched about connection issues off and on since they wired us up, I've had two or three guys stand here on my patio and literally shrug and say "I dunno" after looking at things. |