Comcast Customer Service Is Officially on My Poo-Poo List

By: Loolwa Khazzoom, Founder, Dancing with Pain

November 8th, 2010 • Random RamblesPrint Print

I will let this 90 min chat transcript speak for itself. Who runs this company?

loolwa(Tue Nov 9 00:42:46 PST 2010)>

bad customer service experiences, very upset, need help transfering service

 analyst Lisette has entered room
Lisette(Tue Nov 9 00:42:55 PST 2010)>

Hello loolwa, Thank you for contacting Comcast Live Chat Support. My name is Lisette. Please give me one moment to review your information.
Lisette(Tue Nov 9 00:43:22 PST 2010)>

Glad to have you in chat, loolwa
loolwa(Mon Nov 8 21:46:54 PST 2010)>

i called on saturday morning to say i needed to postpone getting my service transfered. my phone was disconnected, so i had to call on my cell. i was on hold THIRTY MINUTES, with no resolution. i could not wait any longer. i have a medical condition that makes it literally painful to talk on a cell phone. the next day, my issue still wasn’t resolved. again i called on the cell, again i was on hold for a long time. i tried telling the agent that i could not stay on the phone that long, but he didn’t even listn, just put me back on hold twice. then i called this morning to say that i would not be at the new place until tonight, and so i could not make the installation appointment. the agent showed up anyhow — as evidenced by the note on my door. early this evening, i called to request service tomorrow between 10-12, which is the only time i can make. i was told that was impossible. i asked to speak with a supervisor. i was put on hold, then transfered to a numbe that just rang and rang and rang. meanwhile, in all these situations, my ear was in pain becuase of the long hold times. I am really upset and may switch to AT&T because of this lousy customer service. In addition to this, i also was told in my previous location, that the rep could not activate the phone jacks except in ONE place, right at the entry point of the cable. so whenever i needed to fax something from my office (upstairs), i had to take the entire printer (large, heavy) downstairs, plug it into the phone jack, then go back upstairs.
loolwa(Mon Nov 8 21:47:31 PST 2010)>

i think the least your company can do is accommodate my need to have a rep come tomorrow between 10-12 to install my phone. right now i’m at an internet cafe becuase i have no phone service and cannot talk on teh cell, i mean be put on hold on the cell, any longer.
Lisette(Tue Nov 9 00:50:01 PST 2010)>

Loolwa, I really do apologize for the inconvenience that has caused you.
loolwa(Mon Nov 8 21:50:06 PST 2010)>

ok
Lisette(Tue Nov 9 00:50:15 PST 2010)>

Loolwa, may I have the Comcast account number please to check this for you.
loolwa(Mon Nov 8 21:50:19 PST 2010)>

[phone number]
loolwa(Mon Nov 8 21:50:28 PST 2010)>

oh account number?
loolwa(Mon Nov 8 21:50:30 PST 2010)>

i don’t have it.
loolwa(Mon Nov 8 21:50:32 PST 2010)>

i’m at an internet cafe
Lisette(Tue Nov 9 00:51:05 PST 2010)>

It’s alright, Loolwa, thank you for the information.
loolwa(Mon Nov 8 21:51:01 PST 2010)>

ok
Lisette(Tue Nov 9 00:51:43 PST 2010)>

Loolwa, may I asked when are you going to transfer your service, and may I have the new address please.
loolwa(Mon Nov 8 21:52:10 PST 2010)>

btw i forgot to mention — i had initially asked for my phone service to be transfered on sat afternoon, the guy was supposed to come at 2 pm. but my phone was already cut off several hours earlier. my internet worked until this morning, it was off by 5:30 am, when i woke up. just watned to clarify.
loolwa(Mon Nov 8 21:52:15 PST 2010)>

i am ready to transfer service now.
loolwa(Mon Nov 8 21:52:18 PST 2010)>

i just moved today
loolwa(Mon Nov 8 21:52:32 PST 2010)>

[new address]
Lisette(Tue Nov 9 00:54:23 PST 2010)>

Loolwa, I do apologize for the inconvenience that has caused you with regards to this I will transfer you to our sales Department to transfer the service to your new address.
loolwa(Mon Nov 8 21:54:38 PST 2010)>

can you please not transfer me but arrange for the service call tomrorow
loolwa(Mon Nov 8 21:54:44 PST 2010)>

i need it between 10 am – 12 pm
loolwa(Mon Nov 8 21:55:01 PST 2010)>

i think i’ve spent enough time waiting for people in the cust service dept, no?
Lisette(Tue Nov 9 00:55:12 PST 2010)>

Loolwa, before I transfer you to our Sales Department may I have a reliable number to contact you.
loolwa(Mon Nov 8 21:55:19 PST 2010)>

i don’t have a number to contact me. that’s why i’m here.
Lisette(Tue Nov 9 00:56:07 PST 2010)>

Loolwa, this will be a chat support under our sales department. I really do apologize I am unable to process this since I handle technical support for internet service.
loolwa(Mon Nov 8 21:56:04 PST 2010)>

and i’d really like to go home, but i’m waiting here on this chat so i resolve my phone problem
loolwa(Mon Nov 8 21:56:27 PST 2010)>

can you please just put in a call to a supervisor there.
Lisette(Tue Nov 9 00:57:11 PST 2010)>

Loolwa, I understand, as I see here in the account the service is schedule for the disconnection of your service today.
Lisette(Tue Nov 9 00:57:28 PST 2010)>

And in order to process your request it is our sales department will process this for you.
loolwa(Mon Nov 8 21:58:04 PST 2010)>

they have 15 min to resolve it. then i’m switching to At&t. This is really not acceptable customer service i have experienced with comcast. a waste of my time and inconsiderate.
Lisette(Tue Nov 9 00:58:50 PST 2010)>

Loolwa, may I transfer you to our Sales department to have this process immediately.
loolwa(Mon Nov 8 21:58:56 PST 2010)>

fine
Lisette(Tue Nov 9 00:59:26 PST 2010)>

Loolwa, please give me 1 minute to transfer you properly.
Lisette(Tue Nov 9 00:59:59 PST 2010)>

Please wait, while the problem is escalated to another analyst

analyst Kevin has entered room

analyst Lisette has left room
Kevin (Tue Nov 9 01:00:15 PST 2010)>

Welcome to Comcast! A fantastic day to you!
Kevin (Tue Nov 9 01:01:36 PST 2010)>

Loolwa, how are you today?
loolwa(Mon Nov 8 22:01:34 PST 2010)>

, please read the convo
loolwa(Mon Nov 8 22:01:43 PST 2010)>

i want this issue resolved by 10:15 pm
Kevin (Tue Nov 9 01:02:59 PST 2010)>

Yes, I understand.
Kevin (Tue Nov 9 01:03:17 PST 2010)>

It looks here that you want to transfer your current services, am I correct?
loolwa(Mon Nov 8 22:03:22 PST 2010)>

i want the rep to come tomorrow between 10 am – 12 pm.
loolwa(Mon Nov 8 22:03:43 PST 2010)>

given the poor customer service i have had to date, i think that’s the least comcast can do to compensate me for my trouble
Kevin (Tue Nov 9 01:06:22 PST 2010)>

As much as I want to help, to transfer your services I will transfer your to our Movers Edge Department.
loolwa(Mon Nov 8 22:06:25 PST 2010)>

you are KIDDING me
Kevin (Tue Nov 9 01:08:32 PST 2010)>

Im happy to tell you that I can make a new account for you, for your new address and you will be eligible for the new promotions that we have, will that be okay with you?
loolwa(Mon Nov 8 22:08:53 PST 2010)>

all i want to hear right now is that you will have a rep at my door between 10 am – 12 pm tomorrow
loolwa(Mon Nov 8 22:08:59 PST 2010)>

and i want this resolved in the next 7 minutes
loolwa(Mon Nov 8 22:09:10 PST 2010)>

i have other service providers to choose from
loolwa(Mon Nov 8 22:10:00 PST 2010)>

i also have a blog, and i don’t mind writing about the crappy customer service i received to date with comcast
Kevin (Tue Nov 9 01:10:28 PST 2010)>

As much as I want to help you, like I said, I will be transferring you to our Movers Edge Department to transfer your services to your new address.
loolwa(Mon Nov 8 22:10:34 PST 2010)>

ok they have 5 minutes
Kevin (Tue Nov 9 01:11:06 PST 2010)>

Yes, I understand your concern.
loolwa(Mon Nov 8 22:11:22 PST 2010)>

i don’t have a concern. i have a clock running out of time for comcast. at&t is waiting in FOUR minutes
Kevin (Tue Nov 9 01:11:50 PST 2010)>

Please stay on the line while I will be transferring you to our Movers Edge department for your transfer of service.

analyst Roselle has entered room
Kevin (Tue Nov 9 01:12:17 PST 2010)>

Please wait, while the problem is escalated to another analyst
loolwa(Mon Nov 8 22:12:18 PST 2010)>

3 minutes
Roselle(Tue Nov 9 01:12:30 PST 2010)>

Welcome to Comcast Movers Edge!  You may call me Roselle.  It is so nice to have you on chat.  I will be the one in charge to process your transfer request.  How are you doing today?

analyst Kevin  has left room
loolwa(Mon Nov 8 22:12:51 PST 2010)>

i want someone at my door between 10 am – 12 pm tomorrow morning to switch service. i have had it with this poor customer service. i want this resolved NOW.
Roselle(Tue Nov 9 01:13:37 PST 2010)>

Good day to you!  You have reached the Movers Edge Department.  I am glad to have you on chat today. Just to confirm, would you be transferring to a new home and would want to bring your Comcast services with you?
loolwa(Mon Nov 8 22:14:12 PST 2010)>

i just spent about 20 minutes writing out the whole saga. i also just said i want my service transfered. you have one minute to resolve this issue. or i’m leaving comcast
Roselle(Tue Nov 9 01:15:21 PST 2010)>

I am sorry to hear that, Loolwa. I certainly understand how you feel. However,  I will need to make sure that everything works perfectly for your transfer.
Roselle(Tue Nov 9 01:15:42 PST 2010)>

Please give me a few minutes while I review the conversation you had with the previous agent.
Roselle(Tue Nov 9 01:19:08 PST 2010)>

Thank you so much for waiting, Loolwa. I see here that you would be transferring your services to this address [new address] tomorrow between 10AM and 12PM.
Roselle(Tue Nov 9 01:19:34 PST 2010)>

I will be glad to assist you with your request. Please give me one moment while I pull up your account and the new address in our system.
Roselle(Tue Nov 9 01:20:08 PST 2010)>

For your account security, please verify your first and last name, as well as, the last four digits of your social security number.
loolwa(Mon Nov 8 22:20:12 PST 2010)>

loolwa khazzoom
loolwa(Mon Nov 8 22:20:14 PST 2010)>

is this secure
Roselle(Tue Nov 9 01:20:55 PST 2010)>

I understand your hesitation with giving out information online. I used to feel that way, as well. However, let me reassure you that COMCAST is all about protecting customer’s confidentiality and whatever information that you provide will remain between us.
loolwa(Mon Nov 8 22:21:00 PST 2010)>

is this a secure site
loolwa(Mon Nov 8 22:21:53 PST 2010)>

never mind i see the lock symbol
loolwa(Mon Nov 8 22:21:57 PST 2010)>

[last four of social]
Roselle(Tue Nov 9 01:22:07 PST 2010)>

Yes, Loolwa.
Roselle(Tue Nov 9 01:22:36 PST 2010)>

Thank you so much for that information, Loolwa.
Roselle(Tue Nov 9 01:26:11 PST 2010)>

I apologize for the delay, Loolwa. I am currently checking the status of your account.
Roselle(Tue Nov 9 01:27:26 PST 2010)>

I can see here that Transfer of Service Request has been processed. And your current account in [old address] was disconnected on November 6.
Roselle(Tue Nov 9 01:30:55 PST 2010)>

Thank you so much for waiting.
Roselle(Tue Nov 9 01:31:06 PST 2010)>

Loolwa, I was able to check the new address in our system.
Roselle(Tue Nov 9 01:31:24 PST 2010)>

And I can see here that there is a pending installation work order in your account on November 8 between 10AM and 12PM.
Roselle(Tue Nov 9 01:32:03 PST 2010)>

Our technician will be calling you 15 minutes prior to installation appointment.
Roselle(Tue Nov 9 01:32:17 PST 2010)>

Is this the best number to call you: [cell #]?
loolwa(Mon Nov 8 22:32:24 PST 2010)>

OMG you are kidding me. This is OUTRAGEOUS. I WANT A SUPERVISOR NOW!!!!!!!!!
loolwa(Mon Nov 8 22:32:52 PST 2010)>

You do realize that Nov 8 was THIS MORNING and that I addressed this botch in the narrative I took the time to write in this chat
loolwa(Mon Nov 8 22:33:12 PST 2010)>

I am NOW posting the entire transcript of this chat onto my blog so that people around the country can see what crap customer service people will get if they sign onto comcast
loolwa(Mon Nov 8 22:33:47 PST 2010)>

you will find my post there shortly
loolwa(Mon Nov 8 22:33:55 PST 2010)>

i have had it
loolwa(Mon Nov 8 22:34:01 PST 2010)>

it’s been an HOUR on this chat
loolwa(Mon Nov 8 22:34:04 PST 2010)>

more wasted time
Roselle(Tue Nov 9 01:34:10 PST 2010)>

I apologize for the inconvenience, Loolwa.
loolwa(Mon Nov 8 22:34:19 PST 2010)>

not inconvenience. poor customer service. with no resolution. just spinning around wasting more and more of my time.
Roselle(Tue Nov 9 01:34:37 PST 2010)>

Here is what I can do, I will have it rescheduled for you.
loolwa(Mon Nov 8 22:34:39 PST 2010)>

i thought you were going to solve this, so i gave extra time. but it’s now been 20 MORE minutes since i said that i would switch to at&t
loolwa(Mon Nov 8 22:34:53 PST 2010)>

i’m listening
loolwa(Mon Nov 8 22:35:36 PST 2010)>

waiting
Roselle(Tue Nov 9 01:36:32 PST 2010)>

I am checking for the notes here why the services have not yet been connected, Loolwa.
loolwa(Mon Nov 8 22:37:08 PST 2010)>

I already wrote about it above.
Roselle(Tue Nov 9 01:38:59 PST 2010)>

I understand, Loolwa. I apologize for the delay. I just want to make sure that everything works properly here. Thank you for your patience.
loolwa(Mon Nov 8 22:39:05 PST 2010)>

I don’t have any patience left
loolwa(Mon Nov 8 22:39:14 PST 2010)>

just want the apointment window from 10 am – 12 pm
loolwa(Mon Nov 8 22:39:19 PST 2010)>

as i have said about six times now
loolwa(Mon Nov 8 22:41:15 PST 2010)>

ok seriously, when is this going to be over.
loolwa(Mon Nov 8 22:41:20 PST 2010)>

my groceries are melting
loolwa(Mon Nov 8 22:41:25 PST 2010)>

or already have
Roselle(Tue Nov 9 01:41:35 PST 2010)>

I am checking for the earliest date and time available in our system, Loolwa.
loolwa(Mon Nov 8 22:41:35 PST 2010)>

you are kidding me
loolwa(Mon Nov 8 22:41:39 PST 2010)>

ok up it goes
loolwa(Mon Nov 8 22:41:40 PST 2010)>

hold on
Roselle(Tue Nov 9 01:42:19 PST 2010)>

However, I apologize but we no longer have installation appointment on November 9th. What we have here for you will be next day, and that will be on November 10th between 10AM and 12PM.
loolwa(Mon Nov 8 22:42:19 PST 2010)>

i want a manager
loolwa(Mon Nov 8 22:42:25 PST 2010)>

and i’ll send you the link to the blog post in a bit
loolwa(Mon Nov 8 22:42:27 PST 2010)>

what a WASTE OF TIME
loolwa(Mon Nov 8 22:44:00 PST 2010)>

almost live, hold on a sec
loolwa(Mon Nov 8 22:44:03 PST 2010)>

will send the URL

Roselle(Tue Nov 9 01:44:47 PST 2010)>

I really do apologize for that, Loolwa.
loolwa(Mon Nov 8 22:45:00 PST 2010)>

no this is great. awesome PR on how horrible your customer service is.
loolwa(Mon Nov 8 22:45:07 PST 2010)>

why hasn’t the supervisor stepped in yet?
loolwa(Mon Nov 8 22:45:19 PST 2010)>

there’s always time to add this part about how long it takes to get a supervisor
Roselle(Tue Nov 9 01:47:00 PST 2010)>

Please give me one moment while I turn this over to our supervisor.
loolwa(Mon Nov 8 22:47:14 PST 2010)>

ok i’m editing out my personal info, the blog post will be live in a bit . happy reading!
Roselle(Tue Nov 9 01:47:56 PST 2010)>

Please hold on while I transfer you to our supervisor, Loolwa.
Roselle(Tue Nov 9 01:48:26 PST 2010)>

Please wait, while the problem is escalated to another analyst

analyst Roselle has left room

analyst Marry has entered room
Marry(Tue Nov 9 01:49:29 PST 2010)>

Hi, Loolwa.
Marry(Tue Nov 9 01:50:04 PST 2010)>

Please let me review your interaction with Roselle for 2-3 minutes.
Marry(Tue Nov 9 01:52:23 PST 2010)>

Thank you for waiting, Loolwa.
loolwa(Mon Nov 8 22:52:51 PST 2010)>

no problem. i’m on a mission now. busy blogging.
Marry(Tue Nov 9 01:52:57 PST 2010)>

I have reviewed your concerns. I do really apologize for the inconvenience.
loolwa(Mon Nov 8 22:53:10 PST 2010)>

yeah heard that before, and gee, 90 min later, still no resolution in site.
Marry(Tue Nov 9 01:53:22 PST 2010)>

I understand that you would like to have your services installed on the soonest date available.
Marry(Tue Nov 9 01:53:25 PST 2010)>

Did I get it right?
loolwa(Mon Nov 8 22:53:21 PST 2010)>

NO
loolwa(Mon Nov 8 22:53:22 PST 2010)>

tomorrow
loolwa(Mon Nov 8 22:53:24 PST 2010)>

i need to leave now
loolwa(Mon Nov 8 22:53:27 PST 2010)>

the cafe is closing
loolwa(Mon Nov 8 22:53:28 PST 2010)>

tomorrow
loolwa(Mon Nov 8 22:53:31 PST 2010)>

10 am – 12 pm
Marry(Tue Nov 9 01:53:43 PST 2010)>

Okay.
Marry(Tue Nov 9 01:53:54 PST 2010)>

Loolwa, this is the situation.
Marry(Tue Nov 9 01:54:20 PST 2010)>

I do see here that there is an open installation order in your account at [address]
loolwa(Mon Nov 8 22:54:26 PST 2010)>

now this is just comedy



Comments

chris pitts December 22nd, 2010

i can relate to the above !  i was supposed to have someone come & they didn’t arrive until the next day.  they guy skrewed up my phone wires so bad that when i needed to change my wireless phone to get charged, i couldn’t get my land line phone hooked up.  now, i am going to have to go thru having them get here so i can get my phone system hooked up so i can use it like i did.  how long will i get some service so i can get a phone again?  i live alone & i’m a senior citizen & this is totally unacceptable.  i want to talk to the ceo!  i can’t believe this.  comcast just doesn’t care & we pay so much money to them.  why???  we should all quit service with them & then see what happens!

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