For about 5 months I have had slow or terrible internet connectivity with Comcast. Just yesterday a slow technician stopped by to repair the problem once and for all.
Since he left our service has only gotten slower, as if that were possible. Calling Comcast is a dangerous and often times insulting possibility. So I used the online “chat” option to see if I could get resolution. Here is that conversation:
“analyst Lester has entered room
Lester: Hello Matt, Thank you for contacting Comcast Live Chat Support. My name is Lester. Please give me one moment to review your information.
Matt: My Issue: After months of slow internet, a Comcast worker stopped by yesterday and replaced the modem. Speed is worse. Even sending this is slow.
Lester: A pleasure to have you on chat today, Matt.
Lester: I understand that you’re having issues with your internet service. I appreciate the opportunity to assist you with your concern today.
Matt: thanks. any help would be this side of amazing.
Lester: To begin with, for security purposes, can you please provide your account number or the last 4 digits of your socials.
Matt: ****
Matt: hello?
Lester: Thank you. I have run some tests here on your account, and I can see that you are receiving weak signals.
Matt: I know I am. Less than 18 hours after a Comcast visit.
Matt: After months of slow service.
Lester: I can see here that you have had a previous ticket regarding this same issue. As this is a repeat issue, and from the history of your connection, I will be creating a request to have this issue escalated and to have a tech come over to determine and resolve this issue for you.
Matt: A “Tech” was here yesterday
Matt: And in February
Matt: This is getting to be kind of silly.
Matt: I have been paying for high speed and we never have high speed.
Lester: Yes, and as the issue has not been resolved, we will need to have a follow up to determine the cause of this issue.
Lester: Its possible the that problem is with your outside or in-house connections, we will be having our tier 2 tech check the connection from our local office to your location.
Lester: Please allow me a few minutes to complete the process.
Matt: I waited a week for the last technician to come, pretend to repair, replace the modem and it is even worse.
Matt: I am not a Comcast technician, I would have no clue where the problem is. I’m pretty sure that is a Comcast issue. But you keep sending technicians who have done nothing but slow down my internet speed.
Lester: I understand, which is why we would be escalating this issue to our tier 2 tech team.
Matt: Oh, what is a tier 2 tech team? And why have you sent me Tier whatever techs to resolve an issue that is now 5 months old?
Matt: How long does the 2 tech team take to respond?
Lester: Our tier 2 team would be able to run comprehensive tests on our lines from the local server connection upto your home connection. From what I can see here, we have not heard back from you after the contact and appointment on February, so the issue has been tagged as resolved and closed.
Matt: Not the case at all. We have always had inconsistent speeds, always had drop in service and always had trouble connecting. Many times we have called, but even patient people can only wait on the phone as your service techs must be incredibly busy…
Lester: Our tier 2 team should be able to come out within the next 24-48 hours. Please allow me a few minutes to complete the process.
Lester: I understand, and once again, we truly apologize for the inconveniece. Rest assured that we will be doing our best to resolve this issue for you once and for all, as soon as possible.
Matt: OK.
Lester: Thank you for patiently waiting Matt. I have now submitted the escalation request to our tier 2 team, and they should be doing the tests for your service on 05/23, and they will be coming over to your house to do further testing within 1230-230pm, will this schedule work with you?
Matt: No that will not work, morning works.
Lester: I see. That would be the soonest time that we can have our tier 2 team come over for that day, the next morning slot available would be on 05/24, will that be alright?
Matt: Sure, the 24th works. Of course it’s a little insane that comcast sent a technician here yesterday, after having me wait a week for that, and now, a day later, I still have crappy service and you want to send another tech to figure out what yesterdays technician was unable to resolve. Does this make any sense to you?
Lester: I understand. It does happen at times that the first technician has apparently resolved the issue, only for the issue to recur a few hours after the appointment.
Lester: This usually happens when the issue is connection-related, as it is now, as the connection tests can show fluctuations during the testing itself, which may lead the tech to see that the issue has been resolved. This is precisely the reason why we have our tier 2 escalation team, for us to be able to resolve issues that we have been unable to resolve the frist time around.
Matt: Of course.
Lester: Once again, we truly apologize for the inconvenience Matt. Rest assured that we should be able to resolve your issue once and for all.
Matt: It just seems, after months of poor service, this tier two team would have already been working to resolve this issue.
Matt: When will this tier two team be here on Friday?
Lester: They should be there around 8-10am.
Matt: Perfect.
Lester: Your reference number for this escalation ticket is: ************
Lester: It has been a pleasure assisting you with your concern today Matt. Will there be anything else that I can assist you with?
Matt: Yes, last week, the technician agreed that I should receive a refund of some sort for this terrible service, and she said the billing department would handle that and forwarded my call to the billing people. When talking with the billing department, they said the only people who could discount/refund/credit my account was the technicians…and of course, I was forwarded back to the technicians, only to have my call dropped. I called back, spoke with the technician people who told me, shockingly, the billing department would be responsible for any sort of credit. Imagine my surprise to be forwarded back and forth. So, yes, Lester, please go ahead and credit my account for 5 months of terrible internet connections please.
Lester: Yes, I was actually able to see notations of your previous contacts regarding the credit request. I can see here that a credit request has already been submitted to our Internal Billing team, I will be submitting a follow up request to have one of our local agents check the status of your credit request. Can we reliably contact you at *********** for more information and/or updates regarding this request?
Lester: Are you still there?
Matt: Yes, that would be swell.
Matt: Of course, no one at Comcast had told me anything about this request.
Lester: Thank you. You can expect a call from one of local representatives within the next 24-48 hours to provide you updates regarding this credit request.
Matt: Thanks!
Matt: Good day to you sir.
Lester: You are most welcome.
Lester: If you need future assistance, we are available 24 hours a days and 7 days a week. Thank you for choosing Comcast for your entertainment needs. We appreciate your business and value you as a customer! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee . You may now click the “Exit Chat” or the X button to properly close the chat.
Matt: Well, I must copy this chat, because I love posting my Comcast chats on my blog, because people seem to love reading these amazing chats.
Matt: Thank you again for your help.
Lester: Our tier 2 team should be able to come out within the next 24-48 hours. Please allow me a few minutes to complete the process.
Matt: I said, Good Day To You Sir.
The analyst has left and your issue has been closed.
Lester: Analyst has closed chat and left the room
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