Since January our little home has been hobbled by the slowest internet connection since dial up. In the ensuring months we have been visited by 5 Comcast technicians who trundled around our house, blaming everything from a modem to a hungry squirrel. Yesterdays technician could not find a single thing wrong, although he did not look, so there's that. Instead he blamed it on some super secret issue located "off-site".
With Comcast you can pay for all sorts of services, from super slow to "blast" which is supposed to be incredibly fast. We pay for Blast and never receive anything near what they promise.
So, Comcast offers an online chat that allows customers to discuss issues with qualified and technically advanced "specialists" often located in a far off call center in a poor undeveloped country.
I did another series of Speed Tests this morning to see if my speed had improved. I found that, like the speeds over the past 6 months, I still had slow speeds that only compete with people who either have no internet or some sort of "scream out your window to communicate with others" sort of speeds.
Here is how this mornings chat played out.
Matt: My Issue: Had a technician over yesterday to repair incredible slow "blast" service. He said it was in the line somewhere else, not my house. I just did a series of speed checks and I remain about a tenth of what it should be. 5 months and waiting for BLAST!
analyst Arnold has entered room
Arnold: Hello Matt, Thank you for contacting Comcast Live Chat Support. My name is Arnold. Please give me one moment to review your information.
Matt: OK
Arnold: 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.
Matt: LOL
Arnold: I am sorry to hear that you are experiencing slow internet connection, Matt. I know how important for us to enjoy the service that we are paying for.
Arnold: Let's take a few minute to pinpoint where the problem is and work to get this fixed as soon as possible for you.
Arnold: Would you mind to give me 2 minutes as I pull up your account information?
Matt: Five months and waiting Arnold. Five visits from Comcast experts, including yet another yesterday.
Matt: Oh, sure, review away.
Arnold: Sending a technician would be our last option here in chat. However, since there was one set up yesterday, let us further review the possible cause of this issue for you.
Arnold: I have your account open in our system.
Matt: Oh boy...
Arnold: I see it here that you're using a Wireless Gateway Modem.
Matt: Wireless Comcast modem
Arnold: Yes/
Arnold: Did I say something to offend you?
Matt: Comcast always offers the same chat, will check, run some sort of test, decide that I indeed have slow service and offer no plan to repair it. It's been 5 months Arnold, you don't offend me, your corporation lies and never repairs. Why do I pay for "blast" when my speeds are slower than dial up?
Arnold: I understand how frustrating this might be, I apologize for the inconvenience and I am not just saying it. Rest assured I will do everything within my means to address your concern today the best possible way that I can.
Arnold: I don't see anything on your account that would be causing this issue and there are no known service maintenance in your area. We will need to perform a few troubleshooting steps to further investigate the problem. I hope you have time to troubleshoot with me. But then again, please let me set proper expectation that sending our technician would still be our last option here in chat .
Matt: Where are you located Arnold?
Arnold: We are situated offshore, Matt.
Arnold: Would you mind if we will troubleshoot your connection first to check if this improves your connection?
Matt: You can, but it has been done dozens of times. The technician said yesterday the problem was in a "nood" that would be repaired, someday. What I would appreciate is if Comcast refunded me all the "blast" charges I have paid, since this service appears to be non-existant.
Arnold: No problem. Let us attempt to resolve this here in chat. I will make sure that the modem is activated and provisioned properly. I will also send correctional signals to the modem.
Arnold: Let me begin processing it now. We might get disconnected for 2 minutes but no worries I will be back then.
Arnold: Alright?
Matt: No
Matt: The last time a Comcast chatter from some foreign land wanted to send anything remote to my modem, it knocked it out completely for hours.
Matt: Please send a notice to Comcast that this customer would appreciate it if they actually did what they promised.
Arnold: Oh, okay. No problem. I will not complete the process as requested.
Arnold: This chat is evaluated by Quality Officer and we would surely take note of this for you.
Matt: How about complete the job started in January? Repairing your service so I get what I have been paying for during the last 6 months?
Arnold: Sir, I can understand your frustration, and believe me you have every right to be upset. I promise I’ll do everything within my power to help you out.
Arnold: What I can do to further elevate this issue that is ongoing for months already is to submit a Ticket to our Escalations Team.
Matt: What sort of power will you be utilizing to help me out?
Arnold: Our Tier 2 partners will investigate the account, coordinate with our local office to completely identify and correct the problem for you.
Matt: Please submit this ticket, I am sure the Escalations Team should be familiar with this on-going issue.
Matt: Just so you know Arnold I have had two tier two technicians visit me in the last 2 weeks.
Arnold: I checked the account and indeed multiple and chronic issue has been reported.
Arnold: Yes, it would be impractical for the 2 of us to set up an appointment for now.
Matt: Yay!
Matt: Please do what you can
Arnold: It is something that needs to be dealt with right away. I am escalating this for you. Please provide me with a good contact number and time of day to get in touch with you.
Arnold: Did you receive my last message?
Matt: I logged in with my phone number. It's in my account. It should be right in front of you Arnold.
Arnold: Oh, I am asking for your preferred and reliable call back number only, not the account number.
Arnold: Also, may I please have your email address , Matt?
Matt: The number you already have will suffice.
Matt: All numbers and contact information are in my account Arnold.
Arnold: Oh, alright. Thanks for letting me know.
Matt: Good day sir
Arnold: I am sorry, but
Arnold: can you please provide me your reliable contact number and email address before we part ways?
Matt: I said Good Day Sir.
Arnold: I am making a full details of the problem to make sure this would be a valid ticket to be prioritized by our Escalations Team. Would you mind if I ask for the needed information to fill out and complete the report for you?
Matt: You have all my information already, Arnold. It is both in my file, which I am sure you have access to and you also got it all when I logged into your chat system.
Matt: Good Day sir.
Arnold: No problem.This has been escalated to our support team who will further investigate this for a resolution. They need to contact you for further information and update on the number listed on the account.
Arnold: Thanks for bringing this out to our attention and rest assured that this will be ironed out by our partners in Escalations Team.
Matt: I said Good Day Sir.
Arnold: Will there be anything else you need assistance or anything you want to clarify with the process?
Arnold: 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/Customer
Matt: Good Day
Arnold: Thank you for choosing Comcast as your service provider, Comcast appreciates your business and values you as a customer. We listen to our customers and want to hear about your experience chatting with us. I hope that you will take the survey that follows after our interaction. If you need assistance in the future, please do not hesitate to contact us through Live Chat (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us at 1-800-XFINITY (1-800-9346429). Have a good one, Matt!
Matt: You have a good one too Arnold.
Arnold: Good bye for now. Take care!
The analyst has left and your issue has been closed.
Arnold: Analyst has closed chat and left the room
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