- Nov 29, 2006
- 17,461
- 82
- 86
It's a long read, and a bit silly (I was bored so I decided to troll the rep), but join me in my cause!!!
Signed up for Comcast Xfinity 3 months ago for $19.99.
Bills say "SERVICE for $24.99"
Argued with reps, for the lulz.
Want mah $5 so I can has cheezbrgr.
Cliffs for the lazy:user SSSnail has entered room
SSSnail(Mon Jun 14 2010 22:11:39 GMT-0700 (Pacific Daylight Time))>
Ask Comcast Escalation
analyst Rosemarie has entered room
Rosemarie(Mon Jun 14 2010 22:12:18 GMT-0700 (Pacific Daylight Time))>
Hello SSSnail, Thank you for contacting Comcast Live Chat Support. My name is Rosemarie. Please give me one moment to review your information.
Rosemarie(Mon Jun 14 2010 22:12:22 GMT-0700 (Pacific Daylight Time))>
I will be glad to assist you today.
Rosemarie(Mon Jun 14 2010 22:12:22 GMT-0700 (Pacific Daylight Time))>
May I have the details of your concern please.
SSSnail(Mon Jun 14 2010 19:12:52 GMT-0700 (Pacific Daylight Time))>
Hi, I was looking at my bill and I think I'm being charge $5 more dollars than what I signed up for
SSSnail(Mon Jun 14 2010 19:13:15 GMT-0700 (Pacific Daylight Time))>
Originally I signed up for the $19.99 for 6 months promotional program that you have advertised
Rosemarie(Mon Jun 14 2010 22:13:18 GMT-0700 (Pacific Daylight Time))>
Hi SSSnail
Rosemarie(Mon Jun 14 2010 22:13:19 GMT-0700 (Pacific Daylight Time))>
I see here that you have a concern with your bill,I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat.
Rosemarie(Mon Jun 14 2010 22:13:19 GMT-0700 (Pacific Daylight Time))>
Let me go ahead and help you with that.
Rosemarie(Mon Jun 14 2010 22:13:20 GMT-0700 (Pacific Daylight Time))>
To ensure the integrity of your account information. Can I please have the Full Account Name and the 16 digit account number?
SSSnail(Mon Jun 14 2010 19:13:30 GMT-0700 (Pacific Daylight Time))>
looking at my bills they're $24.99
Rosemarie(Mon Jun 14 2010 22:14:38 GMT-0700 (Pacific Daylight Time))>
Thank you
Rosemarie(Mon Jun 14 2010 22:14:39 GMT-0700 (Pacific Daylight Time))>
One moment please.
Rosemarie(Mon Jun 14 2010 22:16:31 GMT-0700 (Pacific Daylight Time))>
While I am still checking on this, please allow me to share a feature. We have an ON DEMAND service for you. With ON DEMAND, you don’t have to call to order your favorite channel or program. It’s just few clicks away from your remote and you are good to go.
SSSnail(Mon Jun 14 2010 19:16:54 GMT-0700 (Pacific Daylight Time))>
That's great and all, but I don't have cable
Rosemarie(Mon Jun 14 2010 22:17:38 GMT-0700 (Pacific Daylight Time))>
One moment please.
Rosemarie(Mon Jun 14 2010 22:17:45 GMT-0700 (Pacific Daylight Time))>
Thank you for waiting.
Rosemarie(Mon Jun 14 2010 22:17:52 GMT-0700 (Pacific Daylight Time))>
I see that you have cable with the discounted price
Rosemarie(Mon Jun 14 2010 22:18:02 GMT-0700 (Pacific Daylight Time))>
the 19.99 offer to you does not include the modem yet
SSSnail(Mon Jun 14 2010 19:18:17 GMT-0700 (Pacific Daylight Time))>
huh?
SSSnail(Mon Jun 14 2010 19:18:43 GMT-0700 (Pacific Daylight Time))>
so how am I to receive service? Plug the cables into my ears?
Rosemarie(Mon Jun 14 2010 22:18:57 GMT-0700 (Pacific Daylight Time))>
what do you mean
SSSnail(Mon Jun 14 2010 19:19:14 GMT-0700 (Pacific Daylight Time))>
You said the 19.99 does not include modem
SSSnail(Mon Jun 14 2010 19:19:24 GMT-0700 (Pacific Daylight Time))>
I said how am I to receive service?
SSSnail(Mon Jun 14 2010 19:19:29 GMT-0700 (Pacific Daylight Time))>
plug the cables into my ears?
Rosemarie(Mon Jun 14 2010 22:19:35 GMT-0700 (Pacific Daylight Time))>
for the cable service?
Rosemarie(Mon Jun 14 2010 22:19:46 GMT-0700 (Pacific Daylight Time))>
we can help you set up one
Rosemarie(Mon Jun 14 2010 22:19:53 GMT-0700 (Pacific Daylight Time))>
I am still referring to your billing issue
Rosemarie(Mon Jun 14 2010 22:19:56 GMT-0700 (Pacific Daylight Time))>
once we have this resolved
Rosemarie(Mon Jun 14 2010 22:20:04 GMT-0700 (Pacific Daylight Time))>
I can escalate the caht to our sales representative
SSSnail(Mon Jun 14 2010 19:20:07 GMT-0700 (Pacific Daylight Time))>
it's a sarcastic expression of the way you guys are charging me an extra $5 for the advertised price
Rosemarie(Mon Jun 14 2010 22:20:07 GMT-0700 (Pacific Daylight Time))>
so this can be resolved
SSSnail(Mon Jun 14 2010 19:20:32 GMT-0700 (Pacific Daylight Time))>
that's like a gas station advertised $3/gallon for gas
SSSnail(Mon Jun 14 2010 19:20:43 GMT-0700 (Pacific Daylight Time))>
then charge you $1 to use the hose to fill your car up
SSSnail(Mon Jun 14 2010 19:20:49 GMT-0700 (Pacific Daylight Time))>
does that make any sense to you?
Rosemarie(Mon Jun 14 2010 22:20:59 GMT-0700 (Pacific Daylight Time))>
yes I understand
Rosemarie(Mon Jun 14 2010 22:21:13 GMT-0700 (Pacific Daylight Time))>
however, we really do charge that SSSnail
Rosemarie(Mon Jun 14 2010 22:21:17 GMT-0700 (Pacific Daylight Time))>
if you can provide your own modem,
Rosemarie(Mon Jun 14 2010 22:21:21 GMT-0700 (Pacific Daylight Time))>
we can remove this charge
SSSnail(Mon Jun 14 2010 19:21:44 GMT-0700 (Pacific Daylight Time))>
HOW DO I PROVIDE MY OWN MODEM?
SSSnail(Mon Jun 14 2010 19:21:48 GMT-0700 (Pacific Daylight Time))>
WHERE DO I GET THEM?
SSSnail(Mon Jun 14 2010 19:21:58 GMT-0700 (Pacific Daylight Time))>
so I suppose to bring my own hose to the gas station to get gasoline?
SSSnail(Mon Jun 14 2010 19:22:04 GMT-0700 (Pacific Daylight Time))>
are you serious?
SSSnail(Mon Jun 14 2010 19:22:17 GMT-0700 (Pacific Daylight Time))>
Nowhere on my bill does it state that $5 is for modem rental
SSSnail(Mon Jun 14 2010 19:22:42 GMT-0700 (Pacific Daylight Time))>
that's akin to going to a restaurant, and pay for utensils
SSSnail(Mon Jun 14 2010 19:22:46 GMT-0700 (Pacific Daylight Time))>
and plates
SSSnail(Mon Jun 14 2010 19:23:13 GMT-0700 (Pacific Daylight Time))>
you can't be telling me to provide my own modem with a straight face and a clear conscience
Rosemarie(Mon Jun 14 2010 22:23:29 GMT-0700 (Pacific Daylight Time))>
I am sorry but that's what we offer
SSSnail(Mon Jun 14 2010 19:23:42 GMT-0700 (Pacific Daylight Time))>
WHERE IN MY CONTRACT DOES IT SAY THAT?
SSSnail(Mon Jun 14 2010 19:23:57 GMT-0700 (Pacific Daylight Time))>
where on my bill?
SSSnail(Mon Jun 14 2010 19:24:11 GMT-0700 (Pacific Daylight Time))>
it said "SERVICE (RECURRING CHARGES)" $24.99
SSSnail(Mon Jun 14 2010 19:24:16 GMT-0700 (Pacific Daylight Time))>
where is the MODEM line?
Rosemarie(Mon Jun 14 2010 22:24:19 GMT-0700 (Pacific Daylight Time))>
first of all
Rosemarie(Mon Jun 14 2010 22:24:23 GMT-0700 (Pacific Daylight Time))>
you don't have a contract
SSSnail(Mon Jun 14 2010 19:24:35 GMT-0700 (Pacific Daylight Time))>
that's EXACTLY RIGHT
SSSnail(Mon Jun 14 2010 19:24:39 GMT-0700 (Pacific Daylight Time))>
I don't have a contract
Rosemarie(Mon Jun 14 2010 22:24:34 GMT-0700 (Pacific Daylight Time))>
and yes, because this is really included as part of the internet bill
SSSnail(Mon Jun 14 2010 19:24:57 GMT-0700 (Pacific Daylight Time))>
and secondly, I can go to your website right now and see $19.99 for monthly SERVICE
SSSnail(Mon Jun 14 2010 19:25:06 GMT-0700 (Pacific Daylight Time))>
which I"m being charged $24.99 for SERVICE
SSSnail(Mon Jun 14 2010 19:25:08 GMT-0700 (Pacific Daylight Time))>
get it?
Rosemarie(Mon Jun 14 2010 22:25:31 GMT-0700 (Pacific Daylight Time))>
yes
SSSnail(Mon Jun 14 2010 19:25:45 GMT-0700 (Pacific Daylight Time))>
ok, so refund the overcharge
Rosemarie(Mon Jun 14 2010 22:25:43 GMT-0700 (Pacific Daylight Time))>
I am sorry but I can't really give this to you for free
SSSnail(Mon Jun 14 2010 19:25:53 GMT-0700 (Pacific Daylight Time))>
you're not giving anything to me
Rosemarie(Mon Jun 14 2010 22:25:54 GMT-0700 (Pacific Daylight Time))>
I can't do that as well
Rosemarie(Mon Jun 14 2010 22:25:54 GMT-0700 (Pacific Daylight Time))>
Please give them a call at 18882662278 from 8-5 pm, eastern time.
SSSnail(Mon Jun 14 2010 19:26:03 GMT-0700 (Pacific Daylight Time))>
your company advertised a service
SSSnail(Mon Jun 14 2010 19:26:17 GMT-0700 (Pacific Daylight Time))>
and that service is not for $24.99 a month
SSSnail(Mon Jun 14 2010 19:26:26 GMT-0700 (Pacific Daylight Time))>
it's SERVICE for $19.99 a month
SSSnail(Mon Jun 14 2010 19:26:38 GMT-0700 (Pacific Daylight Time))>
your modem is the medium to which you provide me that SERVICE
SSSnail(Mon Jun 14 2010 19:26:47 GMT-0700 (Pacific Daylight Time))>
which at the end of the service will be returned to you
SSSnail(Mon Jun 14 2010 19:26:54 GMT-0700 (Pacific Daylight Time))>
so I don't own your modem
SSSnail(Mon Jun 14 2010 19:27:08 GMT-0700 (Pacific Daylight Time))>
just like how I put the hose back at the pump after getting my gas
SSSnail(Mon Jun 14 2010 19:27:20 GMT-0700 (Pacific Daylight Time))>
I shouldn't incur charges for using the pump, but merely paying for the gas
SSSnail(Mon Jun 14 2010 19:28:55 GMT-0700 (Pacific Daylight Time))>
I can copy and paste this conversation into email, and send it to a host of agencies, including your corporate HQ. It seems that you don't have an answer for me, and you are not actively seeking a solution
Rosemarie(Mon Jun 14 2010 22:29:54 GMT-0700 (Pacific Daylight Time))>
the best resolution for this is for you to call our phone specialists
Rosemarie(Mon Jun 14 2010 22:29:58 GMT-0700 (Pacific Daylight Time))>
You now have our lowest offer,
SSSnail(Mon Jun 14 2010 19:30:08 GMT-0700 (Pacific Daylight Time))>
no I don't
SSSnail(Mon Jun 14 2010 19:30:15 GMT-0700 (Pacific Daylight Time))>
it's $5 more than what's advertised
Rosemarie(Mon Jun 14 2010 22:30:17 GMT-0700 (Pacific Daylight Time))>
we don't have a lower offer that this SSSnail
SSSnail(Mon Jun 14 2010 19:30:30 GMT-0700 (Pacific Daylight Time))>
Yes you do, go to the front page of your website
SSSnail(Mon Jun 14 2010 19:30:44 GMT-0700 (Pacific Daylight Time))>
where it says "$19.99 for 6 months"
SSSnail(Mon Jun 14 2010 19:31:02 GMT-0700 (Pacific Daylight Time))>
not "$19.99 for 6 months + $5 for modem"
SSSnail(Mon Jun 14 2010 19:31:25 GMT-0700 (Pacific Daylight Time))>
if you forgot what the page is, allow me http://www.comcast.com
SSSnail(Mon Jun 14 2010 19:34:01 GMT-0700 (Pacific Daylight Time))>
If you can show me on my bill a line item for MODEM charge of $5, then I concede
SSSnail(Mon Jun 14 2010 19:34:27 GMT-0700 (Pacific Daylight Time))>
otherwise, reverse the charge, I'm sure I can drum up a class-action lawsuit of some sort.
SSSnail(Mon Jun 14 2010 19:34:57 GMT-0700 (Pacific Daylight Time))>
this is dishonest business practice
Rosemarie(Mon Jun 14 2010 22:35:09 GMT-0700 (Pacific Daylight Time))>
I will document this in your account
Rosemarie(Mon Jun 14 2010 22:35:15 GMT-0700 (Pacific Daylight Time))>
then you can call our toll freee number
Rosemarie(Mon Jun 14 2010 22:35:22 GMT-0700 (Pacific Daylight Time))>
we have specialists who can check on this for you,
Rosemarie(Mon Jun 14 2010 22:35:28 GMT-0700 (Pacific Daylight Time))>
and possibly make changes
SSSnail(Mon Jun 14 2010 19:35:32 GMT-0700 (Pacific Daylight Time))>
Oh, so the number, is free, to call?
Rosemarie(Mon Jun 14 2010 22:35:37 GMT-0700 (Pacific Daylight Time))>
Please give them a call at 18882662278 from 8-5 pm, eastern time.
SSSnail(Mon Jun 14 2010 19:35:44 GMT-0700 (Pacific Daylight Time))>
not $5 to call?
Rosemarie(Mon Jun 14 2010 22:35:54 GMT-0700 (Pacific Daylight Time))>
no
SSSnail(Mon Jun 14 2010 19:37:10 GMT-0700 (Pacific Daylight Time))>
Why can't you take care of my billings here?
SSSnail(Mon Jun 14 2010 19:37:35 GMT-0700 (Pacific Daylight Time))>
or have someone take care of it when they start their shifts? Why do I have to call someone?
SSSnail(Mon Jun 14 2010 19:37:51 GMT-0700 (Pacific Daylight Time))>
I thought you could take care of the issue? Isn't that what you do?
Rosemarie(Mon Jun 14 2010 22:38:14 GMT-0700 (Pacific Daylight Time))>
Because there are limitations here in chat
Rosemarie(Mon Jun 14 2010 22:38:19 GMT-0700 (Pacific Daylight Time))>
this is a new support offered by comcast,
Rosemarie(Mon Jun 14 2010 22:38:30 GMT-0700 (Pacific Daylight Time))>
not all can be done through here.
SSSnail(Mon Jun 14 2010 19:39:17 GMT-0700 (Pacific Daylight Time))>
so, what CAN you do regarding billings? Why did you offer to help if you can't help?
Rosemarie(Mon Jun 14 2010 22:39:37 GMT-0700 (Pacific Daylight Time))>
I can discuss to your your bills,
Rosemarie(Mon Jun 14 2010 22:39:41 GMT-0700 (Pacific Daylight Time))>
give promotions if you are eligible...
Rosemarie(Mon Jun 14 2010 22:39:52 GMT-0700 (Pacific Daylight Time))>
but I can never give a free modem,
Rosemarie(Mon Jun 14 2010 22:40:08 GMT-0700 (Pacific Daylight Time))>
or remove the modem charge, unless it was mistakenly charge,
Rosemarie(Mon Jun 14 2010 22:40:13 GMT-0700 (Pacific Daylight Time))>
like customers own the modem
Rosemarie(Mon Jun 14 2010 22:40:20 GMT-0700 (Pacific Daylight Time))>
yet the charge is on the account
SSSnail(Mon Jun 14 2010 19:40:34 GMT-0700 (Pacific Daylight Time))>
Can I ask you something?
SSSnail(Mon Jun 14 2010 19:40:40 GMT-0700 (Pacific Daylight Time))>
you keep saying free modem
SSSnail(Mon Jun 14 2010 19:41:00 GMT-0700 (Pacific Daylight Time))>
remember I don't own it
SSSnail(Mon Jun 14 2010 19:41:03 GMT-0700 (Pacific Daylight Time))>
you guys do
SSSnail(Mon Jun 14 2010 19:41:21 GMT-0700 (Pacific Daylight Time))>
you own it, you let me BORROW it so that you can charge me for your SERVICE
SSSnail(Mon Jun 14 2010 19:41:23 GMT-0700 (Pacific Daylight Time))>
it's not FREE
SSSnail(Mon Jun 14 2010 19:41:29 GMT-0700 (Pacific Daylight Time))>
do you understand the concept of free?
SSSnail(Mon Jun 14 2010 19:41:50 GMT-0700 (Pacific Daylight Time))>
without internet service, I couldn't care less what you do with your modem
Rosemarie(Mon Jun 14 2010 22:41:58 GMT-0700 (Pacific Daylight Time))>
but that's what is going to happen
Rosemarie(Mon Jun 14 2010 22:42:02 GMT-0700 (Pacific Daylight Time))>
if we remove the charge for you
SSSnail(Mon Jun 14 2010 19:42:34 GMT-0700 (Pacific Daylight Time))>
no, my dispute right now is my bills state that I'm paying $24.99 for SERVICE
SSSnail(Mon Jun 14 2010 19:42:42 GMT-0700 (Pacific Daylight Time))>
do we have an agreement on that?
SSSnail(Mon Jun 14 2010 19:42:53 GMT-0700 (Pacific Daylight Time))>
I'm sure you have access to my account
SSSnail(Mon Jun 14 2010 19:42:59 GMT-0700 (Pacific Daylight Time))>
take a look while I wait
SSSnail(Mon Jun 14 2010 19:43:13 GMT-0700 (Pacific Daylight Time))>
if you can find a line on there that states "MODEM = $5.00", then you win
SSSnail(Mon Jun 14 2010 19:43:28 GMT-0700 (Pacific Daylight Time))>
if not, I'm being overcharged for advertised service
Rosemarie(Mon Jun 14 2010 22:43:47 GMT-0700 (Pacific Daylight Time))>
I understand your point, however,
SSSnail(Mon Jun 14 2010 19:43:55 GMT-0700 (Pacific Daylight Time))>
however, you don't?
Rosemarie(Mon Jun 14 2010 22:43:55 GMT-0700 (Pacific Daylight Time))>
the only thing that I can do for you is document this
Rosemarie(Mon Jun 14 2010 22:44:05 GMT-0700 (Pacific Daylight Time))>
then you can call or visit the local office
SSSnail(Mon Jun 14 2010 19:45:38 GMT-0700 (Pacific Daylight Time))>
why can't you ask them to call me?
SSSnail(Mon Jun 14 2010 19:45:50 GMT-0700 (Pacific Daylight Time))>
after all, I'm not the one with the false advertisement
SSSnail(Mon Jun 14 2010 19:46:03 GMT-0700 (Pacific Daylight Time))>
you work together don't you?
Rosemarie(Mon Jun 14 2010 22:46:59 GMT-0700 (Pacific Daylight Time))>
SSSnail, no matter how you explain this to me
Rosemarie(Mon Jun 14 2010 22:47:00 GMT-0700 (Pacific Daylight Time))>
again,
Rosemarie(Mon Jun 14 2010 22:47:09 GMT-0700 (Pacific Daylight Time))>
the best that I can do for you is document this
SSSnail(Mon Jun 14 2010 19:47:29 GMT-0700 (Pacific Daylight Time))>
Well, you're a representative of Comcast, are you not?
SSSnail(Mon Jun 14 2010 19:47:45 GMT-0700 (Pacific Daylight Time))>
if YOU cannot take care of this matter, I'm sure someone above you on the chain can
SSSnail(Mon Jun 14 2010 19:48:02 GMT-0700 (Pacific Daylight Time))>
please escalate this matter to the appropriate authority
SSSnail(Mon Jun 14 2010 19:48:04 GMT-0700 (Pacific Daylight Time))>
I'll wait
Rosemarie(Mon Jun 14 2010 22:48:49 GMT-0700 (Pacific Daylight Time))>
you can purchase 1
Rosemarie(Mon Jun 14 2010 22:48:58 GMT-0700 (Pacific Daylight Time))>
oh sorry please disregard that
SSSnail(Mon Jun 14 2010 19:49:06 GMT-0700 (Pacific Daylight Time))>
I can purchase one what?
Rosemarie(Mon Jun 14 2010 22:49:07 GMT-0700 (Pacific Daylight Time))>
yes I understand that SSSnail
Rosemarie(Mon Jun 14 2010 22:49:18 GMT-0700 (Pacific Daylight Time))>
please disregard that line
SSSnail(Mon Jun 14 2010 19:49:23 GMT-0700 (Pacific Daylight Time))>
next time you go to a restaurant, be sure to bring your own plates and utensils
SSSnail(Mon Jun 14 2010 19:49:29 GMT-0700 (Pacific Daylight Time))>
or "you can purchase" a plate
SSSnail(Mon Jun 14 2010 19:51:33 GMT-0700 (Pacific Daylight Time))>
is it two minutes yet?
SSSnail(Mon Jun 14 2010 19:51:50 GMT-0700 (Pacific Daylight Time))>
don't worry, I will keep the connection alive
SSSnail(Mon Jun 14 2010 19:52:40 GMT-0700 (Pacific Daylight Time))>
that is until you escalate this mater
Rosemarie(Mon Jun 14 2010 22:53:08 GMT-0700 (Pacific Daylight Time))>
I apologize for any inconvenience this may have caused you.
Rosemarie(Mon Jun 14 2010 22:53:09 GMT-0700 (Pacific Daylight Time))>
Thanks for your patience, I truly appreciate it.
SSSnail(Mon Jun 14 2010 19:54:06 GMT-0700 (Pacific Daylight Time))>
Sorry that you have to deal with me, but you understand that right now you're a representative of Comcast, a company that's overcharging me for services
Rosemarie(Mon Jun 14 2010 22:54:56 GMT-0700 (Pacific Daylight Time))>
Do you have anything else I may help you with today?
SSSnail(Mon Jun 14 2010 19:55:07 GMT-0700 (Pacific Daylight Time))>
Yes actually
SSSnail(Mon Jun 14 2010 19:55:14 GMT-0700 (Pacific Daylight Time))>
fix my charges
Rosemarie(Mon Jun 14 2010 22:55:29 GMT-0700 (Pacific Daylight Time))>
I am sorry but I can't
SSSnail(Mon Jun 14 2010 19:55:36 GMT-0700 (Pacific Daylight Time))>
who can?
Rosemarie(Mon Jun 14 2010 22:55:40 GMT-0700 (Pacific Daylight Time))>
please call the local office or call phone support
Rosemarie(Mon Jun 14 2010 22:55:40 GMT-0700 (Pacific Daylight Time))>
Enjoy the rest of your day and take care.
Rosemarie(Mon Jun 14 2010 22:55:44 GMT-0700 (Pacific Daylight Time))>
Thank you for choosing Comcast as your cable TV provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at click here close this chat.
Rosemarie(Mon Jun 14 2010 22:55:47 GMT-0700 (Pacific Daylight Time))>
Analyst has closed chat and left the room
Signed up for Comcast Xfinity 3 months ago for $19.99.
Bills say "SERVICE for $24.99"
Argued with reps, for the lulz.
Want mah $5 so I can has cheezbrgr.