First let me say that this is an actual copy of the conversation. I redacted any account or personal info and replaced them with x’s . I also changed the name to John to protect the innocent. “Me”
Anything in red italics is a comment added for clarification or commentary and was NOT part of the original conversation. Anything in Burnt Orange is just so that you notice how absurd it was.
The Moral to the story is at the end.
So here begins the conversation. I won’t even preface it because it will be made clear in the due course of the conversation.
I would like to add that I was number 45 in the cue to be talked to. That took
around 45 minutes.
*******************************************************************************************
user
John_ has entered room
John>
Cable
out. Reference code: S0a00
analyst
Ramon has entered room
Ramon>
Hello
John_, Thank you for contacting Comcast Live Chat Support. My name is Ramon.
Please give me one moment to review your information.
Ramon>
I
appreciate your time in contacting us. Hi. How are you?
John_>
Account
XXXX XXXXXX XX, John Xxxx, last 4 = XXXX
Ramon>
I
see here that you have a concern or problem with your cable box, I understand
the trouble that this has caused you and I want you to know how sorry I am for
the inconvenience.
Ramon>
As
your service representative tonight, 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, John.
Ramon>
Hopw
long has this issue been going on, John?
John_>
I
was 45 in the cue and not receiving what I pay dearly for, how do you think I
am?
John_>
Seems
like forever at this point. a few hours
John_>
Net
was out earlier Noon to 8 PM now this.
John_>
Comcast
is on the way out as soon as FIOS comes in.
Ramon>
I
am sorry to hear that, John.
John_>
Why
is my cable not working?
Ramon>
I
respect your decision, John.
Ramon>
Error
s0a00 is an error on the system of the box.
Ramon>
What
we need to do is to refresh its system by unplugging the power cable of the box
from the power outlet for about 2 minutes.
John_>
The
box has been cold booted twice. We have two boxes and both have the same
results
John_>
did
it twice. Why should it work now?
Ramon>
I
see, John. Did you have your account disconnected, John?
John_>
no
John_>
I
still have Internet too. It “FINALLY” came back up after being down for 8 hours.
Have I mentioned how much I am growing to dislike comcast?
Ramon>
What
I can see here on your account is that there is a disconnection order which was
done last August 25, 2010.
Ramon>
that
is what I would like to confirm to your if your have had ordered to disconnect
your service.
Ramon>
The
interruptions of both of your services are related to this disconnection order
that is on your account now.
John_>
It
was PAID
Ramon>
This
is effective today Spetmeber 1, 2010.
John_>
What
is effective today? A disconnect?
Ramon>
The
disconnection, John, is not due to non pay but it was stated here that you are
transferring.
John_>
Not
until either the tenth or twelfth month of Sept. We are supposed to overlap
service.
Ramon>
I
see, John.
John_>
Why
not wait until there is a hurricane off our coast to screw up? Oh wait yall
did!
Ramon>
We
should have been more specific on the date that you wanted your service to be
disconnected. I can see here that this is effective today, September 1, 2010.
But, the order is still pending for completion.
John_>
We
WERE
John_>
That
is why we called
Ramon>
We
can still have this one corrected. But, we need to ask help from our local
office for this one as it is the due date today.
John_>
So
I suggest you all fire it back up until the specified time
John_>
And
your point?
Ramon>
That
is the best resolution for this issue, John.
John_>
Let
me guess, you want us to pay an entire month right?
John_>
Even
though we are transferring service?
Ramon>
Our
local office can extend the disconnection pending status of your account so that
you can have your service.
John_>
The billing is the
same
John_>
So
do it. But I better not get a reconnect fee.
Ramon>
As
I have mentioned, John, this disconnection on your account is not related to
your bill but this is related to the transfer reason that was entered on your
account.
John_>
This
was ALL arranged!
John_>
Have
I mentioned how much I am beginning to DETEST comcast?
Ramon>
John,
your account is in good standing in terms of your bill.
Ramon>
I
am so sorry to hear that, John.
John_>
So
get it turned back on so we can see if we are about to be slammed by this
hurricane.
Ramon>
You
need not to pay anything as you are up to date with your
bill.
John_>
Did
I mention we are 30 miles off the coast?
Ramon>
What
we just need to do is to have this pending disconnection order on your account,
with a reason of transfer, be removed out of your account or be extended if
you are really
transferring.
John_>
We
are moving as we have stated. but there is an overlap of a week from this friday
that was scheduled
John_>
The
cable is supposed to be “ON” in the new place this Friday. This service on
Xxxxxxx avenue should continue until one week from Friday as stated the LAST
time I talked to Comcast.
Ramon>
I
see, John.
Ramon>
I
see, John. This is what we can do now. I hope we can still have the boxes up and
running tonight. I am going to send signal hits to the boxes there on your end
so that we can refresh their systems.
John_>
Sooo
are you at lunch now or are we doing something?
John_>
Thank
you.
Ramon>
Just
a heads up though, we might still get the same error s0a00 as we have a pending
disconnection order on your account which is effective
tonight.
John_>
And
how will we know?
Ramon>
The
error s0a00 will not appear after the boxes will receive the signal hits,
John.
John_>
In
red letters it says to contact you
John_>
Gives
cable card number et al
Ramon>
Please
unplug the power cable of the boxes now, John.
Ramon>
After
2 minutes, please plug it back in.
Ramon>
Then,
we are going to check if the s0a00 error is no longer
appearing.
John_>
same
S0a00 error
Ramon>
I
am sorry for to hear that.
John_>
Ya
so are we
Ramon>
This
is what we are going to do next.
Ramon>
I
am going to send another batch of signal hits to the
boxes.
Ramon>
The
effect of the signal hits on the boxes will take 45 minutes especially on the
channels appearing on your end. I can send this one on those boxes there on your
end just to exhaust all means of reviving their system.
Ramon>
These
signal hits will not erase any recordings stored on your cable
boxes.
Ramon>
Please
give me 2 minutes to send these signal hits to the boxes.
John_>
So
we wait online for 45 minutes?
Ramon>
No,
John.
Ramon>
I
am going to leave notes on your account on this issue specifically on the error
s0a00 and the pending disconnection on your account. The error has big
possibility linked to the pending disconnection on your account.
Ramon>
Please
give me 2 minutes to send the signal hits.
John_>
gladly
take 3 if it will help
Ramon>
Thank
you for patiently waiting, John.
Ramon>
I
have sent the signal hits to the boxes.
Ramon>
Do
those boxes have power buttons?
John_>
yes
Ramon>
Okay.
John_>
you
want soft or hard?
Ramon>
I
need you to press those power buttons for 1 minute.
Ramon>
Hard
press please.
John_>
No
difference. By hard or soft I meant unplug or power down via button. Your warm
boot produced nothing.
John_>
And
we held the button in for 60 seconds
Ramon>
I
see, John.
Ramon>
My
sincerest apologies for this inconvenience.
Ramon>
We
can still get local channels if we directly plug the TV to the outlet,
John.
Ramon>
Can
you please do that one for me so that we can check if cable service is still
active as well?
John_>
We
do not. My son just tried it.
Ramon>
It
only means to say that the cable service is already inactive, John.
Ramon>
For
us to have this service be activated again until Friday, we need to call our
local office for this matter.
John_>
I
still have internet so it is not completely down and if it is then get it back
up please.
John_>
Immediately
if not sooner.
Ramon>
You
are correct, John.
Ramon>
The
internet service will always be the last to be
disconnected.
John_>
Grrrrrrrrrrrrrr
We did that and THIS IS WHAT WE GOT! [Called the local
service.]
Ramon>
The
first service that will get disconnected is the cable service, followed by the
internet service and then, the phone service. [WTF ? Didn't he
just say that the internet is the last to be disconnected?]
Ramon>
We
can still have you cable service activated until Friday,
John.
John_>
We
arranged for service swap and they/YOU did it early. We have a freaking
hurricane off our coast and THIS is not acceptable.
Ramon>
As
per your request, I can make a document here on my end to extend your cable
service until Friday.
John_>
And
it is supposed to continue until A WEEK FROM FRIDAY!
John_>
Are
you all morons there? Get a supervisor or someone who can make a freaking phone
call and get it fixed!
John_>
This
is outrageous and COMPLETELY unacceptable.
Ramon>
I
am very sorry for this inconvenience, John. My supervisor will just tell you the
same thing. Your cable service has been interrupted due to the pending
disconnection of your service which can only be extended by our local office.
John_>
And
for your records, This one should continue until the TENTH, that is one week
from this FRIDAY which for some god forsaken reason we agreed to have your
service again.
John_>
So
call your local office and have the idiot button pusher who turned it off turn
it back on. You have their number, we don’t. THIS IS COMCAST’S ERROR NOT
MINE.
John_>
Fine
then let your supervisor tell me. I want it from their
lips.
Ramon>
I
can give you the local office number as well so that you can give them a call or
you can as well call 1-800-266-2278, John.
John_>
THERE
IS A FREAKING HURRICANE OFF OUR COAST! HOW WILL WE KNOW WHAT IT IS DOING? WE ARE
“JUST” 30 MILES INLAND IN VIRGINIA.
Ramon>
As
for my supervisor, please stay online while I am going to escalate this issue to
him.
John_>
THANK
YOU
Ramon>
You
are most welcome and thank you for patiently waiting, John.
Ramon>
I
have talked to my immediate supervisor on this issue.
Ramon>
Please give me 2 minutes to escalate this
one.
John_>
Forgive
me, I know this is not your fault. But this is not a casual
time.
Ramon>
I
understand, John.
Ramon>
I
understand that this issue could be so frustrating on your
end.
John_>
Having
arranged for the service to overlap was intentional. This places my family and
property at risk.
John_>
And
THAT is what I find unacceptable.
Ramon>
Thank
you for patiently waiting, John.
John_>
yes
Ramon>
My
immediate supervisor told me another resolution for this issue. We can cancel
the pending disconnection on your account so that we can have your cable service
back. The cancellation of the disconnection of your service will delay as well
the transfer of your service on your new area where you will be transferring.
Ramon>
Will
that be fine?
John_>
Yes
Ramon>
Once
we have cancelled the disconnection of the pending disconnection, your cable
service should be back 2 -3 hours after.
John_>
But
I will still want an overlap of service.
Ramon>
We
can still do that one as well, John.
John_>
Then
do it.
Ramon>
Let
me just make proper documentation here on my end so that we can properly resolve
this issue tonight.
Ramon>
Please
give me 2 minutes.
John_>
Fine
and thank you.
Ramon>
Thank
you for patiently waiting, John.
Ramon>
I
am able to make the document here on my end.
Ramon>
Before
I am going to hand you over to our mover’s edge, do you have any other concerns
that I can be of great help?
John_>
Yes
you can tell me what handing me over to “mover’s edge”
means.
John_>
I
thought you could handle it all here
John_>
Now
you are telling me I have to do this all over again?
Ramon>
Mover’s
edge department is the name of the department which handles transfer of service,
John.
Ramon>
No,
John.
Ramon>
I
have made a document here that will explain the issue that we have
now.
Ramon>
You
need not to explain again.
John_>
So
are they turning it back on or have you done that by canceling our change order?
And if so when can we expect to see an image on our
screens?
Ramon>
Cancelling
the disconnection order on your account will let you have your cable service
back, John.
John_>
By
when and did you do it or do I need to do it with the mover’s
edge?
Ramon>
Your
cable service should be back 2-3 hours after, John. You just need to power cycle
the boxes after we have cancelled the disconnection.
John_>
2-3
hours after what exactly?
Ramon>
We
still need the mover’s edge for this one as that is the department tasked to
cancel transferred services.
Ramon>
Two
to 3 hours after we have cancelled the disconnection order,
John.
John_>
That
is what I needed to know. So you are passing the buck to them. I got it.
John_>
Send
me too them.
Ramon>
Yes,
John. No worries as I will be leaving notes on your account on this
issue.
Ramon>
Please
stay online while I connect you to our Mover’s edge.
Ramon>
Have
a safe night, John.
John_>
I
am going no place
John_>
Thank
you.
John_>
you
too
Ramon>
Please
wait, while the problem is escalated to another analyst
analyst
Mark Anthony has entered room
analyst
Ramon has left room
Mark
Anthony>
Welcome
to Comcast Movers Edge! It’s great to hear from you. How can I assist you
today?
John_>
We
had scheduled to overlap service and they cut this one off ahead of
schedule
John_>
So
we need to cancel the disconnect and reschedule
Mark
Anthony>
May
I please have your Comcast account number, John.
John_>
Grrrrrrrrr
certainly Account xxxx xxxxxx xx
John_>
John
Xxxx XXXX
John_>
XXX
XXXXXXX XXX
[address
added]
John_>
XXXXXXX
VA grrrrrrrrrrr 23005
John_>
Moving
tooo: grrrrrrr xxxxx Xxxxxx Ln,
XXXX Xxxxx, VA xxxxx
John_>
Service
ON there, with a capital “O” for ON this Friday,
Mark
Anthony>
Thank
you for the information.
Mark
Anthony>
Let
me go ahead and pull up your account.
John_>
Service
OFF as in no longer working at XXX XXXXXXX XXX, XXXXXXX VA 23005 as of the 10th
of Sept. 2010 if we’re lucky THIS time.
Mark
Anthony>
Alright.
John_>
no
so far
Mark
Anthony>
Just
to confirm, you are requesting for transfer of your service,
right?
John_>
yes
and we got a special rate for the triple play, do you see
it?
Mark
Anthony>
I’m
still pulling up your account.
John_>
99
per month for 12 months
Mark
Anthony>
One
moment please.
John_>
Still?
Your net must be through comcast.
Mark
Anthony>
I
see here that your Comcast service has been requested for disconnection
effective September 1, 2010.
John_>
That
information is INCORRECT. It was NEVER for the first. There was an intentional
overlap. That is why we are HAVING this conversation. And I am SOOOO glad he
left notes so I don’t have to explain it all again.
Mark
Anthony>
And
based on the transfer request, the services will be installed on the 3rd between
8AM – 11AM to your new address.
John_>
How
wonderful for Friday at the new place. Tell me, will the HURRICANE SLAM US
BEFORE THEN?
John_>
I
have no way of knowing. YOU SHUT OFF OUR FREAKING CABLE EARLY
John_>
Cancel
the shut off so we can have our service back NOW and reschedule it the way it
was SUPPOSED to be in the first place please.
John_>
If
that is too tough, cancel the change and restore our service and we’ll deal with
a retention specialist tomorrow. I promise I will drive a much harder
bargin.
Mark
Anthony>
I’m
sorry, however, the service has already been disconnected from the old address.
In able for us to connect it again, you will need to call our Customer Service
at 1-800-266-2278.
Mark
Anthony>
I
can no longer change the disconnection date as it was already been
completed.
John_>
No
get your supervisor. We just spoke to a super who said if you cancel the change
order we can restore in 2-3 hours BEFORE the hurricane is supposed to make
landfall.
John_>
ESCALATE
John_>
Do
you NOT see the notes on the file?
Mark
Anthony>
I
am not seeing any note aside from the transfer request.
John_>
The
overlap was completely intentional. You are putting me and my family and our
property at risk.
Mark
Anthony>
Please
stay online while I escalate your concern.
John_>
Do
you have the ability to read this thread before it came to
you?
John_>
It
is ALL there. If not then get Ramon back on the line.
John_>
[I copied
from the thread earlier to show him.]
Ramon(Thu
Sep 02 2010 00:51:51 GMT-0400 (Eastern Daylight Time))>
Yes,
John. No worries as I will be leaving notes on your account on this
issue.
Mark
Anthony>
Please
wait, while the problem is escalated to another analyst
analyst
Mark Anthony has left room
analyst
Mailo has entered room
Mailo>
Welcome
to COMCAST! You have reached the
Order fulfillment department. We
appreciate your time and interest in signing up with Comcast. I will be happy to
complete your order today. ” But first, may i know how are you doing
today?
John_>
I
am totally pissed. Give me a supervisor now please.
John_>
I
have been online for an hour and a half over this and I have now been given the
bums rush. I have saved the entire conversation .
Mailo>
Coo
down John, i understand how you are feeling now. Just tell me what i can do to
help you Ma’am. Il do my best to resolve this .
John_>
Fine.
Turn my cable back on so I can see if we are about to die from a hurricane since
it was not suppose to be turned off until the 10th, WELL after our NEW service
was installed on the 3rd.
John_>
The
Overlap was intentional.
Mailo>
I
see, hold on while i pull up your account Ma’am
John_>
And
now Comcast has put ME, my family and my property at risk so don’t tell me to
calm done
John_>
Account
xxxx xxxxxx 02 John Xxxx, Last 4 = XXXX for the THIRD time. XXX XXXXXXX XXX
XXXXXXX VA 23005
John_>
And
you had my account up already as it had the transfer notes
attached.
John_>
[Copied
AGAIN]
John>
Cable
out. Reference code: S0a00
analyst
Ramon has entered room
Ramon>
Mailo>
Im
looking at the account now and i can see that it was disconnected and there is a
pending work order for transfer too.
John_>
Imagine
my surprise
John_>
It
was turned OFF 10 days EARLIER than scheduled
Mailo>
Yes,
im trouble shooting now.
John_>
Thank
you
John_>
And
we have already sent signals down the line, cold booted, warm booted, held some
stupid button in for 60 seconds and then sent to you an hour and a half on chat
later,
John_>
So
you’ll forgive me if I just don’t have a lot of confidence in you at the
moment.
Mailo>
I
know , i understand.
John_>
Probably
not but thank you for trying. when I logged in I was number 45 in the
cue.
Mailo>
Have
you tried calling our Hotline already John?
John_>
11:49
PM was when Ramon entered the room. Over an hour and a half ago and “Three”
other people, one of which was a supervisor.
John_>
What
hot line and are we passing the buck or what?
John_>
You
mean the 800 line for comcast? Please tell me that ISN’T what you are calling
the hot line.
Mailo>
Because
i cannot reactivate the account here because Dispatch team has already
disconnected it. I can only cancel disconnection order if it was not done yet.
Unless i will have it installed again.
John_>
You
need to wave your hand and get a supervisor involved now.
Mailo>
But
i have already noted it here and i already relayed it to technical people in
charge.
John_>
And
don’t tell me they will say the same thing.
Mailo>
Sure.
hold on
John_>
What
choice do I have?
John_>
Certainly
I’ll hold on.
John_>
I
don’t see why you can’t call the little button pusher in Virginia that pushed
the button to turn it off and get them to push it again.
John_>
THERE
IS A FREAKING HURRICANE off the coast and we are only 30 miles
inland!
John_>
COMCAST
did NOT follow their change order and is putting ME, MY FAMILY and my PROPERTY
at risk. This solution is UNACCEPTABLE!
John_>
BRB
Need my heart medicine.
John_>
back
Mailo>
Let
me clarify John, so you are still using our internet
connection?
Mailo>
Its
only the cable that was disconnected?
Mailo>
Because
i tried calling our local office but no one is answering
already.
John_>
The
network was out from noon until 8 PM
John_>
But
yes, for the moment it is online.
John_>
And
I re-iterate, for the moment. I am surprised it has lasted this long as
unreliable as it has been.
John_>
When
it works, it works great, but it goes down OFTEN. And for long periods of
time.
John_>
And
I got to tell you, if FIOS was where I was moving to. . .
Mailo>
Its
just unfortunate that it happens during this time of the day when its no longer
office hours.
Mailo>
But
me and my supervisor now are finding a way to resolve
this.
John_>
They
had no problem turning it off at this time of day.
John_>
Thank
you. I am so frustrated you can not possibly know.
Mailo>
May
i know then how many hours ago was your cable
disconnected?
John_>
No
more than two or three hours ago.
John_>
I
think we tried cold booting twice. so that would put it approximately 11 PM
GMT-5 or eastern time.
John_>
45
people in the cues worth of time before Ramon entered the room at
23:09.42
Mailo>
I
suggest you just get updates of the hurrricane on the internet John because as
per our technical representative. Cable
are disconnected 10 days ahead prior to the date. Its just wrong that you were
not informed prior. [WTF? Why schedule
it then?]
Mailo>
At
this moment we have no solution on how to reconnect it
immediately.
John_>
If
that was the case then why ask for a disconnect date? I would simply schedule it
ten days later. That is unacceptable. The word schedule has meaning. The overlap
was intentional. The internet could go at any moment and you want me to what
then?
John_>
NOT ACCEPTABLE
John_>
That
is crap, they “always” turn it off ten days ahead of time? Do YOU believe
that?
Mailo>
I
already recommended for urgent action to have it reconnected but it will only
happen first thing tomorrow.
John_>
What
is “First Thing” tomorrow? By when?
John_>
It
is ALREADY tomorrow.
Mailo>
When
the tech is already on the job to reconnect it in the pole.
[WTF? On THE
POLE?]
John_>
Have
your supervisor cal THEIR supervisor, regional manager or what ever it takes. I
am SO sick of Comcast wipping their behinds with me.
John_>
It
was NOT shut off at the pole or WE would not have this
conversation
Mailo>
We
did that already and escalated the issue to the people
concerned.
John_>
It
was shut down by a push of the freaking button! They did NOT disconnect the
line. I am NOT some stupid hill jack.
Mailo>
Cables
are disconnected at the poles John unlike phone and internet.
[WTF? On THE POLE?
He continued the bullshit lie!]
John_>
Obviously
not or I would be seeing a HURRICANE on the freaking weather channel right
now.
Mailo>
It
takes a tech of our dispatch team to do that.
John_>
To
do WHAT exactly?
John_>
It
is a computer activated relay!
John_>
This
ain’t tough!
John_>
What
IS tough is getting ripped apart by a HURRICANE because you didn’t see it
coming.
Mailo>
Thats
what i gathered here John. If you are aware, im in sales but im doing my best to
help you here.
Mailo>
Because
of the hours you spent.
John_>
I
was NOT supposed to be handed to a salesman. I was SUPPOSED to be handed to a
PROBLEM SOLVER.
John_>
Then
find me someone who CAN help. This is just WRONG!
Mailo>
Hold
on
Mailo>
Please
wait, while the problem is escalated to another analyst
analyst
Janet has entered room
Janet>
Hi!
It’s my pleasure to help and resolve your concern today. How is your day so
far?
analyst
Mailo has left room
John_>
Hello
Janet, what department have they shifted me to please.
John_>
In
short, who are you?
Janet>
I
am so sorry for the trouble that you are having on the cable service
John.
John_>
Hello?
It was not a tough question.
Janet>
May
name is Janet.
John_>
Are
you A.I. or a real person
Janet>
I
will certainly help you resolve this issue.
Janet>
Yes,
I am John.
John_>
Somehow
I doubt it but why not.
John_>
Yes
you are what? And A.I. or a real person
Janet>
I
am a real person.
Janet>
I’m
sorry for the confusion.
John_>
I
have been in this chat for two and a half hours
John_>
and
I was 45 in the cue before that.
John_>
I
am the flaming customer from hell at the moment.
John_>
So
please, tell me, what querries do you handle? Sales? Moving? Trouble shooting?
What?
Janet>
I
really do apologize for you waiting that long John, if I am on the same
situation I will definitely say those things.
Janet>
I
am here to help you John, please give me a chance.
John_>
OK,
Here you go. For the forth time. Here is my account information, that IS what
you want right?
Janet>
Please
just give me your full name and the last 4 of your SSN.
John_>
Account
XXXX XXXXXX 02 , John Xxxx, last 4=XXXX, address XXX XXXXXXX XXX, XXXXXXX VA
23005
Janet>
Thank
you so much John, I appreciate your cooperation.
John_>
Like
I have a choice?
Janet>
I
can relate to what you are feeling John, I also love watching TV , I can’t live
without it.
Janet>
Life
is boring if TV is not working.
John_>
No,
I am sorry but you are clueless.
Janet>
Are
we having issues on it?
John_>
I
am 30 miles off the coast of Virginia. There is a freaking hurricane coming
right for us and COMCAST shut my cable off ten days ahead of
schedule.
John_>
The
latest excuse was, “OH, they ALWAYS shut it off ten days BEFORE it was
SCHEDULED”.
John_>
If
that was the case I would have scheduled it ten days
LATER!
John_>
I
had scheduled a move with over lapping service, which was entirely
intentional.
John_>
Now
they are telling me that because it is already shut off the nothing can be done
until tomorrow at the soonest AND it will be a reconnect!
John_>
Comcast
is putting ME at risk as well as my family and my
properties.
John_>
So
go ahead, try and fix it.
John_>
or
maybe just shove me into Brian Roberts email because I assure you I am sending
this one off to him.
John_>
Are
you still there? Or have they sent me to a blond computer?
Janet>
I
am so sorry for the trouble John, let me check the previous notes
here.
Janet>
John,
do you have the new account number?
John_>
Why
should I have a “NEW” account number?
Janet>
Just
to clarify the services was turned off 10 days before the hurricane
correct?
[WTF? Do they do
any drug testing at all in this place?]
John_>
You
still have not answered my question, what department do you answer calls
for?
John_>
NO
Janet>
And
then you are planning to move the service is that correct?
John_>
It
was turned off about 3 hours ago. This is ten days BEFORE it was scheduled to be
turned off.
John_>
Yes,
the new house was supposed to be turned on on Friday the third, and off at this
one on the tenth.
John_>
We
overlapped by one week
John_>
[Copied again for her to
see.]
John_(Thu
Sep 02 2010 02:29:00 GMT-0400 (Eastern Daylight Time))>
You
still have not answered my question, what department do you answer calls
for?
Janet>
To
make this clear you would like the transfer to be cancelled however are you
still considering transferring it to the new address after the
hurricane.
Janet>
I
am from the Cable Department John.
John_>
IF
that is what it takes to get service reactivated then yes, that is what I
intend. Are you sure you’re human?
Janet>
Yes
I am John.
John_>
What
part of the cable department? Sales, repair, mover’s edge or some black
ops?
Janet>
I
am from the Cable billing Department John.
John_>
And
are you able to restore service terminated early?
Janet>
I
will be doing my best and check all my resources for you
John.
Janet>
Please
allow me 2 more minutes.
John_>
Or
is it a semantics thing. No you can’t do that but you can restart service and
cancel a reconnect fee?
[The Cable came
back on like magic.]
John_>
Well
god bless you
Janet>
Thanks,
he is my savior.
John_>
You
are a goddess. Why did it take them 3 hours to give me to
you?
John_>
Mine
too.
Janet>
I
just understand your issue John.
John_>
At
least NOW I can see when we have to evacuate. Thank you SO
much.
John_>
Do
I need to call tomorrow to reestablish that this one goes off on the tenth and
the other comes on Friday the third?
Janet>
You
are welcome, we just need to communicate to know is really happening in that way
we will both understand what needs to be done.
John_>
We
thought we did that. I was told by the last guy that Comcast shuts cable down 10
days BEFORE the scheduled date consistently. Why would they do
that?
Janet>
That
is true John, however when you said that you will be transferring, what comes to
my mind is the transfer that you mentioned.
John_>
We
specifically made an overlap
John_>
It
was intentional and planned
Janet>
Yes,
I understand that and rest assure you that it will be
prorated.
John_>
Since
it was shut off, a hurricane watch has been posted and not one posted yet on the
net. That is why it is important. Thank you you have helped to make my family
safer.
Janet>
You
are most welcome John.
John_>
Thank
you. SOOOO much. May God Bless you and your family.
John_>
We
are done I think.
Janet>
Same
here John.
Janet>
I
am almost done , please allow me a minute.
John_>
Please,
take all the time you need.
Janet>
Thanks
allow me 2 more minutes.
Janet>
This
is the new address XXXXX XXXX XXX
23059 correct?
John_>
yes
Janet>
Thanks.
Janet>
Please
allow me 2 more minutes.
John_>
NO,
thank YOU!
John_>
no
problem
John_>
Do
I have a NEW account number now?
Janet>
XXXXXXXXXXXXX
this is the new account number.
John_>
I
have made note of it. Will this be the same account number at the new
address?
Janet>
Yes.
Janet>
We
are all set John.
John_>
And
that account then shows the triple play at $99 dollars a month for 12 months or do I need to call and
bicker with them tomorrow?
Janet>
Yes
please chat or call us back tomorrow for that John.
John_>
Thanks
so very much. Best wishes to you and your’s.
John_>
Goodnight.
Janet>
You
are most welcome.
Janet>
Have
a nice evening.
Janet>
If
you need further assistance, you can chat with one of our Customer Support
Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat or call us at
1-800-COMCAST (1-800-266-2278). To close this chat, please click the “end
session button” at the top of your chat window.
Janet>
Analyst
has closed chat and left the room
analyst
Janet has left room
Status: The analyst has left and your issue has
been closed.
Problem: Cable out. Reference code: S0a00
//
//
End Session
The Moral to the story is that if you have a choice, don’t. So far what I hear is FIOS beats them hands down.
