Tuesday, August 2, 2011

Comcast!

analyst Hazel has entered room

HazelACBL: Hello Ryan, Thank you for contacting Comcast Live Chat Support. My name is Hazel. Please give me one moment to review your information.
Ryan: My Issue: No Problem Given
HazelACBL: I hope your day is going well.
HazelACBL: Before anything else, would you mind if I call you by your first name?

Ryan: Go for it!
HazelACBL: Thank you, Ryan.
Ryan: So I have two questions:
HazelACBL: How may I help you today?
HazelACBL: Sure.
HazelACBL: I would be more than happy to answer and fix all your issues today.
HazelACBL: We will fix that one at a time.
HazelACBL: What is the first concern please?

Ryan: First off, I signed up for a Performance internet deal that was supposed to be $40 a month, but I'm being charged 57.95
HazelACBL: I understand that you have a problem with your bill as you were charged for $57.95 instead of $40.00 a month. I am happy to help you.
HazelACBL: Did you keep the confirmation number of the $40.00 offer or deal that you have signed up?

Ryan: i don't think so
Ryan: It might be in my email?
HazelACBL: That is right.
HazelACBL: You may want to check it.
HazelACBL: Let me check that on the account first.
HazelACBL: Thank you for providing your account information. Would you please verify the information I received is correct?
HazelACBL: Your account number is 42069, isnt it?

Ryan: Actually it says 36.99
Ryan: I found the email
HazelACBL: Did you sign up via chat?
Ryan: no
Ryan: My account number is 42069, yes.
HazelACBL: Did you sign it up over the phone?
Ryan: No
Ryan: Through a link online
HazelACBL: How did you sign up for the promotional rate please?
Ryan: "Order Summary: Performance Promo Total Monthly Fees: $ 36.99 Total One-Time Fees: $ 10.00"
HazelACBL: Oh I see.
HazelACBL: Did a live chat representative confirm the order?

Ryan: No
Ryan: I have not chatted with Comcast before this
HazelACBL: I am sorry to hear that.
HazelACBL: Please be reminded that once you signed up for a promotion online, that must be confirmed by our live sales representative to avoid this to happen in the future.
HazelACBL: By the end of this chat I am sure we will have resolved this issue together to your satisfaction.
HazelACBL: I will do my best to fix this.
HazelACBL: Would you please give me 2 minutes to access your account so I can provide you with the accurate information?

Ryan: go for it
Ryan: I have to leave it 15 minutes to go to work
HazelACBL: Our goal is to provide you with a consistently superior customer experience that’s our guarantee. We value your time with us and you may want to check about Comcast Customer Guarantee at your convenience while waiting. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customerguarantee.
user Ryan has left room

Ryan: I did not leave the room
HazelACBL: Thank you.
HazelACBL: Thank you for waiting.
HazelACBL: Thank you for your patience. Would you mind waiting for another 1 to 2 minutes?
HazelACBL: I need to exhaust all my tools on this.

Ryan: Haha sure
HazelACBL: Thank you.
HazelACBL: Thank you for waiting.
HazelACBL: I am sorry for the delay.
HazelACBL: I apologize, this is taking more time than usual. Would you mind waiting for a minute or two while I finish it? I would deeply appreciate it.

Ryan: Sure. I'll be back in a few to check on it.
HazelACBL: Thank you very much.
HazelACBL: Thank you for waiting.

Ryan: Yes, I need to leave very soon.
HazelACBL: I am reprocessing the offer now.
HazelACBL: Give me 2 more minutes please.
HazelACBL: I will make sure that this will go through.

Ryan: That's all I can give you.
HazelACBL: Thank you for waiting.
HazelACBL: I am all set.

Ryan: Ok
Ryan: All good then?
HazelACBL: I am pleased to inform you that the $36.99 per month for 12 months including your modem rental for $7.00 a month adjustment that were submitted on your behalf has been approved and applied to you account.
Ryan: Thank you!
HazelACBL: You should see the credit appear on your bill in the next 1 to 2 billing cycles. You can check the running balance after 24 hours online as well for your viewing.
HazelACBL: You are most welcome.
HazelACBL: Now that we've resolved your issue and reviewed the details, do you have any additional questions or concerns today?
Ryan: Will I get a new bill?
HazelACBL: You should be able to get the next bill with this adjustment that I made.
HazelACBL: I'm glad I had the opportunity to resolve your issue today. It is my goal to exceed your expectations.