- CHAT ID: 7253F872-52DB-4588-9E70-4A45858E2374
- Problem: Help! I don’t even know where to begin! I have too many comcast accounts and bills are going unpaid.
- GLEN_ > My Issue: Help! I don’t even know where to begin! I have too many comcast accounts and bills are going unpaid.
- Jan > Hello GLEN_, Thank you for contacting Comcast Live Chat Support. My name is Jan. Please give me one moment to review your information.
- Jan > Good day! You have reached the BIlling Department.
- GLEN_ > I also have an account ***********************
- GLEN_ > I have too much money but for some reason my bills aren’t all autopaying.
- GLEN_ > I don’t pay bills, people do that for me.
- Jan > I understand that you clarification regarding your autopay.
- GLEN_ > I hate late fees and other balognie when it isn’t my fault.
- Jan > I myself would like to make sure that my autopay is working perfectly. Rest assure that I will do my best to help you today.
- GLEN_ > I realize your back-end processes at Comcast aren’t advanced enough to catch this problem before it is an actual issue and program around it to name match or social security match.
- GLEN_ > But, realistically, if they were, people would complain less.
- Jan > Thank you for using your Cocmast login for this chat. Kindly give me 2-3 minutes to pull up your account.
- GLEN_ > And then more people would speak positively of comcast and how great it is to work with them.
- GLEN_ > You see, the problem is not the customer.
- GLEN_ > The problem is that it is all about profits, and that making money is all about paying people less than they give you in return.
- Jan > I understand your frustration, I myself would not be happy if I am being over charged.
- GLEN_ > I can assure you that it works better when you only work in deals with people where they feel that they are getting the best of you and you win too.
- Jan > Glen, thank you for patiently waiting.
- GLEN_ > this is serious.
- GLEN_ > Comcast just called me.
- GLEN_ > They wanted to review a call where the service person hung up on me.
- GLEN_ > They wanted me to confirm that by pressing number 1 I am who I am.
- GLEN_ > I kept pressing number one and apparently it could not hear me.
- GLEN_ > So, they hung up on me again after calling me and this was to review the quality of the first call.
- Jan > Oh. I apologize for the rudeness of my fellow employee.
- GLEN_ > That is the wrong way to put it on your end.
- GLEN_ > If you are confused, ask a co-worker why what you just said was not the best way to say it.
- GLEN_ > Anyway, moving forward.
- Jan > I have checked your ************************account and found out that it is not enrolled in auto pay.
- GLEN_ > I am having more problems resolving the problem than the problem itself, except that the problem is one of recurring nature so I am going to need to have you solve it for me because I do not have access to your systems. If I had access to your systems I could merge the two accounts or I could cancel one of them, cancel the one in DC, and make the other one autopay.
- GLEN_ > I live in Florida now.
- GLEN_ > I do not live in DC.
- GLEN_ > I will never go back to DC.
- Jan > Kindly give me another 2-3 minutes to pull up your other account.
- GLEN_ > Is this a problem you can solve? Or do you suggest I try to call in so that I can get hung up on again and then called back for a review that I cannot complete?
- GLEN_ > I believe in you.
- GLEN_ > I believe in what you say.
- Jan > I’ll try my best to help you today, Glen.
- GLEN_ > Whatever you say I’ll do.
- Jan > Thank you Glen.
- GLEN_ > There is a song I’m jamming to now, Problem by Ariana Grande, Iggy Azalea. I feel like it applies to both of us in this situation.
- GLEN_ > Since you’re actually helping me so far, assuming that this chat doesn’t disconnect, send me your address if you want me to send you this book I just wrote: http://www.amazon.com/Act-As-If-Question-Everything/dp/1482796562/ref=sr_1_13?ie=UTF8&qid=1398301365&sr=8-13&keywords=g+richard+bradford
- Jan > How does the song goes, I’m not familiar with it.
- Jan > Thank you for patiently waiting.
- Jan > I have your other account pulled up.
- GLEN_ > “Problem” (feat. Iggy Azalea) [Iggy:] Uh huh! It’s Iggy Iggs! I got one more problem with you girl One less one less! Problem [Ariana Grande:] Hey baby even though I hate ya! I wanna love ya I want you! And even though I can’t forgive you I really want ta I want you! Tell me, tell me baby Why can’t you leave me? Cause even though I shouldn’t want it I gotta have it I want you! Head in the clouds Got no weight on my shoulders I should be wiser And realize that I’ve got [Big Sean:] One less problem without ya! I got! One less problem without ya! I got! One less problem without ya! [Ariana Grande:] I got one less, one less problem [Big Sean:] One less problem without ya I got! One less problem without ya! I got! One less problem without ya! [Ariana Grande:] I got one less, one less problem [Ariana Grande:] I know you’re never gonna wake up I gotta give up But it’s you! I know I shouldn’t ever call back Or let you come back But it’s you! Every time you touch me And say you love me I
- Jan > Would you like for the **********************to be enrolled to autopay as well?
- GLEN_ > enroll them both and fix it yes
- Jan > I will send a link for you to enter your credit card details. So that I can enroll your account to auto pay.
- Jan > We have generated a one time use web page for you to submit your credit card details. This is a secure web page where you can submit your credit card details. Please click the following link or copy and paste it in your browser to submit your credit card details. https://www.comcastsupport.com/sdcxuser/lachat/user/comcast_cc_info_submit.asp?cmd=get&room=7253f872-52db-4588-9e70-4a45858e2374 Please remember that clicking on the link will utilize the one time web page and can not be reused.
- GLEN_ > –Customer has submitted credit card info–
- Jan > Thank you for providing that information.
- GLEN_ > You mean you can do that but you can’t match up my accounts automatically and merge them?
- GLEN_ > You guys should consider hiring people like me who know what to do to make your lives easier, that’s scary, because this whole process is not necessary and it is clear that you have the technology required to solve these problems before they happen, but yet you don’t.
- GLEN_ > I’d like to see this conversation sent to the CEO.
- GLEN_ > So, if you don’t send it, I will, and I’m sure that you’d rather be the person doing it, I think you’re doing a great job.
- Jan > Let me see what we can do to have your account linked.
- GLEN_ > You should probably be promoted and put in charge of a team of programmers with a few project managers.
- GLEN_ > Is this something you’ve talked with people about over there? You should, but make sure you spend your time wisely speaking with people who will help you make a difference.
- Jan > Glen, for security purposes may I ask the last 4 digits of your SSN that is listed on the ****************account.
- GLEN_ > ****
- GLEN_ > That is the point Jan!
- GLEN_ > You have my social security number.
- Jan > Thank you for providing that information.
- GLEN_ > How come you can’t match up accounts based on SSN? You can do it with an anonymous lookup for duplicates.
- GLEN_ > I’m just saying, you’ve probably dealt with enough calls to know what needs to be done.
- Jan > I’ll processing your auto pay then will see what we can do to link your accounts.
- GLEN_ > Fantastic. No corrections required as long as I can understand you.
- Jan > Thank you for patiently waiting.
- GLEN_ > It is my strongsuit.
- GLEN_ > I can outlast, and so I do when it counts.
- Jan > I have enrolled your ************account to auto pay.It would take effect 30-45days after enrollment to take effect.
- GLEN_ > Ok, can we cancel service to the DC address?
- Jan > For cancellation of service I suggest that you call our Retention’s Department at 1-800-934-6489
- GLEN_ > Ok, you can’t cancel for me? Why?
- Jan > Glen, unfortunately we cannot cancel services through chat.
- GLEN_ > Can you have them call me so that I can confirm cancellation of the account in DC? I don’t know that account number so when I call how am I supposed to know which to cancel, etc.
- GLEN_ > Here is a link to the video of this conversation so far. http://youtu.be/hENzLUuBD74
- GLEN_ > Tell your CEO that the goal should be to see your entire company as one person at a one person company having a conversation with one customer at a time.
- Jan > I apologize for the delay.
- Jan > I was looking for options on how to make it easier for you to cancel your account.
- GLEN_ > When Comcast is able to act like they are one person helping one person at a time they will be the best, and you’re the person to take the lead and help them out. Are you hearing what I am saying? I’m telling you that this is what you need to do, you will make millions, if you need help, I will gladly guide you along the way.
- Jan > What I can do for you right now is to take note of the account that you would like to cancel.
- GLEN_ > Yeah, and call that department or send them an email to call me
- Jan > So that when you call our Retentions Department, you would have an easier time with them.
- GLEN_ > Or show them the video and use that as proof that I want to cancel.
- GLEN_ > I’m just saying, these are things that comcast can solve internally. The problem with comcast is you make your customers solve their own problems. Solve them for us.
- GLEN_ > I’m going to take this viral, and you’re going to lead the change, get ready for a promotion.
- Jan > As convenient as that would be we do not have access to external links that you have provided me.
- GLEN_ > That is another thing that you should have access to to do your job better.
- GLEN_ > You can’t help yourself solve your own problems, less other people’s problems if you are being restrictive of things that you need in order to help people better.
- GLEN_ > See, you know all of this.
- GLEN_ > This is why you deserve to be promoted, because trust me the people above you have no idea or they’d be doing it themselves.
- Jan > We do not have access to external links to protect your personal information Glen and other Comcast customer’s as well.
- Jan > Today we enrolled your ************** account to auto pay.
- Jan > Is there anything else I can help you with?
- GLEN_ > You’re telling me, remember?
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Jan: Is there anything else Glen?
GLEN_: Is there?
Jan: Do you have other concerns?
GLEN_: Yes, I have concerns of the going and not going variety. A going concern that I have is that I still have service in DC. I have many other going concerns.
Jan: Well for your service in DC to be cancelled I really do suggest is for you to call our Retentions Department.
GLEN_: This is what I am suggesting for you, do you understand? That is where you start making things better.
GLEN_: This is the path to promotion.
Jan: I would definitely take note of your suggestion and have it passed to my superior’s. However for the time being, for you to have your service cancelled you would need to call our Retention’s Department.
GLEN_: Do you want to have more time and money than you know what to do with? You know what to do. I have told you just the start. I can show you the entire way if you’d like. 360-339-4711 but you have to take the first step and actually execute this. I’ll tell you what to do next only on completion.
GLEN_: I’m sorry, but I can’t spend more time on this, my driver is coming to pick me up at 3pm and I have to get ready to stand outside and wait.
- Jan: Thank you for contacting Comcast! We appreciate your business!
