Trina vs Comcast: I WANT TO BUY YOUR CABLE!

Note: this post has nothing to do with eating plants 🙂

Perhaps you’ve heard the horror stories of terrible customer service from Comcast.  Two notable ones are the guy who couldn’t cancel his service or the customer who had his name changed to “A**hole Brown” on his Comcast statement.  This week I had my own special interaction with Comcast, and I wanted to share the maddening hilarity that I experienced.

The Situation

Late on Friday afternoon, I decided to bite the bullet and get cable.  My AT&T internet bill had spiked, and I thought perhaps I could get a good deal now if I decide to do a cable and internet bundle.  Fortuitously enough, Comcast had mailed a flyer with a great deal on a cable + internet package including HBO – this is a major win leading up to Game of Thrones season!

Since I have AT&T internet already set up, I had a few questions about how this would all work (can I use AT&T’s equipment, do I need to cancel them first, etc.), so I wanted to talk to a Comcast sales rep.  I called the number on the flyer, entered in my zip, my phone number…did all that a second time…then the call dropped.  Tried again, entered in a lot of numbers, same result.  I tried a number on their website, same numbers needed to be entered…three times…and then the call dropped.  I felt like I was losing my mind!

At this point I tried to start a chat with a help person at Comcast.  I’m very frustrated…because I want their cable…  Below is the resulting conversation.  The poor people on the chat line who had to deal with me, but come on…  Keep in mind: I WANT TO BUY THEIR CABLE!  Not cancel, but BUY!

Note: For those of you who are not Chicago folks, RCN is a local cable company.  Unfortunately, my building isn’t wired for them, so that was a no go.  Also, I got rid of the Comcast people’s names.

The chat – enjoy!

user Trina has entered room
analyst 1 has entered room
 

Comcast Rep 1: Hello Trina_, Thank you for contacting Comcast Live Chat Support. My name is Rep 1. Please give me one moment to review your information.

Trina_: My Issue: I CAN’T REACH A SALES REP ON THE PHONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THE TWO 800 NUMBERS I’VE TRIED JUST END – I CAN’T GET ON THE PHONE WITH A HUMAN AT COMCAST! I was going to sign up for cable but this is ridiculuous.

Comcast Rep 1: It’s a beautiful day! I am looking forward to providing you with an excellent service today!

Comcast Rep 1: Hi, Trina. I really apologized for the long wait.

Trina_: It’s not a wait – I can’t get through via the phone. The call always ends.

Trina_: i just want to talk to someone about cable

Comcast Rep 1: I personally apologized for that.

Trina_: Can i have a number to talk to a sales rep about cable?

Comcast Rep 1:  I understand that you want to take advantages of our Cable services, correct?

Trina_: Yes, I’d like to do cable and internet.

Trina_: I have cable now through AT&T but I’d like to switch to comcast

Trina_: I want to know about how that transfer would work

Trina_I want to know what equipment I need for internet, and if I can use the modem provided by AT&T

Comcast Rep 1:  I understand that you still don’t have an Comcast account yet, correct?

Trina_: No!

Trina_: I have AT&T wireless internet and NO CABLE.

Trina_: Can I speak with sales rep?

Comcast Rep 1: Let me connect you with our Sales team. They have access to the most current promotional offers in your area and can assist you with getting the best option based on your needs. Thank you for choosing Comcast as your entertainment provider.

Trina_: This is making me think that RCN is a much better option

Trina_: How? via phone?

Comcast Rep 1: I connect this chat to our Sales team.

Comcast Rep 1: Shall I go ahead and connect you now?

Trina_: yes, please

Trina_: but i’d prefer a phone call

Trina_: RCN has a phone number for people interested in their cable. I’m going to try and it see if I can talk to a human.

Trina_: I’m already on the phone with an RCN sales rep!

Comcast Rep 1:  Awesome!

Comcast Rep 1: Glad to know that, Trina.

Trina_: If someone from comcast could call me, i will speak with them

Trina_: that’s all i’m asking for

Trina_: I tried two 800 numbers and both were dead ends

Comcast Rep 1: Here is the Comcast Hotline number 1-888-739-1379

Comcast Rep 1: Were you able to call the number I have provided?

Trina_: NO

Trina_: I”m still pushing numbers

Trina_: why can’t i get to a person?

Trina_: I just want to talk to a human

Trina_: I have pushed the same numbers 3 times

Trina_: NOW THE CALL JUST DROPPED

Trina_: I’m beyond frustrated at this point

Trina_: i have full phone service – so it’s not my phone!

Comcast Rep 1: I apologized for the long because there is a huge number of customer who is calling.

Trina_: But it’s not even putting me on HOLD!

Trina_: It just drops

Trina_: and i had to push a lot of numbers over and over again!

Comcast Rep 1: I would suggest to connect you to our Sales team can definitely help you with this so that you have a Internet and Cable in a timely manner.

Trina_: PLEASE GET ME IN TOUCH WITH A PERSON

Trina_: FROM SALES

Comcast Rep 1: Shall I go ahead and connect you to our Sales team?

Trina_: yes

Trina_: this is taking 4 times as long as i had intended

Comcast Rep 1: Great! Please stay online while I connect you to our Sales team.

Comcast Rep 1: Please wait, while the problem is escalated to another analyst

Waiting for response from Rep 1
 

Trina_: My Issue: I CAN’T REACH A SALES REP ON THE PHONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THE TWO 800 NUMBERS I’VE TRIED JUST END – I CAN’T GET ON THE PHONE WITH A HUMAN AT COMCAST! I was going to sign up for cable but this is ridiculuous.

user Trina has entered room
analyst 2 has entered room
 

Comcast Rep 2: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. Will that be okay?

Comcast Rep 2: Thank you for patiently waiting. I hope you are doing great today!

Comcast Rep 2: Based on your conversation with the previous representative I understood that you want to set new account with us , Am I correct ?

Trina_: Yes

Comcast Rep 2: Thank you for the confirmation.

Comcast Rep 2: I will be more than happy to check the information for you, Trina. You’ve certainly reached the right department! Please be assured I will do my best to help you with your concern.

Comcast Rep 2: Let me start by verifying the serviceability of your address; then I’ll be asking you a few questions to make sure we get you the best deal.

Comcast Rep 2: After I complete your order, we will go over all of the charges and the installation process to make sure you don’t have any questions.Will this be ok?

Trina_: I have some very specific questions of my own

Comcast Rep 2: Yes , How may I help you ?

Trina_: My address is 1234 Chicago Street, 55555

Trina_: I currently have AT&T internet.

Comcast Rep 2: Thank you for providing that information.

Trina_: Can I use the same equipment? They made me buy a modem from them.

Comcast Rep 2: Trina, I would like to inform you that if you have your own modem you can use it

Comcast Rep 2: However you can take it from Comcast on lease .

Comcast Rep 2: May I know what kind of packages or services would you be interested in today?

Trina_: I have an AT&T modem that cost extra $$ from them.

Trina_: I would like to speak on the phone – could we talk?

Trina_: My number is 555-555-1234.

Trina_: Please call.

Comcast Rep 2: Thank you for providing that information.

Comcast Rep 2: Okay , I will arrange a call back from our Supervisor .

Trina_: thank you

Comcast Rep 2: You will get a call with in one hour .

Comcast Rep 2: will that fine for you ?

Trina_: yes

Comcast Rep 2: Thank you.

Trina_: I just am so frustrated with the hotline

Comcast Rep 2: Is there anything else I can help you with today?

Trina_: It drops my call every time

Comcast Rep 2: I understand.

Trina_: Please tell them to look into the hotline

Comcast Rep 2: and I really apologize for the inconvenience.

Trina_: someone who wants your services should be able to get in touch with someone or at the very least be put on hold!

Comcast Rep 2: I complete understand your point .

Comcast Rep 2: and we are really sorry for that .

Trina_: That’s it.

Trina_: Thank you for telling someone to call me

Trina_: Sorry you had to deal with my frustrations

Trina_: and my apologies to the other rep

Comcast Rep 2: No problem .

Comcast Rep 2: I can understand .

Comcast Rep 2: If you need assistance in the future, please do not hesitate to chat with us at your convenience. We are available 24 hours a day, 7 days a week. Comcast also offers great FAQ and Help forums located at click here to help you solve many issues on your own.

Trina_: Yes, but not for sales

Comcast Rep 2: Good Bye, Take Care of yourself.

Trina_: You too

Comcast Rep 2: Stay Safe !!

Comcast Rep 2: Thank you.

 THE END

The Happy Ending: I called AT&T, was put on hold for 50 minutes, eventually talked to a real human, he connected me with a good Direct TV package which included HBO (they are linked to AT&T), and I was able to get it installed within two days.

Did Comcast ever call me? NO. Am I laughing about this now? YES!

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