user Ribhard has entered room
(Sun Dec 13 11:38:56 MST 2009)>Ask Comcast Escalation
analyst Kathreen has entered room
Kathreen(Sun Dec 13 11:39:05 MST 2009)>Hello Ribhard, , Thank you for contacting Comcast Live Chat Support. My name is Kathreen. Please give me one moment to review your information. It is actually my break time, but I will take a moment to assist you with whatever issue you might have today. (my notes show you email pretty regularly so I am guessing we are not going to be able to help you..but what the hell......How can I assist you today?
Ribhard(Sun Dec 13 09:39:56 MST 2009)>i got my comcast bill on line and the charge for DVR service is $9.95....it is supposed to be $5.99 for one year.
Kathreen(Sun Dec 13 11:40:06 MST 2009)>Let me go ahead and help you with that…yea that’s the ticket………………
Kathreen(Sun Dec 13 11:40:07 MST 2009)>So we can assure protection to your account, I will need you to provide me the following account information for security verification: Account holder's name, Service Address and the account number, mothers maiden name, at least two credit cards numbers with pin codes, your bank account and pin code, any ATM cards you have, and a note from you spouse, parent, or case worker. If you do not have the account number, you can provide me the last nine digits of the account holder's and spouse's Socials or the last payment amount and the date of payment to 6 finance companies.
Ribhard: ..Kathreen..Kathreen..Kathreen….I am guessing you have all of that on your screen by now..so let’s just cut to the chase…OK?
Kathreen(Sun Dec 13 11:41:06 MST 2009)>Thank you for that lack of information…
Kathreen(Sun Dec 13 11:41:08 MST 2009)>what I am going to now is pull up your account, take the rest of my break, and then I will search for your concern in your account and explained why we are not going to help you with this particular problem…today, tomorrow or any other time…….. Please give me about 45 minutes minutes for this review.
Ribhard(Sun Dec 13 09:41:33 MST 2009)>thanks
Kathreen(Sun Dec 13 11:42:06 MST 2009)>You are most welcome.
Kathreen(Sun Dec 13 11:42:07 MST 2009)>I already pull up your account, I am now looking in your concern.
Kathreen(Sun Dec 13 11:42:16 MST 2009)>I see here 9.95 charge for the DVr
Kathreen(Sun Dec 13 11:42:45 MST 2009)>May I ask where and when you had the fantasy that was the 5.95 offered?
Kathreen(Sun Dec 13 11:42:58 MST 2009)>I apologize but we do not have 5.95 for the DVr promotion
Ribhard(Sun Dec 13 09:45:12 MST 2009)>When I moved from my apt to this location I talked to comcast about continuing services at the new location: COmcast said I would get the same service transfered for my $114 a month cost for one year. They said I would need to pay $75 to have the instalations done at the new place. I asked about a DVR and they said it would be $5.95 per month for the first one and $5.95 for another if I elected to have a second one...I elected just one dvr.
Kathreen(Sun Dec 13 11:46:14 MST 2009)>Thank you for that information…Oh that is most helpful….Yes Yes YES…oh GOD YES!!!!
Kathreen(Sun Dec 13 11:46:28 MST 2009)>Ok…Now was this offered online to the best of your recollection?
Ribhard(Sun Dec 13 09:47:16 MST 2009)>I just talked to a service representative.
Kathreen(Sun Dec 13 11:47:29 MST 2009)>Oh you mean in the phone?
Ribhard(Sun Dec 13 09:48:02 MST 2009)> "In" the phone? do you mean did i crawl in the phone and talk directly to the little person inside my phone? ..... no I mentally mind melded with the Comcast rep….how else would I talk to one of you yahoo’s? do you make house calls now to discuss billing errors? Do we meet for cookies and coffee at starbucks?
Yes it was via a genuine telephone...do you need brand name and serial number?
Kathreen(Sun Dec 13 11:48:09 MST 2009)>Please give me twenty two minutes for this.
Kathreen(Sun Dec 13 11:48:18 MST 2009)>Let me check further on the account, my dry cleaning, BFF, and my dr’s appointment…I will be back.
Kathreen(Sun Dec 13 11:48:19 MST 2009)>Please give me just another two minutes for this.
Ribhard(Sun Dec 13 09:48:54 MST 2009)>ok thanks
Kathreen(Sun Dec 13 11:48:58 MST 2009)>You are most welcome.
Ribhard : and you are most kind.
Kathreen(Sun Dec 13 11:51:04 MST 2009)>Thank you for waiting.
Ribhard: and thank you for searching and being so interested in my problem.
Kathreen(Sun Dec 13 11:51:28 MST 2009)>As I check further the 5.95 is not available in our system or the solar system as far as I can tell.
Ribhard(Sun Dec 13 09:53:07 MST 2009)>$5.95 is the price I was told. JImmy Jack at comcast told me to come pick up the dvr unit downtown and there would be no additional installation or monthly charges
Kathreen(Sun Dec 13 11:53:07 MST 2009)>I am really sorry for this but it does not concern me so much as to correct this mistake. .
Kathreen(Sun Dec 13 11:53:37 MST 2009)>I would suggest that you call us. since the 5.95 was offered by phone
Ribhard: Do you mean using a telephone? call you in the pbone?
Kathreen(Sun Dec 13 11:53:46 MST 2009)>the 5.95 is not available online
Ribhard(Sun Dec 13 09:55:04 MST 2009)>The problem with calling Comcast is exactly what happened here...your phone rep says one thing and then the bill shows something else.
Kathreen(Sun Dec 13 11:55:54 MST 2009)>I am really sorry for this . but as much as I can do somethimes I really cannot get the 5.95 dvr you are referring to, dreaming up or outright lying about.
Kathreen(Sun Dec 13 11:56:22 MST 2009)>for the inconvenience I applied 10.00 credit for the inconvenience I hope this is not too much of an inconvience.
Ribhard(Sun Dec 13 09:56:51 MST 2009)>thanks. I will call in the phone and argue with them some more
Kathreen(Sun Dec 13 11:57:03 MST 2009)>I will make sure to take note of this for you and anyone else that deals with you .....jackass.
Kathreen(Sun Dec 13 11:57:03 MST 2009)>I really appreciate your patience and cooperation.
Ribhard: yea it was fun for me too.
Kathreen(Sun Dec 13 11:57:04 MST 2009)>Do you have other issues or concerns that I can help you today? I will be glad to assist you further.
Ribhard(Sun Dec 13 09:58:53 MST 2009)>just for the record..what does a second dvr cost?
Kathreen(Sun Dec 13 11:59:02 MST 2009)>let me see
Kathreen(Sun Dec 13 12:00:01 MST 2009)>15.90 per month for you my freind!!!
Ribhard(Sun Dec 13 10:01:21 MST 2009)>so its 10.95 for the first one and then another $15.90 a month for the second one? a total of $26....for two dvr's?
Kathreen(Sun Dec 13 12:01:27 MST 2009)>yes..you are really quick on arithmetic ..maybe you ought to write this amount down this time jackass
Ribhard(Sun Dec 13 10:02:39 MST 2009)>thanks have a good day
Kathreen(Sun Dec 13 12:02:44 MST 2009)>You are most welcome.
Kathreen(Sun Dec 13 12:02:45 MST 2009)>It's been my pleasure to have assisted you today. I am happy you contacted Comcast today and especially me..I hope I get the opportunity to assist your sorry ass again. I have your name and addresss on my desk now.
Kathreen(Sun Dec 13 12:02:55 MST 2009)>Do you want to watch full TV shows amd movies online? Go to Direct TV and deal with them..and forget Comast ok?
Kathreen(Sun Dec 13 12:02:56 MST 2009)>Thank you for choosing Comcast as your cable 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 http://www.comcastsupport.com/chatwithus/userchatstartcom.asp. To close this chat, please click the "End Session Button" at the top of your chat window.
But please don’t call on a Sunday..cause that is the day I work.
Kathreen(Sun Dec 13 12:03:10 MST 2009)>Analyst has closed chat slammed the door and left room in a huff.
