This is a sequel to the previous posting. This time, I chatted with "Analyst Ronald Moreno". Enjoy.
Brad > I can't log in to my account. It says my email address isn't registered with any Comcast account. I also need a detailed description of my bill.
Ronald Moreno > Hello Brad_, Thank you for contacting Comcast Live Chat Support. My name is Ronald Moreno. Please give me one moment to review your information. How are you doing today?
Brad_ > Great, I guess. How are you?
Ronald Moreno > It is so nice to hear you feel good today. I am good as well. Thank you for asking. I see here that you have problem accessing your online account. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it. As your service representative today, 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. Let me pull up and review your account. May I have your complete account number please.
Brad_ > XXXX XX XXX XXXXXXX
Ronald Moreno > Thank you Brad. Let me check on our records. Please allow me two to three more minutes. While while waiting for your account to pull up, I will share you a feature of Comcast that you can truly benefit. Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it. Open a web browser window and go to http://www.comcast.com/. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Ronald Moreno > I see here that your account does not have online access yet. We will need to create a new online account for you. May I have your preferred email address that we can use as your username please.
Brad_ > I've had online access for 9 months. What happened?
Brad_ > bradgessell@gmail.com
Ronald Moreno > Thank you for that information. I will verify this for you Brad. Please allow me two to three more minutes. I believe the online account you mentioned earlier was set up for your old account. For your new account, we will need to create a new one. I will process this for you.One moment please.
Brad_ > I didn't know I had to create a new account. I thought I just renewed.
Ronald Moreno > I am sorry if you were not informed about it Brad. Don't worry, I will take care of this for you today.
Ronald Moreno > I have successfully processed your request. An email has been sent to bradgessell@gmail.com. The email contains a URL that you must click to complete the registration process. Thank you. You will have your new log ins after you have completed the process.
Brad_ > Thanks. Can you give me a breakdown of my bill? It's sitting in front of me with just an amount, but no details as to what I'm being charged for.
Ronald Moreno > I'll check on that for you. One moment please.
Ronald Moreno > These are the current service charges to your account: $52.92 for the starter cable package and $1.45 for SPP.
Brad_ > $52.92 is incorrect. When I signed up for the package last month, I made sure I was signed up for the $33 package once again. The analyst told me okay. I saved the transcript. Something like this happens all the time to me with Comcast.
Ronald Moreno > I indeed see here that you were previously given the $33.00/month for 9 months. The promotions was applied last 09/19/2009 so it has ended exactly 06/19/2010.
Brad_ > That's crap. Shouldn't I have been told that the promotion was going to end? I was under the impression that I would get the $33 plan for the entire year I was on this package.
Ronald Moreno > I am sorry if you were not aware of the promotion status Brad. I will check for other options for you. Please bear with me Brad. I will review your account further and see what I can do. Please allow me two to three more minutes.
Ronald Moreno > Thank you for patiently waiting.
Ronald Moreno > I am still working n this for you Brad.
Ronald Moreno > Please allow me two to three more minutes.
Ronald Moreno > Brad, I can not apply the same promotions to your account. I am still checking for other options for you. Please bear with me as I am always getting an error with our system as I apply several campaigns. Please allow me two to three more minutes.
Brad_ > Pamella(Thu May 6 17:34:04 MDT 2010)>
Brad, I have just checked our available promotions and we can sign you up for a 6-month package for our Digital Preferred cable service for only $39.99. I see here that you are currently paying $33 for your Starter package. Shall I sign you up for this now Brad?
Bradley_(Thu May 6 15:34:47 MDT 2010)>
Can I not keep it at $33 for another year?
Pamella(Thu May 6 17:35:42 MDT 2010)>
Well, yes you can Brad. I see here that you have our 9-month promo for the Starter package.
Bradley_(Thu May 6 15:36:37 MDT 2010)>
I would like to keep the $33 package.
Brad_ > That is the conversation I had with Pamella.
Ronald Moreno > Thank you for that additional information. Pamela stated that your promotions is for 9 months.
Ronald Moreno > Pamella(Thu May 6 17:35:42 MDT 2010)>
Well, yes you can Brad. I see here that you have our 9-month promo for the Starter package.
Ronald Moreno > However, she offered you the Digital Preferred cable service for only $39.99.
Brad_ > I said "Can I not keep it at $33 for ANOTHER YEAR?" and she said "Well, yes you can Brad." I don't want $39.99. I want $33.
Ronald Moreno > I totally understand your concern. I am a customer myself. I have actually found a new campaign for your new address. I see the same promotions for starter.
Brad_ > I'm sorry to hear that you're a customer. If there was another option for me here in Logan, I would jump on it.
Ronald Moreno > I can apply the $33.00/month for 6 months to your starter package now.
Brad_ > I want it for a year.
Ronald Moreno > This will be effective today and will end exactly 6 months from now. As much as I would want to but that is the available campaign in your area. Anyways, you are privileged to have the said promotions for 9 months already and you now have a 6 months extension so that is more than a year. Would you like me to go ahead and process this change now to your account?
Brad_ > No. I want it for a year from May 12 when I got the cable installed. I was told that that is what I would get. I had the $33 a month for those 9 months, and I was told by "Analyst Pamella" that it would continue for another year. Not once did anybody inform me that the price would increase.
Ronald Moreno > I am sorry Brad. I am afraid that is impossible. The promotions was from your old account.
Brad_ > Are you kidding me? So one of your employees lies to me, and then you screw the customer? Sounds like a great business plan.
Ronald Moreno > You have moved to your new address with the same services and the same rate was applied.
Brad_ > No, the same rate was not applied. Otherwise I would be paying $33 a month. Not $52.
Ronald Moreno > I totally understand Brad. The promotions was only for 9 months. It has ended already last 06/16/2010 since it was applied to your old account on 09/16/2009. I found the same rate promotions offered in your area. This is for 6 months and I would like to apply this to your account. This is the only promotions our system will process. Would you like me to apply this to your account now?
Brad_ > Then you're going to have to override the system or something. Because then you're ripping me off of nearly $20 a month for six months. I don't want that. Am I going to have to drive an hour and a half to Layton to speak with somebody in person?
Ronald Moreno > This is what we are going to do Brad. I will apply this promotions to your account now since this is the only promotions our system can process. You have two options then. After 6 months and your promotions will expire, you can call or chat us back to check for available campaigns. We can not assure to give you the same promotions though. You can also visit the nearest local office in your area during business hours so you can request that a 1 year promotions will be given to you.
Brad_ > And by the way, apparently my promotion hasn't ended yet. It isn't June 16, 2010.
Ronald Moreno > How does that sound to you?
Brad_ > Terrible, actually.
Ronald Moreno > Yes. That is correct Brad. However, your current bill is for the 06/12 to 0711 billing cycle. Since we bill a month in advance.
Brad_ > It looks like I'll be making a trip tomorrow to the "local" Comcast office. How do you like your comcast service, Ronald Moreno?
Ronald Moreno >I feel good on my services Brad. I make sure I have reviewed all my agreements since I process it at the local office. I am sorry if your account was not cleared to you. I will make a report on this so you have a reference. Please do visit the nearest local office for you so you can request to update your account. For now, would you like me to apply the promotions I mentioned? Anyways, you can request for it to be updated at the local office or you can request to check for available campaigns once it has ended.
Brad_ > I don't care, at this point. If you were me, and you saw what Pamella typed, would you not be under the impression it would be for $33 a month for an entire year? If only I could have a satellite dish...
Ronald Moreno > I understand that Brad. This is a miscommunications. In behalf of Comcast, we do apologize for this. No worries Brad, this will be straighten out soon. Please do visit the nearest local office to have your account updated. For now, I will process the extension of your promotions.
Brad_ > "This will be straightened out soon." Is that a promise just like Pamella gave me?
Ronald Moreno > Brad, I have made the neccessaruy notations to your account. I am bout to apply the said promotions as well. Visiting the nearest local office in your area will be your last option if you want to request and honor what Pamela said.
Brad_ > Is the "local office" going to be able to do anything more than you could?
Ronald Moreno > Yes. That is correct Brad. I am only basing these transactions on my tools and what is the available campaign for you.
Brad_ > Well that's kind of you. Where is the nearest office to me? Is it in Layton?
Ronald Moreno > I will verify that for you Brad. One moment please.
Ronald Moreno > Yes. That is the nearest local office for you. Center Name: Layton
Address: 752 N Marshall Way Layton UT 84041 Phone Number: 801-444-4824
Hours: Monday-Friday 8 a.m.-6 p.m. / Saturday 9 a.m.-5 p.m. /Closed Sunday
Brad_ > Oh good. I now get to spend my Saturday driving and discussing things with Comcast analysts.
Brad_ > No need to respond to that, Ronald Moreno. We have nothing more to discuss.
Ronald Moreno > Thank you Brad.