I have been trying for the last 2 hours to get help through the online chat. I have enclosed my 3 attempts so far to get connected to the Sales Department. It looks like my first attempt had a second CSR pick up the chat about an hour after the first one had left it and I did not check it again before that CSR decided I had abandoned the chat and closed it.
Attempt #1
analyst Janice has entered room
Janice: Hello John, Thank you for contacting Comcast Live Chat Support. My name is Janice. Please give me one moment to review your information.
John: My Issue: I was told by the representative on the phone that I could view online deals at the webpage. When I tried to view this page and sign in with my phone number and last 4 of social, it said I was not the primary account holder and I am.
Janice: I appreciate you taking time to chat with us. How are you doing today?
John: you don't want to know. can you tell me how to ensure that xxx-xxx-xxxx is the primary phone number on my account?
Janice: Thank you for bringing this to our attention.
Janice: I will open your account so we can see what is going on.
Janice: Since you have provided the information needed on our security form prior to this chat session, just for additional security verification, may you verify the city and state of your full service address and the last four digits of the account holder's ssn please?
John:
Janice: Thank you for giving those information. Please allow me 2 minutes of your time to continue verify the account. Is that okay with you?
John: go ahead and verify
Janice: Thank you.
Janice: While I'm pulling up your account information, let me share with you this information that we really come in handy during simple cable problems that you might encounter. Please visit comcast.com and type in your issue on the search box to get the answers, or you can go to the blue Customers tab and click on FAQs or just click on the link Ask Comcast.
Janice: Thank you so much for waiting. I have here your account with me now.
John: is my phone number correct?
Janice: The number xxx-xxx-xxxx is the same number registered on the account John.
Janice: My apologies for the inconvenience that this has caused you John however, there are times that the system online does not recognize this information.
Janice: We are still working on this matter.
John: what are my options?
John: https://www.comcast.com/localization/localize.cspx?Referer=%2fshop%2fbuyflow2%2fproductsexisting.cspx
John: is that the right location?
Janice: Yes it is.
John: back to the first question then. what are my options?
Janice: Since you are interested in knowing your options to manage your account, I will be connecting you to our Sales Department so they can discuss it further for you. Also, please take note that eligibility for the promotion will be considered.
John: ok
Janice: Will that be fine with you?
John: yes
Janice: Great!
Janice: Please wait, while the problem is escalated to another analyst
analyst Janice has left room
analyst Aljeane has entered room
John: My Issue: I was told by the representative on the phone that I could view online deals at the webpage. When I tried to view this page and sign in with my phone number and last 4 of social, it said I was not the primary account holder and I am.
Aljeane: Thank you for choosing Comcast! You are routed to the Order Entry Team. You can call me AJ. Please give me 2 minutes to review the transcript from the previous interaction. Thank you.
Aljeane: Thanks for giving me enough time to review the previous transcript. I am more than happy to help you with your concerns today. How are you doing so far?
Aljeane: I want to ensure your issue is addressed. Are you still with me?
Aljeane: You are a very important customer and it appears you have left the chat. To ensure we provide the best support possible, I will close this window now and ask you to initiate a new session. You may begin a new session by clicking on this link: http://www.comcastsupport.com/videochat. Please do not hesitate to contact us through 1-800-XFINITY or Live Chat available 24 hours a day, 7 days a week.
The chat session has been closed
Aljeane: Analyst has closed chat and left the room
Attempt #2
John: My Issue: I was told I was being connected to the Sales Department on my other chat. Is this the sales department?
analyst Cristy has entered room
Cristy: Hello John, Thank you for contacting Comcast Live Chat Support. My name is Cristy. Please give me one moment to review your information.
Cristy: You have reached the Billing Department.
Cristy: May I ask the reason that you will be connected to Sales Department please?
John: I was trying to view this page and it tells me that i am not the primary account holder which i verified in my other chat with Janice. She said she was transferring me to billing and left the chat. that was 20 minutes ago
John: https://www.comcast.com/localization/localize.cspx?Referer=%2fshop%2fbuyflow2%2fproductsexisting.cspx
John: Janice said that this sometimes happens and they are working to correct this issue and that my only options were to talk to the Billing Department. I was told while on the phone earlier tonight that I could view online deals from the website
Cristy: Is there any error message on your end?
John: yes. it says that I am not the primary account holder and only that person can access that page
Cristy: You have reached the Billing Department and basing on the error message you go I need to transfer our chat to the Technical Support Department. To further work on it and to provide resolution.
Cristy: Are there any billing issues that I can address before I transfer this chat?
John: hold on. the Tech Support said i need to talk to the Sales Department. How do I reach them?
John: John: back to the first question then. what are my options? Janice: Since you are interested in knowing your options to manage your account, I will be connecting you to our Sales Department so they can discuss it further for you. Also, please take note that eligibility for the promotion will be considered.
Cristy: Thank you for contacting Comcast Chat Support. Please stay online and connected while I transfer your chat.
John: you didn't answer my question. i'm still waiting on my last transfer. How do I start a chat with the sales department?
Cristy: Please stay online and connected while I transfer your chat.
Cristy: Please wait, while the problem is escalated to another analyst
analyst Cristy has left room
Attempt #3
John: My Issue: 3rd attempt to get connected to the Sales Department. Both previous technicians have left the chat claiming my chat was being escalated to the Sales Department.
analyst Debby has entered room
Debby: Hello John, Thank you for contacting Comcast Live Chat Support. My name is Debby. Please give me one moment to review your information.
Debby: Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer guarantee
Debby: Hello there, John! My pleasure to have you on this chat! Please allow me to assist you with your concern for today. How are you doing?
Debby: Are we still connected, John?
John: yes. sorry. was on the phone
Debby: No problem, John
John: is this the Sales Department?
Debby: No John, this is Billing.
Debby: But I can connect you to them, if you like.
John: can you please get someone in the room before you disconnect? i see that the first chat window had someone connect almost an hour after the first csr had left the chat and she closed the chat b/c i did not respond in a quick enough manner
Debby: No problem, John.
Debby: Would you like me to connect you to them?
John: yes
Debby: No worries I won't disconnect until I connect you to them.
Debby: Alright.
John: thank you
Debby: You are most welcome.
Debby: Do you have any other billing issues before I transfer you to them?
John: no
Debby: Great!
Debby: Please stay connected as I transfer you to them.
Debby: Thanks for making me a part of your Comcast Experience and I am happy to end this chat resolved with no additional steps needed.
Debby: If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline 1-800-COMCAST (1-800-266-227. Don't forget, you can watch full TV shows and movies online, check out www.xfinitytv.com for more information. Thank you for contacting Comcast! We appreciate your business!
John: please stay connected until they enter the room. it sounds like you are wrapping up this session
Debby: Please wait, while the problem is escalated to another analyst
analyst Debby has left room
I don't know if anyone can provide any assistance with this issue or not. If not, this will just be another post complaining about the customer service.
John