Encryption is hitting our local market - farewell to ClearQAM. I just have basic extended cable (analog!) and what was the 16/2 and is now the 20/2 Mbsps internet. It suited me well, especially with the rebroadcast HD local channels, but the cost of the TV side kept going up and providing less service (as opposed to the pipe which started at 5/1 @ $43 ten years or so ago). I've been on hold for 40 minutes waiting for one of their fucking Retention people pick up the call to renegotiate terms. At the 30 min mark, I started a text chat with customer service. Ten minutes later, she told me she was unable to deal or connect me to Retention - but she could connect me with Sales! A few minutes with Sales and the end conclusion was obvious for my use model: cut the cord. Oh yeah, after 50 minutes, nobody in Retention had picked up the call.
For your fun and amusement, here's the transcript:Problem: I've been on hold for 30 min waiting for someone in Retention to pick up the call. So, my issues are:%0A1) really
sucky customer service%0A2) whether or not I should kill my Comcast TV
Kirstein > Hello Steve, Thank you for contacting Comcast Live Chat Support. My name is Kirstein . Please give
me one moment to review your information.
Steve > My Issue: I've been on hold for 30 min waiting for someone in Retention to pick up the call. So, my issues are: 1) really
sucky customer service 2) whether or not I should kill my Comcast TV
Kirstein > It's a pleasure to have you on chat. How's your day so far?
Steve > meh
Kirstein > I understand that you are considering on cancelling your cable service, Is that right?
Steve > yep. Encryption is hitting this area. It appears I lose HD rebroadcast of local channels as part of the deal even with
adding the DTA thing and yet another remote.
Steve > Seems a poor deal for the $
Kirstein > My apologies Steve, however this has been implemented to all markets and will be the regular setting for the
cable service. This reduces the need for installation/termination truck rolls and need for customers to wait for technicians. Also it
would expand options for self-installation.
Steve > please stop on the marketing. Please let me know if you can either provide a better combo deal or if you can have
retention call me.
Kirstein > Steven, I apologize about this however we are unable to have our retentions department contact you here on
our end. However if you are looking to lower down the bill I can transfer you over to our Sales department. 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.
Kirstein > Also some of the options to lower down the bill would be 1. A bill can be lowered by downgrading the
package for your service to have a lower package rate. 2. A bill can be lowered by removing some services on the account to
remove additional costs. 3. A bill can be lowered by having individual services bundled as one to have a lowered bundled rate.
4. A bill can be lowered by taking advantage of package upgrade discounts. 5. A bill can be lowered by taking advantage of
available individual service discounts offered depending on eligibility of the account.
Steve > transfer me pls
Kirstein > Sure! Please stay connected to the chat for the next available representative. Thank you for choosing
Comcast for your entertainment needs.
Kirstein > It is my pleasure to have assisted such a wonderful, cooperative and patient customer like you and if you
ever need our assistance again, remember it is our guarantee to be available to answer questions at your convenience, 24
hours a day, 7 days a week.
Kirstein > Thank you for contacting Comcast! We appreciate your business! Have a great day!
Kirstein > Please wait, while the problem is escalated to another analyst
Jayson > Please give me time to review your previous conversation to fully understand your concern, I will need 2 to 3 minutes.
Jayson > I just want to share with you our Customer Gurantee. We are committed to providing our customers with a
consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue quickly
and as professionally as we can. To know more about this, you may access this link: http://www.comcast.com/Corporate
Jayson > Thank you for giving me time to review your previous chat.
Jayson > I perfectly understand where your concern is coming from, I too am a consumer and I don't like pay higher monthly
Jayson > Not to worry, I will do my best to resolve your concern on my end.
Steve > nods
Jayson > To completely verify your account, may I please have your last four digits of your SSN?
Steve > xxxx
Jayson > Excellent! Thank you for providing this information. I know this is a confidential information and I truly value the trust
that you have given.
Jayson > Thank you for patiently waiting.
Jayson > This is the Digital Preferred Double Play Package which already includes Digital Cable and Internet . The package
has a monthly rate of $117.85/ month, but I can offer it to you at a low promotional rate of $79.99/ month for 6 months. The
package already includes Comcast Digital Cable with Channel 1 On Demand movies and shows that are ready to watch
including over 3,000 choices in stunning HD plus 100 popular channels like Starz, ESPN, MTV, National Geographic, Discovery
Kids and Nickelodeon; Comcast High-Speed Internet that's way faster than DSL. Let me go ahead and let me process this into
Jayson > This will be an upgrade at the same time lowers your bill.
Steve > What about this plan:
Steve > http://wwwb.comcast.com/cable-internet-packages.html?INTCMP=ILCCOMCOMDP165214
Steve > 59.99
Steve > it's impressively vague about the details
Jayson > You are only eligible to have a promotional upgrade.
Jayson > This is the same service that you currently have. [that I pay $96 for, btw]
Jayson > You can always go back to your old package is if you don't find it desirable.
Jayson > I guarantee, you will be keeping this package.
Jayson > Double Play Preferred $79.99 per month for 6 months.
Jayson > At the 7th to 12th month this will be at $99.99 per month.
Steve > what if i just cut the tv side. what's internet only cost?
Jayson > That will be $64.95 per month for performance only.
Jayson > You can only cancel your cable service at 1-800Xfinity.
Jayson > Comcast Chat Support has limited access for cable or line of service cancellation.
Steve > nods. Ok - as I can't get the $60/mo plan for 12mo I guess I'll just kill the tv side.
Steve > thanks for your information
Jayson > You're welcome.
Jayson > I am glad I was able to resolve your concern by providing you information on the possibilities of pricing and what
bundled package you are eligible to have. May I know if you have any additional steps or concern that needed to be address
before we can fully resolve your concern?
Steve > nope. I think my next step is clear.
Jayson > As we have resolved all of your inquiries today, I shall go ahead and close the chat window to assist another
customer. Thank you for contacting comcast live support and again have a wonderful day!
Jayson > It was a pleasure assisting and chatting with you today! Have a great day and thank you for choosing Comcast. If you
have any further questions, please do not hesitate to give us a call at 1-877-870-4310 or visit us at www.comcast.net
technical support. We appreciate your business!
Jayson > Analyst has closed chat and left the room