Comcast proves once again how ASSHOLES they are. I ordered a wifi hotspot access and have gone through a weeks hell. here is the transcript from the last 1.5 hrs for your amusement. Bryan_: My Issue: I have no idea what is going on with my new account? I cannot access it. Nor do I have wifi service analyst Sujata has entered room Sujata: Hello Bryan_, Thank you for contacting Comcast Live Chat Support. My name is Sujata. Please give me one moment to review your information. Sujata: Hi Bryan , how are you doing today? Bryan_: very bad after dealing with this now for 2 hrs Sujata: I apologize for the inconvenience this has caused you. Sujata: As I understand that you wanted to access your Comcast account and you need your log in information, am I correct? Bryan_: yes. I have also received 2 of the same packages in the mail for a self starter kit. Sujata: Thank you for that information. I understand the importance of online account management. I am here to assist you. Sujata: For account security, can I ask you few questions? Bryan_: sure Sujata: Thank You! Sujata: Can I know username for which you want password reset? Bryan_: the only username I have ever setup since I stopped buying hourly passes is........ Sujata: Thank you for that information. Sujata: May i know are you using Comcast services at present ? Bryan_: hell no! I cannot access it at all. Costing me hours of frustration trying to connect with you. Sujata: May i know right now the Comcast services installed at your place ? Bryan_: nothing. i order a package that allowed me to use hot spot wifi. I did this over the internet and dont know if I did it right since I have so many problems. Sujata: Thank you for that information. Sujata: I apologize as this department handles User ID and Password inquires. I can transfer you to concerned department who can provide the necessary assistance. Is that ok with you? Bryan_: I have received 2 welcome packages that consisted of 2 coaxil cables. I had to drive 1.5 hrs to get the second package because ups tried to deliver 3 times. Bryan_: No its not okay. I have been disconnected 5 times today alone. Sujata: Bryan , please accept my sincere apologies in this regards. We all are customers at some time and I know how it feels to be in a situation like this. Let me make this correct for you right away. Let me transfer your chat to the concerned department so they will help you for this issue Bryan_: No wait! Do I have a current user id and do i have a way to reset the password or have a password! Sujata: No, right now there is no active Username for your account Bryan_: Is there an account in my name? if not i am just throwing this bill away and washing my hands. Sujata: Yes, there is an account under your name and address and to activate your account username and password i need to transfer your chat to the concerned department , is that okay with you ? Bryan_: yes please do Sujata: I would be happy to get you in touch with the department that can further help you with your inquiry. Thank you for contacting Comcast and have a wonderful day. Please stay connected to the chat while I transfer your chat. Sujata: Please wait, while the problem is escalated to another analyst user Bryan has entered room analyst Arashad has entered room Waiting for response from Sujata Arashad: Its a privilege to have you here on chat and I am looking forward to provide you excellent service! analyst Sujata has left room Arashad: Hi, Bryan. Bryan_: yes Arashad: How are you doing today? Bryan_: not good. I have wasted over 6 hours trying to access my account and get it set up. Arashad: I really apologize for that, please do not worry I am here to fix your issue. Arashad: Just to ensure that I have understood the issue correctly, you are unable to log in to your account. Is that correct? Bryan_: yes Arashad: I am here to provide you with excellent customer service today. Please be assured I will do my best to help you and Im sure we can work together on your concern. Bryan_: at this point every sentence that comes up i hope is helpful and not some Comcast written script. Im sorry to be rude, but can you plesase just help me out. Arashad: Sure, I am here to help you, please allow me 2 minute to review previous chat. Bryan_: sure at this point i am vested until i am disconnected again Arashad: Thank you. Bryan_: do you need another minute? i would like to figure out how to access the online account I setup on the day I was emailed a 55.00 bill. Arashad: Thank you for patiently waiting. Arashad: Bryan, as I check that you have ordered your service successfully. Arashad: Your account is in inactive status. Bryan_: ok well then comcast has not awarded me the use of this service. Bryan_: How do I make it active Arashad: Let me connect your chat to the right department they will activate your account then you can use your email also. Arashad: Please stay connected I am going to transfer your chat. Bryan_: fine but if this doesnt work in 20 mins i am cancelling and getting back to the work I have missed out dealing with comcast Arashad: Please wait, while the problem is escalated to another analyst Waiting for response from Arashad Bryan_: My Issue: I have no idea what is going on with my new account? I cannot access it. Nor do I have wifi service user Bryan has entered room analyst Pushpender has entered room Pushpender: 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. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay? Bryan_: please do. you are now the 5 person i have talked to today and i would like to get this settled asap. Pushpender: Sure,. Im sorry for the inconvenience. What I’ll do is, I’ll quickly pull up your account and find out what I can do to resolve this for you. Pushpender: Bryan, . I understand that you haven’t had the best experience yet with Comcast. I will try to make your experience better this time Bryan_: does anyone? I just went through dozen of youtube videos of people going through this. I wish I would have recorded it. Pushpender: For the integrity and security of the account may I have your last 4 of SSN for verification purpose? Pushpender: I certainly understand and I would not disappoint you at all. Bryan_: Pushpender: Thank you. Pushpender: Bryan, I can at your address , Wires are not run properly that is why we have processed a Special request order for Drop burry , our technician will visit the address to run the wires Pushpender: that is why your services could not be connected as yet. Pushpender: however no worry you will be able to use the services very soon. Bryan_: This is not the service I requested on the internet. I ordered access to hotspot wifi only. Pushpender: Yes Bryan , it is about the internet service Pushpender: Wi-fi could be connected once wires are run from pole to address. Bryan_: NOOOOOOO! let me explain again Pushpender: I am really sorry for the miss understanding, Pushpender: Sure please Bryan_: everyday i would buy a wifi pass. 3.95 an hour or 6.95 a day. The fastest ever connection speed. So I decided to buy a monthly pass. All I wanted was my account number and a password to access the wifi hotspot that worked so great on my street. No boxes no service connection. Just access to the hot spot wifi Bryan_: so please cancel my order for whatever i have ordered Pushpender: Sure, Your Satisfaction and happiness is my first priority! Bryan_: if this is not possible send me somewhere that I can either setup this service or cancel my service! Pushpender: Bryan You may set up services here however your order is already processed and your technician has been set up for the Drop bury request Pushpender: Bryan, Once your account is set up You can use your Wi-Fi device to connect to the XFINITY WiFi Network and launch your browser. Bryan_: no one has made me aware of this being that I am not at my office full time. Nor is it the service i agreed to Pushpender: Simply log in using your Comcast ID and password, then start browsing the web. Bryan_: You are talking in circles here. This is the service I want. Hotspot wifi access at the 1000s of nationwide locations. Okay I have a problem with my id and password. Now we are back to square one. How are you helping me! Bryan_: My id and password did not exist for the first 2 hgours of me trying. the next 2 hours has been my typing in aggrevation to you people. Pushpender: Bryan, I was sharing the way to access Wi-fi , Once services are set up you may access the Wi-fi. Bryan_: I have been waiting 7 days as it is. for what I am wanting is only a password and access id Pushpender: I understand , No worry it will be created,. I will connect you to User and ID team and they will quickly provide you User ID and pass word Pushpender: I assure you that everything will be taken care of. Bryan_: please send me back to the last unhelpful person then that i have already talked to for 1 hr Pushpender: Bryan, I certainly understand and I would not disappoint you at all. Bryan_: you have disappointed me. Where have you been? Bryan_: I am facebooking this whole conversation now.
Posted on: Mon, 13 Oct 2014 22:03:24 +0000
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