My frustrating Comcast customer service chat

I’m still not sure if Wilbur is a human or a robot. It really could go either way. This is from Sunday morning, July 10, 2011. And these turkeys at Comcast think that it’s OK to advertise more expensive services to a customer who is dissatisfied with his current service.

Robert: My Issue: I have cable TV and Internet service. Internet is flawless. Cable TV has not worked for three months. It tells me that every channel I select “will be available momentarily.” Sometimes, the channel flickers in for 30 seconds or less.

analyst Wilbur has entered room

WilburCCBV: Hello Robert, Thank you for contacting Comcast Live Chat Support. My name is Wilbur. Please give me one moment to review your information.

WilburCCBV: Hello, How are you today? How may I help a valued customer like you?

Robert: Hello. Does the problem I describe sound familiar to you?

WilburCCBV: I see here that you have concern about your cable service not working.

WilburCCBV: I know that can certainly be frustrating. Let me try to pinpoint what the problem is and work on getting this fixed for you.

WilburCCBV: I apologize for the inconvenience this has caused you. I can certainly understand your frustration, and I really appreciate the opportunity to make things right.

WilburCCBV: I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.

WilburCCBV: May I know the full name and the account number of the account holder?

Robert: Yes, but please answer my question first.

Robert: Are you still there?

WilburCCBV: Yes, Robert.

WilburCCBV: I am still here.

WilburCCBV: We receive contacts from our customers having cable concern, Robert.

WilburCCBV: And for us to better assist you, we need to pull up your account information.

Robert: That is fine. I will give you my account number after you tell me whether the problem I described sounds familiar to you.

WilburCCBV: What do you mean, Robert?

Robert: I will repeat my question:

Robert: Does the problem I describe sound familiar to you?

Robert: Here is the problem, which I also will repeat:

Robert: I have cable TV and Internet service. Internet is flawless. Cable TV has not worked for three months. It tells me that every channel I select “will be available momentarily.” Sometimes, the channel flickers in for 30 seconds or less.

WilburCCBV: The “will be available momentarily” is a common problem for cable service.

Robert: The problem began only after Comcast forced me to rent a digital converter box and raised the price of my monthly bill. Now I pay more for service that does not work, and by your account is a common problem. That is bad for business, but good for Comcast investors.

Robert: Having said that, my account number is:

Robert: 06104 155585-04-2

WilburCCBV: Thank you for the information.

WilburCCBV: Allow me to pull up your account.

WilburCCBV: Did you know you can watch many of your favorite TV shows and movies online at no additional cost with Comcast. Check out www.xfinitytv.com to watch the latest TV shows, relive a favorite television moment, or just relax with a movie.

WilburCCBV: May I know the full name of the account holder?

Robert: Robert MacMillan

WilburCCBV: Thank you.

Robert: I am dismayed by the fact that you are making me read advertising messages in this conversation when I am dissatisfied with your service. Tell Brian Roberts that I don’t like that.

WilburCCBV: Robert, are you getting the same message in every channels?

Robert: yes, every channel

WilburCCBV: Can you please unplug the cable box from the power outlet for 30 seconds and plug it back again to refresh your connection.

Robert: Are you human?

WilburCCBV: Yes, Robert.

Robert: It is difficult to ascertain this.

WilburCCBV: Robert, for your cable service concern, we need to troubleshoot it so that we can diagnose and check the cause why your cable service is not working.

Robert: By all means.

WilburCCBV: Did you already unplug your cable box from the power outlet?

Robert: yes

WilburCCBV: Thank you.

WilburCCBV: Please plug it back after 30 seconds to refresh your connection.

Robert: I have followed your instructions. I have the same problem.

WilburCCBV: Can you please acknowledge that you are still infront of your computer? As much as I like to serve you further, however, this chat session will automatic close by our system after 2 minutes if we do not receive any reply from you.

WilburCCBV: Can you please check channel 3 or 4?

Robert: I am still here.

Robert: I will check channel 3 and 4.

WilburCCBV: Thank you.

Robert: The problem remains. The readout on the tv screen says “ref code s0a00”

WilburCCBV: Robert, what we will do right now is I will send a signal to your cable box so that it will be properly rebooted.

WilburCCBV: It will take 30 - 60 minutes for the signal to be loaded, is that okay with you?

Robert: Yes.

WilburCCBV: Thank you.

WilburCCBV: Can you please turn your TV off?

Robert: i will.

WilburCCBV: Thank you.

WilburCCBV: I will now send the signal to your cable box.

WilburCCBV: Thank you for staying online

WilburCCBV: I successfully sent the signal to your cable box.

WilburCCBV: Please wait for 60 minutes for the signal to be properly loaded.

WilburCCBV: If concern persist please contact us back so that we can set up an appointment to personally check your connection and your cable box, however, rest assured that sending the signal will resolve your concern.

Robert: I hope that this is true. Thank you. I also want to remind Comcast that I never had a problem with TV service until I was forced to upgrade my service with this digital box. I pay more money for service that no longer works properly. I propose that every time this happens, customers receive a refund in the amount of the price difference that they pay now compared to what they paid before. Please forward that to the relevant parties.

Robert: I will do the same in written correspondence with Mr. Roberts.

WilburCCBV: You are welcome.

WilburCCBV: I do apologize for the inconvenience that you are experiencing.

WilburCCBV: For the credit adjustment, please contact the Local Office 1-800-934-6489 so that we can count the days that you do not have the service.

WilburCCBV: Before we finish up I’d like to just take a minute to review what we have done for you today.

WilburCCBV: We follow the proper troubleshooting steps to resolve your concern.

WilburCCBV: It has been my pleasure serving you today Robert and I truly appreciate your understanding and cooperation. Do you have other concerns for me today? I will be glad to assist you further.

Robert: I do not.

WilburCCBV: Thank you for letting me resolve your concern.

WilburCCBV: Have a great day, Robert.

WilburCCBV: Do you want to watch full TV shows and movies online? Go to http://www.xfinitytv.com. Thank you for choosing Comcast as your cable TV 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/videochat. To close this chat, please click the close button at the top of your chat window.  

The chat session has been closed

WilburCCBV: Analyst has closed chat and left the room