This chat is the result of me being fed up with AT&T’s terribly slow Internet, choosing Comcast as my new High Speed Internet Provider, and being determined not to pay any installation fees. Hopefully I can save the next uninformed Comcast chatter a bogus $30 installation fee.
Vijay really needs to take some grammar classes =)
user Shopper has entered room
Shopper(Sat Nov 12 2011 02:25:00 GMT-0600 (Central Standard Time))>
Order Information
analyst Vijay has entered room
Vijay(Sat Nov 12 2011 02:25:11 GMT-0600 (Central Standard Time))>
Hello Shopper_, Thank you for contacting Comcast Live Chat Support. My name is Vijay. Please give me one moment to review your information.
Vijay(Sat Nov 12 2011 02:25:45 GMT-0600 (Central Standard Time))>
Hi! Welcome to the Comcast Chat Sales Department! I really appreciate the time you are taking to contact us. I will be assisting you throughout our conversation until we finish your request. How are you doing today?
Shopper_(Sat Nov 12 2011 01:26:24 GMT-0600 (Central Standard Time))>
good, and you?
Vijay(Sat Nov 12 2011 02:26:43 GMT-0600 (Central Standard Time))>
I am glad to hear that. I am doing well. Thank you for asking.
Shopper_(Sat Nov 12 2011 01:27:02 GMT-0600 (Central Standard Time))>
Can you please tell me what comes included in the self-install kit?
Vijay(Sat Nov 12 2011 02:27:38 GMT-0600 (Central Standard Time))>
I will let know every details please allow me a moment to review your order.
Vijay(Sat Nov 12 2011 02:28:18 GMT-0600 (Central Standard Time))>
As I can see that you would like to sign up for Performance – Special Offer. Am I correct?
Vijay(Sat Nov 12 2011 02:29:07 GMT-0600 (Central Standard Time))>
In SIK you will get full component including CD to install the service.
Vijay(Sat Nov 12 2011 02:29:26 GMT-0600 (Central Standard Time))>
Please check and confirm if the following information is correct:
Vijay(Sat Nov 12 2011 02:29:27 GMT-0600 (Central Standard Time))>
First Name: Shopper
Last Name: —
Email Address: —
Day Phone: —
Evening Phone: —
Service Street Addr: —
Service Addr Apt:
Service Addr City: —
Service Addr State: —
Service Addr Zip: —
Shopper_(Sat Nov 12 2011 01:30:34 GMT-0600 (Central Standard Time))>
Thank you, can you please remove the starer kit, as I do not need this. I will be able to set up the service myself.
Vijay(Sat Nov 12 2011 02:31:03 GMT-0600 (Central Standard Time))>
Shopper, I will do that for you.
Vijay(Sat Nov 12 2011 02:31:15 GMT-0600 (Central Standard Time))>
May I have your SSN for identification purposes?
Vijay(Sat Nov 12 2011 02:34:44 GMT-0600 (Central Standard Time))>
Please acknowledge us.
Vijay(Sat Nov 12 2011 02:37:12 GMT-0600 (Central Standard Time))>
Are we still connected ?
Shopper_(Sat Nov 12 2011 01:37:30 GMT-0600 (Central Standard Time))>
yes
Shopper_(Sat Nov 12 2011 01:37:40 GMT-0600 (Central Standard Time))>
I’ll give the last 4 digits ****
Vijay(Sat Nov 12 2011 02:37:48 GMT-0600 (Central Standard Time))>
Thank you
Shopper_(Sat Nov 12 2011 01:37:59 GMT-0600 (Central Standard Time))>
Thanks for removing that
Vijay(Sat Nov 12 2011 02:38:17 GMT-0600 (Central Standard Time))>
Would you like to add the name of another person as an authorized user who will have the right to make the changes to the account?
Shopper_(Sat Nov 12 2011 01:38:36 GMT-0600 (Central Standard Time))>
Yes: ***
Vijay(Sat Nov 12 2011 02:38:45 GMT-0600 (Central Standard Time))>
Thank you
Vijay(Sat Nov 12 2011 02:38:55 GMT-0600 (Central Standard Time))>
Please provide either his/her date of birth or last 4 digits of SSN for identification.
Shopper_(Sat Nov 12 2011 01:40:05 GMT-0600 (Central Standard Time))>
dob: **
Vijay(Sat Nov 12 2011 02:40:20 GMT-0600 (Central Standard Time))>
Thank you
Vijay(Sat Nov 12 2011 02:40:45 GMT-0600 (Central Standard Time))>
Shopper, while I am working on your order today, I suggest adding our Service Protection Plan for only $3.95 per month, this covers all chargeable trouble calls which are expensive. We will send a professionally trained technician anytime, nights and weekends included, as often as you need them. Plus, this will be added to your monthly bill for added convenience. Shall I include this at the end of our transaction?
Shopper_(Sat Nov 12 2011 01:41:44 GMT-0600 (Central Standard Time))>
No thank you
Vijay(Sat Nov 12 2011 02:42:24 GMT-0600 (Central Standard Time))>
I respect your decision.
Vijay(Sat Nov 12 2011 02:42:35 GMT-0600 (Central Standard Time))>
The reason I offered you this because it will cover all of your in house cable wiring needs including damage to your equipment due to acts of nature. Our professionally trained technician can also visit you for cable fittings, including jumper cables going to and from the VCR and help you with VCR and video game programming. This also covers limited adjustments to home entertainment equipment.
Vijay(Sat Nov 12 2011 02:44:48 GMT-0600 (Central Standard Time))>
Shopper, while I process your order, please provide the following information: 1) Nearest cross street to find your place easily, 2) Best telephone numbers for our technician to call you on the date of installation.
Shopper_(Sat Nov 12 2011 01:45:55 GMT-0600 (Central Standard Time))>
No problem. Cross streets: — Phone: —
Vijay(Sat Nov 12 2011 02:46:24 GMT-0600 (Central Standard Time))>
Thank you
Vijay(Sat Nov 12 2011 02:46:42 GMT-0600 (Central Standard Time))>
I am happy to inform you that you have a great credit standing so you don’t need to pay the deposit amount.
Vijay(Sat Nov 12 2011 02:47:00 GMT-0600 (Central Standard Time))>
Your one time installation charge is $29.99.
Vijay(Sat Nov 12 2011 02:47:46 GMT-0600 (Central Standard Time))>
Your installation date is set as 11/14/2011 between 4 PM – 7 PM.
Vijay(Sat Nov 12 2011 02:47:58 GMT-0600 (Central Standard Time))>
Is it fine with you?
Shopper_(Sat Nov 12 2011 01:49:19 GMT-0600 (Central Standard Time))>
The 29.99 is for the first month’s service, correct? I will not pay any installation charges
Vijay(Sat Nov 12 2011 02:50:11 GMT-0600 (Central Standard Time))>
Shopper,the address is not connected at the local Comcast poles and that is the reason being a professional technician is required to remove the trap at the poles and activate the services at your address.
Vijay(Sat Nov 12 2011 02:51:22 GMT-0600 (Central Standard Time))>
One time installation charge is $29.99.
Shopper_(Sat Nov 12 2011 01:51:59 GMT-0600 (Central Standard Time))>
I will not pay that, as it was no where on the website. That is false advertising. My house was once connected and this should not be an issue.
Vijay(Sat Nov 12 2011 02:53:11 GMT-0600 (Central Standard Time))>
Shopper, loved to waive the installation charge but your address require professional technician to install the service.
Vijay(Sat Nov 12 2011 02:53:22 GMT-0600 (Central Standard Time))>
It will charge able.
Shopper_(Sat Nov 12 2011 01:54:05 GMT-0600 (Central Standard Time))>
I am not willing to pay this. If you want my business, you will not charge an installation fee.
Vijay(Sat Nov 12 2011 02:54:20 GMT-0600 (Central Standard Time))>
If you would like to process your order then it our company you need to pay the installation fee.
Vijay(Sat Nov 12 2011 02:54:41 GMT-0600 (Central Standard Time))>
***Company policy.
Shopper_(Sat Nov 12 2011 01:54:51 GMT-0600 (Central Standard Time))>
I have had comcast at my residence before, and have never paid any installation fees
Vijay(Sat Nov 12 2011 02:55:42 GMT-0600 (Central Standard Time))>
I can understand your concern but without installation fee, it is not possible.
Vijay(Sat Nov 12 2011 02:55:53 GMT-0600 (Central Standard Time))>
Reason I already informed you.
Shopper_(Sat Nov 12 2011 01:56:40 GMT-0600 (Central Standard Time))>
Speak to your supervisor please. This is misleading and false advertising. I am looking at the original comcast site where I clicked to sign up, and nowhere did it list this installation fee. I am not paying this.
Vijay(Sat Nov 12 2011 02:57:35 GMT-0600 (Central Standard Time))>
Okay, I am checking with my supervisor. Please be with us.
Vijay(Sat Nov 12 2011 02:59:27 GMT-0600 (Central Standard Time))>
Shopper, As I double checked your address and the address is not connected at the local Comcast poles and that is the reason being a professional technician is required to remove the trap at the poles and activate the services at your address.
Vijay(Sat Nov 12 2011 02:59:46 GMT-0600 (Central Standard Time))>
It one time charge.
Vijay(Sat Nov 12 2011 03:00:05 GMT-0600 (Central Standard Time))>
May I go ahead with your order?
Shopper_(Sat Nov 12 2011 02:00:20 GMT-0600 (Central Standard Time))>
As I said, I am not paying this, and it is false advertising. If need be, I can go ahead and get my lawyer involved
Vijay(Sat Nov 12 2011 03:01:20 GMT-0600 (Central Standard Time))>
Shopper, I am afraid but sorry to inform you without installation fee I am unable to complet your order.
Shopper_(Sat Nov 12 2011 02:01:50 GMT-0600 (Central Standard Time))>
Then I will get my lawyer involved. this is false advertising.
Shopper_(Sat Nov 12 2011 02:02:09 GMT-0600 (Central Standard Time))>
show me where it mentioned any installation fee on the website where I signed up.
Vijay(Sat Nov 12 2011 03:03:05 GMT-0600 (Central Standard Time))>
Shopper, If you sign for SIK it will show you fee about $9.95 (approx)
Shopper_(Sat Nov 12 2011 02:04:16 GMT-0600 (Central Standard Time))>
What are you talking about?
Vijay(Sat Nov 12 2011 03:05:07 GMT-0600 (Central Standard Time))>
But If your address is not eligible for SIK then professional technician will visit to your address to install the service. And it will always charge able.
Vijay(Sat Nov 12 2011 03:05:26 GMT-0600 (Central Standard Time))>
SIK ( Self Installation Kit)
Vijay(Sat Nov 12 2011 03:06:31 GMT-0600 (Central Standard Time))>
I will escalate your matter to the concern department.
Shopper_(Sat Nov 12 2011 02:06:48 GMT-0600 (Central Standard Time))>
Again, this was not in your advertising. I do not want the SIK, and will not pay any installation fees.
Vijay(Sat Nov 12 2011 03:07:46 GMT-0600 (Central Standard Time))>
Shopper, I am afraid to inform that without installation fee I am unable to complete your order.
Shopper_(Sat Nov 12 2011 02:08:31 GMT-0600 (Central Standard Time))>
Put me in touch with your manager please. I am sure he’d rather waive the fee than get sued for false advertising.
Vijay(Sat Nov 12 2011 03:08:32 GMT-0600 (Central Standard Time))>
I will request you kindly visit to our local service center to complete your order.
Shopper_(Sat Nov 12 2011 02:08:38 GMT-0600 (Central Standard Time))>
Plus, you’re wasting both of our time
Shopper_(Sat Nov 12 2011 02:09:21 GMT-0600 (Central Standard Time))>
So, if I sign up for SIK, then the installation fee is waived?
Shopper_(Sat Nov 12 2011 02:12:34 GMT-0600 (Central Standard Time))>
Is this what you are saying?
Vijay(Sat Nov 12 2011 03:13:48 GMT-0600 (Central Standard Time))>
Shopper, your address require professional technician and what I can do for you I will give you discount on the fee.
Vijay(Sat Nov 12 2011 03:14:32 GMT-0600 (Central Standard Time))>
Your one time installation charge is $25.00. you need to pay for installation.
Vijay(Sat Nov 12 2011 03:15:04 GMT-0600 (Central Standard Time))>
I apologize for the inconvenience cause
Shopper_(Sat Nov 12 2011 02:15:48 GMT-0600 (Central Standard Time))>
You’re kidding me, right? Now you’re just insulting me. Put me in touch with your manager. I have never paid for a installation fee before, and will not start now. Waive the fee and stop wasting both our time.
Shopper_(Sat Nov 12 2011 02:18:43 GMT-0600 (Central Standard Time))>
Let your boss know I am a well known blogger and will be broadcasting this conversation all over the internet if you do not waive this fee and move on. I will not put up with this any longer.
Vijay(Sat Nov 12 2011 03:20:10 GMT-0600 (Central Standard Time))>
I understand your frustration however I would like to inform you that there was no false advertisement given on website.
Shopper_(Sat Nov 12 2011 02:21:28 GMT-0600 (Central Standard Time))>
Oh really, then where did it state this installation fee?
Shopper_(Sat Nov 12 2011 02:21:42 GMT-0600 (Central Standard Time))>
Please stop wasting our time and waive the fee.
Vijay(Sat Nov 12 2011 03:21:41 GMT-0600 (Central Standard Time))>
The self installation kit is not available in all market area however I would like to inform you to please call at our toll free number 1-800-934-6489 for assistance.
Shopper_(Sat Nov 12 2011 02:22:06 GMT-0600 (Central Standard Time))>
That is unacceptable. complete my order with the waived fee.
Vijay(Sat Nov 12 2011 03:22:03 GMT-0600 (Central Standard Time))>
AsI will not be able to process the order with the self installation kit.
Vijay(Sat Nov 12 2011 03:23:05 GMT-0600 (Central Standard Time))>
I would like to inform you to please visit our nearest local office to place the order and you will get the self installation kit over there without any fee.
Shopper_(Sat Nov 12 2011 02:23:23 GMT-0600 (Central Standard Time))>
Ok, then I don’t want the self installation kit
Shopper_(Sat Nov 12 2011 02:23:29 GMT-0600 (Central Standard Time))>
Process my order and stop wasting my time.
Shopper_(Sat Nov 12 2011 02:24:15 GMT-0600 (Central Standard Time))>
That is not an option, as I have no transportation right now.
Shopper_(Sat Nov 12 2011 02:24:38 GMT-0600 (Central Standard Time))>
Put through the order, and I can have someone pick up the self installation kit later on, if need be.
Vijay(Sat Nov 12 2011 03:24:39 GMT-0600 (Central Standard Time))>
Alright, I afraid to inform you that without adding the installation charge I will not be able to process your order over chat.
Shopper_(Sat Nov 12 2011 02:25:12 GMT-0600 (Central Standard Time))>
fine, then charge it and i’ll get it refunded, since you clearly can not help
Shopper_(Sat Nov 12 2011 02:26:12 GMT-0600 (Central Standard Time))>
i want the self installation kit and no installation charge, as you said above was possible, correct?
Vijay(Sat Nov 12 2011 03:26:22 GMT-0600 (Central Standard Time))>
Alright, I will process your order and I will create a customer expectation request so that your installation charge will be waived off with is 24 hours.
Vijay(Sat Nov 12 2011 03:26:37 GMT-0600 (Central Standard Time))>
I hope this is fine with you.
Shopper_(Sat Nov 12 2011 02:27:39 GMT-0600 (Central Standard Time))>
that sounds good, thank you
Vijay(Sat Nov 12 2011 03:28:07 GMT-0600 (Central Standard Time))>
Let me process your order with the self installation kit and you will get a call from our end with in 24 hours and you can get it waived before the installation date.
Vijay(Sat Nov 12 2011 03:28:34 GMT-0600 (Central Standard Time))>
Please allow me a moment.
Vijay(Sat Nov 12 2011 03:28:58 GMT-0600 (Central Standard Time))>
Your installation date is set as 11/14/2011 between 4 PM – 7 PM.
Shopper_(Sat Nov 12 2011 02:29:43 GMT-0600 (Central Standard Time))>
Is there any availability the 13th?
Vijay(Sat Nov 12 2011 03:30:24 GMT-0600 (Central Standard Time))>
Okay Let me check it for you.
Vijay(Sat Nov 12 2011 03:30:47 GMT-0600 (Central Standard Time))>
Your order confirmation number is **.
Vijay(Sat Nov 12 2011 03:31:42 GMT-0600 (Central Standard Time))>
Shopper, to complete your order, I have scheduled your installation for 11/14.
Shopper_(Sat Nov 12 2011 02:32:00 GMT-0600 (Central Standard Time))>
that is fine, thank you for your help
Vijay(Sat Nov 12 2011 03:32:02 GMT-0600 (Central Standard Time))>
On 11/13 the tchnician
Vijay(Sat Nov 12 2011 03:32:16 GMT-0600 (Central Standard Time))>
Sorry for that. It was a system error.
Shopper_(Sat Nov 12 2011 02:33:28 GMT-0600 (Central Standard Time))>
no problem
Vijay(Sat Nov 12 2011 03:33:31 GMT-0600 (Central Standard Time))>
Vijay(Sat Nov 12 2011 03:33:31 GMT-0600 (Central Standard Time))>
Your account number is **.
Vijay(Sat Nov 12 2011 03:34:59 GMT-0600 (Central Standard Time))>
Shopper, I have created a service request to waived out your installation fee and you will get call from our customer service department with in 24 -48 hours.
Shopper_(Sat Nov 12 2011 02:35:48 GMT-0600 (Central Standard Time))>
Great, thank you
Vijay(Sat Nov 12 2011 03:35:54 GMT-0600 (Central Standard Time))>
Your estimated first month’s bill will be $54.99. Your monthly charge will be $.29.99.
Shopper_(Sat Nov 12 2011 02:36:51 GMT-0600 (Central Standard Time))>
the first month will go down to 29.99 once the installation fee is removed, right?
Vijay(Sat Nov 12 2011 03:37:09 GMT-0600 (Central Standard Time))>
Yes.
Vijay(Sat Nov 12 2011 03:37:29 GMT-0600 (Central Standard Time))>
These are the features of the package : Performance Internet. After first 6 months, monthly service charge goes to $44.99 for months 7-12. After 12 months, or if any service is cancelled or downgraded, regular charges apply.Comcast’s current monthly service charge for Performance ranges from $42.95 to $60.95, and may vary depending on your area and other Comcast services (if any) received. Limited to service to a single outlet. Equipment, installation and taxes extra. May not be combined with other offers. Speed comparison between Comcast 6.0 Mbps service and standard 1.5 Mbps DSL (downloads only). Actual speeds vary and are not guaranteed. PowerBoost provides bursts of download and upload speeds for the first 10 MB and 5 MB of a file, respectively.
Shopper_(Sat Nov 12 2011 02:37:48 GMT-0600 (Central Standard Time))>
Thanks
Vijay(Sat Nov 12 2011 03:38:10 GMT-0600 (Central Standard Time))>
You are welcome.
Vijay(Sat Nov 12 2011 03:38:15 GMT-0600 (Central Standard Time))>
Please take a note of the installation date and during that time someone 18+ and who speaks English should be present with your ID proof. Our technicians will be calling you 15 minutes before the installation takes place.
Vijay(Sat Nov 12 2011 03:38:31 GMT-0600 (Central Standard Time))>
Is there anything else may I assist you with today?
Shopper_(Sat Nov 12 2011 02:38:48 GMT-0600 (Central Standard Time))>
Ok, thanks for your help, that should do it
Vijay(Sat Nov 12 2011 03:39:15 GMT-0600 (Central Standard Time))>
Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at www.comcast.com. We are always available, 24 hours a day, 7 days a week. Have a wonderful time!
Shopper_(Sat Nov 12 2011 02:40:21 GMT-0600 (Central Standard Time))>
Thanks, good night
Vijay(Sat Nov 12 2011 03:40:59 GMT-0600 (Central Standard Time))>
It my pleasure.
Vijay(Sat Nov 12 2011 03:41:15 GMT-0600 (Central Standard Time))>
Good neight.
Vijay(Sat Nov 12 2011 03:41:31 GMT-0600 (Central Standard Time))>
****neight is night.
Shopper_(Sat Nov 12 2011 02:42:04 GMT-0600 (Central Standard Time))>
No problems, thanks
Vijay(Sat Nov 12 2011 03:42:30 GMT-0600 (Central Standard Time))>
You are welcome.
Vijay(Sat Nov 12 2011 03:43:08 GMT-0600 (Central Standard Time))>
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