Comcastic Customer Service

Fri July 17, 2009 9:28 am

24 Comment(s) | Add

Comcastic Customer Service

I recently discovered that I’ve been charged $7 for a couple of months for HDTV equipment that I don’t have. To resolve this, I logged onto the Comcast customer support chat system:

user Nicholas_ has entered room

Nicholas(Fri Jul 17 09:59:54 CDT 2009)>Getting charged for HDTV equipment even though I was never given any.

analyst [Comcast Customer Service Rep] has entered room

[Comcast Customer Service Rep](Fri Jul 17 10:00:04 CDT 2009)>Hello Nicholas_, Thank you for contacting Comcast Live Chat Support. My name is [Comcast Customer Service Rep]. Please give me one moment to review your information.

[Comcast Customer Service Rep](Fri Jul 17 10:00:07 CDT 2009)>Good morning! I am here to provide you with the best customer service! I am glad to have the chance to resolve your concern. How are you doing today?

Nicholas_(Fri Jul 17 08:56:27 CDT 2009)>I’m great, how are you?

[Comcast Customer Service Rep](Fri Jul 17 10:00:47 CDT 2009)>That is good to know!

[Comcast Customer Service Rep](Fri Jul 17 10:00:49 CDT 2009)>I am fine. Thank you for asking.

Nicholas_(Fri Jul 17 08:57:08 CDT 2009)>I was just reviewing my online statements, I see that I’ve been billed twice now for “HDTV Equipment”

[Comcast Customer Service Rep](Fri Jul 17 10:01:09 CDT 2009)>I understand that you want to know why you are charged for the HDTV equipment.

[Comcast Customer Service Rep](Fri Jul 17 10:01:09 CDT 2009)>Is that correct?

Nicholas_(Fri Jul 17 08:57:30 CDT 2009)>that is correct - the only TV equipment I’m using is a pair of your cable-cards.

[Comcast Customer Service Rep](Fri Jul 17 10:01:42 CDT 2009)>Thank you for the information.

Nicholas_(Fri Jul 17 08:57:59 CDT 2009)>Otherwise I’ve got a TiVo HD that I use as the tuner.

[Comcast Customer Service Rep](Fri Jul 17 10:02:14 CDT 2009)>I could only imagine what you are going through right now. I would feel the same way if I am charged for an equipment I do not have. We apologize for the inconvenience. Rest assured that I will help you resolve your concern today.

Nicholas_(Fri Jul 17 08:58:19 CDT 2009)>lol

[Comcast Customer Service Rep](Fri Jul 17 10:02:21 CDT 2009)>I may need to pull up your account first to assist you better regarding your concern.

[Comcast Customer Service Rep](Fri Jul 17 10:02:37 CDT 2009)>Nicholas, may I please have your account number?

Nicholas_(Fri Jul 17 08:58:49 CDT 2009)>Sure, I just need to make sure I’m not charged again and get a refund for the two months I was charged for it.

Nicholas_(Fri Jul 17 08:58:57 CDT 2009)> (Account Number)

[Comcast Customer Service Rep](Fri Jul 17 10:03:44 CDT 2009)>Thank you for the information.

[Comcast Customer Service Rep](Fri Jul 17 10:03:48 CDT 2009)>For security reasons, can I have the last four digits of your Social Security Number, please?

Nicholas_(Fri Jul 17 08:59:53 CDT 2009)> (SSN)

[Comcast Customer Service Rep](Fri Jul 17 10:04:09 CDT 2009)>Thank you for the information.

[Comcast Customer Service Rep](Fri Jul 17 10:04:29 CDT 2009)>What are the services that you have with Comcast, if I may ask?

Nicholas_(Fri Jul 17 09:01:21 CDT 2009)>Just the internet and cable

Nicholas_(Fri Jul 17 09:01:35 CDT 2009)>internet and cable tv, that is.

[Comcast Customer Service Rep](Fri Jul 17 10:05:46 CDT 2009)>Thank you for the information.

[Comcast Customer Service Rep](Fri Jul 17 10:05:48 CDT 2009)>I already located your account here in our system.

[Comcast Customer Service Rep](Fri Jul 17 10:06:21 CDT 2009)>Nicholas, after checking your account, I found that you have an HD cable box here on your account.

Nicholas_(Fri Jul 17 09:02:41 CDT 2009)>Yes, I imagine that’s why I’m getting charged for it.

Nicholas_(Fri Jul 17 09:02:50 CDT 2009)>The problem is, I don’t have an HD cable box.

[Comcast Customer Service Rep](Fri Jul 17 10:07:58 CDT 2009)>Thank you for the information.

[Comcast Customer Service Rep](Fri Jul 17 10:08:04 CDT 2009)>I am sorry for the inconvenience this has caused you.

Nicholas_(Fri Jul 17 09:04:36 CDT 2009)>No problem.

[Comcast Customer Service Rep](Fri Jul 17 10:09:35 CDT 2009)>Thank you for your patience.

[Comcast Customer Service Rep](Fri Jul 17 10:10:32 CDT 2009)>Thank you for patiently waiting.

[Comcast Customer Service Rep](Fri Jul 17 10:11:18 CDT 2009)>I am going to correct your equipment here in our system, Nicholas.

Nicholas_(Fri Jul 17 09:07:25 CDT 2009)>thanks.

[Comcast Customer Service Rep](Fri Jul 17 10:11:38 CDT 2009)>You are always welcome.

[Comcast Customer Service Rep](Fri Jul 17 10:12:43 CDT 2009)>Kindly hold for about one minute.

[Comcast Customer Service Rep](Fri Jul 17 10:14:19 CDT 2009)>Thank you for patiently waiting.

[Comcast Customer Service Rep](Fri Jul 17 10:15:17 CDT 2009)>I already corrected the equipment you have here in your account, Nicholas.

Nicholas_(Fri Jul 17 09:11:22 CDT 2009)>Great, thank you.

[Comcast Customer Service Rep](Fri Jul 17 10:15:47 CDT 2009)>I am going to process a one time credit for the two months that you were charged on your account for the HD box.

[Comcast Customer Service Rep](Fri Jul 17 10:15:52 CDT 2009)>I will greatly appreciate it, if you take time to answer the 3 pop-up questions after clicking the END SESSION button. This will help us know how to improve our services. Thank you so much.

Nicholas_(Fri Jul 17 09:12:00 CDT 2009)>Sure, thanks.

[Comcast Customer Service Rep](Fri Jul 17 10:16:09 CDT 2009)>kindly hold for about two minutes while I process the credit.

[Comcast Customer Service Rep](Fri Jul 17 10:17:27 CDT 2009)>Thank you for patiently waiting.

[Comcast Customer Service Rep](Fri Jul 17 10:17:53 CDT 2009)>Nicholas, I already processed a one time credit for the amount of $7 here on your account.

[Comcast Customer Service Rep](Fri Jul 17 10:18:06 CDT 2009)>I understand that you are charged for the HD equipment for two months.

[Comcast Customer Service Rep](Fri Jul 17 10:18:39 CDT 2009)>The system allows only one time credit within a day, Nicholas.

Nicholas_(Fri Jul 17 09:15:05 CDT 2009)>So, I have to come back tomorrow for my other $7?

[Comcast Customer Service Rep](Fri Jul 17 10:19:15 CDT 2009)>I am going to make a note here on your account for the other amount of $7 that needs to be credited from your account, Nicholas.

[Comcast Customer Service Rep](Fri Jul 17 10:19:50 CDT 2009)>You just need to either chat us back or contact us through phone to process the other amount of $7 credit on your account.

Nicholas_(Fri Jul 17 09:16:06 CDT 2009)>Alright.

Nicholas_(Fri Jul 17 09:16:21 CDT 2009)>Thank you for doing half of what I needed. Very helpful.

[Comcast Customer Service Rep](Fri Jul 17 10:20:23 CDT 2009)>Rest assured that you will be credited for the other amount of $7, Nicholas.

[Comcast Customer Service Rep](Fri Jul 17 10:20:34 CDT 2009)>You are always welcome.

[Comcast Customer Service Rep](Fri Jul 17 10:20:36 CDT 2009)>I will greatly appreciate it, if you take time to answer the 3 pop-up questions after clicking the END SESSION button. This will help us know how to improve our services. Thank you so much.

[Comcast Customer Service Rep](Fri Jul 17 10:20:39 CDT 2009)>Is there anything else I can assist you with?

[Comcast Customer Service Rep](Fri Jul 17 10:21:20 CDT 2009)>I am glad that I was able to help you with your concern by correcting your account for your equipment with Comcast and processing a credit on your account.

[Comcast Customer Service Rep](Fri Jul 17 10:21:24 CDT 2009)>Is there anything else I can assist you with?

Nicholas_(Fri Jul 17 09:17:34 CDT 2009)>No.

[Comcast Customer Service Rep](Fri Jul 17 10:22:09 CDT 2009)>I would like to thank you for giving me the chance to help you find the resolution to your concern.

[Comcast Customer Service Rep](Fri Jul 17 10:22:09 CDT 2009)>Thank you for choosing Comcast! We appreciate your business!

[Comcast Customer Service Rep](Fri Jul 17 10:22:10 CDT 2009)>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 excellent FAQ and Help forums located at www.comcast.net to help you reach a resolution independently.

[Comcast Customer Service Rep](Fri Jul 17 10:22:11 CDT 2009)>Have a nice day!

[Comcast Customer Service Rep](Fri Jul 17 10:22:12 CDT 2009)>You may click the END SESSION button now. Thank you!

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