Needless to say that after the chat the survey I filled out wasn't good.
analyst NK has entered room
NK: Hello Guest, Thank you for contacting Comcast Live Chat Support. My name is NK. Please give me one moment to review your information.
NK: How are you doing today?
NK: Glad to know that you are doing good.
NK: I see you are interested in adding Comcast services. It's my pleasure to process your order and answer any questions you may have.
Guest: Nope, jsut need to finalize on ordering it.
NK: Just to confirm, I see that you are interested in our Extreme 105. Is this correct?
NK: Excellent choice! You've reached the right department, and I’d be happy to help you set up the servicde just as you want.
NK: Let me start by verifying the serviceability of your address.
Guest: that sounds wonderful
NK: Great news! I have confirmed that your address is serviceable. Let's get started on setting up your service.
Guest: Yay! Thanks!
NK: You are welcome.
NK: To protect you from having your identity used fraudulently to establish a Comcast account and also avoid processing any order without your consent, I will need the following information: 1. Full name and full SSN number for future verification purposes 2. Nearest cross street for our technicians to properly locate the residence 3. Contact # for us to reach you 15 minutes prior to your appointment. Rest assured, all information given will be treated with utmost confidentiality.
Guest: Durp durp dur du durp dur dur durp
NK: Mathew, thank you for the required information.
NK: Mathew , Our Extreme 105 internet is $114.95 per month.
Guest: Yes. but it says it's on a promotion.
Guest: For the first 6 months
NK: Yes, you are elligible for the promotion.
NK: The promotional rate is $89.99 for the first 6 months.
NK: After that it will be $114.95/month
Guest: Yep, that's what we want.
NK: Comcast has recently adopted stricter Federal guidelines to protect our customers from identity theft. In order for me to create your Comcast account, I am required to do a Credit Check. Do I have your approval?
NK: Thank you.
NK: Mathew,I am unable to build your preferred promotional rate into your order today because it hasn’t been added to our billing system yet. It can be done manually though. Occasionally, with newer promotions, there can be a lag time between the time it posts to the website and the time it is added to the ordering system.
NK: Unfortunately, my system is not updated to reflect the price you are seeing on Comcast.com; however, I will ensure that you will be able to take advantage of the pricing.
Guest: As long as we get the first 6 months for the price that was listed we are golden.
NK: In order to get this situation resolved for you, I am escalating your issue for further investigation. In the meantime, I can temporarily process the order using the regular rates for the package. Once the system is updated, you will receive a call from us to update your order with the promotional rate.Would that be fine with you?
Guest: Sure. As long as you update it to the displayed price.
NK: Thank you for understanding and cooperation.
NK: We guarantee you get the promotional offer.
NK: There will be one time professional installation fee of $34.99
NK: Or if you choose to do self installation, you are eligible for it. There will be one time self installation fee of $9.95
Guest: We'd rather get it installed to avoid messing it up
NK: Sure, May I know if you have any preferable date and time of installation?
Guest: Whats the soonest day? Tommorrow?
Guest: Er...How soon.
NK: Okay I will be checking the soonest day for you.
NK: While I am processing your order you may like to take a time to learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
NK: Mathew, may I have your email address, please?
Guest: [email protected]
NK: Thank you.
NK: At this time you are the primary account holder and the only person authorized to make any changes. Is there someone you would like to add as an authorized user that has your permission to make changes on your behalf?
Guest: Not at this time.
NK: Okay, you can add it in the future if you wish to.
NK: For your added protection, I'd like to recommend that you sign up for our Service Protection Plan. This plan will provide you peace of mind by eliminating any problems for being charged on inside wire related problems and customer equipment trouble calls.
NK: The plan will cover: 1) All High Speed Internet cable wiring from the point of demarcation to the home 2) All fittings for the cable Internet service inside the home 3) Trouble call charges due to customer diagnostics, education, or customer equipment 4) damages to HSI cable or equipment inside the house due to normal wear.
NK: The plan is at $3.95 per month. Shall I go ahead and add this plan to your account today?
Guest: Not today, but possibly in the future.
NK: Mathew, I am pleased to inform you that as per results of the credit check you have a good credit standing, we will not require any deposit for your order today.
Guest: That's awesome!
NK: Mathew,I can see here that the soonest available installation schedule is on 05/22(wednesday) between 2:30 to 4:30 PM . Would this schedule work for you?
Guest: Works for me, though I work at 5 so if you could any earlier that would be fine. If not, that works perfect.
NK: Your installation is set as 05/22(wednesday) between 2:30 to 4:30 PM . We will try to make it earlier.
NK: Please provide the name of the nearest cross street or street perpendicular to your home to ensure that our technicians will arrive at your home in time.
Guest: I'm not at the house right now, but it's easy to find.
NK: Okay, thank you.
NK: Please be aware that we need someone over the age of 18 to be present during the entire duration of the technician visit. He will call 15 minutes before the appointment at this number .
Guest: Ok, we'll be ther
NK: Please allow me a moment while I finalize the order.
Guest: Er sure
NK: Thank you. I am still int he process of finalizing.
NK: Mathew, I apolozige for the incorrect information. The one time self installation fee is $249.00 whick will be included in your first month bill.
Guest: Seems a bit much for an installation fee.
NK: Yes, Extreme 105 instaalation is $249.00
Guest: It costs 249$ to install an internet service...
Guest: Two hundred and forty nine dollars?
NK: Yes, Two hundred and forty nine dollars for the one time installation. Other internet is at $34.99 one time installation fee.
Guest: Jesus, how much is it for the one below extreme then? I'm NOT paying that much to get it installed, that's outrageous.
Guest: The other guy told us this one was 35 dollars.
Guest: Please tell me why it's so high then?
NK: We have Blast!® internet with one time installation fee of $34.99
NK: Regarding why the installtion fee of Extreme 105 is so high I do not have much information. It is a rare internet though.
NK: Sorry for the inconvenience.
Guest: After reading what they actually do during installation for that, there is no way I'm doing that. They do the same thing as they do with the other internet. Except speed test it.
Guest: I'd rather do the blast one thenm
Guest: At least I'm not getting ripped off with that one.
NK: Okay, Blast is an excellent internet.
NK: I will sign you up for the blast internet.
Guest: Make sure you take the extreme one off please.
NK: With Blast you get download speeds up to 50 Mbps and upload speeds up to 10 Mbps!
NK: It will be $59.99 per month for the first 6 months
Guest: yeah, that's fine. I'd rather take a hit on the download speed than in my wallet.
NK: Yes, blast has an excellent . I too use blast internet.
NK: After 6 months it will be $74.95/month
Guest: That's fine with me.
NK: I am making the change now.
NK: We have installation available between 10:30 to 12:30 Pm as well on the same date forthe Blast intrnet.
NK: Which time slot will you preffer?
Guest: That works even better to be honest. the 10:30 to 12:30 is perfect.
NK: Your installation is set as 05/22(wednesday) between 10:30 to 12:30 Pm
Guest: And the extreme thing is off right? No 2**$ fee getting billed.
NK: Yes, there is no more trace of that extrme 105 now.
NK: Mathew, please allow me a minute or two to finalize the order.
NK: Thank you.
NK: I am working on.
NK: Thank you very much for your patience and cooperation.
NK: Congratulation,Mathew !!! WE have successfully completed your order for Blast internet $59.99 per month for the first 6 months at dur durpity dur
NK: Your order confirmation number is 99999999
NK: Your account number is
NK: Your account number is 99999-999-9999
NK: Your first month bill will include $59.99 for the blast +$7 for the modem rental+$34.99 for the one time installation fee
NK: Your monthly bill is $59.99 for the blast +$7 for the modem rental+tax
NK: Mathew, It has been a pleasure assisting you with your order, and I am confident that you will enjoy your new services.Would there be any questions or concerns for me to answer before ending this session?
Guest: Nope, that's everything.
NK: Great, It is awesome to have you on chat.
NK: If you need assistance in the future, please do not hesitate to chat back with us (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at http://customer.comcast.com/help-and-support/ to help you solve many issues on your own. You can also reach us at 1-800-XFINITY (1-800-934-6489).
NK:It is my goal to exceed your expectations, and I'm glad I had the opportunity to work with you today. I hope that you will take a moment to complete the short survey that will follow this interaction. Your feedback is extremely important to us and will help us improve the way we serve you.
NK: Thank you for contacting Comcast! Here at Comcast, Customer Satisfaction is important. It has been a pleasure to assist you today. Thank you very much for your time and patience all throughout the chat. Have a great day and take care!