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What’s the opposite of Customer Service (reprise – Comcast this time)

user John_ has entered room
( Fri Oct 23 2009 10:38:25 oh, by the way...)

analyst Joanne has entered room

Joanne>

Hello John_, Thank you for contacting Comcast Live Chat Support.
My name is Joanne. Please give me one moment to review your
information.

Joanne>

How are you today?

John_>

Doing well. Yourself?

Joanne>

I am very glad to know that. I am doing great! Thanks for asking.

Joanne>

How may I assist you today?

John_>

I'm hoping to reduce my cable bill by dropping the digital
premium package (name might not be quite correct)

John_>

It's the Digital Preferred Plus package...

Joanne>

I would just like to verify if I got your concern correctly,
you would like to downgrade from your current cable package,
which is the Digital Preferred  Plus package, correct?

John_>

Yes. If my bill is partitioned correctly, the Digital Preferred Plus
package is $39.45. I'd like to drop just that portion of the service.

Joanne>

Let me go ahead and help you with that.

Joanne>

May I have the account number please?

John_>

Thanks. We hardly ever watch HBO or Starz, and I can't really see a lot of difference other than that...

John_>

xxxxxxxxxxxxxx

John_>

At least that's what's next to my wife's name on the bill...

Joanne>

Thank you.

Joanne>

Can you please verify to me the account holder's name?

John_>

Peggy S Griswold

Joanne>

Thank you.

Joanne>

I would just like to verify again, you want to remove HBO or Starz,
correct?

John_>

The bill has this: Digital Preferred Plus 10/16 - 11/15 39.45
Digital Preferred Plus With HBO & STARZ
Includes: Digital Classic, Digital Preferred,
Digital Music Choice, HBO, HBO Plex,
STARZ!, STARZ! Plex, Interactive Program
Guide

Joanne>

Okay.

John_>

I want to drop that piece, however it's structured.

John_>

My aim is to save the $40.

Joanne>

Okay, I understand John.

Joanne>

What I’m going to do now is to try to remove some of the channels
from the package but let check though if the system will let me.
I f not, I have to transfer you to our sales department because
they have more access to our products' rate codes. Will that
be fine with you John?

John_>

Sure - thanks.

John_>

I thought it would just be a checkbox or something wink

Joanne>

It's somewhat like what you think but we have to adjust rate
codes though so that the system will allow us the change. We
also have to check promotions that might be applied to your
account.Please give me a few minutes to process your request.
Thank you.

John_>

Thanks

Joanne>

By the way John, what are those channels you want to remove?

John_>

I don't have a listing of the channels specifically. I tried to
determine what the difference between the digital start and
the Digital Classic and Preferred was, but it's tough to
navigate the web site's lists...

John_>

So if you just remove the HBO and Starz components, that would
probably be the bulk of it. There aren't clearly-defined packages.

Joanne>

Okay, John. Let me give you a link that you can look over to
compare packages available in your area and find a package
that will suit you.
< link to the basic obtuse Comcast offerings page >

John_>

OK going there now

Joanne>

However John, I would have to transfer you to our sales
department so they can better assist you with your change
of package. Will that be fine?

John_>

OK. Thanks for your help

Joanne>

You're welcome.

Joanne>

Please stay on the chat while I transfer you. Thank you.

analyst Carol has entered room

Joanne>

Please wait, while the problem is escalated to another analyst

Carol>

Hello.  Thank you for choosing Comcast.  My name is Carol
and I will be processing your order today.  Please stay
online while I create the work order for your request.
It will take me just a few minutes to pull up your
address in our system.  Please hold for a moment.

John_>

Thank you

analyst Joanne has left room

Carol>

Be right with you

Carol>

I just read your request

Carol>

so sorry,  I will need to have you call in  for a downgrade,
1-888-633-4266

Carol>

Is there anything else I can help you with today

John_>

If only Joanne had told me that a half-hour ago... No, I
guess that's all I need. Thanks for the phone number.

Carol>

Thank you.

Carol>

Analyst has closed chat and left the room

analyst Carol has left room
(Fri Oct 23 2009 11:18:56 Oh, by the way - 41 minutes!)

The postscript to this story is a quick five-minute phone call to Comcast at the above number, where I had to select English (were are we?),  enter my home phone number, navigate a 27-level triage menu, and finally be told by a nice lady that she couldn’t help me because the account is in Peggy’s name…


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