Comcast Would Rather Lose a $3,000 per Year Customer Over $200

This is a good one. I received this in my inbox the other day and it’s pretty unbelievable. This conversation was orignally posted on CraigsList, but I’ve copied it here for everyone to read and marvel at the craziness of this company.

A little background:

A Comcast customer contacts the online chat support after having received an email saying his account will be suspended or deleted. The conversation goes back and forth, and what it boils down to is that there is confusion in the Comcast system as to whether or not this customer has returned their old, outdated, $200 converter box.

He pays almost $3,000 per year to Comcast… You do the math.

Here goes:

Dumb Comcast conversation (Hollywood, FL)


Date: 2010-07-18, 1:35AM EDT


See how dumb Comcast is. Read this ridiculous conversation with a Comcast rep with their service department on line. Lose a $3000 per year subscriber over an old cable box from over 4 years ago being accused of not being returned.

Customer Edward_ has entered room

EDWARD>
Hello, I got an email message saying to contact you here or my email address will be suspended or deleted? I have a lot linked to this email address, it has been mine for almost 10 years. Please help me, I don’t understand what the problem is.

analyst Walter has entered room

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

Walter>
Let me begin this conversation by letting you know how sorry I am for the trouble you are experiencing right now. I understand what you are going through and this has not been a simple inconvenience. To completely rectify this situation, as your Comcast service representative, I want you to know that issue resolution and your satisfaction are my top priorities for today. I believe you are the right person to work with with this issue. Together, we can work this out.

Walter>
I understand you have a Comcast email address associated to your disconnected account at a former address, right?

Edward_>
I’m not sure what you mean. I moved to Florida from New Jersey 3 years ago, I’ve had a comcast account for years.

Walter>
I can resolve this issue for you today.

Walter>
May I have your Comcast account number please?

Edward_>
1 moment

Edward_>
i am looking it up

Walter>
Thank you, Edward.

Edward_>
i get electronically billed, the last 4 digits are 7846, so can you ask me another question

Walter>
Allow me to look it up for you.

Walter>
May I have the last four digits of your Social Security Number, this will verify the security provided to your Comcast account, so we can proceed.

Edward_>
7—-

Walter>
Thank you very much, allow me time to process this one for you.

Walter>
Kindly give me two minutes to process this for you.

Edward_>
Thanks!

Walter>
Alright, I found your current and active account:

Walter>
SHEILA KLE—–, 4917 xxxx TER HOLLYWOOD,FL 33312, correct?

Edward_>
correct

Walter>
Alright, and the Comcast email in question, es****@comcast.net is associated to a disconnected account at 70 ******* LN MONROE TOWNSHIP,NJ 08831M, under your name.

Edward_>
I lived there 3 years ago then my work moved us to FL.

Walter>
Yes, and now Comcast detected this and is asking you to transfer this email to your active account at Hollywood, FL, so it will not be deleted in the system.

Edward_>
yes please.

Walter>
However I checked the former account in Township, NJ, there is an unreturned converter box, you need to return this first to the local office for us to proceed.

Edward_>
????, we dropped it off to them 3 years ago and they gave us a pink or yellow form. If you ask me now to provide you with that form, I will flip out….This is 3 years later!! I can’t believe this.

Walter>
I am very sorry for the inconvenience, may I know which local office you dropped the converter box please?

Edward_>
It was 5 minutes away from our house in the next town over. I think it was Jamesburg

Walter>
Thank you.

Walter>
I need you to call the local office near Jamesburg.

Walter>
New Jersey – NJ
Burlington County: 609-871-6900
Central New Jersey: 609-655-1300
Garden State: 856-354-1660
Gloucester County: 856-853-7474
Jersey City: 201-432-1234
Long Beach Island: 609-494-8300
Meadowlands: 201-997-6600
Monmouth County: 732-542-7603
Northwest New Jersey: 908-689-3355
Ocean County: 732-920-2288
Somerset: 732-652-2700
Toms River: 732-286-2971
Trenton, Mercer County: 609-394-2288
Union: 732-602-7400
Voorhees: 856-354-1660

Walter>
So they can scan their records and have it cleared as soon as possible.

Edward_>
By the way, do you know that we are talking about a box that is analog and obsolete?? They were calling me to switch to digital because the box was going to be outdated and I told them that I was moving in a couple of months anyway and that I would be returning the box so to just hold off.

Walter>
After that, kindly chat back or call, so we can proceed with the transfer.

Walter>
I understand, however that box is a property of Comcast and I believe you were renting it base on the billing ledger here of the account.

Walter>
I do believe you returned the box, however local office did not clear it here, how I wish we can, but it needs evidence and only from them has that slip of evidence they can scan from their archive.

Walter>
May I know from the local offices I posted above, which one is nearer Jamesburg please?

Walter>
I am noting this down, so this will be properly investigated.

Edward_>
It obviously looks like their records will say I didn’t return the box because they are a bunch of losers. How much is this going to cost me to make this whole?

Edward_>
How much is the box?

Walter>
I understand, let me check, as you know the estimate is with the source or the local office.

Edward_>
You can’t be bringing this to my attention 3 years later. this is unbelievable.

Edward_>
This will be ending our relatinship if this isn’t resolved. I pay over $230 per month to comcast. they can kiss my ass goodbye if they delete my account over the bullsh-t.

Walter>
Yes, I strongly advise you now, to call local office in New Jersey near your account was, so they can have this “unreturned converter box” cleared so we can transfer your active Comcast email associated to the disconnected account to your Florida account.

Walter>
I checked, the analog converter box, is being estimated by our local office only. All we have here is its rented rate per month.

Edward_>
What local office and what’s the number of the office??

Walter>
And they will be personally be the one to process the transfer of e***k@comcast.net to your active account in Florida, to avoid its deletion.

Walter>
I personally apologize if I am not very familiar with the geography of New Jersey, kindly choose from these local offices we have in New Jersey state please:

Walter>
New Jersey – NJ
Burlington County: 609-871-6900
Central New Jersey: 609-655-1300
Garden State: 856-354-1660
Gloucester County: 856-853-7474
Jersey City: 201-432-1234
Long Beach Island: 609-494-8300
Meadowlands: 201-997-6600
Monmouth County: 732-542-7603
Northwest New Jersey: 908-689-3355
Ocean County: 732-920-2288
Somerset: 732-652-2700
Toms River: 732-286-2971
Trenton, Mercer County: 609-394-2288
Union: 732-602-7400
Voorhees: 856-354-1660

Edward_>
My wife told me the office is in Twin lakes or Twin Rivers, NJ. Which office would that be?

Walter>
Alright, you may call any of the local office, or be redirected by them to the office associated with the one closest to Twin Lakes.

Walter>
Kindly give me two minutes, let me search our national directory, I can pin point the exact local office for you.

Walter>
Alright, be right back sir.

Walter>
Here are the closest three offices in your New Jersey neighborhood:

Walter>
East Windsor
Address: Hours:
90 Lake Drive
East Windsor, NJ 08520
Phone: 609-655-1300 Mon-Fri- 8:00 AM-7:00 PM, Sat- 8:30 AM-5:00 PM
2. East Brunswick
Address: Hours:
3 Auer Court
East Brunswick, NJ 08816
Phone: 732-238-3300 Mon, Wed, Fri- 8:00 AM-5:00 PM, Teus, Thursday- 10:00 AM-7:00 PM, Closed for lunch from 12:50 AM-2:00PM, Sat- 9:00 AM-1:00 PM
3. Hazlet
Address: Hours:
1316 State Highway 36
Hazlet, NJ 07730
Phone: 732-739-3100 Monday – 8:30am-7pm, Tues – Fri – 8:30am-5pm, Closed Sat and Sun

Edward_>
I won’t be calling NJ to join on some easter Egg hunt and be part of a “he said she said, so pay us $200 for an old worthless box” game.. Our relationship with Comcast will be over once you delete my email address. I’ve also copied this entire conversation to send to regulators, my local congressman and your CEO, so that your CEO knows how dumb some of the policies at his company are and why they lost a customer that pays almost $3,000 per year in subscriptions….over a worthless box issue that I am being accused of 3 years later!!! I’m late to work now and stressed out because of this, have a nice day. Good bye.

Walter>
I am truly sorry Edward for this.

Walter>
I am noting this so we can make a drastic adjustment in our end.

Walter>
How I wish in my end, I can remove the tag on your New Jersey account, I truly know how you feel.

Edward_>
Save your company Walter. Don’t join the “Knucklehead Gang”. Take this conversation and escalate it. HAve an intelligent supervisor that has some power fix this and make it right. Have a nice weekend.

Walter>
I understand your point, allow me to inform my supervisor right now, and what she can provide, kindly hold for two minutes please.

Edward_>
ok

Walter>
Thank you, allow me to brief her shortly with what I have discovered here and the situation you are in and the policies we have, I understand you were already given an email about this transfer you need to do for e***k@comcast.net.

Edward_>
Comcast sends me emails of programs, movies, specials, etc…I delete every one of them. I get 1oo emails a day. I pay my comcast bill every month, you think I read emails from Comcast?? This one caught my eye because it had some kind of warning that looks like I have not paid my bill.

Walter>
I understand, I am glad you have paid attention to that important email, regarding this, I am confident this can be resolved and we can work this out.

Walter>
So you can start your day again fresh and in good mood, we don’t want to cause bother.

Edward_>
Please Walter… Imagine, $3,000 per year for 10 years = $30,000…gone to AT&T over a worthless Cable Box which I returned to a miserable Comcast lady behind a bullet proof glass who didn’t say thank you nor look up at me, just gave me a slip and I said goodbye

Walter>
Edward I thoroughly informed her the situation, she understand, and base on the process, she would likely tell you the same as what I said earlier for the resolution. Would you still like to chat with her?

Walter>
I can picture that, Edward, and I am embarrass with the picture. Truly sorry I am.

Edward_>
No, I’m signing out now. This will be a story I will be telling for a while to friends and family and at the water cooler at work if they cancel my email over this nonsense. Save your company, tell your supervisor to make sure they don’t cancel my email address.

Comcast Would Rather Lose a Customer than Give a Deal

comcastThe Consumerist (one of our favorite sites which helps consumers navigate the wide world of goods and services for sale) reports on one Comcast customer who says she’s about ready to cancel her Comcast service because they’re not willing to cut her a break on her bill.

Usually, Comcast folds like a deck of cards when customer asks for a deal. Not this time though. After a back and forth with Comcast, Courtney gets the short end of the stick, even though she loves Comcast. Seems like even their biggest fans still get the worst deals.

Courtney over at the Consumerist tells her story:

I’ve been a Comcast customer at my current address since June 2008. We were initially on a new-customer promotion that ended in June 2009; once that happened, I called Comcast & spoke with a representative about our options for bringing our monthly bill down a bit. I don’t remember the specifics of the conversation a year later, but I believe we gave up a few premium channels, ultimately ending up with a package that served our needs while remaining within our budget.

I hadn’t even thought about this until several days ago, when I went to pay our monthly Comcast bill & noticed it had gone up by about $20 from the previous month. I assumed it was some kind of easily correctable error, but when I followed up with Comcast I learned that apparently we’d been on some kind of promotional rate for June 2009-10, which has now expired. I discussed this issue first with an online chat representative, & while I was disappointed when he told me nothing could be done about the price increase, I figured I’d have better luck once I spoke with someone in person. However, after following up via phone with a frontline service representative, a retention specialist, & finally with a retention supervisor, the consensus seems to be that Comcast would rather I switch to RCN’s version of the same package than restore my account to the previous pricing.

Read the full post over at the Consumerist.

The best line of the post? From the Consumerist writer:  ”We seem to have found the first truly satisfied Comcast customer and they’re kicking her out the door.” (emphasis added)

Drop Comcast and Get FiOS

FiOSThe best way to lower your Comcast bill is to cut the service. For a long time, Comcast has pretty much ruled the roost as a monopoly.

However, I keep hearing more and more about the new FiOS. The feedback? Not only is it better than Comcast, it appears to be A LOT better.

For example, there’s this guy

FiOS, every bit as amazing as I thought it would be! Goodbye #comcast, totally worth the switch!

Or, this guy whose bill is $50 cheaper with FiOS then when he was with Comcast,

love that my first FIOS bill arrived today and it’s $50 cheaper than my old Comcast bill!

And, his friend’s response, who says it would save him about $40 a month,

@gjhead I just took a look at packages and it looks like it would cut about $40 off my comcast bill a month…#hereIcomefios

But this is probably one of my favorites. Simple, direct, perfect,

Goodbye comcast hello fios

Check out FiOS by Verizon here. You’ll see they have plans cheaper than Comcast does, which is sure to save you money on your Comcast Bill.

So, stop paying more than you need to, for a service you no longer need. Get FiOS and drop Comcast. Plus, their ranked #1 in customer satisfaction. Where does that leave Comcast? I don’t care! We just know it’s not number one!

How to Save Money on Your Comcast Bill

Motorola SURFboard SB5101U DOCSIS 2.0 Cable ModemOn his blog, Andrew Machado explains one super simple way to save almost $5 a month on your Comcast Bill:

Buy your own modem.

Yes, there’s an upfront cost, but you can get you own cable modem for about $53 on Amazon.com. That means in less than a year, it will have paid for itself.

Great idea, and a great way to save money on your Comcast bill.

You can see Andrew’s full post and read more tips on his blog.

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