Thank You For Contacting Comcast Live Chat Support. My Name Is Lethel.

Katherine, a new Comcast subscriber, was setting up her online account access when for reasons unknown it told her that she must talk the online CSR. Suddenly she felt fear and trepidation radiate down her arm and settle into her mouse hand. She took a deep breath, said a silent prayer and clicked “CHAT NOW.” What proceeded was a mind numbing 20 minutes of her life that Katherine will never get back. Her letter and chat log inside…

Hi consumerist,
I’m writing in about your absolute favorite company. I wanted to be able to pay my new Comcast bill with a credit card, which means that I had to set up online access to my account. Well, Comcast, being the helpful company that they are thought it would be great to automatically change my preferences from receiving a paper bill to solely getting electronic statements. Well, I still wanted paper statements, just wanted to be able to pay my bill online. I figured changing back would be easy, but, as you guessed, it wasn’t.
When I went to Manage My Account, and tried to change “Delivery Method” to paper statements. Comcast redirected me to a site telling me that my choice would require talking to a CSR, and included a big orange button saying “chat now”. I hit the button, and had the following hilarious interaction with a chat CSR. Turns out the only possible way to reinstate paper statements after Comcast automatically stopped them is to call Comcast. I’ve only been a customer a week, and they’ve already made me wish I picked DSL in my new apartment!

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

Lethel > It would be a pleasure assisting you today. How are you doing?

guest_ > hi- i would like to receive a paper bill, which automatically was replaced with e-statements when i signed up for online access to my account

Lethel > Can you please acknowledge that you are still at your computer?

guest_ > i am at my computer.

Lethel > Thank you.

Lethel > May I know your name, please.

guest_ > katherine *******

Lethel > Hi Katherine! Thank you for asking that. <

Lethel > May I ask how long have you been a Comcast customer.

guest_ > is this really all necessary just to reinstate a paper bill?

guest_ > less than a month

Lethel > I see.

Lethel > Katherine, I will ask your assistance to call us in 1-800-COMCAST to request for that.

guest_ > are you kidding? please explain why you can’t reinstate this

Lethel > We will be more than glad to send you a paper bill as soon as you gave us a call.

guest_ > why is this not as simple as a chat session? please explain

Lethel > I can give you the breakdown here online but I can’t send you a paper bill.

Lethel > You may need to request for it.

Lethel > May I have your account number, please.

Lethel > I do apologize for the inconvenience.

guest_ > i don’t need one sent. just need my preferences changed so i receive them

Lethel > I will try to help you with that.

Lethel > May I have your account number, please.

guest_ > i am looking it up. one moment

Lethel > Sure.

guest_ > ******************

Lethel > Thank you very much for the information. May I ask for your complete address, too.

guest_ > ****************

guest_ > ***************

Lethel > Thank you.

Lethel > May you give me a sec to pull up your account.

Lethel > Thank you for patiently waiting. I will ask you to log in to http://www.comcast.com. You may click the link the “customer”, then click “manage my account”, and change your STATEMENT DELIVERY to “paper statement”.

guest_ > it directed me to you

guest_ > said that i need to talk to a “csr” on chat.

Lethel > Let me try to do it for you.

Lethel > May you bear with me.

guest_ > thank you

Lethel > I do apologize but it require me to provide password.

Lethel > As much as I want to do it for you. But password is case sensitive.

guest_ > so there is no way for me to change my preference myself, and you can’t do it unless i provide you my password.

Lethel > There is a way. I suggest that you may try logging in again and changed your preferences. If it still directed you to us in live chat support, I suggest that you may call us to request for it. That is the easiest way to changed your preferences in your account.

guest_ > well, this has been a waste of my time

Lethel > I do apologize for the inconvenience.

Lethel > I understand that your time is valuable.

guest_ > is there any place i can lodge a complaint for how highly inefficient this has been? it seems that comcast needs streamlining if something as simple as changing bill delivery options requires so much effort

Lethel > I am sorry to hear that. You can call us in 1-800-COMCAST. As much as I would like to help you but I am limited to our system here. And also, password is a case sensitive which
are not allowed to ask to our customer.

Lethel > The reason why I was suggesting earlier that you may call us in our customer hotline so that we can assist you right away with your concern. You have reached sales department.

Lethel > I can only place orders and provide information with our products.

Lethel > Is there anything else I can assist you with today, Katherine?

Lethel > Can you please acknowledge that you are still at your computer?

guest_ > there is not

Lethel > Thank you for your time. I hope you will give us a call and assist you with your concern.

Lethel > Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at http://www.comcast.com. We are always available, 24 hours a day, 7 days a week.

Lethel > Analyst has closed chat and left the room

We can’t that say we’ve ever heard the name “Lethel” before but the sound of it certainly embodies the Comcast we have come to know and loathe. We are still trying to figure out why Lethel kept dragging Katherine along, only to declare at the end that she was merely an impotent sales rep. We hear so many of these stories that we don’t even get upset any more, we just say, “that’s comcastic!”

(Photo: jorny)

Comments

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  1. heavylee-again says:

    So just give him the password, then change it afterwards.

  2. awolcfh5150 says:

    Comcast chat is horrific! They can’t do anything at all for you. I couldn’t even get them to upgrade my service. It’s a complete waste of time. I was trying to give them more money and they kept saying I’d have to call. No point in the chat unless you have time to kill and your bored.

  3. unklegwar says:

    How do we know Lethel is a “she”?

    Maybe it’s a misspelling of Lethal. As in: I’d prefer a Lethal injection over having to deal with this idiot

  4. Bladefist says:

    This Chat help stuff is all a marketing deal. They always seem to not be able to do anything. Probably because they are all contracted out in India, and they have 0 access to the system, just a manual for helping with the same crap you can find in their FAQ

  5. RookOmega says:

    Seems like a fine example of the typical “chat scenario for case #u3uo43ou3″ pulled off successfully!

    Have a comtastic time!

    Happy Phun Time!

  6. chuloallen says:

    This is so funny on so many counts.. but typical Comcastic service

  7. Obviously outsourced chat, given the syntax.

  8. khiltd says:

    Somebody must have been absent on “thirty little turtles” day at the Bangalorean trade school.

  9. AMetamorphosis says:

    As a CSR that is forced to use the ” chat feature ” with our customers, I can ASSURE you, its a COMPLETE waste of your time and mine.

    Nothing is ever solved and the poor customer always has to call in.

    I’ve taken to asking the customer for their # so that I can call them. Most people are quite greatful that I do care about their concern and immediately follow up with a REAL phone call.

    The ” chat feature ” was some marketing idiot’s idea so that us CSR’s could try to handle a phone call @ the same time we handle a ” chat “.

    PLEASE, I do want to help you so don’t use this useless feature.

  10. Hanke says:

    I propose the following:
    Don’t outsourse US Bill
    Any company doing business with the federal government must have 55% of their non-executive workforce employed in the United States.

    Similar bills should be presented to state legislatures.

  11. Megatenist says:

    *tries in vain to find a way to “blame the customer…*

  12. Featherhammer says:

    Online chat CSRs for most companies rarely provide any sort of service. I think I would have made the phone call… Probably would have gotten the same run around, though. More and more, I find myself having to do the job of the person I am requesting help/information from. Oh well.

  13. joeblevins says:

    Why didn’t the OP just call when the chatty CSR said call? They won’t ever be able to do anything. Seems if her time was really that important, then just take the first suggestion and run with it.

  14. krom says:

    I can’t see bothering with chat support. I’m certain they are universally based in India (imagine it saves even more than offshored phone support). They speak way too perfectly — excessively so — for a domestic CSR, and they apologize way too much for being useless, as if compulsive wordy apologies are expected to make the customer happy (versus, you know, results). Don’t bother. Get on the phone, and find someone who doesn’t sound like they took speech lessons from Henry Higgins.

    I fully expect future chat support to be simply run by an automated Eliza psychotheraist program.

    “I’m sorry you’re having trouble with your cable. How do you feel about that?”

  15. Mike_ says:

    You can tell exactly where the CSR turns the conversation over to ELIZA

    guest_ > well, this has been a waste of my time

    Lethel > I do apologize for the inconvenience.

    Lethel > I understand that your time is valuable.

    “I understand that your time is valuable.” … Geez. Thanks for recognizing that I’m not here just to kill time. Now can you maybe do something with that penetrating insight and make yourself useful?

  16. camman68 says:

    @joeblevins: This wasn’t the “first suggestion.” According to the chat transcript, she initially tried doing this online and was directed by their website to “chat”.

  17. One of the responsibilities at work is to manage some lab resources. I’ve used the online chat function for tech support from our vendor several times with good results. But they all type in clear and unbroken English so I am guessing they are not outsourced.

  18. yurkinator says:

    comcast does not outsource to india. They outsource to canada.

  19. heavylee-again says:

    I used to work in the Help Desk of a major urban university, and on a rotating basis, we all had a turn chatting with our users. The policies there prohibited us from discussing any account-specific details, and we had to ask them to call us, or we could call them from a recorded line. The key there was to have a voice conversation recorded incase we ever needed it as backup.

    So I think I would have been forced to do the same thing as this rep, however I would have gone the extra step to ask the user for their phone number and I would have called her.

  20. REPTILE-DYSFUNCTION says:

    I love how the CSR says that passwords are “case sensitive” and so he/she can’t help. Damn those capital letters mixed with lower case!

  21. bohemian says:

    You have to read Lethel’s portion of the chat session with an Indian accent for the full effect. Sigh.

  22. Sanveann says:

    @joeblevins: Maybe because she didn’t have an hour to kill on the phone, like it usually takes us to get anything resolved with Comcast?

  23. scoosdad says:

    Can one of Consumerist’s frequent “Comcast insiders” confirm that there is even a live human being on the other end of these chat sessions? I didn’t get a feeling at any point during reading that chat transcript that the OP was connected to a live person. Live zombie was more like it.

  24. Pro-Pain says:

    Now we know how the crackpipe in the above story got in the boy’s fire engine toy. Lethel left it there while she was shopping for a brain. sigh…

  25. Swervo says:

    I was just about to mention that case sensitive thing. I’m pretty sure I’m seeing a interpretation of that phrase that I’d never seen before: case-sensitive as “This is a perfect case of a sensitive item that I am not supposed to ask you for.”

    That’s truly impressive.

  26. chrisjames says:

    Does anyone else think “Turing Test?” Maybe we are receiving poor customer service because the robots are still learning. Big hint: Lethel.

  27. AMetamorphosis says:

    Chat is for informal discussions, not resolutions.

    Could you imagine trying to use Chat to tell your Dr. what is wrong or to have your car repaired?

    I do not blame the person in this article because she was told to use it, but really people, if you seek resolution, Chat is not the way to go.

    AND yes, we are live people in the USA.

    What’s sad is we are expected to ALSO carry on a phone conversation with another customer while trying to also solve your problem through “chat”.

    Not all CSR’s are assholes or foreign … were overworked underpaid people.

    Oh, and as a side note:
    If you’re an asshole, ( and taking out all your frustration on me, I can assure you your problem will not be resolved … I will “accidentially” hang up on you or transfer you to voice mail hell.

    Try a little human kindness and I assure you I will work much harder to insure your issue is resolved promptly & to YOUR satisfaction.

  28. Nenne says:

    Funny, I just spent about an hour on a ridiculous chat with Comcast and then I see this post. The guy kept putting me on hold for “2 to 3 minutes” but he was actually beginning to answer my questions effectively even though he had to keep putting me on hold. Then I got disconnected on accident so I tried to get reconnected to this same person but they couldn’t do that.

    This new person couldn’t even answer simple questions and told me that I had to place an order before I could speak with someone that could answer my questions. But the problem with that is that I didn’t know what I wanted but he kept linking me to the order page. He said he was only able to answer question about existing internet accounts which is odd seeing as how when I was speaking with Paulo.93438534 earlier he couldn’t answer these questions albeit at a slow pace.

    I really hate Comcast. This is what always happens, I get a rep that knows a little bit of something and then someone who knows nothing at all.

  29. FattyMatty says:

    I had a very similar experience…I should save my chat logs, cause that is comedy gold!

  30. katworthy says:

    @AMetamorphosis – Shouldn’t changing a preference as simple as “e-statements to paper” be something that you shouldn’t have to call and navigate the 1-800-COMCAST abyss for?

  31. khiltd says:

    Chat based support is actually excellent for certain things. Ever try giving out a lengthy URL full of query string parameters over the phone?

  32. sprocket79 says:

    Can you really trust someone who works in support if they don’t know what case sensitive means? I would have just closed the chat right then.

  33. AMetamorphosis says:

    @katworthy:

    Sadly no :-(

    We really are not allowed to do ANYTHING with your accounts through chat ( management ) … and thats why I suggest you call.

    Like I said, CHAT was some stupid marketing idea that was thought up so we could do the work of two people @ once. It’s really an awful form of communication and I feel for the people that try to use it. Thats why I always ask for a # and call the person.

    I REALLY do want to help … believe it or not :-) I take pride in the work I do and I get so angry when some middle management retard prevents me from keeping you happy.

    My ” Quality Assurance ” scores are always low because I do not follow their inane procedures, yet my company would not dream of firing me ( 6 years here ) because I frequently get accolades, emails & calls from happy customers that are grateful I did what I had to do to make sure they were truly helped.

    … ( said in fun ) oh, and your call is very important to us …

    ( ducks )

  34. Carencey says:

    @Nenne: And then when they call or ask you to rate service, they don’t have any way to account for the fact that you dealt with two people. I hate to mark good people down on the ratings because I ALSO happened to talk to an idiot, but the phone ratings don’t allow you to differentiate. Of course, who knows if industries that rely on churn even pay attention to those surveys.

  35. dragonfire81 says:

    You were dealing with someone with poor english skills, not necessarily outsourced.

    I used to work in a Canadian call center that had many minority employees with varying grasps of the english language. Just because his name is Parminder doesn’t mean he’s in India.

  36. WNW says:

    Comcast phone support is also awful.

  37. steveliv says:

    i actually had a good experience with the comcast live chat when i had my cable installed. it turned out that because my house was already wired by comcast, the chat agent was able to reduce my install fee by $10 (39.95 instead of 49.95)..i guess it depends on who you get…

  38. katworthy says:

    @AMetamorphosis: Seeing that you are on Consumerist reading links and following up definitely speaks to your character and awesomeness. It’s too bad the stuffed shirts up at the top have done all these stupid things to make your job so much more work than it needs to be.

    Keep up the good fight!

  39. kakashisan says:

    I’ve actually had good experiences with Dell’s chat support.

    Not all chat support sucks…

  40. celestebai says:

    My favorite:

    Lethel > May you give me a sec to pull up your account.

    As if adding “May you” makes for nice, polite, professional chat. I’m guessing outsourced?

  41. AMetamorphosis says:

    @kakashisan:

    As one poster said above, I can think of one good reason for chat:

    To “push” a long URL webpage to you.

    Chat is good for information retrieval … like: “where can I find xxx page? ” but honestly, thats about the only time I have found it useful from a CSR’s perspective.

    PS. THANK YOU Katworthy ! It’s people like you that make my day :-)

  42. SomeoneGNU says:

    Funny story – one day I wanted to get a promo that was being offered to new customers. I used the live chat because I sitting on hold on the phone.

    An hour or so later I finally get the deal given to me, but I was told I was getting the deal for life. I knew it wasn’t right, but hey, I’ve got a log.

    Long story short, three months later my $39.95 becomes $89.95. I got balistic and end up reaching a *REAL* supervisor. I send him the logs and detail how I had the oppurtunity to switch to a competetior but didn’t and now both deals are off the table.

    In the end, the supervisor cut me an awesome deal to save my account and to correct the mistake.

    With the “lifetime” special, I was paying ~$100/month for HBO, Digital, two boxes(one a HD DVR), and internet access. Now I pay ~$100/month for all that plus three more premium channels.

  43. Whiskey Tango Foxtrot says:

    Change the name to Ezekiel, and you’d have almost verbatim, the last conversation I had with MagicJack chat support last night. I could so obviously tell that I was dealing with somebody whose first language *wasn’t* English. I guess chat CSR’s are about as helpful as live CSR’s if not worse.

  44. SteveZim1017 says:

    Yea Comcast sucks but way to treat the CSR like complete garbage from the start. CSR was at least polite, and the customer was never…

    and she wonders why someone wont go the extra mile…

    I love reading this site and http://www.customerssuck.com to see the opposing views.

  45. AMetamorphosis says:

    @SteveZim1017:

    For some reason, people get bold and really rude in chat. They would never think of doing this face to face.

  46. l951b951 says:

    @kakashisan: Me, too. I had an issue with a 5 year old laptop, and Dell Chat was very concise and helpful in finding the issue. They even followed up with a call a few hours later to give me an additional part number.

  47. heavylee-again says:

    @AMetamorphosis:
    So can we have your direct phone/email for any problems us Consumerist.com readers have? j/k ;-)

  48. brettt says:

    anyone else actually think lethel did a good job??

    (S)he could not do any more for the customer, and explained exactly why. (S)he was reasonable and tried his or her best to solve the problem and see why the system was broken (since it’s the system’s fault for directing her to people who couldn’t actually help).

    I don’t see why you have to call the CSR an idiot because the website told her to go to the wrong department.

  49. radio1 says:

    @brettt: I do.

    I’ve used Comcast chat twice, and both times my issues were resolved…

  50. dwarf74 says:

    I recently went to a call center conference, and chat seems to be used in one of two ways by every company…

    (1) Most companies will put their least experienced reps on the chat lines. That way, they can get on-the-job training since it’s a lower-pressure environment than the phone is.

    (2) Others will put their *most* experienced reps on chat, and have them run multiple sessions at a time.

    So, if you use chat-based tech support, you either get inexperienced reps with little knowledge and canned responses; or experienced reps trying to do the jobs of four or more people all at once.

    Either way, you lose.

  51. At least “Lethel” is articulate.

  52. MMD says:

    @radio1: No! If Lethel was in sales in truly couldn’t help, that should have been stated at the beginning of the chat. Why go through the charade of “trying” to help when it’s not really possible?

  53. TheNewDecider says:

    What a nightmare. Sounds like an SNL skit.

  54. zeitguess says:

    I had almost an identical chat conversation with Time Warner about my cable account. It was awful. I was not set up correctly in the system from the Adelphia conversion. The agent kept telling me to do the same thing over and over and just would not accept it was not working.

    The big chuckle came with a follow-up e-mail regarding our chat. My tech’s stage name was ‘Barbie DCosta’, real name Babu Unnikuttan. At least it wasn’t ‘Jessica’ from Sprint.

  55. BigBoat says:

    @AMetamorphosis:

    Psh, I don’t care how many “accolades” you receive from previous customers. If you need people to act in a particular way for you to do your job, you are not a professional and you should not be there. Your “accidental” call drops are even more egregious.

  56. kyle4 says:

    The spelling and grammar was so atrocious you’d think it was a bot. What a useless and disappointing service.

  57. YuFongPi says:

    I am glad I cancelled my Comcast Service. Trying out At&T’s UVerse Service. So far so good with installation techs and CSRs that I have dealt with.

  58. vastrightwing says:

    I hate to say this, but I blame the consumer here. Using Comcast is like smoking cigarettes: EVERYONE knows how bad it is for you. It is an established fact. Therefore, if Comcast is your only supplier, then you don’t need the Internet or cable TV.

  59. LUV2CattleCall says:

    This is why I always have the web chat helpers do a simple math problem: To prove that they aren’t a bot!

  60. chelseabill says:

    For a goof, i just chatted with comcast. I don’t have an account.

    Transcript:

    user John_ has entered room

    John(Wed Apr 30 21:42:16 EST 2008)>upgrade

    analyst Cynthia.22190 has entered room

    Cynthia.22190(Wed Apr 30 21:47:34 EST 2008)>Hello John_, Thank you for contacting Comcast

    Live Chat Support. My name is Cynthia.22190. Please give me one moment to review your

    information.

    Cynthia.22190(Wed Apr 30 21:47:37 EST 2008)>Sure! I will be more than happy to assist you

    with your concern. Please give me a minute to pull out your account. Thank you.

    Cynthia.22190(Wed Apr 30 21:47:42 EST 2008)>Hi there! How are you doing, today?

    John_(Wed Apr 30 20:44:10 EST 2008)>hi, i can’t find fox or american idol

    Cynthia.22190(Wed Apr 30 21:48:38 EST 2008)>Okay, I see.

    John_(Wed Apr 30 20:44:44 EST 2008)>it used to be channel 5

    Cynthia.22190(Wed Apr 30 21:49:02 EST 2008)>John, I understand that you are inquiring about

    some of your Cable channels right?

    John_(Wed Apr 30 20:45:04 EST 2008)>yes

    Cynthia.22190(Wed Apr 30 21:49:33 EST 2008)>Okay.

    Cynthia.22190(Wed Apr 30 21:49:50 EST 2008)>John, in as much as I want to help you, I am

    with Internet Technical Support, I am afraid that I am unable to assist with Cable TV

    issues. However, I will attempt to transfer you to the correct Dept. but if you some how are

    lost during the transfer I suggest you call 1-800-266-2278, select Cable TV and speak

    directly to one of our Telephone Representatives. They will be happy to assist you. Thank

    you for your understanding.

    Cynthia.22190(Wed Apr 30 21:49:53 EST 2008)>Would you like me to transfer you there now?

    John_(Wed Apr 30 20:45:57 EST 2008)>okay, thanks

    Cynthia.22190(Wed Apr 30 21:50:19 EST 2008)>You are most welcome.

    Cynthia.22190(Wed Apr 30 21:50:21 EST 2008)>Please wait while the concern is being escalated

    to another analyst. Thank you.

    analyst Vanessa.22278 has entered room

    Cynthia.22190(Wed Apr 30 21:50:42 EST 2008)>Please wait, while the problem is escalated to

    another analyst

    analyst Cynthia.22190 has left room

    Vanessa.22278(Wed Apr 30 21:51:04 EST 2008)>Hi John! I am glad you contacted us. I will do

    everything to resolve your concern. Could you please provide me the complete name and the

    last 4 digits of the Social Security Number listed on the account?

    John_(Wed Apr 30 20:47:34 EST 2008)>john williams, it’s my mom’s ss #

    Vanessa.22278(Wed Apr 30 21:52:32 EST 2008)>Thank you, John.

    John_(Wed Apr 30 20:48:41 EST 2008)>i am missing paula abdul on american idol

    Vanessa.22278(Wed Apr 30 21:53:05 EST 2008)>For account identification John, can you please

    provide your account number?

    John_(Wed Apr 30 20:49:04 EST 2008)>i think castro might get kicked off

    John_(Wed Apr 30 20:49:52 EST 2008)>hold on, am i chatting with a person or a computer?

    Vanessa.22278(Wed Apr 30 21:54:47 EST 2008)>I am a live person, John.

    John_(Wed Apr 30 20:51:00 EST 2008)>really?

    Vanessa.22278(Wed Apr 30 21:55:25 EST 2008)>Yes, John.

    Vanessa.22278(Wed Apr 30 21:55:38 EST 2008)>May I please have your account number?

    John_(Wed Apr 30 20:51:40 EST 2008)>where are the summer olypics beinf held this year?

    Vanessa.22278(Wed Apr 30 21:56:47 EST 2008)>It will be held at Beijing, Chaina.

    John_(Wed Apr 30 20:52:37 EST 2008)>peking or budapest?

    Vanessa.22278(Wed Apr 30 21:57:01 EST 2008)>I mean China, John.

    John_(Wed Apr 30 20:53:34 EST 2008)>well, brook white is gone, no need for cable anymore

    John_(Wed Apr 30 20:53:45 EST 2008)>thansk for your help

    Vanessa.22278(Wed Apr 30 21:58:12 EST 2008)>Alright.

    Vanessa.22278(Wed Apr 30 21:58:14 EST 2008)>Do you have any other questions about the

    service at this time?

    John_(Wed Apr 30 20:55:08 EST 2008)>no thanks, gotta tell my mom

    Vanessa.22278(Wed Apr 30 21:59:38 EST 2008)>Alright.

    Vanessa.22278(Wed Apr 30 21:59:41 EST 2008)>Thank you for contacting Comcast! We appreciate

    your business! 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 http://www.comcast.com to help you reach a resolution

    indepedently. Have a great day!

    Vanessa.22278(Wed Apr 30 21:59:50 EST 2008)>Analyst has closed chat and left the room

    analyst Vanessa.22278 has left room

  61. MayorBee says:

    Katherine should count her blessings, though. At least she wasn’t asked to “do the needful”.

  62. Cool story bro says:

    Katherine sounds like a bitch. Even after the rep explained to her, calmly and politely that he/she didn’t have the ability to help resolve her problem and pointed her in the right direction, she continued to moan and hassle the poor sod.

    Reading comprehension ftw, Katherine. Stop wasting everyone’s time.

  63. Jim says:

    @Nenne: I love the “May I put you on hold for 2 to 3 minutes?” routine.

    I understand they probably have to say that, but it doesn’t count if you come back in 2 to 3 minutes just to ask me again if I can hold again for 2 to 3 minutes. I held for 2 to 3 minutes for half an hour with AT&T a few weeks ago, just trying to get a tech out to re-install my phone (they installed it and left – without checking for a dial tone first).

    @chelseabill: Tada! Good job accomplishing nothing except harassing two people just paying their bills.

  64. bobblack555 says:

    Ahem…

    STOP USING COMCAST, PEOPLE. JEEZ GET THE MESSAGE WHY DONT YOU.

  65. camman68 says:

    @SteveZim1017: I don’t expect these people to go the extra mile. It would be nice if they would just do their job.

  66. crankitupyo says:

    What is a simple phone call going to hurt. The guy told you to call the 1800 number and instead of just calling the number you chose to hassle him because you wanna have something to whine about.. Get a life.. Let the people help you and stop messing around with them just because they are unable to handle the problem the way you think it should be done.

  67. Cindy THomas says:

    can u tell me what is the difference between a single sale and a unique sale?