UPDATE: Comcast Responds To Yesterday’s Article, Waives $1.99 Fee
Reader Jonathon wanted to cancel his HBO so he contacted one of Comcast’s infamously useless online customer service representatives. CSR Adam informed Jonathon that to cancel HBO would cost him a fee of $1.99. He asked to speak to a supervisor to get the fee waived but CSR Adam said that would be impossible. The CSR then pointed out that there would be no charge to cancel Comcast’s service altogether. Decisions, decisions. Jonathon’s letter and chat log, inside…
I don’t know if this qualifies as news or not, but I was getting tired of paying $160/month for cable an internet (one TV). My wife and I decided that now that the Wire, Sopranos, Rome, etc. have gone bye-bye, sacrificing HBO was no big loss. I was then informed that I could cancel HBO for the low, low price of $1.99. But it’s free to cancel my Comcast account entirely! Customer service at its finest. Here’s the transcript. Enjoy, and please let me know if you decide to print.
user Jonathon_ has entered room
Jonathon: Cancel HBO
analyst Adam has entered room
Adam: Hello Jonathon_, Thank you for contacting Comcast Live Chat Support. My name is Adam. Please give me one moment to review your information.
Adam: Jonathon, I will be happy to help you with this.
Adam: One moment please while I access your account information.
Adam: Protecting your privacy is a priority to us, before we can provide you with the requested information, we must confirm your identity as the authorized account holder. To do so, we request that you provide Comcast account number or the amount of your last payment.
Jonathon: I don’t have either on me at the moment
Jonathon: Hold on and let me see if I can get the amount from my bank account
Adam: Excellent. Thank you
Adam: Ther is a one time charge of $1.99 to make this change
Jonathon: Pardon me, are you telling me that you are going to charge me a fee to cancel a service?
Adam: Ther is a $1.99 to make a change to the acocunt that is correct
Adam: Either add or remove a package
Jonathon: That’s absurd. I’m already unhappy with the service I get and Comcast wants to charge me for the privilege of canceling? That’s a terrible policy.
Adam: How do you want me to proceed?
Jonathon: Without charging me $1.99
Adam: I do apologize but I amnot able to waive that fee
Jonathon: My I speak with somebody who can?
Adam: We do not have a supervisor on shift at the moment however, you can call us at 1-800-COMCAST and request to speak to a supervisor that way
Jonathon: To be frank, if I have to pick up a phone to handle this matter at this point it will be my entire $158.91/month service that I am canceling, and not just HBO. Would there be a charge for that as well?
Adam: NO charge to cancel
Adam: Jonathon Is there anything else I can help you with today?
Jonathon: So I’ll be treated with greater decency if I decide to leave all together? No, I don’t believe that you can help me with anything else today.
Adam: Have a good day
Adam: Thank you for making Comcast part of your day. 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). Thank you again for choosing Comcast we appreciate your business. To visit our local support page including links to contact us via Email, as well as many downloadable forms,and FAQ pages, please visit: http://www.comcast.com/nesupport/
Did you know that Comcast offers its customers a variety of free benefits? These include McAfee Antivirus, Firewall and Privacy software as well the Comcast tool bar that lets you take Comcast.net with you while you surf, and the Desktop Doctor to help you restore lost settings…plus much more, please visit http://www.comcast.net/downloads/ to see all of the extras that we provide.
Analyst has closed chat and left the room
It’s almost as if Comcast is begging you to cancel your service. Some may consider such a decision akin to throwing the baby away with the bathwater, although, if you have a fugly Comcast baby the decision seems clear. Which would you choose?