Has Comcast Hired ELIZA For Customer Chat Support?

This English-as-a-second-language tech support guy just wants to help Noah out, but the weird combination of formal exchanges and misunderstandings make him sound like an AI program. We don’t think Jullan even realizes that his good-natured attempts to help are only annoying the customer more. In theory, we like the idea of a tech support guy “extending an extra mile,” but maybe next time he should stick to tech support and leave billing questions unto the billing department.

Noah writes:

A few weeks ago I talked to a Comcast rep on canceling or seriously reducing my Comcast package. I spoke with a rep on the phone at 800-COMCAST, who asked me to stay with my current lineup, and to sweeten the deal he’d reduce my bill from ~$90 to ~$70. I said I’d give it a shot, and he said the new statement would be updated within 48 hours. A week later I see a bill still at the original $90 amount, so I enter Comcast Chat to discuss the error.

Keeping in mind it was about 1:00 AM, the conversation ended up more amusing than frustrating. It turns out, 20-odd minutes in, the person I was speaking with was tech support and had no authority to adjust the bill in the first place. Despite that, he did try to convince me the Comcast packages weren’t that expensive, as well as trying to give me “comfort.” I’m not convinced English was his first language, although at the end he showed some talent in the Olde version.

In any event, he thought I should stay with Comcast. What do you guys think?

user Noah_ has entered room
analyst Jullan has entered room

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

Hi! Welcome to Comcast! How are you today?

Noah_>
alright

Jullan>
That’s great

You are asking why is it that you are having the same bill without any reductions done, am I right?

Noah_>
not exactly

Jullan>
Okay

Noah_>
i spoke with a rep a week or so ago, he said he would apply a reduction to the total bill and that bill would be updated

and i see that it has not been

Jullan>
Okay

what about it?can you please specify?

Noah_>
I was told the amount would be recalculated to ~$70

I couldn’t tell you exactly what portion was supposed to be reduced, but I called and asked for a discount and he obliged

Jullan>
Why is that so?I mean, for what purpose?

Noah_>
because comcast is very expensive?

i was planning on withdrawing everything, but he convinced me to stay

Jullan>
Oh okay

Noah_>
cancelling

Jullan>
You will be quiting or will be cancelling because of the prices that we have on our packages?

Noah_>
well i was planning to when I called, and again the guy said he’d lower my bill in the hopes I’d stay

so I said i’d give it a shot with the reduced bill

but I see that adjustment has not been entered yet

or at least not displayed

Jullan>
Oh okay

Let me check that one first

Please stay on the line

To assist you further,would it be ok if I’ll put you on hold for a minute or two while I check on resources?

Noah_>
sure

Jullan>
Thank you

Thank you for patienly waiting

Noah, we here at Comcast have various service packages at reasonable prices. The prices are not that high.

Are you still there?

Noah_>
yes

Jullan>
Okay

May I ask the reason why you are asking for credits?

Noah_>
read above

it’s pretty laid out

The question is not why I’m asking for credits, it’s why the credits a comcast representative promised me are not showing up on the bill

Jullan>
I do apologize for that

Noah_>
no need to apologize, i’m just looking for the correction

mistakes happen

i’d like to pay my accurate bill and go to bed

Jullan>
As I see on my end here, there are no adjustments that was applied on your bill

Noah_>
true

that’s the error

Jullan>
If you want to have an downgrade for a lower price package, then we have packages here that are reasonable and may suit your budget

That if you wanted to have a downgrade

Noah_>
well i’d rather just have what was promised

Jullan>
Okay, let me check for that first

Noah, I do apologize for that, you may call 1-800-266-2278. I do apologize for the inconvenience that had caused you.

Noah_>
and what is that phone number?

Jullan>
It’s 1-800-266-2278

Noah_>
yes

where does it go

Jullan>
It will be going to the billing department

It may be possible that you will be talking to the people as the same as the one you had talked to before. The one who promised to have the adjustment

Noah_>
i spoke with customer service before

Jullan>
okay

Noah_>
i assume my phone call a few weeks ago was recorded?

Jullan>
That is very possible Noah

I do apologize that credit wasn’t applied

You are talking right now to a technical support representative.

Noah_>
tech support?

than why were you trying to give me that “our products are reasonably priced” line

Jullan>
Yes

Noah_>
that sounds like customer service, or sales

why, if you had no power to affect billing, have we been talking about billing for the last 20 minutes?

Jullan>
It’s because I just wanted to extend an extra mile to help you

Our ideas are not only limited to technical issues

Noah_>
that’s great, but what about your authority?

Jullan>
I don’t simply have the authority to give you simply the credits that you are asking.

Or the credits that the other agent promised you

But I can suggest that you can go for a downgrade if the reason for you asking for credits is the prices of our packages are expensive.

Noah_>
i’m still unclear why we’ve been talking for the last 25 minutes if you never had the authority to do what I was asking

Jullan>
That’s because I am trying to find ways on how to give you what you’ve been asking from the previous representative.

I have already given you the number to call in order for you to have a possibility to talk to the same people you had talked to before.

Noah_>
I asked to cancel from the previous representative

he came back with an offer, which I accepted

Jullan>
The sad part, is that the promise wasn’t made

Noah_>
That number is wonderful, but I still don’t see why you wouldn’t give it to me in the first minute after I told you my issue

You can listen to the recording all you want

I’m sure it will clarify things

Jullan>
That is because I am trying to look for ways for me to have a resolution to your issue. I can’t just simply give up by just giving you the number right away.

Noah_>
You “not giving up” cost me 30 minutes

by not “giving up” you utterly failed at addressing my issue

and took a long time to do it

Jullan>
The last resort that I can give you is that you can call that number, 800-266-2278.

Noah_>
i’d like you to admit you made a mistake in not giving me that number at the beginning

Jullan>
Yes, I do apologize for that. I didn’t give you the number right away because I am trying my best to give you comfort on your issue.

I am trying to look for ways inorder for me to fix your issue.

Noah_>
you try to give me succor and i feel like a sucker

Jullan>
It was my mistake that I didn’t give you the number right away because I tried to find ways to solve it.

Noah_>
these are pretty big mistakes, you wasting so much time and the other agent not entering our conversation. Think I should cancel comcast?

Jullan>
That depends unto you Noah

Noah_>
verily

Jullan>
Give Comcast another chance. You may call this number for them to give you more comfort regarding your issue.

Noah_>
I’m going to have to ask my friends

Jullan>
Okay

Sure

(Photo: Paul Keller)