Reader Brian sent us this transcript of a conversation that he had with a Comcast rep. He was considering switching to Verizon and was wondering if Comcast could come up with any reason why he should stay. They couldn’t. In fact, Comcast’s CSR “Mike” said: “my advice is to go ahead and switch, and if you find Comacst provides a fast and more reliable service we will welcome you back.”

Brian(Sat Feb 16 2008 14:05:50 GMT-0500 (Eastern Standard Time))>
price of high-speed internet

analyst Mike has entered room

Mike(Sat Feb 16 2008 14:05:55 GMT-0500 (Eastern Standard Time))>Hello Brian_, Thank you for contacting Comcast Live Chat Support. My name is Mike. Please give me one moment
to review your information.

Mike(Sat Feb 16 2008 14:06:31 GMT-0500 (Eastern Standard Time))>Thank you for contacting Comcast. My name is Mike, how I may assist you today?

Brian_(Sat Feb 16 2008 14:06:54 GMT-0500 (Eastern Standard Time))>My Comcast bill has been slowly getting higher and higher each month – so much so that I am now looking at different options for my cable TV and high-speed internet.

Brian_(Sat Feb 16 2008 14:08:02 GMT-0500 (Eastern Standard Time))>I am considering switching to Verizon DSL until FIOS becomes available in my area – the price is $12.99 for the first 6 months, then $17.99
for the next 6 months, with a $35 credit for switching from Comcast

Brian_(Sat Feb 16 2008 14:08:43 GMT-0500 (Eastern Standard Time))>The offer is very persuasive and would save me quite a bit of money.

Mike(Sat Feb 16 2008 14:10:43 GMT-0500 (Eastern Standard Time))>my advice is to go ahead and switch, and if you find Comacst provides a fast and more reliable service we will welcome you back

Mike(Sat Feb 16 2008 14:10:45 GMT-0500 (Eastern Standard Time))>Did you have any other questions?

Brian_(Sat Feb 16 2008 14:11:39 GMT-0500 (Eastern Standard Time))>so that’s the best that Comcast can do for their loyal customers? they are not even willing to give a promotional rate to their existing customers?

Mike(Sat Feb 16 2008 14:14:22 GMT-0500 (Eastern Standard Time))>promotional rates are only available for new subscribers

Mike(Sat Feb 16 2008 14:14:44 GMT-0500 (Eastern Standard Time))>
you must cancel service and wait 6 months before being eligible for new subscriber status again

Brian_(Sat Feb 16 2008 14:16:05 GMT-0500 (Eastern Standard Time))>so an existing customer gets no loyalty or rate break?

Mike(Sat Feb 16 2008 14:18:10 GMT-0500 (Eastern Standard Time))>you have already been provided your promotional discount

Mike(Sat Feb 16 2008 14:18:38 GMT-0500 (Eastern Standard Time))>now we must charge the normal rate or we will not make the required money to maintanence the network

Mike(Sat Feb 16 2008 14:19:01 GMT-0500 (Eastern Standard Time))>without maintanence the system will fail and we will not be able to provide service

Mike(Sat Feb 16 2008 14:19:08 GMT-0500 (Eastern Standard Time))>Did you have any other questions?

Brian_(Sat Feb 16 2008 14:19:59 GMT-0500 (Eastern Standard Time))>no, it’s quite obvious that Comcast does NOT care about its customers and is price gouging them

Mike(Sat Feb 16 2008 14:21:20 GMT-0500 (Eastern Standard Time))>Thank you for contacting Comcast. If you need assistance in the future, please do not hesitate to contact us. Also please note that answers to many of your questions can be found in our fully illustrated FAQs in the HELP sectoin of http://www.comcast.net, have a great day!

Mike(Sat Feb 16 2008 14:21:22 GMT-0500 (Eastern Standard Time))>Analyst has closed chat and left the room

analyst Mike has left room

Brian sent this transcript to Comcast’s CEO and got the following apology:

Good afternoon Mr. [redacted],

Thank you for your e-mail to Brian Roberts expressing concerns about your chat experience with us today. We sincerely apologize for your interaction with our chat agent Mike and will gladly assist.

We appreciate you taking time to bring to our attention your rate concerns has well has your chat experience. This is definitely not how we like to treat any customer. Mike will be addressed.

We will review and have someone in contact with you to go over some promotions.

We value your business and look forward to continuing to service you.

Sincerely,

Ms. Asbury
National Customer Operations
Executive Office.

Brian says he’ll let us know what Comcast offers, but it just goes to show that if you have a bad experience with a chat CSR you should kick it upstairs. Also, if you’re looking for a retention offer, it’s probably a better idea to call so that they can transfer you to a retention specialist. Retention specialists are paid to care whether or not you switch to Verizon, whereas “Mike…” Not so much.

(Photo:honeylamb)

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