It's that time of year again: time to suffer through a long conversation with Comcast. Recent conversations with friends have taught me the value of doing so via online chat, not on the phone, so that I can multitask, and so that I have a permanent record of the entire conversation.
We want cable internet. We love the speed. We do NOT want cable TV or any other service from Comcast. Every time I have to explain this, the agent seems completely befuddled that anybody could possibly make such a decision.
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| "Noooooooooooooooo!!!!!!!!!!" |
I pray that I am gradually learning to see this annual dance as just that -- a dance -- rather than undue oppression, because honestly, there are way too many problems in this world that are actual problems. Maybe this means I am growing spiritually. But I hope it doesn't mean I'm learning to be more compliant with a corporation that counts on its customers not paying attention and thus being overcharged.
- Problem: We don't understand why our monthly bill for Internet Service Only suddenly increased by $17 with no explanation. A revised services price list was enclosed with our bill, but nowhere on the list did it show XFINITY Internet costing $88.95.
- Sanjay > Hello JOSHUA_, Thank you for contacting Comcast Live Chat Support. My name is Sanjay. Please give me one moment to review your information.
- JOSHUA_ > My Issue: We don't understand why our monthly bill for Internet Service Only suddenly increased by $17 with no explanation. A revised services price list was enclosed with our bill, but nowhere on the list did it show XFINITY Internet costing $88.95.
- Sanjay > Nice to have you on chat. Hope you are doing well today.
- JOSHUA_ > Thank you.
- Sanjay > You are welcome!
- Sanjay > As I understand you want to know why your bill has increased. Am i correct?
- JOSHUA_ > Yes, we are considering leaving Xfinity for a more affordable internet service, but we wanted to give the company a chance to make us an offer to keep our business.
- Sanjay > No worries, Joshua. I am here to assist you. I myself too would want to be on top of my account, as well as the bills especially handling the payments. Please be assured I will do my best to help resolve your issue today.
- JOSHUA_ > Thank you.
- Sanjay > You are welcome!
- Sanjay > Thank you for verifying account information before entering the chat room. Let me go ahead and review your account.
- JOSHUA_ > Please go ahead.
- Sanjay > While you are waiting why not check out www.comcast.com/Corporate/Learn/HighSpeedInternet/highspeedinternet.html and see how to take advantage of the full value of your High Speed Internet.
- Sanjay > Also, let me tell you about our Comcast Guarantee. It's our endeavor to provide you the best customer experience and stand behind our products and services. If you ever have a question you can reach us 24 x 7 either online or email.
- Sanjay > Thank you very much for patiently waiting.
- Sanjay > As I have checked your account, the increase in your month bill is due to a promotion rolled off.
- Sanjay > On 2nd July 2014 you signed up for our Performance with Blast Internet which has an introductory price of $61.99 for the first 12 months.
- Sanjay > Which has been rolled off and it has been changed to its Regular Rate $78.95 and that is the reason for increased bill.
- Sanjay > I regret to say that the promotion can not be extended further however let me take a look on your account to check your current services and ensure that you are getting the best value for your money.
- JOSHUA_ > Thank you. I still do not understand why our most recent bill was for $88.95.
- Sanjay > Your prices for your package are $78.95 and $10 is the modem charge. So your bill is $88.95
- Sanjay > Joshua, I have consulted with my supervisor for your issue and reviewed best packages for you. We have found a GREAT deal for you. You can have Same Blast Internet with HBO, Streampix and 10+ basic cable channels. This promotion will be at $59.99/mo with 12 months agreement. After 12 months you can again change your promotion to a different promotion to lower your bill again. I hope it sounds good to you and I assure you that you will be enjoying your services with this package.
- Sanjay > Shall I go ahead and apply this deal now?
- JOSHUA_ > Thank you for finding this package. We actually do not want cable TV because we have a young child in the house. Can you offer us a similar deal of $59.99/mo for Blast Internet only? What would the monthly rate be AFTER this 12 month promotion runs out?
- Sanjay > Joshua, I regret to inform you that the promotion price with Internet only are not reflecting on your account because you recently accessed it. That is the reason we have selected the most basic cable package to bundle with your internet to lower your prices.
- Sanjay > As this is a bundle deal so the Cable service can not be eliminated.
- JOSHUA_ > I'm afraid I don't understand. Why should we pay more for Internet alone than for Internet and cable TV together?
- Sanjay > These are the bundle deals, Joshua. Always bundle deals are cheaper. It is a promotional prices for the TV and Internet bundle for first 12 months. As you accessed the internet only on promotional prices, the same goes with Double Play and Triple Play bundles. However Double Play and Triple Play deals can be applied on your account as Comcast provides for new customers where you already have accessed the Internet only promotion so there is no promotion for new customer is reflecting on your account for new customers.
- Sanjay > That is why I can apply the Double Play deal at cheaper price on your account at this time and it is the best option available at this time which can lower your bill.
- JOSHUA_ > What if you gave us the bundle deal for $59.99 and billed us for both cable TV and internet service, and we never schedule a setup for the cable TV?
- Sanjay > Let me also inform you that we will be sending you a Cable box which will not have any monthly rental. So your monthly rental onwards will be $59.99 for package + $10 for modem = $69.99/mo + taxes.
- Sanjay > Joshua, as I mentioned that this is a bundle deal and the Cable can not be eliminated. We will need to close the order with sending you a Cable box and you may apply it at any time to access your Cable.
- JOSHUA_ > But if Xfinity never sends us the cable box, and never has to send employees to set up, that will save Xfinity time and money, and we'll both be happy.
- Sanjay > Joshua, I will select the self Installation.
- Sanjay > So there will be no charge for installation.
- Sanjay > However there will be a one time charge for Shipping you the box and the Self Installation Kit. The regular charge is $9.95 for shipping and $15 for Kit. However I am very much concerned to assist you and I can waive off the shipping charge at this time. So you only will be charged $15 for sending you the cable box.
- Sanjay > Rest assured this is a GREAT deal. you will be saving $18.96/mo with this deal.
- Sanjay > Also, it is more cheaper then what you were paying for Internet only before.
- Sanjay > As well as you will receive the prorated credits for current bill as well.
- JOSHUA_ > Would it be an option for Xfinity to wait for us to contact the company until we are ready for them to ship us the cable box?
- Sanjay > Yes, sure. What best I can do for you is I can place the order and if you want to take the Cable box later you can take it as well as you can take it at nearest Comcast office as well.
- Sanjay > Will that be fine?
- JOSHUA_ > Please confirm: We will not be charged for the cable box kit until we request it (or pick it up from a Comcast office).
- Sanjay > Joshua, the kit charge will still remain there. However you will not be charged for shipping. Yes, you can take the equipment at nearest Comcast office.
- Sanjay > If you want you can pick up the cable box from local office
- Sanjay > I can also place the order to ship the box however charges will remain same as $15 for the self installation kit
- JOSHUA_ > That's not yet an acceptable deal. As I'm sure you understand, we have no intention of ever picking up the cable box kit, because the fact remains that we don't want cable TV.
- Sanjay > Joshua, what best I can do for you is, I can process a credit of $10 on your account. So it means that you only be charged $5 for the same.
- Sanjay > I hope that will be fine with you?
- JOSHUA_ > OK, I think we have reached a deal. But for the record, this haggling is silly, as is our having to keep coming back to Xfinity to beg for a lower rate.
- Sanjay > I understand that however the regular prices are higher and to make your bill lower a promotional price is needed to be applied on your account and every promotional price has a certain time period.
- JOSHUA_ > Yes, the system is dysfunctional. But I am grateful that Xfinity's customer service seems to have improved a bit since the last time I had to do this dance.
- JOSHUA_ > Thank you for that.
- Sanjay > You are welcome, Joshua! I understand your concern however these are Comcast defined deals and we can not make changes to make them permanent.
- Sanjay > Also I would recommend you to take the shipping of box at our end as it will be beneficial because I will waive off the shipping charge for you.
- Sanjay > Will that be fine?
- JOSHUA_ > Please do whatever I need to do in order not to have cable TV installed, and to only have to pay $5 for the box I will not use.
- Sanjay > Yes, as I will credit $10 on your account so you will be paying $5 on your account for Shipping you a kit. As well as you can connect you Cable box at any time and enjoy the Cable service you will be getting with this deal.
- JOSHUA_ > Thank you. I will save this transcript and refer to it when we do this dance again eventually. How long will this promotion last, so I can be prepared?
- Sanjay > It will roll off after 12 months. It will be applied on 3rd July 2015 on your account and will roll off on 2nd July 2016.
- JOSHUA_ > OK -- that is on my calendar. Thank you.
- Sanjay > You are welcome!
- Sanjay > Your order number is : xxxxxxxxxxxxxxx
- JOSHUA_ > Got it.
- JOSHUA_ > One more question: I have a bill sitting here for $89.82. Should I wait for a new bill, or pay only part of this one?
- Sanjay > You will be receiving the Cable box with in 3-5 business days. Once you receive it, you can activate it under this link : http://www.comcast.com/activate
- Sanjay > All the credits will be reflecting in your next bill.
- Sanjay > However you can pay the current bill by subtracting these credits.
- JOSHUA_ > So my new total is ... ?
- Sanjay > Sure. Let me check that for you.
- Sanjay > You can make your current balance zero by paying $73.42
- JOSHUA_ > OK. I will do that today.
- Sanjay > Your prorated credits will be of $16.40
- JOSHUA_ > OK.
- Sanjay > Thank you.
- Sanjay > Is this "xxxxxxxxxxxxxxxxx" the preferred email address for Comcast account related notifications?
- JOSHUA_ > No, I have never used that email address. Please use xxxxxxxxxxxxxxxx.
- Sanjay > Sure. let me update that for you.
- Sanjay > In order to receive the pricing you have been quoted today let me give you a link to accept the terms of this agreement. Please go to: http://www.comcast.com/eloa/English/agreement
- Sanjay > Please enter your account number : xxxxxxxxxxxxxxx
- Sanjay > And today's date for order.
- Sanjay > Please help me with online reference number.
- JOSHUA_ > It looks like this locks me into a 12-month contract. I don't believe you mentioned that before.
- Sanjay > Joshua, I mentioned it at first place.
- Sanjay > However you may any time upgrade your services and there will be no Early Termination Fee.
- JOSHUA_ > OK, I see: "This promotion will be at $59.99/mo with 12 months agreement." Is that it?
- Sanjay > Yes, that is correct.
- JOSHUA_ > What if I move during the 12 months?
- Sanjay > You can move your same service to your new address and there will be no Early Termination Fee. As well as there is no Early Termination Fee or can be waived in case of upgrading your services.
- JOSHUA_ > And what happens after 12 months if I do nothing? Does a new contract begin automatically?
- Sanjay > If you directly will cancel this, there will be a Early Termination Fee. However the above options are the best options to avoid Early Termination Fee.
- JOSHUA_ > So, since I never intend to upgrade to a bundle ... the only way to avoid an early termination fee is to contact you at precisely the moment when the contract is about to expire, and then not renew it?
- JOSHUA_ > Please pardon all my questions, but I am determined not to be taken advantage of. My history with Comcast has made me hyper-vigilant.
- Sanjay > Oh, I am sorry if you have any bad experience with Comcast. I understand your concern, Joshua.
- Sanjay > Joshua, you can any time make changes when your promotion will roll off and change your package to any lower promotional prices again .
- JOSHUA_ > Almost all bad experiences, except for the speed of the internet, which is unmatched. In many place, you have a monopoly, and it's not good for your business model.
- JOSHUA_ > I will mark that month on my calendar and be sure to address this when it is coming up. Do you need anything else from me?
- Sanjay > I will make notes of your words on your account so that Comcast will surely take it as feedback.
- JOSHUA_ > Thank you.
- Sanjay > You are welcome, Joshua!
- Sanjay > Have you accepted the agreement?
- JOSHUA_ > Yes.
- Sanjay > May I please have the online reference number?
- JOSHUA_ > Where is it?
- Sanjay > It will reflect to you once you will submit the agreement form.
- Sanjay > Please go to: http://www.comcast.com/eloa/English/agreement
- JOSHUA_ > Oh, I missed that. I have closed the window already. I saved the contract as a web page on my hard drive.
- Sanjay > Enter your account number : xxxxxxxxxxxxxxx and today's date for ordered placed and your zip code.
- Sanjay > Okay. let me see if you have accepted it.
- Sanjay > Yes, that is correct. You have accepted it. Thank you, Joshua.
- Sanjay > To sum up, I have reviewed your account details and informed you that the bill has increased due to the promotion rolled off. I also have applied a new promotion on your account. It is Internet Plus with Blast. The prices for the same will be $59.99/mo for first 12 months. The second year price will be increased by $15-20 however you can make changes after 12 months to lower your bill again. Also there will be a $15 Kit charge on your account but I have credited $10 on your account so you will be paying $5 for the same only. You will be receiving the new Cable box with in 3-5 business days. Your new monthly rental onwards will be $59.99 + $10 for modem = $69.99+ taxes.
- Sanjay > Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
- Sanjay > No worries, it has been accepted by you. It is reflecting here so there is no need of online acceptance number now.
- JOSHUA_ > You have everything you need? OK. I think we're FINALLY finished. And I thank you for your assistance, but I dream of the day when the FCC will bring Comcast into compliance with net neutrality.
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