Wrong – it is a hideously painful process that involves a never ending online chat person. This is actually the second time I’ve tried to do this; the first time I gave up because I got too frustrated.
As you can see in the transcript, I stuck it out to the end this time, but the mission is still only 50% complete.
I hate Comcast!
Nitesh: Hello DAVID, Thank you for contacting Comcast Live Chat Support. My name is Nitesh. Please give me one moment to review your information.
Nitesh: Welcome to Comcast Chat Sales! I see you are interested in adding Comcast services. It’s my pleasure to process your order and answer any questions you may have throughout our conversation. How are you doing today?3
DAVID: Doing good thanks. But since Comcast is supposed to be an internet company, why can’t I just add and subtract items from my account without having to go through this nonsense?
Nitesh: I understand your point David, However this is Comcast policy and we have to follow that.
DAVID: Yep, not your fault. It’s what happens when having to deal with a monopoly
Nitesh: David, I will try my best to complete your order as quick as possible.
Nitesh: In order to get you the best customer service experience and to make sure we meet your all needs, I would be asking a few questions. Is it okay with you?
Nitesh: Thank you
Nitesh: For security purposes, can you please verify these pieces of information: complete name, account number or last 4 digits of Social Security Number?
DAVID: David J Holliday xxxx is last 4 digits
Nitesh: Thank you for the information.
Nitesh: As I can see you want to add HBO to your current services. Am I correct?
DAVID: Yes. There is also a sports package on my account that I’d like to remove. I couldn’t see a way to do that on the Comcast site
Nitesh: For removing the sports package you need to call at 1-800-XFINITY as we are the selling department and we do not have authority to remove any package from customer’s account.
DAVID: Oh dear, that’s painful
Nitesh: David, I will only take 2-3 minutes. You just need to call at our toll free number and they would process your request straight away.
DAVID: Afraid not – I called the number and Comcast is closed. Terrible company
Nitesh: I understand you feel that way.
Nitesh: Let me start processing your order. Please stay connected.
Nitesh: I see that you currently have two of our services connected and have been a loyal customer for quite a while. As part of our appreciation for your loyalty, I would like to offer you our Triple Play package with Cable, High-Speed Internet and Comcast Digital Voice.
DAVID: Nope, we only use mobile phones so no use to us – thanks though
Nitesh: I see your point of view, but I strongly believe that you should take advantage of this package, if for no other reason the promotional rate is amazing. You get to experience the best of the best for our lowest rate available.
DAVID: Honestly, I just want to add the one item and remove the other one.
Nitesh: Not a problem. I respect your decision.
Nitesh: Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
Nitesh: David, I have added HBO to your account.
Nitesh: There will be a one time activation fees of $1.99 which will reflect in your next bill.
Nitesh: Monthly cost for HBO would be $10.
DAVID: No worries, I expect Comcast to add whatever fees they can – that monopoly thing again
Nitesh: David, I understand your point.
Nitesh: However, there is always an activation fees when you are adding any channel to your account.
DAVID: Of course there is.
DAVID: Are we done?
Nitesh: Yes. Is there anything else I may help you with?
DAVID: Not a thing – thanks!