I am from _________
AND I AM HERE TO HELP. As poker players we have encountered those folks. It is laughingly referred to as Level One Support. It isn’t new. As a geek trying to get something from the monolithic version of AT&T the key was, “Let me speak with the Group Chief Operator.” That was a term that transcended function. There wasn’t a magic phrase that worked at the poker sites. I don’t think there has been a online person that hasn’t had their turn in the barrel.
I won’t go into what exactly I think happened. The result was a stupid situation brought on by never getting a Comcast bill that was the same amount. I may/probably switched $55.96 to $550 and two days later paid $55.96. There may be something to this beyond my stupidity. And, I’ll shortly be back on the support merry-go-round over the amounts.
So, I wanted my $550 back. I went to their chat and the tech transferred me and then the new person said they had to talk to me and would call in the next day or so. That didn’t happen and the next week I’m back to chat and it worked out well — or so it seemed. (Text will be in the ADDENDUM:) The refund was promised. Hurrah!
Then this fellow over Mumbai way sent me an email:
Dear Mr. Prevo, Good Day! This is in connection to the ticket we received regarding the refund request where you would like the $500.00 credit on your account to be refunded back to yourbank account. I do apologize for the inconvenience this issue has caused you. Please be informed that in order for the refund to be processed, there is a need for you to fax the front and back copy of your check within 48 hours from the receipt of this notice. Our Billing Department's Fax Number is 847-391-8754. Kindly include this reference number: 002802808 on the fax you are sending. Once the needed documentation is faxed withint 48 hours from the receipt of this notice, the estimated resolve date of this issue will be on Tuesday, August 2, 2011. Should we be of further assistance, please call at 1-800-934-6489. You can also chat with one of our online representatives at http://www.comcastsupport.com/chat Thank you for choosing Comcast. Sincerely, Rudelyn B Comcast Customer Care Specialist ************************************************** The response contained in this message is intended for the addressee only and may vary from other responses depending on geography, promotional campaigns or other factors. If you are not the intended recipient of this response, please delete this message. Any unauthorized use or dissemination of the information contained in this message is prohibited. **************************************************
What is the problem here? Well, there was no check it was an EFT from the ACH. The thing to take away from the letter collection is there is no check or check number. The fellow in Mumbai was demanding something that never existed. To add silliness, who has a fax machine these days? It been a good 10 years here.
So, I went to DSLreports.com. That was the place I trashed Frontier and got a comment here from ComcastMark. He gave me an email address that’d take care of me and they did without hassle and it all ended with me a happy camper thanks to Edith O.
What could Comcast learn here? That they Mumbai operation isn’t a cost saving and it alienates customers. I went through 2 sessions with them and that carries a cost. It was further handled by a third individual that screwed it up. So, a more costly support person at DSLReports — ComcastSteve — had to resolve it. Their procedures and limits on support personnel didn’t resolve the problem. Their training is poor or their policies are. That isn’t cost effective or a good path to retention.
You should note that no support person approached the issue in the standardized manner you would assume was a function of level one support. It is Comcast roulette.
OK, that’s the news. Now to get my blood pressure back to what passes for normal.
P.S. If you have Comcast and an issue, bypass level one help and go to dslreports.com or use the email address ComcastMark gave me We_can_helpATcable.comcast.com. And, yes, I should have done that from the start. Thanks for pointing that out.
ADDENDUM: xxxx substituted for some data
analyst Edraly has entered room
EdralyBBBL: Hello James, Thank you for contacting Comcast Live Chat Support. My name is Edraly. Please give me one moment to review your information.
James: My Issue: I was supposed to be contacted on Monday about a refund on a $550 overpayment. This did not occur.
EdralyBBBL: Thank you for contacting Comcast Chat Support. It is my pleasure to have you on this chat.
EdralyBBBL: James, I understand that your inquiry is on the $550.00 overpayment on the account, correct?
EdralyBBBL: Okay, I see. We understand that James.
EdralyBBBL: No worries, I will be more that glad to help you with your inquiries today, James. Let me pull up your account here.
EdralyBBBL: Thank you for providing your account information. Would you please verify the information I received is correct. First name James Last name Prevo Phone Number 219763xxxx Street Address xxxx Plaza AV Zip Code xxxxx
EdralyBBBL: Great. Comcast takes your security & privacy very seriously. May you please provide the last four of your SSN?
EdralyBBBL: Wonderful! Thank you for the information, James. Please give me 2-3 minutes to pull up and review your account.
EdralyBBBL: While waiting, let me share with you one of our FREE services. Comcast CustomerCentral. It is one place for customers to pay your bill, manage your account settings, and get help and support for all Comcast products. You can easily access Comcast CustomerCentral from this link: http://customer.comcast.com
EdralyBBBL: Thank you for waiting, James. I have checked on your account here.
EdralyBBBL: Balance on the account is -$516.35
EdralyBBBL: The credit was applied to the account.
James: i am retired and this dragging out is not appreciated. I would like $500 refunded.
EdralyBBBL: It is applied to the account as a credit James.
James: refund the credit!!!!
James: it will take 2 years to recover your way
EdralyBBBL: However, I am submitting a ticket for you so for the amount to be credited back to your bank.
EdralyBBBL: I am still typing James. I would appreciate your patience to wait, thanks.
James: thank you. when and how will this be confirmed
EdralyBBBL: May I have your best contact number and email address please?
James: 219-763-xxxx kenprevoATgmail.com
EdralyBBBL: The ticket is checked within 48 to 72 business hours (9days). You will be contacted through phone or email once resolved.
EdralyBBBL: Thank you, James !
EdralyBBBL: Stay online, please!
James: that is what you said last week. that’s more than 6-9 days.
EdralyBBBL: 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
EdralyBBBL: Submitting the ticket right now. Stay online please. Thank you!
EdralyBBBL: Done here. Reference number is 110722-000137.
James: THANK YOU!
EdralyBBBL: You may take note of this number, James
EdralyBBBL: Sure dear. You are welcome!
EdralyBBBL: Before we finish up I’d like to just take a minute to review what we have done for you today: we submitted a ticket for the money to be refunded back to your bank. I am happy you have contacted Comcast today. Will there be anything else that I may assist you with?
James: NO THANK YOU