Monday, August 25, 2008

eSupport Chat with Brenda

I got another bill from Comcast.  Melinda's promise from last month turned out to be false.  This time I talked to Brenda and she made a new promise to fix my problem.  Here are some highlights from the chat with Brenda:

  • "My supervisor and a lead are helping me make the necessary changes to get this problem fixed for you tonight"
  • "We were able make sure your account appears as cancelled as of May 26th"
  • "Your refund check will be 142.29, you should be expecting that within the next 4 to 6 weeks"


The complete transcript follows (I only deleted my street address):

eSupport Chat Transcript


Michal > You keep billing me for service you stopped providing on 5/29.  Can you finally send me my refund?  See also my previous chat ID number of 28370746 which claimed that you fixed that problem.
Brenda > Hello Michal_, Thank you for contacting Comcast Live Chat Support. My name is Brenda. Please give me one moment to review your information.
Brenda > I can definitely look at your refund status. 
Michal_ > thanks
Michal_ > it's not just the refund status
Michal_ > you keep billing my for service i don't have
Brenda > How did you cancel your services? 
Michal_ > i went to the
 local office.  i returned the equipment and told them to cancel my service
Michal_ > i have receipt for this
Michal_ > dated 5/29
Michal_ > i can email you a copy of the receipt if it helps
Brenda > I see the notes on your account Michal. Thank you.
Michal_ > so, where are we going from here?
Michal_ > can you escalate this problem?
Brenda > On
 e moment, please, while I review your account. 
Brenda > Thank you for your patience.
Michal_ > thank you
Brenda > You're welcome.
Michal_ > Are you still there, Brenda?
Brenda > I am doing some research.  Thank you for your patience.
Michal_ > ah, thanks.  just checking.
Brenda > Thank you for your patience.
Brenda > There seems to be some problems with your account.  Your account is still showing as active.  That is the reason you are still receiving bills.  
Brenda > My supervisor and a lead are helping me make the necessary changes to get this problem fixed for you tonight. 
Brenda > I apologize for the 
 inconvenience this has caused you. 
Michal_ > thank you for looking into this
Michal_ > do you think it will be fixed tonight?
Brenda > You're welcome.. 
Brenda > Yes. Please standby.  It will take about 5 to 10 minutes to get this resolved for you.  I will let you know what your refund amount will be. 
Brenda >
 ; Thank you for your patience.
Michal_ > I will stand by.  I really want to have this resolved.
Brenda > Thank you.
Brenda > We are still working on it. 
Michal_ > thanks for the update
Brenda > Thank you for baring with us. 
Brenda > Thank you for your patience Michal.  We were able make sure your account appears as cancelled as of May 26th. 
Michal_ > thanks!
Michal_ > I hope that it works this time!
Brenda > Just one more moment. 
Michal_ > OK
Brenda > Let me find 
 out if I can get that refund total for you. 
Brenda > Your refund check will be 142.29, you should be expecting that within the next 4 to 6 weeks. 
Brenda > Where do you want this check to be mailed to?
Michal_ > same address as what you have on file
Michal_ > XXXXXXXXXX, Palo Alto, CA
Michal_ > can
  you also give me the chat id
Michal_ > And email the chat transcript to me?
Brenda > You may choose to email yourself this script at the end of our chat. 
Brenda > One moment, please.
Michal_ > OK
Brenda > You are all set.  My chat id is 29465037
Brenda > It was my pleasure to assist!  Is there any thing else concerning your Comcast service that I may assist you with at this time?
Michal_ > Can you give me the chat ID?
Michal_ > For my records...
Brenda > My chat id is 29465037
Michal_ > Thank you!
Michal_ > Good night!
Brenda > We strive to exceed your expectations and hope that you will take a moment to complete the 3 question survey that will follow our interaction, your feedback will help us to continue improving how we serve you.
Brenda > Thank you for choosing Comcast as your Cable television provider. Should you have additional questions, please feel free to chat back with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/chat