ComCast Online Customer Service

Synopsis of Comcast Online Customer Service:

Feb 19 2011. My email using Comcast form:
“Regardless of method of contacting Comcast, I receive no reply. I’ve tried calling … no one has a clue. I’ve tried online chat, Comcast chat agent Ely doesn’t have a clue. I’ve sent emails through Comcast website with a promise to reply within 24 hours, not true. … the only reply is a standard boilerplate form, no content. The problem is that when paying online, I continue to get the same error: ‘Error: A system error has occurred. Please call 1-800-COMCAST to verify the status of your payment. Please do not attempt to resubmit the payment as you may be double charged.’ If I wouldn’t know better, I would guess that Comcast hasn’t a clue what customer service is.”

Received: “Thank you for your comments. Your feedback has been successfully submitted. We will send an e-mail confirmation to xxxx@xxxx.xxx.

Subject: Re: Web Form Submission: Billing/Make a Payment Online (KMM4556531V58861L0KM)
From: "Comcast Miami"
Date: Sat, February 19, 2011 6:41 pm

Thank you for contacting Comcast High Speed Internet and Digital Voice email support team. I hope you are doing well today. Please accept my unreserved apology if you have to go through all of these processes, Glenn. We are very glad to have you as part of Comcast family, and it isour privilege to provide you an exceptional and unparalleled customer service.Thank you for bringing this concern to our attention, rest assured that we will properly address the concern by making it sure that the best resolution will be provided to suffice your overall satisfaction.

I understand how inconvenient this is for you having to contact us about

the issue that you have encountered in paying your bill online. I know

the importance of paying our bill online. No worries, you have reached

the right person to assist you with your concern and I will do my best

to resolve this issue within this email response. Comcast values your

business and your time today. I want you to know that your satisfaction

is of my topmost priority.

Glenn, upon searching your account, I was not able to view the correct

account thats under your name. For us to be able to provide you with an

excellent service, please email us back for more information about your

account. Please email us the following information:

1. Name on the account

2. Address where service is provided and mailing Address if different

3. Telephone number associated with the account and One of the

following:

Last 4 digits of the Account holders Social Security Number/Security 

Code/Account Number/Amount of most recent payment on the account.

With Comcast Services, there are several payment options, so you can 

select the option that will be most convenient to you.

Mail your payment

* You can send your payment to the address found on your bill.

* If you lose your bill, you can chat with us for your payment address. 

Just click the following link (you can also save this link to your 

favorites for quick access to customer service any time you need it):

Comcast Customer Central -Chat

Pay your bill online

* Click the following link to pay your bill online: Comcast Customer 

Central

* It's quick and convenient. You will need to enroll if you have never 

accessed your online billing before.

Set up recurring payment

* Please chat with us to find out if recurring payments are available in

your area.

* To chat with us, click the following link: Comcast Customer Central - 

Chat

Pay by phone

* To pay by phone, please call 1-800-XFINITY (934-6489).

Pay in person

* You always have the option of visiting a local payment center to pay 

your bill. We also have payment centers set up at many 7-Eleven kiosks.

* For payment center and kiosk locations, click the following link: 

Comcast Customer Central -Locations

Our goal is to provide you with excellent service. If we can be of extra

assistance to you Glenn, please do not hesitate to contact us anytime 

via e-mail, on phone at 1-800-XFINITY (934-6489) or you can always chat 

with one of our Customer Support Specialists 24 hour a day, 7 days a 

week at http://www.comcastsupport.com/chat

Let me also tell you about our support site which has received a lot of 

good feedback from our customers for it's user-friendliness and 

completeness! It can answer almost all of your Comcast cable, digital 

voice and internet concerns! The site is at 

https://customer.comcast.com/Public/Home.aspx

Thank you for choosing Comcast as your service provider Glenn. Comcast 

appreciates your business and value you as a customer. It is with 

gratitude to have you as my customer on this email. Enjoy the rest of 

your day.

Sincerely,

Lorna I

Comcast Customer Care Specialist

Subject: Re: Web Form Submission: Billing/Make a Payment Online (KMM4556531V58861L0KM)
Date: Mon, February 21, 2011 1:05 pm
To: "Comcast Miami"

Lorna I.,

Thanks for your reply.

Name on Account:  (Provided account name)
Address:  (Provided account address)
Phone:  (Provided account phone number)
Account No.:  (Provided account number and account issued date)

Again, suggest you or someone in your office call me tomorrow (Tuesday) between
10am and 3pm.  Call:  561-XXX-X267.

Thank you.

Glenn

Subject:   Re: Web Form Submission: Billing/Make a Payment Online (KMM4584726V13489L0KM)
From:   "Comcast Miami" 
Date:   Mon, February 21, 2011 1:38 pm

Thank you for contacting us. We are very glad to have you as part of 

Comcast family, Glenn. It is our privilege to provide you an exceptional

and unparalleled customer service. Thank you for bringing this payment 

concern to our attention. Rest assured that we will properly address 

your concern by making sure that the best resolution will be provided to

suffice your overall satisfaction.

I understand that you are communicating with us regarding issues making 

a payment. I apologize if this has caused you any inconvenience Glenn. I

understand how important it is to keep your account up to date and in 

good standing. You no longer need to worry about this. Rest assured that

I will provide all the information necessary so we can address your 

concern.

I have reviewed your account and our system shows your Total Amount Due is $XXX.
Offering our customers the most effective possible support is our
priority here at Comcast, Glenn. We appreciate that you have given us this
opportunity to communicate with you and we want to address your concerns as
quickly as possible. We sincerely apologize for the system error you encountered.
Please be advised that this is only temporary. If the issue persists, please
click on the link below to chat with one of our Live Chat Support Representatives
so we can process your payment.

Comcast Customer Central - Chat

In addition, there are several payment options with Comcast Services, so

you can select the option that will be most convenient to you.

Mail your payment

* You can send your payment to the address found on your bill.

* If you lose your bill, you can chat with us for your payment address. 

Just click the following link:

Comcast Customer Central -Chat

Pay your bill online

* Click the following link to pay your bill online: Comcast Customer 

Central

* It's quick and convenient. You will need to enroll if you have never 

accessed your online billing before.

Set up recurring payment

* Please chat with us to find out if recurring payments are available in

your area.

* To chat with us, click the following link: Comcast Customer Central - 

Chat

Pay by phone

* To pay by phone, please call 1-800-XFINITY (1-800-934-6489).

Pay in person

* You always have the option of visiting a local payment center to pay 

your bill. We also have payment centers set up at many 7-Eleven kiosks.

* For payment center and kiosk locations, click the following link: 

Comcast Customer Central -Locations

Thank you for choosing Comcast and have a great day Glenn! We greatly 

value your business. If you have further questions or any concern in the

future, please do not hesitate to reply to this e-mail or check our 

other support options:

1. Live Chat: Available 24 hours a day, 7 days a week. Comcast Live Chat

Support

2. Phone: Call 1-800-XFINITY (1-800-934-6489). Available 24 hours a day,

7 days a week for all service-related issues.

3. Ask the Comcast Community: Post your question and get answers from 

fellow Comcast customers and moderators. Available 24 hours a day, 7 

days a week. Comcast Forums

4. Ask Comcast: Enter your question into our interactive Q&A tool. 

Available 24 hours a day, 7 days a week. Ask Comcast

Sincerely,

Nemerson A

Comcast Customer Care Specialist

Subject:   Re: Web Form Submission: Billing/Make a Payment Online (KMM4584726V13489L0KM)  
Date:   Mon, February 21, 2011 4:48 pm
To:   "Comcast Miami" 

Like my original email stated, your online payment system doesn't work,

and neither does your phone pay system work.  When I went online to chat,

the chat person had no clue what to do.  Please don't reply to me with all

the boilerplate bulls**t.  Basically, I'm not glad to be part of your

comcast family, I could care less.  I'm a client because I need service. 

If you can help, great, otherwise don't bother replying.  If you are not a

computer, please call me as requested several times.  I will wait for your

call tomorrow.  Only call the number I specified in prior correspondence.

Subject: Re: Web Form Submission: Billing/Make a Payment Online (KMM4589879V31708L0KM)
From: "Comcast Miami"
Date: Mon, February 21, 2011 6:42 pm

Thank you for contacting us giving me the opportunity to assist you once

again. We are very glad to have you as part of Comcast family, Glenn. It

is our privilege to provide you an exceptional and unparalleled customer

service. Thank you for bringing this payment concern to our attention. 

Rest assured that we will properly address your concern by making sure 

that the best resolution will be provided to suffice your overall 

satisfaction.

I understand that you are communicating with us regarding issues making 

a payment. I apologize if this has caused you any inconvenience Glenn. I

understand how important it is to keep your account up to date and in 

good standing. I am sorry to know that you are having issues making a 

payment online. Please try using a different internet browser so we can 

determine possible browser compatibility issue. I also checked your 

account and noticed that you have a Commercial account with us. We 

sincerely apologize if the Chat Support who initially handled your 

concern wasn't able to process your payment. Kindly try chatting again 

and rest assured that we will be able to process your payment. In 

addition, you may also call our Business Accounts Department at 

1-800-316-1619 for additional assistance.

Thank you for choosing Comcast and have a great day Glenn! We greatly 

value your business. If you have further questions or any concern in the

future, please do not hesitate to reply to this e-mail or check our 

other support options: . . .

Sincerely,

Nemerson A

Comcast Customer Care Specialist

Subject:   Re: Web Form Submission: Billing/Make a Payment Online (KMM4589879V31708L0KM)
Date:   Tue, February 22, 2011 6:33 am
To:   "Comcast Miami" 

For the 4th time, if you know what a phone is and have the ability to use

it, then call today, between 10am and 3pm to the number specified in a

prior message, specifically 561-XXX-X267.  I have absolutely no interest

in receiving another boilerplate bulls**t email from comcast or infinity

or whoever you are this week.  And please stop saying you "value my

business, " because it is obvious you don't give a sh*t.  Call if you know

how to use a phone.  If we don't receive a call from you today, then we'll

make the assumption you are not interested in our payment, and you would

prefer we find another phone service to fulfill our needs.  It really

doesn't get any simpler than that.

The response to this was yet another form letter.  
I think it is obvious that this form of communication is also poorly managed, and,
of course, doesn’t work.