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:
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 inyour 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 extraassistance 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 IComcast 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 exceptionaland 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 tosuffice 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. Iunderstand 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 thatI 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, soyou 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 inyour 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 thefuture, 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 ChatSupport2. 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 Forums4. Ask Comcast: Enter your question into our interactive Q&A tool. Available 24 hours a day, 7 days a week. Ask Comcast Sincerely, Nemerson AComcast 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 allthe boilerplate bulls**t. Basically, I'm not glad to be part of yourcomcast 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 acomputer, please call me as requested several times. I will wait for yourcall 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:
Thank you for contacting us giving me the opportunity to assist you onceagain. We are very glad to have you as part of Comcast family, Glenn. Itis our privilege to provide you an exceptional and unparalleled customerservice. 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. Iunderstand 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 thefuture, please do not hesitate to reply to this e-mail or check our other support options: . . . Sincerely, Nemerson AComcast 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 useit, then call today, between 10am and 3pm to the number specified in aprior message, specifically 561-XXX-X267. I have absolutely no interestin receiving another boilerplate bulls**t email from comcast or infinityor whoever you are this week. And please stop saying you "value mybusiness, " because it is obvious you don't give a sh*t. Call if you knowhow to use a phone. If we don't receive a call from you today, then we'llmake the assumption you are not interested in our payment, and you wouldprefer we find another phone service to fulfill our needs. It reallydoesn'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.
