gistfile1.txt

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user FELIX has entered room

analyst CEILO has entered room

CEILO: Hello FELIX_, Thank you for contacting Comcast Live Chat Support. My name is CEILO. Please give me one moment to review your information.

CEILO: Welcome to Comcast! I'd be more than happy to assist you! You can call me Cei. How's your day going?

FELIX: im doing well and yourself?

CEILO: That's good to know! I'm having a lovely day so far, thanks for asking.

CEILO: Thank you for considering Comcast as your service provider! I'll be more than glad to help you in signing up with Comcast services after verifying your address serviceability, during this chat, will it be fine to ask you few questions?

FELIX: ok

CEILO: To confirm the order I received, I'm chatting with FELIX RODRIGUEZ, with address at ********* and phone number ****, and you ordered for Performance Internet with Blast, is that right?

CEILO: Please be advised that in case you minimize your window, I may not be able to send a message to you because you'll appear offline on my end Our chat window closes after 4 minutes without a response from your end. No worries! I will make sure that our interaction would go fast and smooth.

CEILO: Felix, we would like to help you complete your order. Are you still there?

FELIX: yes

FELIX: sorry

FELIX: my address is different

FELIX: *** *** * 

FELIX: ***** * ** *

CEILO: Oh, thanks for letting me know.

FELIX: But my name is Felix Rodriguez

CEILO: May I also have the zip code, please?

FELIX: Zip is 94108

CEILO: Thanks for confirming, just to confirm, the rest is correct information aside from your address, correct?

FELIX: yeah the internet plan for 128 mb/s for 25/month for 12 months

FELIX: internet only no tv

CEILO: Great news! I have confirmed that your address is serviceable. Let's get started on setting up your service.

CEILO: Just to confirm, you logged in to your old account that has a different address and get that promotion, is that right?

FELIX: I think so

FELIX: I was just looking for internet services in my account and that showed up

FELIX: I also need no modem

FELIX: or router I have all of my own equipment

FELIX: well I will have it by saturday

CEILO: Got it!

CEILO: That's a great choice! A lot of our customers are after that. Sadly, that promotion for Blast tier is available only for current customers who have lower internet tier and upgrading the service. Since we are setting up a new account, that means we will not be able to get that promotion. What I can do here is to look for another package that will meet your expectations and budget. Would that work for you?

CEILO: We have an ongoing promotion for PERFORMANCE internet that has up to 25mbps for only

CEILO: *We have an ongoing promotion for PERFORMANCE internet that has up to 25mbps for only $29.99/mo for 12 months excluding equipment and taxes

CEILO: NO contract, NO termination fee

CEILO: Would you like to know more about this service, Felix?

FELIX: No i want the deal I already added to my cart and submitted the order for

FELIX: I am not considered a new account

FELIX: I have used comcast 2 years previously I should be able to upgrade to this

CEILO: I understand that you previously had a Comcast account, however right now, there is no active Comcast service at your new address, and since we are setting up a new account at this new address, this service request is considered new.

CEILO: As your previous account has been logged in upon ordering the service, the system let you order it and since another active account at that address, you are redirected to us to validate the eligibility of the promotion.

CEILO: You have been redirected to this chat before check out as there is a different address where you need services

CEILO: And availability of the promotion need to be confirmed.

FELIX: if the system let me do it then that is a fault on comcasts end and I should be granted the promotion that was offered to me

FELIX: I shouldn't have to pay 5 dollars more for a significantly reduced service

CEILO: Felix, please be advised that you are offered that promotion only if the service request is for***** ** * ** ** * ** *  address

FELIX: I have already informed comcast that I am no longer at that address and when I put in the order I used my new address

CEILO: The account that has been logged in is for ********* address and promotion at ************ is different.

CEILO: That is the reason why you are redirected to this chat, because system can capture the previous information that has been used for your old account.

FELIX: I would like to speak to a manager none of this matters to me

CEILO: As we are getting a new service at **********************, the rate for new service is the one that can be availed.

FELIX: I logged in, saw a promotion, ordered it and now your trying to get me to pay more for a worse service

FELIX: this is a horrible customer experiance

CEILO: I'm sorry if you felt that way, but the order that has been requested online is only designated at ************** address.

FELIX: I want to speak to a manager

CEILO: Please give me 2-3 minutes to connect you.

FELIX: thanks

Waiting for response from CEILO

CEILO: By the way, may I have the link where you saw the promotion?

FELIX: yeah sure its in the background of my chat

FELIX: http://d.pr/i/110r2.png

FELIX: shows the shipping address there as well

CEILO: Much appreciated, thank you so much.

CEILO: Please stay connected as I try to connect you. Thanks!

FELIX: yup

CEILO: Thanks!

FELIX: http://d.pr/i/147Bw has the price shown

FELIX: ...

CEILO: I'm still here, Felix

FELIX: k just checking since my comcast order timed out

CEILO: Oh, I see, sorry about that, I am just waiting for my managers confirmation to have the chat transferred. Just please stay connected. Thanks!

CEILO: Please wait, while the problem is escalated to another analyst

user FELIX has entered room

analyst Anthony has entered room

Waiting for response from CEILO

Anthony: I hope you're having a great day!

analyst CEILO has left room

Anthony: hi Felix!

FELIX: I anthony

FELIX: Hi*

FELIX: I just moved into a new apartment and it has been a wonderful experience until now

Anthony: I understand that you are trying to order service for Performance Internet at $24.99/mo is that correct?

FELIX: yes that is correct

FELIX: I just don't want to feel taken advantage of being offered something then having the deal changed out from under me

FELIX: and being more expensive

Anthony: I fully understand I will assist you within all my means to get that exact package !

FELIX: thank you I appreciate your help

Anthony: Please allow me to relaunch my tools for 2-3 minutes and I will be setting up your new service

Anthony: To confirm the order I received, I'm chatting with FELIX RODRIGUEZ, with address at *************, and phone number ***********, and you ordered for Performance Internet with Blast, is that right?

FELIX: My address is ************

FELIX: San Francisco, CA 94108

FELIX: everything else is correct

Anthony: Thanks for the info.

Anthony: Thank you for patiently waiting.

FELIX: no worries

Anthony: Felix I have tried to create your new account however the address is not updated in our master database I will need seek assistance to have this added this could take couple of minutes

FELIX: ok thats fine

Anthony: Much appreciated, thank you so much.

Anthony: I am calling the local office in your area now to help me out

Anthony: They might need to speak with you

Anthony: may I have your best call back number?

FELIX: **********

FELIX: thanks

Anthony: okay let me know if he calls you now then you may now disconnect in this chat if you wish to continue assisted by him

Anthony: The guy from local office will call you now

FELIX: talking with him now

Anthony: Perfect!

Anthony: Is there anything else that I may assist you with today?

Anthony: Thank you for choosing us! We love our customers and we want you to love your XFINITY. Bringing you amazing entertainment is our #1 goal. We also offer you peace of mind by standing by our XFINITY products with our Guarantee. Check it out at: http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee

Anthony: Let us know if you need help again - we're here to chat with you 24/7!

The analyst has left and your issue has been closed.
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