See the following text from my interaction with the customer service department for an example of the crappy service they provide.

user Andrew has entered room

analyst Roshan has entered room

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

Roshan: Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee athttp://www.comcast.com/corporate/Customers/CustomerGuarantee.html

Andrew : My Issue: What is the delay?

Andrew : I am a new customer and ordered service last Monday. They said I would be set up within 48 hours. It is now Saturday evening and no phone call to set up service.

Roshan: Hi Andrew. Just to ensure that I have understood the issue correctly, you are facing issue with your service install. Is that correct?

Andrew : Yes

Andrew : I called an followed up two days ago and they said they should call soon.

Roshan: Okay, I am here to provide you with excellent customer service today. Please be assured I will do my best to help you and I'm sure we can work together on your concern.

Andrew : "Hopefully" within the next few hours

Roshan: For account security & verification purpose, please provide the complete address where the services needs to be installed. Please include Apt/unit #, State & Zip.

Andrew : Redacted

Roshan: Thanks for the info.

Roshan: Please allow me few minutes to pull up your account to assist you better.

Roshan: To ensure that I have the correct account could you please confirm the full name of the account holder as listed on the account?

Andrew : Andrew Redacted

Roshan: Thanks for the info.

Roshan: Andrew, I need to connect the chat with our concerned department to assist you further with the issue.

Andrew : How long will that take?

Roshan: It will take a minute to connect. Would that be okay with you?

Andrew : Might as well

Roshan: Shall I connect the chat with our concerned department to get the issue fixed for you?

Andrew : Yes

Roshan: Much appreciated, thank you so much.

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

Waiting for response from Roshan

user Andrew has entered room

analyst Don has entered room

Andrew : My Issue: What is the delay?

Don: Hi! Great to have you on chat! How are you, Andrew?

Andrew : OK you?

Don: That's good to know!

Don: I'm doing fine as well, thank you so much for asking!

Don: I understand that this is an escalated chat, Andrew. Would you mind if I review the previous transcript for 2-3 minutes?

Andrew : I am annoyed with the speed of service however, I was told I would be contacted within 48 hours on Monday to set up my service as a new customer. It has been much longer than that.

Andrew : OK

Don: I have already read the previous transcript, Andrew.

Andrew : great

Don: I sincerely apologize but this is the billing department. Please allow me to route you to the correct department that will assist you further with your pending installation.

Andrew : WOW was it not clear from the previous transcript what my issue was? How did I get to billing?

Don: I sincerely apologize for the incorrect transfer, Andrew. I assure you I will have this escalated to the correct department that will handle your concern properly.

Andrew : OK'

Don: Shall we proceed with connecting this chat to our sales department?

Andrew : YES

Don: You will see a message that says I have "left the room"; however, you will still be connected to the next agent.

Don: Please stay online and connected to the chat for the next agent who will assist you as soon as possible.

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

user Andrew has entered room

analyst Amritpal has entered room

Waiting for response from Don

Amritpal: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?

analyst Don has left room

Andrew : Is this the sales department?

Amritpal: yes, I am from Sales team.

Amritpal: How are you doing today?

Andrew : OK

Andrew : Just want the issue resolved.

Amritpal: Glad to hear it. That's awesome!

Amritpal: I will surely assist you for that.

Amritpal: Andew, may I have your full name and complete service address where you have placed the order?

Andrew : Andrew Redacted

Amritpal: Much appreciated, thank you so much.

Andrew : Hello?

Amritpal: I am pullingup your address, as I am unable to find out the address.

Andrew : My address isn't in your system?

Amritpal: I have double checked in my system, and I am still unable to find a match for this address. It could be that the address never had our services and has not been registered with us yet. Was this address recently constructed or renovated?

Andrew : No

Andrew : Try Redacted Same City

Andrew : I have had this service at this address in the past

Amritpal: Ok, if you don't mind, I'm going to take a few moments to look into this, and I'll get back with you asap.

Andrew : three or four years ago

Andrew : I also am a new customer and set up a service request last Monday

Amritpal: Redacted I am getting this address. Is that correct?

Andrew : Yes

Amritpal: Thanks for confirming me that.

Amritpal: Andrew, as I can see that we need to create the new account, as your account has not been created yet.

Andrew : Are you kidding???

Amritpal: May I have your permission to create the new account of yours?

Andrew : I called Monday and again two days ago

Andrew : To set up a new service. i have spend over two hours talking to you just to be your customer and now I find that I am not in the system? That is really annoying.

Amritpal: I truely understand that, however, as i double check this address, your account has been disconnected on 09/07/2012, and after that there is not any account created under your name.

Andrew : And the system says that you never received a call from me?

Amritpal: I really apologize, as I am unable to access the call history fro mmy end.

Andrew : All right. If this is how I can expect service from your company I am tempted to stay with my current Internet provider.

Amritpal: I do understand that, however, that is the best I could do for you.

They when on to request a credit check again. That would be two hard inquiries against my credit to set up the same service.

Product or Service Mentioned: Comcast Sales Representative.

Reason of review: Poor customer service.

I didn't like: Not fixing problem, Representation.

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