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05-07-2008, 11:51 AM
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EastChestnut's NOT so COMCASTIC Experience
So, I'm trying to get service started on my new house... and I'm doing this WAY in advance because I know how long Comcast takes to get off their ass and install service.
So, I fill out the order online, and then as I proceed to checkout, I'm sucked into this IRC chat session with an "analyst" named Angelino... who probably is from India. I should have used netstat to check what computer I was connected to during the chat session; I'm sure the dude wasn't anywhere in the United States. So anyway, "Angelino" informs me that Comcast needs to "verify" the address of the house. I even gave him a link to Google maps showing the location of the property. I even had pictures of the home. It's definitely there. How long does Comcast need to verify the existence of a building? FOUR DAYS. Behold: user EASTCHESTNUT_ has entered room EastChestnut(Wed May 7 10:42:19 EDT 2008)>Order Information analyst Angelino.24573 has entered room Angelino.24573(Wed May 7 10:42:26 EDT 2008)>Hello EASTCHESTNUT_, Thank you for contacting Comcast Live Chat Support. My name is Angelino.24573. Please give me one moment to review your information. Angelino.24573(Wed May 7 10:42:29 EDT 2008)>I will be happy to assist you with your order today. For verification, can you please give me your full name and address? EASTCHESTNUT_(Wed May 7 10:45:05 EDT 2008)>East Chestnut EASTCHESTNUT_(Wed May 7 10:45:10 EDT 2008)>{snip!} Levick, Phila Angelino.24573(Wed May 7 10:43:21 EDT 2008)>Thank you for that information. Angelino.24573(Wed May 7 10:43:22 EDT 2008)>Are you a new customer? EASTCHESTNUT_(Wed May 7 10:45:50 EDT 2008)>anybody home over there? EASTCHESTNUT_(Wed May 7 10:45:53 EDT 2008)>ahh EASTCHESTNUT_(Wed May 7 10:45:53 EDT 2008)>yes Angelino.24573(Wed May 7 10:43:35 EDT 2008)>I will now verify your address. Angelino.24573(Wed May 7 10:43:36 EDT 2008)>One moment please. Angelino.24573(Wed May 7 10:46:21 EDT 2008)>I appreciate your patience; I am still working on this for you, would you mind holding for a little longer? Angelino.24573(Wed May 7 10:47:25 EDT 2008)>Did you receive my last message? EASTCHESTNUT_(Wed May 7 10:50:00 EDT 2008)>yeah I'm sitting here EASTCHESTNUT_(Wed May 7 10:51:10 EDT 2008)>converting oxygen into carbon dioxide Angelino.24573(Wed May 7 10:48:47 EDT 2008)>EastChestnut, I am very sorry but your address has not yet been found on our database. EASTCHESTNUT_(Wed May 7 10:51:30 EDT 2008)>{snip!} Levick Street, Philadelphia PA ? EASTCHESTNUT_(Wed May 7 10:51:43 EDT 2008)>ugh lemme check the zip Angelino.24573(Wed May 7 10:49:25 EDT 2008)>Okay. EASTCHESTNUT_(Wed May 7 10:53:13 EDT 2008)>{snip!} LEVICK STREET, PHILADELPHIA PA 19136 Angelino.24573(Wed May 7 10:50:55 EDT 2008)>Thank you for that information. EASTCHESTNUT_(Wed May 7 10:53:28 EDT 2008)>It's off Frankford and Levick by the original Chickie and Pete's Angelino.24573(Wed May 7 10:50:56 EDT 2008)>One moment please. EASTCHESTNUT_(Wed May 7 10:53:59 EDT 2008)>I'm sure if you stare hard enough out of the Comcast Center, you can find it :P analyst Angelino.24573 has been temporarily disconnected. Please wait while the analyst attempts to reconnect. analyst Angelino.24573 has entered room Angelino.24573(Wed May 7 10:52:49 EDT 2008)>Oh, I am very sorry EastChestnut but It's not yet on our database. However, I can fill up a serviceability form and inform Comcast about this. This may take 4 days. Is this alright with you? EASTCHESTNUT_(Wed May 7 10:55:31 EDT 2008)>http://{URL TO MY HOUSE ON GOOGLE MAPS} EASTCHESTNUT_(Wed May 7 10:55:39 EDT 2008)>Google says the house is there EASTCHESTNUT_(Wed May 7 10:55:45 EDT 2008)>I hope it hasn't been demolished! EASTCHESTNUT_(Wed May 7 10:55:46 EDT 2008)>:P EASTCHESTNUT_(Wed May 7 10:56:09 EDT 2008)>It's probably not in your database because the previous tenant had DirectTV for several years EASTCHESTNUT_(Wed May 7 10:56:24 EDT 2008)>But it was at one point hooked up to cable. The house next door is on Comcast. Angelino.24573(Wed May 7 10:53:57 EDT 2008)>Don't worry, this usually happens. All we can do for now is request for serviceability. Angelino.24573(Wed May 7 10:54:16 EDT 2008)>Do you want me to do this for you? EASTCHESTNUT_(Wed May 7 10:56:50 EDT 2008)>Ok, so by the time I finally get service, it will be what... August? EASTCHESTNUT_(Wed May 7 10:57:01 EDT 2008)>Cuz it usually takes a month for new installers to turn up Angelino.24573(Wed May 7 10:54:39 EDT 2008)>No. This will only take 4 days. EASTCHESTNUT_(Wed May 7 10:57:16 EDT 2008)>HAHAHAHAH EASTCHESTNUT_(Wed May 7 10:57:21 EDT 2008)>OMG... you funny EASTCHESTNUT_(Wed May 7 10:57:35 EDT 2008)>*sigh* I have no other choice, go ahead. Angelino.24573(Wed May 7 10:55:05 EDT 2008)>This process will put your address in our database so that you can get your service and order. Angelino.24573(Wed May 7 10:55:54 EDT 2008)>I will now fill up the serviceabiliy form. Thank you for your patience East Chestnut. EASTCHESTNUT_(Wed May 7 10:58:45 EDT 2008)>There is no one in the house except this coming Saturday... to do repairs. So I guess that date can't be met because of this missing address? Angelino.24573(Wed May 7 10:56:36 EDT 2008)>Yes. EASTCHESTNUT_(Wed May 7 10:59:27 EDT 2008)>So, realistically... what possible date could an installer appear? Angelino.24573(Wed May 7 10:58:10 EDT 2008)>Your ticket number is 3294.15784. This process will take 4 days. Our technician will call when your address is serviceable. Angelino.24573(Wed May 7 10:58:14 EDT 2008)>Is there anything else I could assist you with today? EASTCHESTNUT_(Wed May 7 11:01:01 EDT 2008)>Yes, explain this process, please. Angelino.24573(Wed May 7 11:00:02 EDT 2008)>I have submitted a serviceability form that will inform Comcast about your address ot found on our database. In this process, they will be able to check and add your address. Angelino.24573(Wed May 7 11:00:23 EDT 2008)>I mean your address not found. EASTCHESTNUT_(Wed May 7 11:03:00 EDT 2008)>Wow... It. Takes. Four. Days. To. Do. That.... amazing EASTCHESTNUT_(Wed May 7 11:03:09 EDT 2008)>I've got a bad feeling about this Angelino.24573(Wed May 7 11:00:35 EDT 2008)>I know how inconvenient this might be for you but rest assured that I’ll be more than happy to help you on this. Angelino.24573(Wed May 7 11:00:37 EDT 2008)>Do you have any other questions for me today? EASTCHESTNUT_(Wed May 7 11:04:09 EDT 2008)>Yes, when the four days are up--who do I contact to cancel the order if I do not get contacted by a Comcast employee? EASTCHESTNUT_(Wed May 7 11:04:21 EDT 2008)>Like, phone # and what order # to cancel Angelino.24573(Wed May 7 11:02:06 EDT 2008)>Your order has not yet been processed. EASTCHESTNUT_(Wed May 7 11:04:41 EDT 2008)>because the house is already wired for DirectTV and it already has a HD box EASTCHESTNUT_(Wed May 7 11:04:44 EDT 2008)>ahh ok Angelino.24573(Wed May 7 11:02:21 EDT 2008)>You will need to re order after this process. Angelino.24573(Wed May 7 11:02:25 EDT 2008)>Do you have any other questions for me today? EASTCHESTNUT_(Wed May 7 11:05:06 EDT 2008)>Whoa... EASTCHESTNUT_(Wed May 7 11:05:15 EDT 2008)>You mean you need 4 days to verify my address... EASTCHESTNUT_(Wed May 7 11:05:20 EDT 2008)>and after that... then order service again? Angelino.24573(Wed May 7 11:03:08 EDT 2008)>Yes, I am very sorry for the inconvenience this has caused you EastChestnut. EASTCHESTNUT_(Wed May 7 11:06:00 EDT 2008)>Well that's not very Comcastic, is it? Angelino.24573(Wed May 7 11:03:51 EDT 2008)>I am really sorry. I really do. Angelino.24573(Wed May 7 11:03:57 EDT 2008)>Is there anything else I could assist you with today? EASTCHESTNUT_(Wed May 7 11:06:45 EDT 2008)>Yeah you're enjoying the new building over at 17th and JFK? Angelino.24573(Wed May 7 11:04:59 EDT 2008)>I am sorry EastChestnut, I am in a national call center and not familiar with that. Angelino.24573(Wed May 7 11:05:11 EDT 2008)>Do you have any other questions for me today? EASTCHESTNUT_(Wed May 7 11:07:54 EDT 2008)>Oh I see... I happen to work next door to Comcast's headquarters. Just wondering EASTCHESTNUT_(Wed May 7 11:08:12 EDT 2008)>No I think I'm done now. I'll wait/pray/hope for someone at Comcast to call me. EASTCHESTNUT_(Wed May 7 11:08:28 EDT 2008)>I'll fish out my Rosary beads and pray to Santa Maria. Angelino.24573(Wed May 7 11:05:54 EDT 2008)>Thank you for contacting Comcast! We appreciate your business! Angelino.24573(Wed May 7 11:05:54 EDT 2008)>If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently. Angelino.24573(Wed May 7 11:05:55 EDT 2008)>Have a great day! EASTCHESTNUT_(Wed May 7 11:08:30 EDT 2008)>bye now! Angelino.24573(Wed May 7 11:06:06 EDT 2008)>Analyst has closed chat and left the room analyst Angelino.24573 has left room Last edited by MayfairMeat : 05-07-2008 at 09:19 PM. 
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05-07-2008, 02:13 PM
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Actually, some of the worst service I've head were with Philadelphia reps and the best form the Canadians. And East, since when did comcast move the customer service centers into the comcast building let alone a floor with a good view?
Only once have I had a problem getting hooked up. I live don 12th st and verizon couldn't verify my address. Verizon said I didn't exist. they came to check the hook up and said the hook up to the building was fine. they could come look inside the building but woudl have to charge me for it (had no home phone). the hell with that, I'm a renter so I went with comcast. comcast also said I didn't exist after two weeks of trying to verify my address. I got dish network who installed a dish within two days and hopped on some unsecured wireless network or went to the reading terminal to surf the internet.
__________________
"You down wit OPM?" Fumo: "Yeah, you know me!"
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05-07-2008, 08:59 PM
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They have got to start improving their customer service! I had worse experience with earthilink, going back and forth from one department to another. I don't understand the process of identifying address....sometimes they take 2 minutes, sometimes 2 days!
__________________
"You know me, I don’t really believe in marriage. Now Botox on the other hand, that works every time!" - Sam
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05-07-2008, 09:17 PM
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Quote:
BELIEVE me... I would do FIOS over Comcast any day.
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05-07-2008, 11:31 PM
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believe it or not, but when i called to set up new service with comcast when i moved back to philly in december, they were able to come very quickly -- within a couple days -- for installation.
it's ridiculous though that they "can't find" your house. jeeezus. sounds like 
__________________
action is the enemy of thought
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05-08-2008, 12:57 AM
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I had a friend who was comcast tech support until he killed himself a few months ago. I don't think it was over the customer calls, but one will never know since he didn't leave a note.
__________________
Magellan2's prescription: ATTENTION ALL READERS... DISCLAIMER: Alesis is a South Street business owner (keep that in mind when reading his or her responses)
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05-08-2008, 02:44 AM
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LOL this all cracks me up....
I'm so glad I'm not at the mercy of those idiotic PAY television services.. My HDTV picks up well over 40 channels for FREE off the air. Most in HiDef. I'm also in the Line-Of-Sight of the Roxborough towers (I can see them glowing at night from my bedroom window) so I rarely get pixelizing/dropouts. Comcast and the others can kiss my a$$ where it stinks the most 
__________________
 "Accept the fact that some days you are the pigeon, and some days you are the statue"
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05-08-2008, 11:31 AM
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Quote:
EC - You'll have to let us know how this pans out. Hopefully the rest of the story is short and easy.
__________________
Life is a grindstone. Whether it grinds us down or polishes us up depends on us. -- T. L. Holdcroft Expecting life to treat you well because you are a good person is like expecting an angry bull not to charge because you are a vegetarian.-- S. R. Barr
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