xfinity

Brad: 6/24/13 
Isabelle: 6/27/13
Ms. Theresa Thomas: (302) 661-8147
short url to this page: 
Customer information:
Sandra McVey
85 Scottfield Drive
Newark, DE 19713
(302) 738-6185 or (302) 533-8507

Customer placed order via website for 12 months. Comcast confirmation indicated rate was only for 6 months.
Also the SIK kit charge was $15, not $10 as indicated by this order.  Please work with Comcast to adjust my
account based on the original agreement terms.
Thank You
SM


Online order terms: $34.99 for 12 mo and $10 SIK charge:

Comcast order confirmation with incorrect terms, $34.99 for 6/mo and $15 SIK charge:




Comcast Chat record from 6/24 when customer received email confirmation from Comcast with incorrect terms.

analyst Joni has entered room

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

Sandra: My Issue: New customer ending in 3904. My SIK was advertising as $10, but the email bill summary to my email, smcvey85@gmail.com indicated $15. Please adjust the charge. Thank you

Joni: My pleasure to have you on this chat, Sandra! Please allow me to assist you with your concern for today. Hope you're doing fine.

Sandra: Also the online deal stated $34.99 for 12 months, not 6 months. Would you please adjust that as well?

Joni: Sandra, just to set proper expectation, not all offers online are available on our system. If our Sales Department provide you a 6 months promotion, that means that there is no promotion for $12 months available. They would know that because they are the appropriate department who assist customers on signing up for a service.

Joni: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?

Joni: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?

Sandra: Yes, I

Sandra: Yes. I'm still here. I captured a screen shot of the offer that I agreed to. One moment please and I'll provide you the link. Perhaps that will help you help me.

Sandra: Please see: https://drive.google.com/?tab=mo&authuser=1#my-drive

Joni: I am sorry but I cannot open the link on my end.

Joni: Sandra, I am sorry to inform you, however, not all promotions or offers online are available on our system.

Joni: The one that was given to you is the promotion that is available on our system.

Joni: If the one you are looking for is available on our system, it would have been applied on your account.

Sandra: The promo code is COS864158.

Sandra: Would you please double-check your system based on that code?

Sandra: How can I escalate this inquiry if you are unable adjust my new account to meet the terms I agreed to? 12-months at $34.99 and $10 for the SIK.

Joni: I am sorry to inform you, however, you are connected to Billing Department and for further assistance regarding your concern, I would need to connect you to the appropriate department which is Sales.

Sandra: Can you transfer me or provide their phone number please?

Joni: I can transfer you.

Joni: Before I do that, can you please provide your Comcast account number?

Sandra: Thank you.

Sandra: According to the confirmation email it ends in 3904.

Sandra: The complete account number was not included.

Joni: For the security and integrity of your account, can you please provide the account holder's last 4 digit of the SSN registered on the account?

Sandra: 6825

Joni: Thank you.

Joni: Is there anything else that I can assist you with before I transfer you to the correct department?

Sandra: No thank you. Have a nice afternoon, Joni.

Joni: You are most welcome, Sandra.

Joni: Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.

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

analyst Joni has left room

analyst Arcenith has entered room

Sandra: My Issue: New customer ending in 3904. My SIK was advertising as $10, but the email bill summary to my email, smcvey85@gmail.com indicated $15. Please adjust the charge. Thank you

Arcenith: Hi! Welcome to the Comcast Chat Sales Department! I really appreciate the time you are taking to contact us. I will be assisting you throughout our conversation until we finish your request.

Arcenith: Hi, Sandra!

Arcenith: I understand you want to lower your bill. Am I correct?

Sandra: Not exactly. Can you access my previous chat with Joni?

Arcenith: Sure. Let me check.

Sandra: Here are the details

Sandra: Sandra: The promo code is COS864158. Sandra: Would you please double-check your system based on that code? Sandra: How can I escalate this inquiry if you are unable adjust my new account to meet the terms I agreed to? 12-months at $34.99 and $10 for the SIK.

Arcenith: Thank you for patiently waiting.

Sandra: My confirmation email terms were different from the ones I agreed to at sign-up earlier today. Her's a pic of my check out windo: http://goo.gl/5k2QI

Arcenith: May ask what service is this, Sandra?

Sandra: Internet only.

Arcenith: Thank you.

Arcenith: Also, may I know where did you place your order?

Sandra: Online via https://buyflowjs.bridgevine.com/#!/customs

Arcenith: Thank you.

Arcenith: Let me check the link.

Sandra: Thank you

Arcenith: Please give me 2-3 minutes.

Sandra: Take you time 

Arcenith: Thank you for patiently waiting.

Arcenith: Sandra, I opened the link and I can see here that this is for Time Warner offers.

Arcenith: https://buyflowjs.bridgevine.com/#!/qualify

Sandra: Can you see the link from my check out experience: http://goo.gl/5k2QI

Sandra: I had to post it to my website temporarily because Joni was unable to view it.

Arcenith: I am afraid I could not access the link you provided above.

Sandra: Is there a way to attach a picture to this chat?

Arcenith: I am afraid there is none, Sandra.

Sandra: Can you use the promo code I used at sign up COS864158, or an equivalent so my introductory account ending in 3904 can have the terms I agreed to: $34.99 for 12-mo and $10 for the SIK? Thank you for continuing to resolve this for me.

Arcenith: Let me check that for you.

Arcenith: One moment please

Sandra: If you aren't able to apply these terms, to whom can we escalate this conversation?

Sandra: Thank you

Arcenith: Sandra, I thoroughly checked your address and I can see here that the only offer we have online is Performance internet for $34.99 per month for the first 6 months. After 6 months, promotional rate will roll off to $$49.99 for months 7-12. After 12 months, package will be at $64.95 per month.

Arcenith: You can also see the offers online, Sandra.

Arcenith: https://www.comcast.com/localization/Localize.cspx

Arcenith: Those package posted in that website are the only available promotional offer for internet service here online.

Sandra: I don't mean to be difficult with you, Arcenith, but I just don't find that acceptable. I agreed to one set of terms and am presented another. Whom should I contact to take this to the next level.

Arcenith: I can transfer to my Supervisor, however, we also use the same tools here and we see the same offers in our end. Each of our packages are set for eligibility and availability.

Sandra: I would appreciate being routed to your supervisor.

Arcenith: Sure.

Arcenith: I can do that for you.

Arcenith: Before I transfer you, may I ask where did you get the promotional code? Because our retailers have diferrent promotional offers.

Arcenith: In that case, you may need to call the hotline number listed on that website to get the correct packagae.

Arcenith: Since, obviously the package that you would like to have is not available online.

Sandra: It's part of the screenshot image that I took during my online checkout. The one that you and Joni can't seem to view. I've posted at yet another publicly viewable location, temporarily on my teaching website in an attempt to share it with you: https://sites.google.com/site/smcveyteach/xfinity

Arcenith: Thank you for the information.

Arcenith: I checked the link and fortunately I opened it with no problem .

Sandra: And, for the record, it is available online for my zip code at online viahttps://buyflowjs.bridgevine.com/#!/customs

Arcenith: Sandra, the package that you would like to order is only available to our retail stores.

Arcenith: Based on the link that you have provided you may need to call the number, 1-888-211-4309.

Arcenith: They are one of our Xfinity Retailers.

Sandra: If the issue with a subsidiary vendor, not the end-using customer, I don't believe that should be my expense.

Arcenith: I totally understand, however, we really have a different offers.

Arcenith: I mean we really have different offers here in chat compared to our authorized retailers.

Sandra: Since ultimately Comcast Xfinity will be billing me, I would rather resolve it with your supervisor directly. I've used my entire lunch hour getting to this point and would rather not start over.

Arcenith: I totally understand.

Arcenith: Let me go ahead and check the available supervisor for you.

Arcenith: My apologies for the time spent about this issue.

Arcenith: Please give me 2-3 minutes.

Arcenith: One moment please.

Sandra: If you be so kind as to brief them of our conversation highlights so I don't have to repeat everything I'd appreciate it.

Arcenith: Sure.

Arcenith: I am doing it now.

Arcenith: Not a problem.

Arcenith: tyw]

Arcenith: Thank you for patiently waiting.

Arcenith: My apologies for the delay, Sandra.

Arcenith: I am now looking for the available Supervisor who can chat with you.

Arcenith: One moment please.

Arcenith: Thank you for patiently waiting.

Arcenith: I have my Supervisor ready to assist you.

Arcenith: Please stay connected.

Sandra: Thank you, I'm here.

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

analyst Arcenith has left room

analyst April has entered room

Sandra: My Issue: New customer ending in 3904. My SIK was advertising as $10, but the email bill summary to my email, smcvey85@gmail.com indicated $15. Please adjust the charge. Thank you

April: Hi, Sandra! Good day! My name is April, Arcenith's supervisor. I hope you did not wait long to be assisted.

April: Please give me a minute or two 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?

Sandra: Hello April. My inquiry seems complex. Here are the highlights.

Sandra: I'm a new xfinity internet only customer as of this morning. Can you use the promo code I used at sign up COS864158, or an equivalent so my introductory account ending in 3904 can have the terms I agreed to: $34.99 for 12-mo and $10 for the SIK? Thank you for continuing to resolve this for me. https://buyflowjs.bridgevine.com/#!/customs Screenshot during my online checkout. posted temporarily on my teaching website in an attempt to share it with you:https://sites.google.com/site/smcveyteach/xfinity

Sandra: Since ultimately Comcast Xfinity will be billing me, I would rather resolve it with you rather than starting over with the toll free vendor number Arcenith provided.

April: Thank you for the information that you have provided, Sandra.

April: My apologies for the inconvenience that this has caused you.

Sandra: FYI - we're experiencing a severe thunderstorm in Newark, DE. If my building loses power, please use my email address for any follow-up conversation: smcvey85@gmail.com

Sandra: as we work towards resolution.

April: I'm sorry to hear that Sandra. No worries, I will be exhausting my tools here so we can come up to a resolution that we'll both agree to.

Sandra: Thank you. I will continue my work until I hear your chime. Take all the time you need.

April: As much as I want to send you an e-mail, however, we only have access to online chat. If I lose you, once power is back, you can give us a chat back anytime and any supervisor can assist you.

April: But since you are still with me, let me go ahead and check your account.

Sandra: ok. I'm saving this entire transcript now in case there is an interruption in our conversation...

April: Alright. You can do that as well.

user Sandra has left room

April: I am still here, Sandra. I tried to check for the link you provided.

Sandra: ok

Sandra: Were you able to see the screenshot of my checkout terms with the promo code displayed?

April: Yes, I was able to check on that.

April: Thank you for waiting, Sandra.

April: I understand that you wish to avail the promotion for Performance internet for $34.99x12 months. Am I correct?

Sandra: Thank you for continuing to research. I'm working in between your chimes.

Sandra: Yes, $34.99 for 12-months and $10 for the SIK instead of $15 as invoiced.

April: Alright. Thank you for confirming, Sandra.

April: I am currently checking for the promotion if it is available here in my end. If not, I will be informing you on what I can see in your account.

April: Please continue to bear with me Sandra as I work with you in checking for a resolution to your concern.

April: My apologies for the delay, Sandra. I just want to make sure that I do not miss anything on your account.

Sandra: Thank you for your consideration, April. I'm sure you're doing everything possible to apply the terms that I agreed to signing up for your service. I'm sure you will be successful correcting this processing error.

April: I will be doing my best, Sandra. But still it is no guarantee. Just to set expectation, we are limited to what is being offered in our website. But then again, I will check on the options I have here for you.

Sandra: I don't mean to be difficult with you, April, but as I mentioned to Arcenith 45 minutes ago, I just don't find that acceptable. I agreed to one set of terms and am presented another. Since ultimately Comcast Xfinity will be billing me, I would rather resolve it with you rather than starting over with the toll free vendor number Arcenith provided. Whom should I contact to take this to the next level. Then I'd suggest having your resaler, https://buyflowjs.bridgevine.com, update their promotions to prevent this

Sandra: problem from reoccurring.

April: I understand, Sandra. If I were on your shoe, I would definitely want to get what my original order was.

April: Thank you for waiting patiently, Sandra.

April: I have thoroughly check your account and I see here that what we have online is HSD Performance Internet for $34.99x6 months. Which I believe is what you currently have in your account.

April: I believe I've exhausted all my tools here to check for the package that you wish to avail, Sandra.

Sandra: I have to think about this. Perhaps exercising my 3-business day right to cancel and explore other options... I'm just not sure. But, this bait-n-switch seeming scenario is not how I prefer to conduct a relationship.

April: I really do apologize for the inconvenience that this has caused you.

April: Sandra, since the package that you currently have right now is still $34.99, why not take advantage of the promotion first.

April: Well, I can also change your current package to HSD Performance for $24.99x 6 months.

Sandra: Is there anyone else who could convince the system that a good customer shouldn't be lost so easily?

Sandra: April, is the HSD for Internet or cable. I'm only interested in Internet service.

April: You can try though to call the number in the website where you found the package. As much as I'd love to apply that in your account however we are only limited to what we have in our Comcast.com website.

Sandra: And, what is the rate after the 6-mo introductory offer?

April: My apologies for the confusion, Sandra. HSD Performance is our Internet High Speed service.

Sandra: Are there other fees, installation/modem/router, with that plan?

April: For your current package which is $34.99 per month for the first 6 months it would roll off to $$49.99 for months 7-12. After 12 months, package will be at $64.95 per month.

Sandra: Please explain the other offer you suggested. HSD change your current package to HSD Performance for $24.99x 6 months.

Sandra: Are there other fees, installation/modem/router, with that plan?

April: Sure, Sandra. Let me get that one for you.

April: Thank you for waiting, Sandra.

April: I tried to add the package here on my end but it prompts me an error that you are not eligible for the package. My apologies for the inconvenience. I tried to override it but system will not allow me to do so.

Sandra: That's very disappointing. Does that offer have a promo code?

April: It doesn't have, Sandra. Since you have the promo code for the other offer, the best suggestion that I can give you is to give them a call for you to redeem the offer that you requested.

Sandra: ok. well, I appreciate your time and effort. I doubt I will remain a comcast customer for very long.

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