Ordering from Comcast - Like a visit to the proctologist
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Posted by: Todd Hollander in Customer Satisfaction
Today I tried to place an order with Comcast for high speed internet and digital cable television. What should have been a simple transaction was anything but easy. Here’s how it went…
- As an existing customer, I logged into the Comcast website using my username and password.
- After negotiating a fairly cumbersome order process (selecting a service bundle, leasing a modem, and scheduling installation), I was taken to a live chat where a Customer Service Representative was to complete my transaction.
- The chat session did not support my Firefox web browser, so having already invested 10 to 15-minutes into the ordering process…
- I had to redo the entire transaction with another browser.
- I was again taken to the live chat session to complete the transaction. Here is the actual transcript from the chat:
chat id : 7ef71f40-5d5b-4183-b670-467969b02ba3
Problem : Order Information
Arnel.24970 > Hello Todd_, Thank you for contacting Comcast Live Chat Support. My name is Arnel.24970. Please give me one moment to review your information.
Arnel.24970 > Welcome to Comcast. We are very happy to provide service for you.
Arnel.24970 > Todd, are you a new or existing Comcast customer?
Todd_ > existing
Arnel.24970 > Okay great.
Arnel.24970 > MayI have your account number please?
Arnel.24970 > I do apologize for the misspelled word. I also accidentally hit the ENTER key.
Todd_ > I don’t have it with me. Can you look it up by address?
Arnel.24970 > No problem.
Arnel.24970 > May I know what services do you currently have with Comcast?
Todd_ > tv only - expanded package I think
Arnel.24970 > Okay.
Arnel.24970 > I will be very happy to process your order today.
Arnel.24970 > Let me go ahead and check out your order first.
Arnel.24970 > Thank you for waiting.
Arnel.24970 > Todd, can you please hold for one moment while I try to locate your address in the database?
Todd_ > yes
Arnel.24970 > Okay.
Arnel.24970 > One moment please.
Arnel.24970 > Thank you for waiting.
Arnel.24970 > Can you please provide me your Social Security Number and your active e-mail address?
Todd_ > the email address for the existing account?
Arnel.24970 > Yes please.
Todd_ > [provided email address]
Arnel.24970 > Thank you.
Arnel.24970 > For account identification can you please verify the amount and date of the last payment made to the account?
Todd_ > I have no idea. My wife pays the bill.
Arnel.24970 > I do apologize, Todd. We will be unable to process your order without proper account verification.
Arnel.24970 > Please do chat us back once you have that information.
Arnel.24970 > Were you able to receive my last message?
Todd_ > so I have wasted 30 minutes?
Arnel.24970 > I do apologize for the inconvenience this has caused you.
Todd_ > do you have the number for bellsouth? Maybe they are easier to do business with.
Arnel.24970 > For directions and the contact information of the local office in your area please visit:
https://www.comcast.com/Localization/Localize.ashx
Arnel.24970 > Is there anything else that I can help you with?
Arnel.24970 > Were you able to receive my last message?
Todd_ > If I wanted to place this order, would it still be in my cart or would I have to start all over?
Arnel.24970 > It is possible. Just provide your order I.D. to the representative. That would be [order #].
Todd_ > Gee, glad I asked. Is there no other way to verify the account except to provide the amount and date of the last payment?
Arnel.24970 > I do apologize, Todd Base on the information listed on your account, the date and the last payment made is the only information to verify.
Todd_ > Seems like I should have been told that I would need that info before spending all this time placing the order and scheduling installation.
Arnel.24970 > I really do apologize.
Arnel.24970 > Please do chat us back once you have that information.
Here is what I find so dissatisfying about this experience:
- I should have been informed that in order to complete the order I would be required to provide certain information to verify the account.
- Even though I had logged into my account to place the order, the agent…
- Did not know that I was an existing customer
- Did not know my account number.
- Did not know what services I was being provided
- Asked for my Social Security Number
- Asked for my email address
The bottom line: The word “comcastic” should be defined as: “Invasive, painful, frustrating, and dissatisfying.” Example: “My visit to the proctologist was utterly comcastic.”
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