Ordering from Comcast - Like a visit to the proctologist

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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