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Bohmian.org - Discussion - Talking to Comcast - 2008.06.20 - m

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m joined January 13, 2008 (logged-in June 13, 2017) <beez> Bitching where bitching is due -- and often where it is not.

Talking to Comcast

I moved relatively recently to a new apartment--and by new apartment that's what I mean. Plumbing is incomplete, some walls haven't been painted--some walls aren't even fully there yet. This also means that we don't have cable service yet, even though this was supposed to be done months ago.

I tried registering with Comcast since they're the ones that are supposed to be wiring the building. After selecting the packages I want, I got dropped into a "live chat" form for an "analyst" to confirm the installation time. After 20 minutes, I ended-up taking a look at the page to try and figure-out if it was actually doing anything, since I'd been "next in the queue" for quite some time, and opened a second tab for the same transaction. Surprisingly, this worked, and analyst Ritchie showed-up almost instantly, and after some tediously unnecessary small-talk, I was informed that we still didn't have a connection at my address:

user Matthew_ has entered room
matthew(Fri Jun 20 2008 14:53:05 GMT-0400 (EDT))> Order Information
analyst Ritchie has entered room
Ritchie(Fri Jun 20 2008 14:53:10 GMT-0400 (EDT))> Hello Matthew_, Thank you for contacting Comcast Live Chat Support. My name is Ritchie. Please give me one moment to review your information.
Ritchie(Fri Jun 20 2008 14:53:12 GMT-0400 (EDT))> Hi smile, I am here to help and finalize your order. How are you today?
Matthew_(Fri Jun 20 2008 14:53:08 GMT-0400 (EDT))> doing well
Ritchie(Fri Jun 20 2008 14:53:45 GMT-0400 (EDT))>I'm glad to hear that.
Ritchie(Fri Jun 20 2008 14:53:51 GMT-0400 (EDT))> I do apologize, however our chat server is undergoing maintenance at this time, and the orders are not showing, can you please inform me of the services you ordered, your address with zip code, your phone number, and your first and last name please, thank you.
Matthew_(Fri Jun 20 2008 14:54:10 GMT-0400 (EDT))> the tv and internet package for [address]
Matthew_(Fri Jun 20 2008 14:54:28 GMT-0400 (EDT))> [contact info]
Ritchie(Fri Jun 20 2008 14:54:56 GMT-0400 (EDT))> Wonderful!
Ritchie(Fri Jun 20 2008 14:54:58 GMT-0400 (EDT))> I will now locate your address in our system.
Ritchie(Fri Jun 20 2008 14:56:58 GMT-0400 (EDT))> Matthew, I do apologize but after double checking my resources your address is currently unserviceable. I realize that this is not your fault and I apologize for this inconvenience.
Ritchie(Fri Jun 20 2008 14:57:32 GMT-0400 (EDT))> May I humbly ask you to visit our nearest retail outlets so that we can update our system and run a serviceability check on your area. Rest assured that once we have updated our system, we can process your order the soonest possible time and everything will be a walk in the park. To assist you further, let me go ahead and provide you with the link of our nearest retail outlets and their hours.
Ritchie(Fri Jun 20 2008 14:58:10 GMT-0400 (EDT))> The link is http://www.comcast.com/Corporate/Shop/Retail/Storelocator.html?lid=6ShopRetailLocations&lpos=Nav
Matthew_(Fri Jun 20 2008 14:58:12 GMT-0400 (EDT))> Thank you.
Ritchie(Fri Jun 20 2008 14:58:46 GMT-0400 (EDT))> You're welcome.

What was more surprising was, after this conversation ended, I saw that the first tab had now connected, and Carol had appeared. This conversation went a little more different:

user Matthew_ has entered room
matthew(Fri Jun 20 2008 14:43:18 GMT-0400 (EDT))>Order Information
analyst Carol has entered room
Carol(Fri Jun 20 2008 14:54:47 GMT-0400 (EDT))> Hello Matthew_, Thank you for contacting Comcast Live Chat Support. My name is Carol. Please give me one moment to review your information.
Carol(Fri Jun 20 2008 14:54:49 GMT-0400 (EDT))> Hello. Thank you for choosing Comcast. My name is Carol and I will be processing your order today. Please stay online while I create the work order for your request. It will take me just a few minutes to pull up your address in our system. Please hold for a moment.
Matthew_(Fri Jun 20 2008 14:55:21 GMT-0400 (EDT))>Hello
Carol(Fri Jun 20 2008 14:56:24 GMT-0400 (EDT))> Could you please supply us with your social security number? We require this for all new accounts and it will be used for security and identification purposes in the future.
Matthew_(Fri Jun 20 2008 14:56:49 GMT-0400 (EDT))> how is it used for security purposes?
Carol(Fri Jun 20 2008 14:58:47 GMT-0400 (EDT))> when you contact Comcast for Account ID, we ask for the SSN to identify you, and this is an ID for your account
Carol(Fri Jun 20 2008 14:59:12 GMT-0400 (EDT))> this site, is secured for your protection, Comcast owns their own server
Matthew_(Fri Jun 20 2008 14:58:53 GMT-0400 (EDT))> Sorry, I asked how it was used for security, not identity.
Matthew_(Fri Jun 20 2008 14:59:06 GMT-0400 (EDT))> Could you explain how it's used for security?
Carol(Fri Jun 20 2008 14:59:58 GMT-0400 (EDT))> you may also~~~~To set up new service, Comcast will require a positive ID. You need to go to the nearest Service Center and show proof of identification,a picture ID that is in the same name as the account holder. (example - Driver's license) The Customer Represntative at your local service center will check your ID and place your order.
To find the service center closest to you, please visit the following web site:
Carol(Fri Jun 20 2008 15:00:47 GMT-0400 (EDT))> the security of your Identity relates, to no one making changes to your account except you
Carol(Fri Jun 20 2008 15:01:53 GMT-0400 (EDT))> Is there anything else I can help you with today?
Matthew_(Fri Jun 20 2008 15:01:58 GMT-0400 (EDT))> So I need to find a service center to complete the order?
Carol(Fri Jun 20 2008 15:05:17 GMT-0400 (EDT))> Yes, the link provide will give you information for a location
Matthew_(Fri Jun 20 2008 15:05:03 GMT-0400 (EDT))> Ok, thank-you.
Carol(Fri Jun 20 2008 15:05:51 GMT-0400 (EDT))> Have a great day!
Matthew_(Fri Jun 20 2008 15:05:45 GMT-0400 (EDT))>Thank-you, you too.
Carol(Fri Jun 20 2008 15:06:30 GMT-0400 (EDT))> Analyst has closed chat and left the room
analyst Carol has left room

Interestingly, Carol never mentioned that my location wasn't serviceable--a curious distinction. Instead she asked for a SSN and indicated that I would need to confirm my ID at a retail outlet before I could get service. I have a feeling the latter was because I had asked a question, but frankly, I'm insulted by how the entire process is handled, the script itself, and how I was basically dumped from the system.