"Not Completely Awesome": More or LESS Comcastic..

user Guest_ has entered room

analyst Alexa has entered room

Alexa>

Hello Guest_, Thank you for contacting Comcast Live Chat Support.

My name is Alexa.

 Please give me one moment to review your information.

Alexa>

Welcome to Comcast! How are you tonight?

Guest_>

Hi Alexa

Guest_>

I'm well

Alexa>

That's wonderful to hear! I will be very glad to serve you

today.

Alexa>

To confirm if the information that we recived is correct.

Please verify the following and let me know if there are

any incorrect data.

Guest_>

I'm curious as to what the current download/upload speeds

are that are offered in my area

Alexa>

Service Street Addr: XXXXX

Service Addr Apt:

Service Addr City: XXXX

Service Addr State: XXX

Service Addr Zip: XXXXXX

Guest_>

yes, that is correct

Alexa>

Thank you!

Alexa>

Please give me a minute to check on the internet speeds

offered in your market.

Alexa>

1. Economy with 1 Mbps download speed and

384 Kbps upload speed.

Alexa>

2. Performance with 12 Mbps download speed

and 2 Mbps upload speed.

Alexa>

3. Blast with 16 Mbps download speed and

2 Mbps upload speed.

Guest_>

that slow?

Guest_>

ouch

Alexa>

4. Ultra with 22 Mbps download speed and

5 Mbps upload speed.

Guest_>

sorry, I'm spoiled at work

Guest_>

and in my old comcast market

Alexa>

5.Extreme with 50 Mbps download speed and

10 Mbps upload speed.

Guest_>

what is the monthly pricing on extreme?

Alexa>

That would be $114.95 for internet only service

and $99.95 if you are subscribed to cable or

phone service.

Guest_>

really? isn't that the same speed as the speed

tier in WA state?

Guest_>

I think I paid $59.95

Alexa>

The speed I have provided you is for the

general D3 market which inlcudes CA and WA.

Alexa>

If you paid $59.95, you had the Performance Package.

Guest_>

I had speed tier when I worked for Comcast in

that market

Guest_>

it started at 10Mbps, went up to 25mpbs

Guest_>

I was told by my brother he's pulling 50Mbps down

Guest_>

probably because it is still a test market

Alexa>

Oh really. I do not think that is possible but we

offer High Speed Internet so the speed is way different

compared to DSL.

Guest_>

yeah, really

Guest_>

and there is better pricing for U-Verse at this point,

i just don't want AT&T in my house

Alexa>

I see.

Alexa>

As of now, we do not have any promotional offers for

internet only service.

Guest_>

here is my dilemma. I'm a gamer at home,

an IT nerd at work

Alexa>

These are the current levels of service that you can get.

Guest_>

I wanted HD DVR and Pref package as well

Guest_>

so are those speeds you told me throttled?

Alexa>

It will not affect your choice of internet service.

Guest_>

right, but it affects my initial promotional

pricing, right?

Guest_>

and are the speeds throttled?

Alexa>

Are the speeds throttled?- definitely not!

Alexa>

What do you mean by your intial promotional pricing?

Do you have an existing account with us?

Guest_>

so if I'm using my max bandwidth I'm not going to notice

a drop?

Guest_>

no, I don't, which is why it would be initial pricing

Alexa>

Of course.

Alexa>

Which promotional offer did you choose then?

Guest_>

I haven't yet, I've been asking questions to determine

what I want.

Alexa>

I see.

Alexa>

Promotional offers have terms and conditions that

have to be considered.

Alexa>

It will all depend on what promotional offer you choose.

Guest_>

yes, I know

Guest_>

I thought you were in sales

Guest_>

and are you sure they aren't throttling for any reason?

Alexa>

I am in sales, yes.

Alexa>

It is not throttling.

Guest_>

ok, so this is just heresay?

Guest_>

http://gizmodo.com/5123925/comcasts-internet-slowdown-

system-fully-armed-and-operational-and-avoidable

Alexa>

I would say so.

Alexa>

The website will let you know more about the product.

Alexa>

I can get you a link.

Alexa>

http://www.comcast.com/Corporate/Learn/HighSpeedInternet

/highspeedinternet.html?lid=2LearnHSI&pos=Nav

Guest_>

how about this?

Guest_>

http://www.dslreports.com/shownews/New-Comcast-

Throttling-System-100-Online-100015

Alexa>

This is the official website of Comcast.

Guest_>

Here's the official Comcast PDF file that

says you are throttling

Guest_>

http://downloads.comcast.net/docs/Attachment_

B_Future_Practices.pdf

Alexa>

www.comcast.com is the official site of Comcast.

Guest_>

wow

Guest_>

so what is comcast.net? Is it not the home of Comcast

internet services?

Alexa>

Comcast.net are for existing customers who are already

subscribed to Comcast.

Guest_>

wow, do you mind if I copy and paste your comments as an

example of what NOT to tell your users?

Alexa>

Not a problem!

Guest_>

Thank you very much for making up my mind for me.

I will go with ANY other company at this juncture.

Alexa>

Everything is documented. Do not worry.

Guest_>

Great, please document away. And make sure your supervisor

knows that you don't know your ass from a hole in the

ground either.

Guest_>

and have a lovely day.

Alexa>

You do thesame!

Alexa>

Take care!

"Not Completely Awesome"

Wednesday, February 3, 2010

More or LESS Comcastic..

No comments:

Post a Comment

Followers

Blog Archive