user RANDY has entered room
analyst Suzette has entered room
Suzette>
Hello RANDY_, Thank you for contacting Comcast Live Chat Support. My name is Suzette. Please give me one moment to review your information.
Suzette>
Thank you for contacting Comcast Activations, Home of Triple Play. My name is Suzette. May I have your full name to pull up your account, please?
RANDY_>
Randy Finch
Suzette>
It is such a pleasure to have you on this chat, Randy. How may I assist you today?
Suzette>
Were you able to receive my message?
RANDY_>
My new cable box has not been activated... this is the fifth interaction I've had with Comcast Reps today...
Suzette>
I am sorry to know that you are having troubles with the activation process, Randy. It would be my pleasure to complete the activation from my end.
Suzette>
I'll make sure that before we end this chat, you will be happily enjoying all the benefits of your Video service.
Suzette>
Let me check on the status of your cable box. May I have the last 4-characters of the box Digital STB or MCARD S/N, please? You may locate it at the back of the box on a white bar code sticker or on your receipt.
RANDY_>
MJQP
Suzette>
Thank you.
Suzette>
Did Comcast ship the new cable box via UPS?
RANDY_>
No. I picked up the box at the office today.
Suzette>
Let me refresh the box from my end. Does your cable box have a steady light on the Power now?
RANDY_>
Yes. The power light is steady green. The TV screen shows the xkinity logo and the correct time (in screen saver mode) - and I am able to get a status report too by holding power button down...
Suzette>
Thank you.
Suzette>
May I know what type of cable are you using to connect the box to your tv?
RANDY_>
coaxial
Suzette>
Could you check if your TV input is on channel 3 using your TV remote, please?
Suzette>
Once your TV is set to channel 3, please check if some channels and the On Demand are now working using your Comcast remote.
RANDY_>
to the wall - and three leads (white, red, yellow to TV)- all are good
Suzette>
I see.
Suzette>
In that case, the TV input should be on Video mode.
RANDY_>
signal is into "video 1"
Suzette>
Thank you.
Suzette>
Please check if the channels and On demand are now working.
RANDY_>
nothing is working... the problem is not with connections or settings on TV... i am getting the screen saver only... when i hit "cable" on your remote - i get "NOT AUTHORIZED" message
Suzette>
I see.
Suzette>
Thank you for this information.
RANDY_>
i've been told 1) i would be activated after 25 minutes and i would get a confirming phone call (no call came) 2) that i could activate online (that process ended with "failed" message)
RANDY_>
this is the third attempt at getting the box to function (please note I ordered the box and paid for that service on the phone hours ago... but still I had to wait for an hour to pick up box at the local comcast office)... and no one seems capable of getting the box to function... even though it is communicating with your servers (if the clock on the screen saver and the status report are to be believed)... what's up?
Suzette>
I am very sorry, Randy, I feel bad that the service is not working yet even after exhausting all of the troubleshooting steps. As a next step, I'll be setting up a technician visit to resolve this quickly so you can start enjoying your service.
Suzette>
The earliest appointment I have available is on 8th of September at 3 - 5 PM. Are you available during this time?
Suzette>
Were you able to receive my message?
Suzette>
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.
RANDY_>
no need to feel bad... but the process of activating this device and trouble-shooting problems leaves a lot to be desired... it's one thing to pay for content and the technology that delivers it to my home (which seem to be working just fine on this computer and my other TV) but why am I paying $10 a month for a device (obviously used) that I have to struggle to "activate" through a byzantine process
RANDY_>
I am leaving for Asia on Sept. 7th. So your offer of a 4 day wait to see a technician is not acceptable. Similarly, although I know you mean well, your insistence that I respond in one minute to your offer or risk starting this process yet again is (considering the 4 day wait to get help... after hours of patient working the system on my part) sublime!
Suzette>
I understand how hassle it is to have gone through the process, I am a consumer myself and have had the same share of sentiments. But you have reached the right department and together we will make sure that we come up with the best resolution before we end this chat
Suzette>
Please bear with me a moment while I check for an earlier date on the other system.
Suzette>
I apologize, this is taking more time than usual. Would you mind waiting for a couple of minutes while I get an earlier schedule for you? I would deeply appreciate it.
RANDY_>
Dear Suzette, This puts the "due to inactivity" message in a whole new light right? With respect, I have already been referred to several "other systems." There is a website that doesn't provide much useful info (certainly no trouble shooting, but not even a channel line-up or phone numbers), the phone line (that took my money - but required me to drive to an office where I waited an hour to pick up a device that i had already rented), then the onscreen message requiring a call to a general number which required repetition of my phone number several times and ineffective trouble-shooting leading to empty promises of a return call (never received), then another phone call that offered access to the "other" system of activation (online, that wasn't the trick either), and now your offer of access to the "other" technician scheduling system. I realize that you haven't made this system and are a consumer too.
RANDY_>
I appreciate that you're doing the best you can inside a complex business structure. This isn't personal. I'm not mad. But your company can't continue treating customers like this. There are alternatives now - and this experience is making a very strong argument for cord cutting... http://lat.ms/15CqNSh
Suzette>
I truly understand the things you have been going through and that is why I will do my best to identify the cause of the issue and to come up with the best resolution there is. In the meantime may I again place you on hold as I am continuing the process of requesting for an earlier schedule?
RANDY_>
it is almost 2 in the morning... but of course i'll hold...
Suzette>
Thank you. I will be back with you shortly...
analyst Suzette has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
analyst Suzette has entered room
analyst Suzette has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
Analyst has left the room. Your problem is being escalated to another analyst
analyst Rachel has entered room
Rachel>
Thank you for contacting COMCAST Activations, home of Triple-Play. My name is Rachel and I will be more than willing to assist you today. May I know your complete name?
UPDATE September 4th, 2013 [It's an hour later - and it's become a test of wills... I can't sleep... won't sleep... while this continues...]
Rachel>
It is important for me to know if we are still connected. Did you receive my last message?
RANDY_>
Hi Rachel... here's all my info... and a verbatime account of the past hour... enjoy... http://bit.ly/1cEs29x
Rachel>
Thank you very much for providing me with the information.
analyst Rachel has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
analyst Rachel has entered room
Rachel>
Randy, you have been transferred to another analyst because we are currently having a system upgrade. My sincere apologies for the inconvenience.
Rachel>
No worries because we are going to pick where you left of with the previous analyst
Rachel>
May I place you on a brief hold while I am reviewing the details on your account? I will try to make this as quick as possible so that I can get back to you immediately.
RANDY_>
it is now after 2am... but of course i'll hold...
Rachel>
Thank you very much Randy and once again, I apologize for the inconvenience
Rachel>
Thank you for waiting. I appreciate your patience. I apologize for the wait being a little longer than expected. I just need another 5 minutes or two to get everything that we need to get this resolved.
Rachel>
*5 minutes
Rachel>
I do apologize that you've had to contact us numerous times regarding this issue. We'll make sure that we will get this issue resolved as soon as possible.
RANDY_>
in light of the amount of time already lavished on prior attempts to get this device working, the phrase "as soon as possible" has a slightly ominous ring...
Rachel>
I know it feels terrible to have the same issue going over and over again and I am very sorry for the inconvenience.
Rachel>
I am still working on it, Randy
Rachel>
I may need more time. Please bear with me
Rachel>
I apologize, this is taking more time than usual. Would you mind waiting while I finish it? I would deeply appreciate it.
RANDY_>
Do what you must. I've been thinking about the sentence: "It is important for me to know if we are still connected."
Rachel>
We sincerely apologize Randy, I am doing my very best to have this issue resolved.
RANDY_>
Please. I've never doubted that your intentions are good. Sometimes we find ourselves working for thankless taskmasters against insuperable odds.
RANDY_>
Please say hello to Suzette if you see her.
Rachel>
Thank you for the understanding, Rnady
RANDY_>
2:30am here. "To-morrow, when I wake, or think I do, what shall I say of to-day?"
Rachel>
I understand that contacting us numerous times to activate your equipment would be bothersome and time consuming; I would feel the same way too.
Rachel>
I'll try to send another signal to you, Randy
Rachel>
We'll be sending the activation signal and this will initiate the download process for the subscribed channels, guides and other features to your cable box.
Rachel>
Just to set proper expectations, once the signal is sent, the box will turn off and it will automatically turn on after a few seconds. Please observe the response of your box upon sending of signal.
RANDY_>
Uh...OK.
Rachel>
Unfortunately, I am getting an error message for your cable box so I'll just proceed with some troubleshooting to create a ticket for you.
RANDY_>
Why are we here, that is the question. And we are blessed in this, that we happen to know the answer. Yes, in this immense confusion one thing alone is clear. We are waiting for a ticket.
Rachel>
Randy, I understand that this issue has brought you some confusion and I apologize for that.
Rachel>
It appears that the box that you have is not working as expected and we are trying to figure out how we can activate the box, however, it seems that the box cannot be activated regardless of the numerous that we did as well as with the previous analyst.
Rachel>
So now, I'm going to do some processes in order for us to send a technician to your area.
RANDY_>
Hmmm. A (reconditioned? used? broken?) box that I drove across town to pick up and waited an hour for... seems not to be working.
Rachel>
I understand Randy
Rachel>
I may need more time, Randy. Please bear with me,
RANDY_>
it's approaching 3am... I'm finding comfort thinking about all the other people who left their homes earlier today (as I did) with carefully tended optimism.. perhaps today would be the day.. but come 3am... there's no kidding yourself... it ain't gonna happen... it wasn't meant to be.. not for you... not tonight... maybe not ever...
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