Comcast puts up a fight

Actually, the funny thing is how little of a fight this was.

So, I found out last night that our $19.99/month Comcast High-Speed Internet was increasing to $42.99/month.  Yikes!  Double-the-cost for the same service.  No thank you.  I decided to ‘chat’ with Comcast and either “lower my cost” (most desirable), “lower my service”, or “change service altogether” (least desirable).  All that said, I was not going to pay almost $50/month, after taxes, for just my Internet connection.  That was not an option.

To that end, I started a ‘chat’ session with Comcast customer service to see what options I had.  I was fully expecting some wrangling back and forth.  Instead, here’s what actually happened (with names, etc. changed to protect the innocent):

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user Guest_ has entered room

Guest(Thu Dec 17 2009 13:40:56 GMT-0800 (Pacific Standard Time))>

Order Information

analyst ComcastDude007 has entered room

ComcastDude007(Thu Dec 17 2009 13:41:07 GMT-0800)>

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

My name is ComcastDude007. 

Please give me one moment to review your information.

ComcastDude007(Thu Dec 17 2009 13:41:10 GMT-0800)>

Hi! You can call me 007.
I hope you're doing great today!

ComcastDude007(Thu Dec 17 2009 13:41:10 GMT-0800)>

Do you have an ACTIVE Comcast account/service
in your new OR current address?

Guest_(Thu Dec 17 2009 10:41:25 GMT-0800 (Pacific Standard Time))>

Yes, we have an active account.

Guest_(Thu Dec 17 2009 10:41:34 GMT-0800 (Pacific Standard Time))>

Address is XXXXXXXXXXXXXXXXXXXXXX

ComcastDude007(Thu Dec 17 2009 13:41:50 GMT-0800)>

awe3

ComcastDude007(Thu Dec 17 2009 13:41:52 GMT-0800)>

My apologies for the typo.

ComcastDude007(Thu Dec 17 2009 13:41:54 GMT-0800)>

Awesome! Thank you very much for your continued patronage and loyalty to us. We really appreciate it.

Guest_(Thu Dec 17 2009 10:42:08 GMT-0800 (Pacific Standard Time))>

thanks.

ComcastDude007(Thu Dec 17 2009 13:42:07 GMT-0800)>

I understand that you are interested to order -Internet $19.99 for 6 months- Am I correct?

Guest_(Thu Dec 17 2009 10:42:27 GMT-0800 (Pacific Standard Time))>

Actually, I need to see about our current pricing.

ComcastDude007(Thu Dec 17 2009 13:42:37 GMT-0800)>

You're most welcome!

ComcastDude007(Thu Dec 17 2009 13:42:38 GMT-0800 )>

Sure thing.

ComcastDude007(Thu Dec 17 2009 13:42:40 GMT-0800)>

Please let me take care of that for you.

ComcastDude007(Thu Dec 17 2009 13:42:59 GMT-0800)>

You may visit https://www.comcast.com/localization/Localize.cspx?Referer=/shop/buyflow2/products.cspx to check for our promotions as well

ComcastDude007(Thu Dec 17 2009 13:43:10 GMT-0800)>

To ensure integrity in your account, please verify your account number OR the last FOUR digits of your SSN.

Guest_(Thu Dec 17 2009 10:43:40 GMT-0800 (Pacific Standard Time))>

Actually, we are currently a Comcast customer.  I need to figure out what we're CURRENTLY paying for our service.  I think it just increased quite a bit.

Guest_(Thu Dec 17 2009 10:44:00 GMT-0800 (Pacific Standard Time))>

Last 4 of my SS are... XXXX

ComcastDude007(Thu Dec 17 2009 13:44:11 GMT-0800)>

Thank you for verifying.

ComcastDude007(Thu Dec 17 2009 13:44:46 GMT-0800)>

Yes, your paying $54.95/mo but I can lower it to $19.99 for 6 months. Shall we go ahead?

Guest_(Thu Dec 17 2009 10:45:05 GMT-0800 (Pacific Standard Time))>

That would be *perfect*.  Yes, please!

ComcastDude007(Thu Dec 17 2009 13:45:22 GMT-0800)>

Sure thing.

ComcastDude007(Thu Dec 17 2009 13:45:27 GMT-0800)>

Great news! I am proud to offer our next 
generation Triple Play with FREE HD! It 
includes cable, internet, and phone 
for just one low price. Get yourself and 
your family an entertainment-filled home now!

ComcastDude007(Thu Dec 17 2009 13:45:49 GMT-0800)>

Please wait one moment while I process your order/request.

Guest_(Thu Dec 17 2009 10:46:06 GMT-0800 (Pacific Standard Time))>

Thanks, 007 

ComcastDude007(Thu Dec 17 2009 13:46:36 GMT-0800)>

You're welcome, Guest

ComcastDude007(Thu Dec 17 2009 13:47:09 GMT-0800)>

Thank you for waiting.

ComcastDude007(Thu Dec 17 2009 13:47:13 GMT-0800)>

Account: xxxxxxxxxxxxxx
Order: 1000xxxxxxx
Succeeding Monthly Fee w/ tax and modem rent:$25.47

ComcastDude007(Thu Dec 17 2009 13:47:16 GMT-0800)>

Congratulations! You are all set.

ComcastDude007(Thu Dec 17 2009 13:47:16 GMT-0800 )>

Before you go, have I resolved and answered 
your reason for chatting today in my end?

Guest_(Thu Dec 17 2009 10:47:40 GMT-0800 (Pacific Standard Time))>

Yep!  Everything resolved. Thanks again.

ComcastDude007(Thu Dec 17 2009 13:47:56 GMT-0800)>

Great!

ComcastDude007(Thu Dec 17 2009 13:47:57 GMT-0800)>

Thank you.

ComcastDude007(Thu Dec 17 2009 13:47:58 GMT-0800)>

You're most welcome!

ComcastDude007(Thu Dec 17 2009 13:47:59 GMT-0800)>

It's a pleasure to serve our most valued customer
such as you. Hope to hear from you again soon!

ComcastDude007(Thu Dec 17 2009 13:48:01 GMT-0800)>

Have a good one. Cheers! 

Guest_(Thu Dec 17 2009 10:48:03 GMT-0800 (Pacific Standard Time))>

You too.

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What I find most humorous is that I never actually requested a reduced monthly price.  It was pretty obvious, I suppose, when I mentioned that our “current monthly bill had just increased quite a bit”, but after that the rep just gave in.  No fight necessary.

Perhaps the goal is to make the customer feel “in control”, which is fairly effective.  Whatever the deal, I like the fact that I’m getting our Comcast service for $19.99/month again.

Hmmm.  Maybe I should’ve requested that pricing for the next 12 months…

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