Summary
Lie #1: " you will get additional service at a cheaper cost."
The rep correctly showed my current service is 50m down and basic cable TV for $82 / mo. He said Comcast had an offer where I could get "additional service at a cheaper cost." The "cheaper cost" is $101.99 for first 12 months and then $126.99 from 13-24 months.Lie #2: "Every thing is totally fine"
At the exact time Naval said "Every thing is totally fine," Comcast was having well-documented problems:
https://downdetector.com/status/comcast-xfinity/san-francisco
Naval: I am glad to have assisted and get your concern fully resolved for today!
Naval: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?
Naval: Roger, Is there anything else I can assist you with?
Roger_: my internet problems aren't resolved
Roger_: still happenin
Roger_: g
Roger_: lots of services are hanging, etc.
Naval: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
Roger_: sure
user Roger_ has left room
user Roger has entered room
Naval: Welcome Back!!
Naval: Roger, As I can check from here your account is totally fine and you are getting good services.
Naval: Please run a speedtest for us to ascertain the speed you are receiving at the moment and send me the result link once you're done. Here's the link : http://speedtest.comcast.net/
Roger_: starting speed test
Naval: Okay.
Roger_: haha
Roger_: "starting in 5900 seconds"
Roger_: that's an hour and a half
Naval: Please allow me a minute .
Roger_: normally I use speedtest.net but it's unreachable for me today
Roger_: I'll try this http://www.speakeasy.net/speedtest/
Roger_: I just ran the test
Roger_: http://imgur.com/eMiqGft
Naval: Roger, you are facing this issue because our system is upgrading.
Roger_: 8.80M down, 0.68 up
Roger_: I just did a tracert to amazonaws and it fails
Naval: Every thing is totally fine.
Roger_: Tracing route to amazonaws.com [207.171.166.22] [formatting garbled, thanks cmd.exe, lots of timeouts]
Roger_: how can you say everything is totally fine when I'm getting 8M down and traceroutes are not working
Naval: You will get the right speed once the upgradation procedure is finished.
Roger_: you're saying my entire set of problems is because you're upgrading something?
Naval: It is due to our server upgradation.
Naval: No worries.
Roger_: what kind of server? I'd like to know more about this.
Naval: Sure!!
Roger_: please don't tell me no worries. I work on the internet. That's how I make a living. I have deliverables. If my internet is not working, I cannot work. This is a big deal.
Naval: Roger, You will also check this problem on our site also.
Roger_: I checked before this chat and it said there were no issues.
Roger_: where is the status shown?
Naval: I am doing advanced trouble shooting steps from here.
user Roger_ has left room
user Roger has entered room
Naval: Please check now.
Naval: Please tell me the result.
Roger_: aha
Roger_: now we're talking
Roger_: ... maybe
Roger_: nope.
Roger_: no better.
Naval: Roger, Please provide me your reliable phone number.
Roger_: xxx xxx xxxx
Roger_: 20.96 down, 0.44 up
Naval: I am raising ticket for you.
Naval: Our senior technical team will call you on the number given by you.
Naval: Please note down your ticket number
https://downdetector.com/status/comcast-xfinity/san-francisco
Lie #3 (probably): "You will also check this problem on our site also"
The "server upgradation" and service degradation is not listed.Trancript
Roger,I have also checked your account and found that we have a great offer for you where you will get additional service at a cheaper cost.
what is that?
I can see that currently you are paying around $82 .00 plus rental of devices and getting 50mbps speed
that's correct, yes
And limited basic package for cable in which you are getting 10
channels
However, I have a good deal for you, In this package you will get 140+ Cable Channels and 105 mbps Internet Speed & Unlimited Nationwide Talk and Text.
Double Speed!!
14 times channels!!
Sounds Good?
"additional service at a cheaper cost." = what is the cost?
This package will cost you only $101.99 for first 12 months, after that it will cost you $126.99 from 13-24 months.
how is that cheaper than $82?
In this you will get double speed and 14 times channel and unlimited text and talk.
you said additional services at a cheaper cost.
then you listed additional services at a higher cost.
We are so confident in our products and services that we would want you to try them - risk free. If you’re not satisfied and wish to cancel the services for any reason, you can do so in the first 30 days and get your money back.
what you did above is called bait and switch and it's illegal in the US
this is one of the reasons people hate Comcast so much.
Okay. I appreciate your decision.
you just lied to me.
Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
I am satisfied with the tech support, but I am not satisfied with being lied to.
Thank you.
It was a pleasure assisting and chatting with you today! Have a great day and thank you for choosing Comcast. If you have any further questions, please do not hesitate to give us a call at 1-877-870-4310 or visit us at www.comcast.net for technical support. We appreciate your business!
you're funny.
Naval: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?
Naval: Roger, Is there anything else I can assist you with?
Roger_: my internet problems aren't resolved
Roger_: still happenin
Roger_: g
Roger_: lots of services are hanging, etc.
Naval: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
Roger_: sure
user Roger_ has left room
user Roger has entered room
Naval: Welcome Back!!
Naval: Roger, As I can check from here your account is totally fine and you are getting good services.
Naval: Please run a speedtest for us to ascertain the speed you are receiving at the moment and send me the result link once you're done. Here's the link : http://speedtest.comcast.net/
Roger_: starting speed test
Naval: Okay.
Roger_: haha
Roger_: "starting in 5900 seconds"
Roger_: that's an hour and a half
Naval: Please allow me a minute .
Roger_: normally I use speedtest.net but it's unreachable for me today
Roger_: I'll try this http://www.speakeasy.net/speedtest/
Roger_: I just ran the test
Roger_: http://imgur.com/eMiqGft
Naval: Roger, you are facing this issue because our system is upgrading.
Roger_: 8.80M down, 0.68 up
Roger_: I just did a tracert to amazonaws and it fails
Naval: Every thing is totally fine.
Roger_: Tracing route to amazonaws.com [207.171.166.22] [formatting garbled, thanks cmd.exe, lots of timeouts]
Roger_: how can you say everything is totally fine when I'm getting 8M down and traceroutes are not working
Naval: You will get the right speed once the upgradation procedure is finished.
Roger_: you're saying my entire set of problems is because you're upgrading something?
Naval: It is due to our server upgradation.
Naval: No worries.
Roger_: what kind of server? I'd like to know more about this.
Naval: Sure!!
Roger_: please don't tell me no worries. I work on the internet. That's how I make a living. I have deliverables. If my internet is not working, I cannot work. This is a big deal.
Naval: Roger, You will also check this problem on our site also.
Roger_: I checked before this chat and it said there were no issues.
Roger_: where is the status shown?
Naval: I am doing advanced trouble shooting steps from here.
user Roger_ has left room
user Roger has entered room
Naval: Please check now.
Naval: Please tell me the result.
Roger_: aha
Roger_: now we're talking
Roger_: ... maybe
Roger_: nope.
Roger_: no better.
Naval: Roger, Please provide me your reliable phone number.
Roger_: xxx xxx xxxx
Roger_: 20.96 down, 0.44 up
Naval: I am raising ticket for you.
Naval: Our senior technical team will call you on the number given by you.
Naval: Please note down your ticket number
Update
I spoke with another rep, Jose, who was great. Excerpts from our chat, mostly for the lulz:Jose: May I know the issue that our rep lied to you?
Roger: (summary of the above)
Roger: I asked the price
Roger: "This package will cost you only $101.99 for first 12 months, after that it will cost you $126.99 from 13-24 months."
Roger: $101.99 is not actually cheaper than $91.96.
Jose: yes that is correct. Its simple math.
Then this unintentionally hilarious pearl:
Jose: On internet issue they can be corrected by our Internet dept.
Jose: We are cable troubleshooting dept so all of our tools here are for cable TV.
Jose: On broken promises those usually happens on Sales dept.Jose: Here on cable troubleshhoting we dont lie.
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