शुक्रवार, 13 फ़रवरी 2009

The check actually came!

Finally the check came. Just rushing to the bank to deposit it before they change their mind. I think what worked is calling the WA office. The customer service was polite and prompt and they send me the check as they promised. I am not surprised, NJ just sucks in every way.

गुरुवार, 29 जनवरी 2009

Another phone call

This time from their 1-800 number, but I think it was still the office in WA. I could tell by the way the lady spoke and that she had my current home address. She said that the check has been process and I should get it in 2 weeks. hmm, well, you cannot blame me for not trusting them. But after 2 calls in 2 days, I am hopeful that I will get my check by Feb14th. Already making plans to spend it on the day.

बुधवार, 28 जनवरी 2009

Phone call today

So today at about 1:30, I got a phone call from Comcast. It was like a call from heaven! too good to be true moment! And that is what it was, too good to be true. The call was from Comcast of Washington because when I filed my complaint, I had given my phone number which is a WA number. I do not understand why in this world of mobile why these people still classify everything by phone number. I have lived in 3 different states with the same phone number!
So anyway, the nice lady told me that she is sorry she cannot do anything and will forward the complaint to Jersey City Comcast. I wanted to tell her, please don't bother, the complaint box in New Jersey is a true black hole. Instead of spending millions of dollars on space missions, telescopes, we should send astronomers there to study how things disappear in a black hole.
I did tell her they WA customer service is really good and I am happy to be back here. I hope I did not speak too soon, maybe they will show their true colors when I move from here!

So the state my refund is same. "Someone" is looking at it and will get back to me at a undetermined time in future.

मंगलवार, 27 जनवरी 2009

eSupport Chat Transcript

eSupport Chat Transcript

 Tulika > I am waiting for a refund for 6 months. Numerous phone calls to customer service, still no help.
 Mark > Hello Tulika, Thank you for contacting Comcast Live Chat Support. My name is Mark. Please give me one moment to review your information.
 Mark > I am sorry to hear that.
 Mark > Can I please get the account number and the phone number of account for verification. Thanks.
 Tulika > Account number - 06104 179589-03-8
 Mark > Allow me to pull up your account information so that we can go ahead and attend to your concern.
 Mark > I am sorry for keeping you on hold Tulika, I am still trying to pull up your account information. Please give me a few moments. Thanks.
 Tulika > ok
 Mark > May I ask what is the service from Comcast that entails a refund for you   Tulika?
 Tulika > I had internet service in Jersey City, and then I moved and was overbilled
 Tulika > I had cancelled my service on time
 Mark > Okay.
 Mark > Thanks for that.
 Tulika > I received a letter in July 2008 that I should get refund of $81.30
Tulika > I was billed extra for a month and half
 Mark > Since then you have been calling Comcast about your refund but still it was not given to you yet?
 Tulika > yes, I have called at least 9 times
 Tulika > and first few times they said they have filled a form for me and I should get refund in 3 - 4 weeks
 Mark > Okay. I am sorry for that. I will try my best   to look for answers from my end. I am currently pulling up your billing record from us so it will guide me as well. 
 Tulika > On january 5th they gave me a case tracking number and said 3 - 4 days
 Tulika > I have case tracking number 2644.4779
 Mark > Okay. Got that. Thanks for the information.
 Mark > Thank you for patiently waiting Tulika. I am still trying to pull up my tools that will show your billing details. Please give me a few more   moments. Would that be okay?
 Tulika > ok
 Mark > What I am doing now Tulika is checking on your billing details and also be checking on the previous notes that you had with the previous agents. 
 Tulika > ok
 Mark > Thank you for patiently waiting Tulika. I just want to double check that you should be receiving a $81.30 as refund, right?
 Tulika > yes
 Mark > Thanks.
 Mark > Thank you for patiently waiting Tulika. I know this will make you sad, but I regret you to inform you that we can't process a refund via chat and I just talked to my supervisor on this. What I can do from my end is to put a PRIORITY NOTE about your concern and include all the details of your issue regarding the refund that you should be getting from Comcast. Are you amenable for this? 
 Tulika > hello?
 Tulika > do I have a choice? They said the same thing to me last 4 times I called
 Tulika > they are putting a "priority" on this refund
 Mark > Apologies for this Tulika. I know I may sound redundant from the previous agents but let me assure you that we will be taking an extra effort on this concern of yours.
 Tulika > ok, so how long do I wait this time?
 Mark > I will be doing an extra mile from my end   and advise someone to follow it up. But then again, the best thing you can do, again and again, is to call 1-800-COMCAST.
 Tulika > ok
 Tulika > I call and get the same story like a record
 Mark > I am also currently making a priority note/memo on this concern which I will be including the previous informations you gave me.
 Mark > I know how you feel Tulika.
 Tulika > fine
 Mark > What I am doing now Tulika is creating two priority notes for you with regards to this issue. 
 Tulika > ok
 Tulika > is that all?
 Mark > Yup. I will be processing this memos from my end now Tulika. 
 Mark > If you can hold on and wait   as I finish processing everything from my end. Would that be okay?
 Tulika > ok
 Tulika > I have waited long and I am not seeing any progress.
 Mark > We really apologize for that Tulika. 
 Mark > Thank you for patiently waiting Tulika. I just made a report on this and please write down the Ticket ID which is 1205043. I actually made 2 priority memos on your query and advised Comcast to look on this concern with utmost priority. I also strongl  y suggest that you call 1800 COMCAST and inform the billing department that you have been doing a lot of follow-ups for more than 6 months. 
 Tulika > so what happens to the old tracking number?
 Mark > The old tracking number will be the basis that your previous contact promised to process your refund for 3-4 days but actually didn't happen. 
 Tulika > so next time I call customer service I give them both numbers?
 Mark > Please give them bot  h Ticket Numbers so that they will be informed that you have made a lot of calls already. 
 Mark > I am really sorry I can't help you with the refund via chat Tulika. 
 Tulika > No one seems to be able to help with refund
 Tulika > and when its time to bill, you charge huge late fee for even one day delay
 Mark > Rest assured that Comcast will deal with this concern seriously. Please provide them all the information including the actions being   taking by the Customer Account Executives on this concern.
 Mark > Is there anything else I can assist you today? 
 Tulika > Do you have a ID / chat ID?
 Mark > We don't normally have a chat ID because the customers that comes in the chatroom is system generated Tulika.
 Tulika > I am looking at other scripts online, and they have provided customer id
 Tulika > I mean chat id
 Tulika > http://consumer-complaint.blogspot.com/2008_08_01_archive.html
 Mark > Okay I am checking on it as well. 
 Mark > Is there anything else I can assist you today? 
 Tulika > no, I just want my refund.
 Mark > I understand that Tulika.   By the way, I was able to get my Chat ID and its 34769008.
 Tulika > Thank you
 Mark > You are welcome Tulika.
 Mark > You have been very cooperative. I really appreciate it. Please do not forget to provide feedback by answering the survey questions at the end of this session. If you need anything in the future, please do not hesitate to contact us again, we will be glad to help you. Thank you for contacting Comcast and enjoy the rest of your day. 

Email sent at: 6:09:21 PM, 1/27/2009


सोमवार, 26 जनवरी 2009

The story so far

In the month of June 2008 I made the mistake of moving and canceling my comcast internet service. As usual, they over-billed me about a month and half, a total of $81.30.
On July 8th 2008 I received a letter saying that I have a credit balance of $81.30 and it will be applied to my credit card on or about 15th July.
July 31st 2008 - nothing on my credit card
Sometime in August - still nothing on my credit card. So I call customer service. They take my new address (which they already had BTW) and said they will make a check in 3 - 4 weeks.
October 27th 2008 - Still no check. So I call again. They tell me that I have some equipment to return. I clarify that I bought the cable modem, so was not renting any equipment from them. They apologize for the mix up and tell me that its all clear. Please expect a check in 4 - 6 weeks.
December 12th 2008 - Still no check. Called the customer service again. Talked to Alesha #20862. She said she has opened a request form for me. She works at national customer service center and cannot do anything else for me. I ask her to transfer me to New Jersey center. She says she is trying, but its very busy. I tell her this is unaccpetable, I want my refund. She says she cannot do anything else.

January 5th 2009 - From now on it becomes really interesting. First I get the same national service center and the exact conversation of December 12th is repeated, word to word.
So I try again, this time by some magic I get hold of a customer service rep in New Jersey. First he asks me if I have returned all equipment. I tell him that I have and I made it clear on October 27th and they told me its all taken care of. He apologizes for all delays and says that he has opened a expedite request for me. Gives me a tracking number. Says repeatedly that this should have been done long ago, and he does not understand why no one ever gave me a tracking number. He says that its a rush request and you should hear back from accounting department in 3 - 4 days.
January 9th 2009 - I call again to find out if anything has happened. The agent said no action on my fine, but she can see the form opened for my 'request'. I tell her I am getting really annoyed and I am going to find ways to file complaints now.
January 15th 2009 - I call again, gave my tracking number. The lady at customer service says that the check has been sent. I do not believe her.
January 23rd 2009 - I get connected to national service center again and talk to someone names Michelle. Now she is practically bullying me! I tell her the whole story. She says she same thing, the application is open, its high priority and I should get a check in 3 - 4 weeks. I tell her I have been here that for 6 months. So she changes it to 3 - 4 days. I say, a minute ago you said 3 - 4 weeks. She puts on her bully tone and say - "No mam, I did not say that, I said 3 - 4 days". So I say "ok, maybe I heard weeks". More bullying - "No mam, you did not hear 3 - 4 weeks, I said 3 - 4 days!" I am thinking what the hell! So I tell her I want to escalate the issue and talk to her supervisor. I wait about 20 minutes. She comes back and says somone will call you by end of day today. I say that they never call back, I will hold. She says, still bully tone, "No mam, they will call you by end of day". I have no choice but to hang up at this point.
January 26th 2009 - Of course no one called me back. So I go through the same process call again. This time another shocker. First the same story that I have not returned the equipment. I tell her again that I have, and it was made clear on October 27th and again on January 5th. So same thing, she says she does not know what the hold up is and she will open a request form. I tell her its all been done 5 times and I have tracking number of the request. So I give her the number. She says that request was created on 23th January!! I am shocked. So I tell her, no it was created on January 5th. She insists, no it was done on 23th January. I am getting angry now. I tell her, no, it was done on January 5th and I got the tracking number on that day. So she looks up, and says, oh I see it. But it was "really" files on January 23th. I tell her I don't understand. What is taking so long. She says because you did not return the equipment. I am really angry now. I tell her, no that is not true. For one I never rented any equipment. And I clarified it twice with your customer service and they told me twice that its taken care of. So what is the hold up now. She says she does not know and cannot do anything, my request is open and I will get a check. I ask her when. She says she does not know. I ask her who knows, who can tell me, its been 6 months. Same reply. I ask her that I want to speak to her supervisor. She says ok. After 2 minute, she comes back and says supervisor will be on line in 2 minutes. I wait 10 minutes. She comes back and says 2 minutes. I tell her you told the same 10 minutes ago. She says "No she did not", bully tone is back. I tell her I am sitting in front of computer watching clocks. Its been 10 minutes, I want to speak to supervisor, you are holding my money. She bullys me some more, no its not been 10 minutes. I tell her ok, I don't want to argue, can I please speak with supervisor. She says supervisor will be here in 2 minutes or you want her to call back. I have to go for meeting now. So I say have her call me back.
No surprise, no one called me back.