Transcript of Chat with Comcast: August 2010

user LESLIE_ has entered room

leslie>
cable is not working since last week’s power outage

analyst Dean has entered room

Dean>
Hello LESLIE_, Thank you for contacting Comcast Live Chat Support. My name is Dean. Please give me one moment to review your information.

Dean>
It is a pleasure to have you on chat! First of all, I apologize for whatever inconvenience the issue has caused you but I’ll be more than happy to resolve it for you. I hope you haven’t waited so long to be assisted. How’s your day so far?

LESLIE_>
Can you verify whether there is a problem with my cable (TV)? I have web access.

Dean>
Let me check on that for you Leslie.

Dean>
I see here that you have a concern or problem with your cable services/box, I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat.

Dean>
To ensure the integrity of your account information. Can I please have the Full Account Name? Also, please provide me your 16 digit account number or the last 4 digits of your Social Security Number.

LESLIE_>
My name is Leslie O’Flahavan and my husband’s name is John O’Flahavan. the last 4 digits of my social are XXXX

Dean>
Thank you for that information.

Dean>
Please give me 1-2 minutes to pull up your account, would that be okay?

LESLIE_>
When this chat is over, please send me a transcript. My e-mail address is Leslie@ewriteonline.com

LESLIE_>
If you need 1-2 minutes, OK, but I did provide the account information before I began this chat.

Dean>
I’m sorry but I can’t send you the transcript of this chat through your email. However you can save it once we are done.

Dean>
While waiting, here is something that I can share to you.  Are you a big movie and TV fan? Comcast now has the best free online streaming and extensive video collection of television shows, movies, trailers and clips online. For you to experience this great entertainment site please visit http://www.fancast.com/ Please check it out

LESLIE_>
Please do NOT provide me with marketing information during this chat.

Dean>
I’m sorry for that.

Dean>
I was able to pull up your account and checked for outage in your area as well.

Dean>
What we can do now is try to troubleshoot this issue.

Dean>
We need  to refresh your cable box as well as reconfigure its internal settings by sending a signal to it.

Dean>
May I ask you to reboot your cable box by unplugging the power cord of your cable box from the power outlet for 1-2 minutes.

Dean>
Plug the power cord back after 2 minutes in then turn your box on.

LESLIE_>
OK, we’ll do that

Dean>
Please notify me once you are done with the process.
Thank you.

Dean>
By the way, please do check on the cable wire connections as well.

Dean>
Thank you.

LESLIE_>
i did check on the cable wire connections before I started the chat and they were OK, as far as I could tell.

Dean>
Thank you.

analyst Dean has been temporarily disconnected.  Please wait while the analyst attempts to reconnect.

analyst Dean has entered room

LESLIE_>
OK, we are plugging the cable box back in now

Dean>
Thank you for your cooperation Leslie.

Dean>
Is the box on now/

Dean>
?

LESLIE_>
the box is on now

LESLIE_>
But the system still is not working

Dean>
Alright. Thank you for that Leslie. In order to resolve this issue I will now be sending a signal to your cable boxes.

Dean>
Just a heads up that it may take up to 30-45 minutes for the signal to take effect but most of the time it won’t last that long. Rest assured, once the signal goes through, it will surely fix the problem.

LESLIE_>
So what do you want me to do next?

Dean>
Please leave your box on up until 45 minutes for the signal not to be interrupted.

LESLIE_>
OK, so I will leave my cable box on for 45 minutes. Then I should check in 45 minutes to see if the system is working? Correct?

Dean>
That is correct Leslie. If it will still not work> We may need to schedule a service call for you. But  rest assured, the signal sent will take care for it.

Dean>
I am glad I was able to assist you you today.

It has been my pleasure serving you and I truly appreciate your understanding and cooperation. Do you have other concerns for me today?  I will be glad to assist you further.

LESLIE_>
I am glad that you are confident that the “signal sent” will take care of the problem. I hope you’re right! If, however, I need to schedule a service call, how do I do that?

Dean>
You can chat back or call 1-800-266-2278.

Dean>
Every information on what we have done is noted in your account for future reference.

Dean>
Just a quick recap of what we have done to resolve or try to resolve your issue today: rebooted box for it to be refreshed and sent signal to it.

Dean>
Would there be anything else I can assist you with today?

Dean>
It’s been my pleasure to have assisted you and I am happy you contacted Comcast today.

We strive to exceed your expectations and hope that you will take a moment to complete the 3 question survey that will follow our interaction, your feedback will help us to continue improving how we serve you.

Dean>
It is with gratitude to have you on this chat and I appreciate the opportunity you’ve given us today to resolve your issue/concern.   Enjoy the rest of your day and take care.
 
Do you want to watch full TV shows and movies online? Go to http://www.fancast.com. Thank you for choosing Comcast as your cable TV provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat. To close this chat, please click the end session button at the top of your chat window. 

Dean>
Analyst has closed chat and left the room