dm
dm
Joined: Apr 29, 2010
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October 28th, 2011 at 10:16:33 AM permalink
Quote: boymimbo

Obviously what you wanted to do is outside of their canned script. They do not understand your request and have no instructions to think outside of the box. This is what you get when you pay someone in another country $2/hour.




Not to be picky, but I think you meant $2/day.
dm
dm
Joined: Apr 29, 2010
  • Threads: 14
  • Posts: 699
October 28th, 2011 at 10:18:42 AM permalink
Quote: weaselman

Sure. Just ask who is the President of the United States. If the answer is "what are you smoking, sir?", you are talking to a human. If it is "I am sorry, I was unable to understand your request", it's a bot.



POTM!
DorothyGale
DorothyGale
Joined: Nov 23, 2009
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October 28th, 2011 at 10:55:11 AM permalink
Quote: weaselman

Who is the President of the United States.


Ashley has entered the session.
DG: I need help
Ashley: Welcome to Comcast Online Technical Support. My name is Ashley and I will be assisting you throughout this chat session.
Ashley: Hello DG.
DG: Hi Ashley
Ashley: May I please know how may I assist you today.
DG: Ashley, I have a question, I want to make sure I am not talking to a robot ...
DG: What is 2 plus two
Ashley: Okay.
Ashley: 4.
DG: Thank you! I spoke with someone yesterday, I have some lines in front of my house that are laying in the trees ... they are not my lines ... I need someone to come out and look at them and pin them back up ...
DG: I am not reporting a problem at my house, I am reporting a problem with your lines, you should send someone out to look at them
DG: I don't want to give you my account number but I will tell you where the problem is
DG: If you ask for my account number or phone number, I will hang up
DG: Your turn
Ashley: Okay . I see , allow me to think what I can do for you.
Ashley: Well I will be honest , I will not ask you for your account number , however I will need some information for send a technician an fix this issue.
DG: Yes, I will tell you this, my house is at <address deleted> -- the lines are in the trees hanging there and are easy to see ... send someone out ...
Ashley: Actually I just need this:
Ashley: 1. 10-Digit Phone Number as it is listed on the account.
2. Your full name as it is listed on the account.
DG: Good bye.
Ashley: Have a wonderful day.
"Who would have thought a good little girl like you could destroy my beautiful wickedness!"
boymimbo
boymimbo
Joined: Nov 12, 2009
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October 28th, 2011 at 11:23:29 AM permalink
I think I'm starting to get this...

The technical support group typically has to enter a ticket. The only keys on their screen are tied to a user's account. For them to enter anything, likely they will need (eventually) the account number of the caller. Their system has no way to record what you are looking for.

Take the system I work with, day in, and day out. If you called me to tell me that there was a problem with one of my assets, I would have to identify the asset by location and enter a work order to get the fix done. However, I am a customer service represenative, and likely, I only have access to customer records. That means that the only page that I have access to as a CSR is a customer page where the key information is the customer information. I would have to enter a work order and the only thing I can attach that to is the customer.
----- You want the truth! You can't handle the truth!
Alan
Alan
Joined: Jun 14, 2011
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October 28th, 2011 at 11:25:53 AM permalink
This post is too funny. That's the kind of responses I get when I am trying to 'do the right thing' and 'do them a favor' to report an issue they're having or going to have in the future, whether it personally affects me or not. You should be commended for putting forth such an effort. I've given up.
tsmith
tsmith
Joined: Jan 15, 2010
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October 28th, 2011 at 12:44:48 PM permalink
Just for the heck of it, I just went to the Comcast website and logged into the live chat and I am convinced I was talking to a real person.

FWIW, I said more or less the same thing as Dorothy Gale, with one big exception. I mentioned right off that I was not a Comcast customer but happened to notice cable lines hanging in the trees near my house and thought they should know about them and blah blah blah. Since there was no account number or phone number associated with my complaint the rep gave me an 800 phone number to call in order to contact a local office to let them know to send out a repair truck.

I didn't call the number, so I'm not sure if you'd get the same run-around or be stuck in an automated menu with no pertinent option to choose, but at least my little experiment made me realize the reps Dorothy encountered were actual humans, and not bots.
DorothyGale
DorothyGale
Joined: Nov 23, 2009
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October 28th, 2011 at 12:51:25 PM permalink
I previously called their number and tried to register the issue ... that was purgatory ... before trying the live chat (as above) I decided to go the next route and try their e-mail service where they guarantee a reply by a human ... this is the reply I got after I tried to explain to them that I didn't want them to visit me, I just wanted them to know they had a problem ...

Dear DG,

Thank you for your e-mail. I understand you are still having difficulties with the service. I apologize for any inconvenience this may caused you.

In this case I recommend schedule a technical visit for you. The closest technician available is on 11/02/11 between 8:00 am - 10:00 am and also between 3:00 pm - 5:00 pm. These times are subject to change, so please contact us as soon as possible to confirm the date and time you are interested in.

In case the previous dates and times do not apply, please reply to this e-mail message as soon as possible with a date and time that is convenient for you and we will try to arrange a technician in the closest time slot possible.

Please be aware of the following:

1. There must be a person 18 years of age or older present at the time of the visit in order for the technician to enter the residence.

2. The technician should call approximately 45 minutes prior to the appointment for confirmation purposes.

3. Please remember that all equipment must be in an accessible location and pets should be kept at a distance from the technician.

4. If the problem is originated by Comcast, there will be no charge or additional fee for the visit.

5. If the problem result to be in your end you will be charged with a fee for the visit.

Please provide the information requested above at your earliest convenience to have this request fulfilled as soon as possible.

...

You would think that this is just cut/paste stuff, but read #5, that's so ungrammatical as to make me think some guy just typed it out ... or worse, maybe that is the Comcast standard disclaimer and it's just poorly written ... at least he didn't use the word "literally" ...
"Who would have thought a good little girl like you could destroy my beautiful wickedness!"
rdw4potus
rdw4potus
Joined: Mar 11, 2010
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October 28th, 2011 at 1:03:28 PM permalink
Quote: DorothyGale



5. If the problem result to literally be in your end you will be charged with a fee for the visit.



You're right. That's much worse. Colorectal treatments by Comcast...is that covered by Obamacare?
"So as the clock ticked and the day passed, opportunity met preparation, and luck happened." - Maurice Clarett
tsmith
tsmith
Joined: Jan 15, 2010
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October 28th, 2011 at 1:07:31 PM permalink
Are you a Comcast customer whose service is being affected by these lines in the trees? If not, I say just say the hell with the whole thing and let the cable company figure it out when one of their customers calls and screams at them because they can't watch TV.

I live in Alabama, near where all those tornados came thru in April. Our cable company spent days stringing new wires on all the poles and believe it or not, I have some of their cables hanging in the trees behind my house too, but I don't use cable so I don't care. I never bothered to tell them about it because apparently these are old wires that have since been replaced. Next time something happens that they have to do repair work, they might -- might -- pull these wires out and take them away, but until then, as long as they're not live high-voltage wires they don't bother me.
DorothyGale
DorothyGale
Joined: Nov 23, 2009
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  • Posts: 639
October 28th, 2011 at 1:18:54 PM permalink
Quote: tsmith

Are you a Comcast customer whose service is being affected by these lines in the trees? If not, I say just say the hell with the whole thing and let the cable company figure it out when one of their customers calls and screams at them because they can't watch TV.

Obviously, I am bored and am finding great humor in this exercise ... you just have to look outside here to realize that, aside from staring at dirt, there's not much to do around here ...

--Ms. D.
"Who would have thought a good little girl like you could destroy my beautiful wickedness!"

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