analyst Winbird has entered room
Winbird: Hello Roger, Thank you for contacting Comcast Live Chat Support. My name is Winbird. Please give me one moment to review your information.
Roger: My Issue: Just confused at my billing — evidently everyone else is paying less than I am in the area and I wanted to know why
Winbird: As your analyst, I am here to provide you with excellent customer service. Please be assured I will do my best to help you with your concern. I hope your day is doing just fine.
Roger: it’s a good day
Roger: but I wanted to know why everyone else is getting HBO, high speed internet from comcast and paying 40% less than I am
Winbird: Oh! We apologize but we can’t also explain why other customers in your area is paying less than what you have because we also need to consider what services they have, roger
Roger: I have a very old comcast box upstairs (dosn’t do HD) , a cable modem from comcast and a DVR machine
Roger: I have 2 TV’s in the house
Winbird: That we can find out if we can check their account and compare it with yours
Roger: I need high speed internet, and my fiancee needs the DVR and Bravo
Winbird: And unfortunately, we can discuss what is in their account for security reasons
Winbird: Let me check that on the account first.
Winbird: For security purposes, may I please have the last 4 digits of your Social Security Number?
Roger: XXXXXX (the only part of this that I edited)
Winbird: Thank you.
Winbird: Please give me 2-3 minutes to pull up your account information. Would that be alright with you?
Winbird: Thank you.
Roger: the performance package for example is 24/month
Roger: i’m evidently paying much more than that 48.95
Winbird: You can downgrade your service to have a lower rate, Roger
Roger: hold 1 second
Winbird: sure thing
Roger: ok it’s advertised as 24/month for the same thing I am paying 48 a month for
Winbird: Can you please post all details about that offer you are referring to, Roger? Please include the “Details and Restrictions”
Roger: Performance Get download speeds up to 20 Mbps and upload speeds up to 4 Mbps with PowerBoost®! Share photos, book travel, watch online videos – at super fast speeds. Constant Guard® – The most comprehensive online protection of any major Internet provider at home and now on your mobile devices. XFINITY Connect with 7 e-mail accounts, each with 10GB of storage. Backed by the 30-Day Money-Back Comcast Customer Guarantee. This special price is for customers who currently subscribe to XFINITY Digital TV or XFINITY Voice® service. Minimum System Requirements Details and Restrictions Learn More Special Offer! $24.99 per month for the first 6 months
Roger: that’s about the speed I am getting here, but it’s 24.99 a month, i’m paying much more than that
Winbird: Can you click on the “Details and Restrictions”
Winbird: Then post here what is in there?
Winbird: Sorry, I can’t open the link from here
Roger: Offer ends 3/21/13, and is limited to new XFINITY Internet residential customers. Not all services and features available in all areas. Offer limited to Performance Internet service to a single outlet and requires subscription to either XFINITY Digital TV or Voice service at regular rates. After first 6 months, monthly service charge goes to $39.99 for months
Roger: so everyone is paying either 24 or 39.99 … yet I am paying for the Performance internet $48.95
Winbird: “and is limited to new XFINITY Internet residential customers” <--- this means that the offer is only for New customers, Roger. Those customers who are about to order a Comcast account yet
Winbird: If your neighbor has this offer, it means that they are a New Comcast customer.
Roger: that's fine, but that means that their price will max out at 30% lower than mine for the next 2000 years?
Winbird: Yes, after this promotion expires, the rate will go back to its standard retail rate just as what you have
Roger: should I cancel and sign back up?
Roger: you see my problem with this... just because I have been a loyal customer for years shouldn't mean I get punished for it
Winbird: You can cancel but still you can't have the said offer, because you will wait for 3 months to be considered a new customer in the same address
Roger: this is so messed up. Because I have been a loyal customer I get punished
Winbird: There is nothing messed up in the account.
Roger: it's fine
Winbird: Everything is as it should be
Roger: “as it should” be would imply that existing customers don’t get punished.. that isn’t the case… however it appears that the problem is more widespread than what I suspected.
Roger: thank you for your time
Winbird: You are very welcome.
Winbird: It has been my pleasure to have assisted you and I appreciate your time chatting with me today.
Winbird: Thank you for giving me an opportunity to resolve this.
Winbird: If you need further assistance you can always chat back with us. We are always here to assist 24/7.
Winbird: Roger, thank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer guarantee