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Comcast Tech Support vs Linux user

February 17, 2010

It appears that Comcast has no idea how to handle someone with an IQ over 30. This individual just wants setup fancast to watch hbo programming on his computer. Clearly Comcastic doesn’t know how to handle such a complicated question and the madness begins.

The below is a cut and paste of the IM discussion with Comcast this individual has.

——————

CustomerX > Trying to access HBO content on Fancast.com and it’s telling me I don’t subscribe to HBO.

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

Ronnel > Hi CustomerX. I am glad to have you on chat. How are you today?

CustomerX_ > Good

Ronnel > I am glad to hear that.

Ronnel > I understand that you cannot access HBO on Fancast correct? Thank you for taking the time to contact us for this issue. I can certainly help you with this concern today to the best of my ability.

CustomerX_ > ok

Ronnel > May I know if you have signed in to Fancast using your comcast email and password?

CustomerX_ > yes

Ronnel > Do you have HBO on your cable service?

CustomerX_ > yes, yes i do.

Ronnel > Okay I will have to check on the subscription on your account. May I have your account number please?

CustomerX_ > i don’t have my account number on me. should i look it up?

Ronnel > Its okay. May I have the name and the address on the account please?

CustomerX_ > i have the number here

Ronnel > Yes may I have it please.

CustomerX_ > XXXXXXXXXXXXXXX

Ronnel > Thank you very much. Please give me a few moments while I pull up your account.

Ronnel > Yes I do indeed see here that you have HBO subscription on your cable service. I have verified it on your account. Since this is an issue on Fancast. I will need to transfer you now to the Department that can help you solve this issue.

CustomerX_ > hey, can you guys just fix it and email me? or do i have to waste all night on this?

CustomerX_ > i mean, it’s not really MY fault

CustomerX_ > is it now?

Ronnel > Please wait, while the problem is escalated to another analyst

Butch > hhi

Butch > How’s it going!Il be more than delighted to assist you with your concern.

CustomerX_ > Hi Butch!

Butch > Hey there!hows it going?

CustomerX_ > Great, I just want to watch HBO shows on Fancast by signing in with my super comcast login!!!

CustomerX_ > but it won;t let me

CustomerX_ > and ronnel wasn’t helpful

CustomerX_ > can you fix it or is it all like fail

CustomerX_ > ??

Butch > sure!

CustomerX_ > yippee!!!!

CustomerX_ > w00t!

Butch > may i please have your comcast email addresS?

CustomerX_ > [email protected]

CustomerX_ > yep thats it

CustomerX_ > is it fixed yet?

CustomerX_ > still won’t let me login

Butch > Im sorry but we need your comcast.net email account

CustomerX_ > and i’ve been here 30 minutes

Butch > Let me go ahead and check it for you

CustomerX_ > that’s what i’m registered with. if it’s good enough to take my money, it’s good enough to log in with. i don’t use the crappy comcast email.

Butch > You need to use the comcast.net email so you will be distinguished as having with account with comcast and that you will have more features in Fancast such as watching HBO

CustomerX_ > wait, i use this email address to login to comcast to manage my account and make payments. nowhere does it say i have to use your crap email

CustomerX_ > so i can has fancast now?

Butch > to pay your bill online, you also need to have your comcast.net account email

CustomerX_ > nope

CustomerX_ > wrong butchy

CustomerX_ > thats wrong

Butch > Do you currently have internet service from us?

CustomerX_ > i pay like this

CustomerX_ > yes

CustomerX_ > using it now

CustomerX_ > i have never ever had to use comcast.net email addy

CustomerX_ > in fact, i’m logged into comcast now with the yahoo addy

Butch > I understand…please do use it CustomerX…just for the mere reason of accessing HBO on fancast…

CustomerX_ > but then i have to set it up and use it, which i do not want to do and should not have to do. that’s not the nature of the comcast login system at all, so what do we have to do other than you showing me the specific policy that compels me to use your craptastic email????

Butch > No need…il have it done for you

CustomerX_ > woah spooky

CustomerX_ > neways, i can has fancast now?

Butch > Please give me some time to go through with all the p[rocess for your convenience

CustomerX_ > oh so convenient!

Butch > CustomerX, can you please grab a pen paper?

CustomerX_ > sure can butch! got them handy in my hand

Butch > Have you downloaded comcast access?

CustomerX_ > wtf is that?

Butch > Username:xxxxxxxx Randomly Generated Password:xxxxxxx

Butch > That is the software that you will need to use to view fancast.

Butch > You wont have an ordinary Fnacast once you have downloaded it

CustomerX_ > wait i need software to use a web based streaming video site just because i want to watch hbo?

CustomerX_ > oh will i have super duper fancast?

CustomerX_ > or like hulu desktop?

CustomerX_ > or like…

Butch > Well something like that CustomerX

Butch > You will be able to view more movies and HBO

CustomerX_ > ok, so does that work on mac and linux too?

Butch > We apparebntly handle windows OS

CustomerX_ > only windows os?

CustomerX_ > so that’s limiting

CustomerX_ > what os versions?

CustomerX_ > like windows 3.1?

CustomerX_ > 95?

CustomerX_ > 98?

CustomerX_ > ME?

CustomerX_ > 2000?

CustomerX_ > xp…

Butch > 98 and newer

CustomerX_ > vista?

Butch > Thank you!

CustomerX_ > ahhhh

CustomerX_ > so you support 98 but no ubuntu or osx?

CustomerX_ > neways butch

CustomerX_ > thanks millions

CustomerX_ > so i download access and i has fancast?

Butch > most welcome

CustomerX_ > i log in with that username and pass?

Butch > Let me give you the link to download comcast access. And please use your comcast email username account to regsiter

CustomerX_ > ok, can email me this transcript? like to my real email addy?

Butch > https://device.comcast.net/comcast-access/

CustomerX_ > my yahoo one?

Butch > No CustomerX, please use your comcast.net username(the one i have given you)

CustomerX_ > i know i hear what you puttin down butchy

CustomerX_ > but i want our conversation emailed to me

CustomerX_ > naaamean?

Butch > You may have this chat transcript printed or saved by hitting the END session Button. You will then have the option to print this out

CustomerX_ > ok, just wanted to lnot lose the instructions mr butch! thanks again and have a swell night

Butch > You need to first download comcast access and then manage your computer. You will first need to configure everything before you can have its full features

CustomerX_ > yeah, i’ll give it a whirl tomorrow

Butch > http://customer.comcast.com/Pages/FAQViewer.aspx?seoid=use-comcast-access-manage-computers

Butch > The link i just gave you will shoe you how to manage and use your comcast access

CustomerX_ > gotcha

CustomerX_ > sounds wonderfully restrictive! anyways, gotta run butch

——————

Written by TheFounder · Filed Under Advertising Agency News 


Comments

  • http://boycottnovell.com/2010/02/17/simplymepis-8-5-calculate/ Links 17/2/2010: Calculate Linux 10.2 Released, SimplyMEPIS 8.5 @ Beta 5 | Boycott Novell

    [...] Comcast Tech Support vs Linux user It appears that Comcast has no idea how to handle someone with an IQ over 30. This individual just wants setup fancast to watch hbo programming on his computer. Clearly Comcastic doesn’t know how to handle such a complicated question and the madness begins. [...]

  • rcbebkom

    I watched a program called the Israel of God on Saturday that is tranmitted by comcast to the internet for anyone to access on internet explorer , but, when I access it it comes on but freezes, skips every two or three seconds for about five to ten seconds so that I can not listen to it like I would like to, is there something that I can do to stop it from doing this? If I'm not the only one, others will stop trying to even listen. I would really appreciate it if at all you could possible help me solve this situation. thank you for your time

  • mike andreoli

    my tv comcast down… how come

  • http://profiles.yahoo.com/u/2ZJNVBSQJGXD26JLR3FUARYMMA Joseph

    It seems like Comcast was helpful and the customer was a wise-ass. The poor service reps are trying to walk this person through using fancast (and the service makes it very clear that you need to download software for certain movies, and that it only runs in Windows and Mac), and the customer is not exactly being helpful by interjecting things like “I don't use crap comcast e-mail” and such. He also used Lolcat grammar, “woot”ed, “wtf”ed… this guy needs to really lay off the Internet for a bit.

    If he was actually mature and serious, he might have made inquiries about whether the fancast software can run under WINE on Linux or through Virtualbox. Instead we get lines like “i know i hear what you puttin down butchy” and a mad rush to get a transcript that he could put up on the Internet. As a fellow Comcast and Linux user, I'd judge Comcast the winner here.

  • G_pace

    You just got the same run-around as I’ve gotten from Comcast.

    Seems to me there can only be one logical reason for it…
    They want you to use their software… And only on Windows machines… So they can monitor your web activities!

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