- The customer was promised a free upgrade to Extreme 105 internet speed for one year but it was never added to his account.
- He contacted support multiple times by phone and chat to try to get the promotion added but was told each time it was not available or he was not eligible.
- However, the customer's friend was able to get the same promotion for free through a sales chat representative, so the customer is insisting the representative add it to his account as well.
- After reviewing the account, the representative was unable to add the Extreme 105 speed for free as promised due to the customer's current package and account not being eligible.
- The customer was promised a free upgrade to Extreme 105 internet speed for one year but it was never added to his account.
- He contacted support multiple times by phone and chat to try to get the promotion added but was told each time it was not available or he was not eligible.
- However, the customer's friend was able to get the same promotion for free through a sales chat representative, so the customer is insisting the representative add it to his account as well.
- After reviewing the account, the representative was unable to add the Extreme 105 speed for free as promised due to the customer's current package and account not being eligible.
- The customer was promised a free upgrade to Extreme 105 internet speed for one year but it was never added to his account.
- He contacted support multiple times by phone and chat to try to get the promotion added but was told each time it was not available or he was not eligible.
- However, the customer's friend was able to get the same promotion for free through a sales chat representative, so the customer is insisting the representative add it to his account as well.
- After reviewing the account, the representative was unable to add the Extreme 105 speed for free as promised due to the customer's current package and account not being eligible.
Zeny > Hello JIM _, Thank you for contacting Comcast Live Chat Support. My name is Zeny. Please give me one moment to review your information. Zeny > My pleasure to have you on this chat, ! How may I help you today? Hope you're doing fine. JIM _ > Hello Zeny :) Zeny > Hello Jim, maybe I can help before transferring you. JIM _ > You sure? JIM _ > I w as promised Extreme 105 Free for an Year. Zeny > Then, w hat happened? Zeny > Then, w hat happened? Zeny > Did you get Extreme 105? JIM _ > No JIM _ > they w on't add it to my account :) JIM _ > Can you please add the rate codes or something please? Zeny > I'll check your account first. Zeny > I w ould like to ask you a few questions to get started. Would that be okay? JIM _ > ok JIM _ > I know someone else w ho just w as offered Extreme 105 for free for an year also. JIM _ > The Last four of the SSN is 4553 Zeny > Thank you very much for the information. I really appreciate it. Please stay on the line as I pull up your account. Zeny > Please give me 3-4 minutes to check your account. JIM _ > Ok Zeny > Thank you. Zeny > Jim? Zeny > May I know w ho promised you for this promotion? Was it on chat or call? JIM _ > Chat JIM _ > and I have proof of my friend getting this also w ith the same plan I have. Zeny > Do you have the chat ID? JIM _ > Can I put pictures in here? Zeny > I apologize but w e cannot view it. JIM _ > No but the Person w ho gave it to him w as Samrat Zeny > Since I have checked the available promotional services here on my end, and there's no Extreme 105 for free, this is the time I w ill transfer you to our partner Sales department, It might be they have option there on their end. Zeny > Do you have any billing concerns before I transfer you to them? JIM _ > Wait JIM _ > The Sales department doesn't have this either. JIM _ > But my friend w as offered it? Zeny > May I know w hat services your friend w as? JIM _ > Just Blast! only JIM _ > for $30 a month Zeny > Some of the upgrades w ere based on the services customer is subscribing, as w ell as there are eligibility in taking this promotion, like w hat modem the customer has. JIM _ > he has his ow n modem Zeny > I have check Jim, you w ill get this promotion if you have Docsis 3.0 type of modem, then your internet w ill be automatically upgrade, and no need to make changes on the account. JIM _ > I do have an Docsis 3.0 Modem JIM _ > Zeny please don't lie to me. JIM _ > I hate being lied to! Zeny > I apologize but I am not lying Jim. I have encountered this situation before also. the customer w ant to get extreme 105. But she w as not eligible because of market exceptions. JIM _ > Well I w asn't upgraded like you said. JIM _ > So please upgrade me JIM _ > The Sales department w on't do it so transferring me to them w on't do or help me at all./ Zeny > I can't Jim. There's no promotion here on my end for free Extreme 105 upgrade. JIM _ > So he gets the offer but I don't? JIM _ > COOL!! JIM _ > Hello? Zeny > I'm souble checking the promotional packages for you to get the Extreme 105 Jim, I really w anted to help. JIM _ > Ok JIM _ > Thank's You Please Zeny JIM _ > If I have to pay an extra $10 an month I don't mind but I w as promised it as free. https://www.comcastsupport.com/ChatEntry/Protected.aspx?AccountBilling.GeneralBillingQuestions| chat 1/3 7/24/2014 XFINITY Chat Zeny > Jim may I know if you have recieve a letter that you w ill get this promotion? JIM _ > that doesn't mean anything. Zeny > It w as said that if you had recieved a letter you w ill contact the number on the letter you have recieved to get the promotion. Zeny > Here's the it w as. Zeny > Comcast is notifying current customers w ho are paying the $10.00 per month bolt-on for Blast! that they are eligible to receive Extreme 105 at no additional cost. Current Performance customers w ho pay an additional $10.00 per month for Blast! now have an option to upgrade their service to Extreme 105 for the same monthly rate. The customer can exchange the $10.00 Blast! bolt-on for a $10.00 Extreme 105 bolt-on. If the customer w ould like to take advantage of the offer, refer them to the telephone number in the letter that they received. JIM _ > I have contact that number JIM _ > and they keep lying to me by saying they upgraded me but they never have. JIM _ > So I Promised my self I w on't call that number again after calling it 7 times. Zeny > Oh, but it w as the instruction. I really apologize there's no Extreme 105 free here on the available promotions here on my end. JIM _ > WOW JIM _ > Who can do it then? JIM _ > If the damn number w on't or can't do it. JIM _ > But my friend never got the mail or email and he got it from the chat for free. Zeny > You can contact our customer sulotion department 1-800-934-6489 (XFINITY) Zeny > I do apologize if I w asn’t able to get you w hat you w ant, I have checked on all possible options for you. Zeny > Hello Jim? JIM _ > Hello Zeny JIM _ > that isn't the Customer Solution Department. JIM _ > I call that number and tells me if I have problems w ith my internet to Press 1 or Problems w ith Telephone to Press 2... Zeny > That w as our CUstomer Solution Department, you w ill be redicted to the correct department. Zeny > Jim? Zeny > Please let me know that w e are still connected. Thank you. JIM _ > Yes. JIM _ > How can I be connected to them? JIM _ > Can I be transferred to Sales on here maybe they have information on this. Zeny > Yes sure Jim. Zeny > Please stay on line w hile I transfer you. JIM _ > Thank's you Zeny :D Zeny > You are most w elcome. Zeny > Please w ait, w hile the problem is escalated to another analyst Anshu > Glad to have you on chat, I w ill be assisting you w ith your concern for today. Please give me 2-3 minutes to review your conversation w ith the previous representative. This w ill give me a better understanding of the issue at hand so that w e can resolve it in the most efficient w ay possible. Will that be okay? JIM _ > Hello Anshu JIM _ > it's not a problem but I can tell you the problem. Anshu > Jim, you do not need to w orry about it, I w ill check the conversation for your help. JIM _ > I w as promised a free Upgrade to Extreme 105 for a year. Anshu > I'm sorry for the inconvenience. What I’ll do is, I’ll quickly pull up your account and find out w hat I can do to resolve this for you. JIM _ > Thank's! JIM _ > my friend just got the same-thing and the sales department chat w as able to add it for free. Anshu > Jim, I totally agree w ith you, how ever, package and promotions are totally depend on market to market. According to the market package, promotions and prices can be changed. JIM _ > Ok I guess. Anshu > Would you mind w aiting for a couple of minutes w hile I research that for you? JIM _ > If you can even add it for $10 more a month that's fine w ith me! JIM _ > I w as told if they can't add it for free as sometimes it happens they can add it for a mere $10 extra w hich is fine by me but I like the free option better. Anshu > Thank you for patiently w aiting. Anshu > Thank you for providing all the details. Anshu > Jim, I have tried to add special add-on for Extream so that you can use Extream speed but system is not allow ing me to add since your account and package is not eligible for this speed w ith your current package. If you w ill upgrade your package to Triple Play package then you w ill get Extream 105 speed w ith that package. Would you consider Triple Play package? JIM _ > No thank's please check all the options please :) JIM _ > I have pictures of his chat that show s the Rep w ho offered it to him for free. Anshu > Jim, I certainly understand your situation at this time and really w ant to help you out in this regard but my hands are tight that's w hy I could not add that for you even I have tried to add it. Anshu > For more options to upgrade your data usage allow ance, you may contact our Customer Solutions Department at #1-800-934- 6489. They have access to more offers/discounts you can avail of and full authority to change your services to help manage your bill. They are available from Mondays to Saturdays at 8am-6pm. Will this w ork for you? JIM _ > data usage allow ance?
7/24/2014 XFINITY Chat Anshu > Mean data speed. JIM _ > no it doesn't JIM _ > it's mean the data cap that comcast has in some area's Anshu > Customer Solutions Department is our higher department and they can verify previous chat as w ell and since they are from higher team they may offer you any exceptional package or deal for your better help and satisfaction. JIM _ > I have call them JIM _ > and they said sorry that someone lied to you and offered you a package Comcast doesn't seem to offer even tho I know someone w ho has it for free! and I have proof too. But they don't give a damn about me. Anshu > Jim, I understand that but data cap is exists w ith all the areas. JIM _ > No it not Anshu JIM _ > Please don't provide me w ith false information JIM _ > On my Comcast.com Page it show s this "Note: Enforcement of the 250GB data consumption threshold is currently suspended." Anshu > Jim, I certainly understand that you are w ell equipped w ith the information but I w ould like to inform you that all the packages have data cap. JIM _ > I haven't had a data cap since 2012 Anshu Anshu > If you w ish to discuss your case w ith our Internt Technical Team, I can transfer you to them. Do you w ant me to transfer the chat to Technical team for detailed confirmation? JIM _ > What Case? JIM _ > Comcast hasn't offered Data Caps since 2012 in IL JIM _ > In Some States YES Comcast has Data Caps but not here and some states don't have it either. Anshu > Jim, If you w ish I can transfer you to Technical Team so that you can verify the data cap. Anshu > This is the best I can do for you. JIM _ > I don't need to verify it JIM _ > IF I know some comcast doesn't offer it JIM _ > If they offer a data cap then they lied to me for the past 2 years JIM _ > But your the only one w ho has ever told me they offered a data cap JIM _ > outta an 100 people. Anshu > Jim, I certainly understand your situation at this time and really w ant to help you out w ith this and that's w hy I asking to transfer you to them so that you can get correct information about data caps. JIM _ > What? JIM _ > your the one w ith the w rong information JIM _ > I'm sorry you w ere Lied to Anshu do you w ant the correct information on Comcast Data Caps?