Monday, February 23, 2009

Maybe I will move to the Philippines...

I had to contact Comcast today to have STARZ removed (one of those 6-months-for-free-then-surprise!-$17-a-month-deals.)

I HATE dealing with this kind of stuff (customer service in general) - ESPECIALLY on the phone! I'm glad that many sites are adding on-line chat functionality - I think it is way more efficient and doesn't annoy me NEARLY as much. In fact, I actually kinda enjoyed my chat today:

Aerole.38809 > Hello Amy_, Thank you for contacting Comcast Live Chat Support.
My name is Aerole.38809. Please give me one moment to review your information.

Amy_ > Hello. I want to remove STARZ.
I think I had it free for 6 months - I've never watched it

Aerole.38809 > Hi Amy. How are you doing today?

Amy_ > I'm doing well. How are you?

Aerole.38809 > I am doing fine. Thank you for asking.

Amy_ > Where are you located? (I'm just curious)

Aerole.38809 > I will be more than happy to assist you with your concern for today.

Amy_ > Thanks

Aerole.38809 > We are located in the Philippines.

Amy_ > Oh - I bet the weather is much nicer there than here. Very cold - lots of snow.

Aerole.38809 > It is really hot nowadays as summer is getting close.
Aerole.38809 > Let me just go ahead and pull up your account.

Amy_ > No summer here for at least 3 months! You are about 7804 miles (12559 km) from where I am.
I like the Internet!

Aerole.38809 > Thank you for being patient. I was able to pull up account now. So Starz is the channel that you want to remove right?

Amy_ > Yes - I think it's a package of channels - $16.99 per month

Aerole.38809 > That is correct.
Aerole.38809 > Alright Amy. I already removed Starz from your account.

Amy_ > thank you!

Aerole.38809 > You are welcome.
Aerole.38809 > It is important for me to know if you are still online. Did you receive my last message?

Amy_ > yes, I did - I'm here!

Aerole.38809 > Great.

Amy_ > Great - thank you for your help today. Enjoy your warm weather!

Aerole.38809 > Is there anything else that I can assist you with today?


Amy_ > No - that's all

Aerole.38809 > I will appreciate your feedback about the service you experienced with me today.
It is our priority to provide you the best customer service. Kindly answer the survey at the end of this chat so we will know how we can improve our service.
I hope that I have been helpful in resolving your concern today.

Amy_ > Ok. You were very helpful - I appreciate your help.

For whatever reason, my little chat with Aerole made me happy - especially b/c I'm not going to be billed for channels I don't watch.

1 comment:

Sandy said...

I'm thinking this live chat with customer service sounds like a plan. It's much better than listening to that annoying music they play while you're on hold and waiting for them. Love it.