Just the other day, I received a bill from my favorite utilities company (*scoff*), Comcast. I had to ask some questions about the bill that I had received. Comcast has decided to take the road less travelled and closes their call centers on Sunday. Luckily for me, I was able to chat with a Comcast representative. Below is the transcript of the chat session. Take note that this entire session lasted for 47 minutes. Yes, check the log...

Transcript:

user Noah_ has entered room

Noah(Sun Jan 13 2008 11:15:30 GMT-0800 (PST))>

There is a CDV charge of $20 on my bill and a Comcast Cable Television Voice Equipment charge of $3.38 as well that I would like to discuss.

analyst Feliciana has entered room

Feliciana(Sun Jan 13 2008 11:21:58 GMT-0800 (PST))>

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

Feliciana(Sun Jan 13 2008 11:22:06 GMT-0800 (PST))>

Yes, I am glad to help you now.

Noah_(Sun Jan 13 2008 08:22:26 GMT-0800 (PST))>

Hi

Feliciana (Sun Jan 13 2008 11:22:36 GMT-0800 (PST))>

Can I have your account number, please.

Noah_(Sun Jan 13 2008 08:22:44 GMT-0800 (PST)) >

I have a question about the CDV installation charge of $20 that is on my current bill

Noah_(Sun Jan 13 2008 08:22:46 GMT-0800 (PST)) >

sure

Noah_(Sun Jan 13 2008 08:23:05 GMT-0800 (PST))>

*account number blanked*

Feliciana(Sun Jan 13 2008 11:23:33 GMT-0800 (PST))>

Thank you. Can I have a moment to verify your account # ?

Noah_(Sun Jan 13 2008 08:23:44 GMT-0800 (PST))>

sure

Feliciana (Sun Jan 13 2008 11:23:58 GMT-0800 (PST))>

Thank you.

Noah_ (Sun Jan 13 2008 08:25:03 GMT-0800 (PST))>

I have three questions on my current bill

Feliciana(Sun Jan 13 2008 11:25:10 GMT-0800 (PST)) >

Yes.

Noah_(Sun Jan 13 2008 08:25:39 GMT-0800 (PST))>

The first is about the Comcast Bundled Services charge of $140.50

Noah_(Sun Jan 13 2008 08:25:53 GMT-0800 (PST))>

Is this for the month of Dec and Jan?

Feliciana(Sun Jan 13 2008 11:26:13 GMT-0800 (PST))>

One moment for that, please

Feliciana(Sun Jan 13 2008 11:30:32 GMT-0800 (PST))>

Noah, may I know the cycle period of that bill you wanted to verify?

Noah_(Sun Jan 13 2008 08:31:59 GMT-0800 (PST))>

I figured that one out while I was waiting for your reply. Sorry. It is charges for the months of Dec from 12/12 - 1/15 and charges for Jan from 1/16 - 2/15.

Feliciana(Sun Jan 13 2008 11:34:05 GMT-0800 (PST))>

Thank you. Are you viewing your bill online? I am trying to look for the figures you have mentioned from our system.

Noah_(Sun Jan 13 2008 08:34:41 GMT-0800 (PST))>

No. I am looking at a paper bill that I received in the mail yesterday.

Feliciana(Sun Jan 13 2008 11:34:52 GMT-0800 (PST))>

One moment, please.

8 MINUTES LATER...

Feliciana(Sun Jan 13 2008 11:42:38 GMT-0800 (PST))>

Thank you for waiting, Noah. Your $20 CDV installation charge is a one time when you added CDV to your internet. Actually, your monthly charge for the 2 bundles that you have upgraded is only $66 + $3 equipment rental.

Noah_(Sun Jan 13 2008 08:43:52 GMT-0800 (PST))>

When we signed up for the digital voice, we were not told about a setup fee.

Feliciana(Sun Jan 13 2008 11:52:11 GMT-0800 (PST))>

Did you avail of any promo? I got the details of what you have $140.50 = $66 for Jan-Feb + $74.50 prorated Dec 12-Jan15 (3days more than your 30cycle). For the $3.38 = prorated Dec12-Jan15 equipment rental (also 3 days more than your cycle). You may not be told of the setup fee you mentioned, but looking at your bill, there is a prorated credit of $65.41 covering 12/12-1/15 performance credit on the upgrading to CDV.

Noah_(Sun Jan 13 2008 08:53:27 GMT-0800 (PST))>

Yes. I'm aware of all of that, but we were not told about the setup fee for the digital voice package.

Feliciana(Sun Jan 13 2008 11:55:01 GMT-0800 (PST))>

I believe this goes for the technicians fee, since it is a promotion on your upgrading to CDV. Is there anything else I can help you today?

Noah_(Sun Jan 13 2008 08:56:40 GMT-0800 (PST))>

Next time that a customer upgrades to a package from Comcast, they should be told that there is going to be a setup fee for the installation. We were not told about that. If I had been told about this setup fee, I would be willing to pay it. Since, I wasn't informed of the setup fee, I would like it removed from my bill.

Feliciana(Sun Jan 13 2008 12:00:08 GMT-0800 (PST))>

As to that one time charge of $20, you can call 1-800-COMCAST for that. Thank you for understanding on the details of the charges. And thank you for keeping us informed of your concern the installation fee. Is there any clarification that you want as of the moment?

Noah_(Sun Jan 13 2008 09:00:52 GMT-0800 (PST))>

hahahaha....after 45 minutes of chatting with you, you're telling me to call someone?

Feliciana(Sun Jan 13 2008 12:01:31 GMT-0800 (PST))>

Yes, Noah. Because I cannot do credit here in chat.

Noah_(Sun Jan 13 2008 09:01:49 GMT-0800 (PST))>

Thanks for your time.

Feliciana(Sun Jan 13 2008 12:01:53 GMT-0800 (PST))>

You are welcome. Thank you for helping Comcast continue to improve our customer service to a 100% satisfaction. Have a great day!

Feliciana(Sun Jan 13 2008 12:02:49 GMT-0800 (PST))>

Analyst has closed chat and left the room

analyst Feliciana has left room

End Transcript

Needless to say the only questions that I got answered were by myself.