Friday, October 09, 2009

Comcastic? You be the judge!

The following exchange transpired via chat, which I turned to when my call to COMCAST was cut off after being on hold a minute or two:

Ann(Fri Oct 9 10:28:35 EDT 2009)>My spouse, Linda Small, is the name on our account number X. She passed away on 9/4/09, and I want to change the name on the account to mine. Thanks for your help, A
analyst Michel has entered room
Michel(Fri Oct 9 10:29:08 EDT 2009)>Hello Ann_, Thank you for contacting Comcast Live Chat Support. My name is Michel. Please give me one moment to review your information.
Michel(Fri Oct 9 10:29:09 EDT 2009)>hw.
Michel(Fri Oct 9 10:29:10 EDT 2009)>How are you today?
Ann_(Fri Oct 9 10:29:24 EDT 2009)>Okay, thanks.
Michel(Fri Oct 9 10:30:04 EDT 2009)>Okay, Ann. I see here that you want to change the name on the account X.
Michel(Fri Oct 9 10:30:06 EDT 2009)>I can definitely understand your issue. But do not worry, I would do my best to help you with that.
Michel(Fri Oct 9 10:30:08 EDT 2009)>I am now pulling up your account. This may take a couple of minutes.
Ann_(Fri Oct 9 10:30:22 EDT 2009)>Okay
Michel(Fri Oct 9 10:32:56 EDT 2009)>Okay, Linda. I am now documenting your request here in your account.
Michel(Fri Oct 9 10:32:57 EDT 2009)>Can you please give me a couple of minutes while I process this for you.
Michel(Fri Oct 9 10:33:07 EDT 2009)>Ann*
Ann_(Fri Oct 9 10:33:35 EDT 2009)>Sure--and yes, my name is Ann. 8-)
Michel(Fri Oct 9 10:33:48 EDT 2009)>Yes, I am very sorry about that, Ann.
Ann_(Fri Oct 9 10:34:07 EDT 2009)>It happens a lot, not to worry.
Michel(Fri Oct 9 10:35:54 EDT 2009)>Okay, Ann. I am done posting your request here in your account. However, to finalize this process you would need to go to our Local Office, so that we could further verify security and validate your request. This is to ensure that no unauthorized changes will be made in the account. Just bring any valid ID or any documents that will support your request. As for your order/request/concern, everything is on the right track and you can consider it resolved.
Ann_(Fri Oct 9 10:36:59 EDT 2009)>I need to go to an office? This is the first time a vendor has required this step!
Michel(Fri Oct 9 10:39:42 EDT 2009)>Yes, Ann. Because we could not verify information here online. The security of your account is our primary concern that is why you would need to go there to finalize the change of name. But no need to wory everything is on the right track and you can consider it resolved.
Ann_(Fri Oct 9 10:40:32 EDT 2009)>So, Linda's name will be on the bill until I go to an office. Would I need to go to an office to cancel the account, too?
Michel(Fri Oct 9 10:41:33 EDT 2009)>For cancellation no need to go to the local office, Ann. You can just call our Cancellation Department at 1-800-266-2278
Ann_(Fri Oct 9 10:43:35 EDT 2009)>Well, it might be easier to cancel the account than change the name on it--that's not a good business model, to put it mildly. I suggest your management consider letting people in my position send in a copy of the death certificate and spare us trips to offices for things that can be handled much more easily. I am seeing CPAs, financial planners and attorneys in the wake of my partner's death--now I need to go see Comcast? It's silly!
Michel(Fri Oct 9 10:45:55 EDT 2009)>Okay, Ann. I will provide you with a work around for you request.
Michel(Fri Oct 9 10:46:08 EDT 2009)>I am still finding another way to fix this for you./
Michel(Fri Oct 9 10:46:10 EDT 2009)>Can you please give me a couple of minutes while I process this for you.
Ann_(Fri Oct 9 10:46:30 EDT 2009)>Sure--I have a phone meeting at 11, however.
Michel(Fri Oct 9 10:49:03 EDT 2009)>Okay, Ann. This is the contact details for our Local office nearest in your area.
Michel(Fri Oct 9 10:49:05 EDT 2009)>Center Name: Northampton Address: 71 Bradford StNorthampton MA 01060 Phone Number: 800-266-2278 Hours: Mon-Wed 9:00am-5:00pm,Thur 10:00am-5:00pm,Fri 9:00am-5:00pm 24hr drop box available
Michel(Fri Oct 9 10:49:35 EDT 2009)>You can try to contact them to see if you can fax the documents at the local office.
Michel(Fri Oct 9 10:51:03 EDT 2009)>But this is not an assurance that the local office could process your request, Ann. Since local office policy varies per market.
Ann_(Fri Oct 9 10:53:03 EDT 2009)>Okay, need to go. One last thing: It took me two minutes on the phone to change the name on my Bay State Gas account. Really, really unnecessary, and I hope you pass this along. I understand you are limited by your management, however, and wish you well. Ann
Michel(Fri Oct 9 10:53:25 EDT 2009)>I sincerely apologize about this, Ann. I will note your feedback here in your account.
Michel(Fri Oct 9 10:54:10 EDT 2009)>Have I solved your issue today, Ann by posting your request here in your account and by providing your with another possible way to finalize your request?
Ann_(Fri Oct 9 10:55:24 EDT 2009)>Not really, but I realize it's the system, not you. Please pass this along so that the next widow who is just trying to avoid the heartache of seeing her spouse's name on a bill doesn't have to jump through hoops to make it stop.
Michel(Fri Oct 9 10:55:45 EDT 2009)>Yes, Ann. I will certainly do that for you.


Holly said...

Is Michael human, or an auto-bot? Sheesh!!! They can do better than this!

ComcastCares1 said...


I apologize for the frustrating experience. I will definitely share your valuable feedback to my regional contacts to have this addressed. In order for me to communicate this with the appropriate area, will you please let me know the phone number on the account?

I am also sorry to learn about your loss. I will assist in getting the name changed to your account. If you could please send us an email with your information, I will be more than happy to help.

Best regards,

Mark Casem
Comcast Corp.
National Customer Operations

PJ said...

You are far to kind....