Recently I bought a new house and had Comcast cable set up at the new place. They have probably the dumbest customer service process I’ve seen in ages. Here’s how it went.
Being someone who rises early, I was up at 5am, jumped online and started the sign up process. I filled out a few forms giving information such as new or existing subscriber, name, address, product choice, preferred installation dates and times, etc.
Once I had made my selections I was connected to a live chat with a customer service rep named Alfredo.
He seemed a nice enough fellow until he started irritating the crap out of me by asking me to give him information I had just entered into the form.
Here are snippets from the actual transcript of our chat:
Hello Laura Thank you for contacting Comcast Live Chat Support. My name is Alfredo.24534. Please give me one moment to review your information.
May I please ask if you you are a new subscriber? Or do you have an existing account with Comcast?
Laura: I already answered – new.
Can you please provide me with the address where you would like your Comcast service established?
Laura: I already answered (gave address).
I have made a new account for you and I will start processing your order now. Please bear with me for a little while as this may take a few minutes.
Laura, do you have your own modem?
Yes, I already answered that.
I am now putting the rate codes on your order and calculating tha amounts. Thank you for patiently waiting.
Your total due would be $ xxx.xx payable to COMCAST to be given to the technician during installation. This includes the monthly fee of $ xx.xx for the services and a one time install charge of $ 47.10. This can be in check or money oder form.
why is the install $47.10 when it said $29.99 online during the sign up process?
Okay, your new total due would be $xx.xx, $xx.xx fro the service and only $19.99 for install , alright? (note: interesting that the installation went from $47.10 to $19.99 in one minute)
I am now searching for the date and time to install your service. This will just take a minute more. Thank you for your patience.
This is the earliest appointment date available, August 16, 2008 , a Saturday from 8- 1 am, would that day work for you? (note: I specifically requested 8/29 and 8/30 as my install dates).
I mean from 8- 11 am.
I don't close on the house until 8/28 so I'd like you to come on 8/29 in the morning.
Okay, let me handles this.
Oh, I see.
Your install date would be on August 28 from 8 -1 am, is this fine with you?
no, it has to be august 29, 8-1pm
Ah, I see, alright then , August 29 from 8 am - 1 pm.
I felt like I was in the Twilight Zone. No wonder the cable industry has such a bad reputation!
Frankly, if there were any competition I would have left Alfredo and Comcast about one minute into the chat.
Which begs the question – what is the order process like at your company? Do you make it difficult to buy from you?
Are your customers abandoning your online buying process because it has too many steps?
Are your customer service reps attentive to details and do they really listen?
Are you sure?