Re: Michigan Tech 2014-2015
JENELYN > Hi Ryan I am unable to locate and see if what channel occurs on 206, if this will be fine to give you the answer with 206 I am in need to transfer you to cable team, they are the one who has access on channels?
RYAN_ > You can look it up on the internet. I takes 30 seconds. You just put in the zip code of the location (80022) and it shows your channel line up. Why is this so hard. I've spent 44 minutes trying to resolve this stupid problem!!!!!
RYAN_ > You work for comcast and you don't know what channels I have???????
JENELYN > Yes I am and the only channels I see here is not with numbers Ryan it shows by names. And NBcns is not included.
RYAN_ > First of all it is NBCSN, and yes..... it is included. It is channel 206 on the Digital Starter package which is what you have been billing me for... for two years now!
RYAN_ > Just transfer me now to someone else because you clearly have no idea what you are doing.
JENELYN > I understand Ryan but if ti includes with channels we don't have access on it, alright please hold on
JENELYN > Please wait, while the problem is escalated to another analyst
RYAN_ > My Issue: Why am I not able to watch NBCSN online? This is part of my cable package.
Erwin > It's a pleasure to have you on chat. I hope you're doing well today!
RYAN_ > Hi, well I'm on to person #4 on this chat.... great customer service once again Xfinity...
RYAN_ > Wow same boilerplate opening line as the other three good start.
Erwin > That's not good to know that you cannot watch NBCSN online.
RYAN_ > What cable channel package is on my account and what is channel # 206 on my channel package?
RYAN_ > I'll give you a hint. It is NBCSN.
Erwin > I am on it Ryan.
Erwin > Please allow me 2-3 minutes to pull up your account so that I can give you the correct information.
RYAN_ > That would be swell. I've already been waiting 50+ minutes, what's a few more minutes...
Erwin > Thank you.
Erwin > While waiting, let me share this link to you
http://www.comcast.net/benefits/ , with this you can actually explore on what you can get from Comcast. Moreover, if you like to know more about comcast products and features, please feel free to visit this site:
http://www.comcast.com/localization...E-82F1-9D3BB822FF49&lid=4ShopBundles&lpos=Nav
RYAN_ > You're sending me to an infomercial about all the great services Comcast offers? How about just fix the ones I'm already paying for every month before you try to get me to spend more money each month?
Erwin > Thank you for patiently waiting.
Erwin > Ryan, as I have checked on your account.
Erwin > NBC SN is on channel 689
RYAN_ > For those that will be reading this transcript later, it has now been more than 55 minutes for Comcast employees to try and determine which channels are part of my cable TV package...
Erwin > Ryan, please check if your can view channel 689.
RYAN_ > Um no it isn't. There isn't even a channel 689 in my neighborhood.
RYAN_ > Not even in digital preferred...
RYAN_ > By the way, I'm not at home or I wouldn't be trying to WATCH NBCSN ONLINE... Which is why this chat started in the first place. What city channel line up are you looking at?
Erwin > How about channel 73
RYAN_ > There are no channels between 70 (MSNBC) and 80 (Shopping).
RYAN_ > Do you know what city I live in?
Erwin > [ADDRESS] This is the address that I am checking Ryan.
RYAN_ > Hello?
Erwin > Ryan, may I ask if you can watch this channel on your TV?
RYAN_ > YES, I WATCH NBCSN EVERY WEEK ON MY TV. I HAVE BEEN DOING SO FOR OVER TWO YEARS!
RYAN_ > IT IS CHANNEL 206.
Erwin > Ryan, may I ask if you try watching NBCSN online before?
RYAN_ > Yes I have watched it online before. Tell you what since we are getting nowhere and I have already wasted more than 60 minutes of my time, how about you apply a $60 credit to my bill (one $ for each minute I've wasted) and I'll just end the chat because clearly, no one at Comcast seems to be able to solve this simple problem.
RYAN_ > Not to mention the show I wanted to watch ended more than 30 minutes ago...
Erwin > Ryan, I cant process a credit to your account for $60. I can only process a $20 credit maximum.
RYAN_ > How about three credits of $20 each?
Erwin > Ryan, that is all I can give.
RYAN_ > Sure that would be great. Clearly Comcast really values my time and continued business.
Erwin > Ryan, I would like to set proper expectations that this will reflect on your next bill.
Erwin > I will now process the credit to your account.
RYAN_ > Proper expectations? How about being able to watch all the channels I am paying for... That seems like a reasonable expectation, right?
Erwin > I understand Ryan.
RYAN_ > Before we end the chat, can you at least give me a nice canned sign-off about how important my business is to Comcast and that I am a valued customer? That would make me feel a lot better.
Erwin > Ryan, I have successfully process the credit for $20 on your account for your inconvenience.
Erwin > Is there anything else I can help you with today?
RYAN_ > No, I can't think of anything else that Comcast can help me with at this time. Nothing at all...
Erwin > Thank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at
http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer guarantee
Erwin > It was a pleasure assisting and chatting with you today! Have a great day and thank you for choosing Comcast. If you have any further questions, please do not hesitate to give us a call at 1-877-870-4310 or visit us at
www.comcast.net for technical support. We appreciate your business!
I really dislike having to talk to NMU grads...
Ryan J