Comcast “Basic Cable” vs. “Limited Basic Cable” – a chat transcript

CHAT ID: 63E43DAE-8F91-4471-8C9D-A06CAEC61B35

Problem: What are the monthly costs for Basic Cable vs. Limited Basic Cable?

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

Gagan > It’s a privilege to have you here on chat and I am looking forward to provide you excellent service!

Ellen_ > My Issue: What are the monthly costs for Basic Cable vs. Limited Basic Cable?

Gagan > You want to know the price for Basic Cable vs. Limited Basic Cable?

Ellen_ > Hi.

Ellen_ > Yep.

Gagan > Alright!

Gagan > As I am from internet troubleshooting department.

Gagan > Please stay connected while I transfer to the correct department for further support. Before I transfer you, would there be anything else that I can assist you with?

Ellen_ > Tell the website folks that they didn’t give an option for my question! Sorry to go to you, but there wasn’t an appropriate selection. Have a good day, Gagan!

Gagan > Please stay connected while I transfer to the correct department for further support.

Gagan > Please wait, while the problem is escalated to another analyst

Sama > You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?

Ellen_ > Thanks.

Sama > You are most welcome.

Sama > Based on your conversation with the previous representative I understood that you want to know the price of Basic cable and limited basic. Am I correct?

Ellen_ > Yes.

Sama > I will be more than happy to check the information for you, Ellen. You’ve certainly reached the right department! Please be assured I will do my best to help you with your concern.

Sama > Ellen, may I have your account number please?

Ellen_ > As I told the previous Analyst, Gagan, the website doesn’t give a link to Sales, so I ended up getting to you through Internet Troubleshooting!

Ellen_ > May I ask why you need my account number to tell me the package prices? Will they be different depending on where I live, for instance?

Sama > Correct Ellen, we need the account number to get the information and resolve your issue.

Ellen_ > Can you just give me ballpark package prices? Pretend I’m a new customer. 🙂

Sama > Sure.

Sama > Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?

Ellen_ > No problem. Thanks.

Sama > You are most welcome.

Sama > Based on the information you have provided, we have Limited basic at $25.90 per month.

Ellen_ > Cool, thanks. How about Basic Cable?

Sama > With this package you will get 10+ channels.

Ellen_ > Yes, the website page does tell me the features:

Ellen_ > http://customer.comcast.com/help-and-support/cable-tv/difference-between-limited-basic-and-expanded-basic-cable/

Sama > Ellen, Basic cable and Limited basic cable are the same package.

Sama > To view the channel lineup of this plan, please use this link: https://www.comcast.com/Customers/Clu/ChannelLineupPopup.ashx

Ellen_ > OK. What’s the cost for Expanded Basic Cable, then?

Sama > We have Digital Economy at $39.95 per month.

Sama > With this package you will get around 50 channels.

Ellen_ > There’s no Expanded Basic Cable any more?

Sama > Ellen, which specific channel would you like watch?

Ellen_ > SciFi. But that’s just me.

Sama > Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?

Ellen_ > Unfortunately, my time’s up. However, I have a message for whoever reads these chat messages:

Sama > No problem Ellen, you can chat back to us anytime.

Ellen_ > Dear Supervisor — Please let the reps answer questions directly and stop making them try to upsell me! All I wanted was to find out the difference between two cable packages, but what should have been a 3 minute conversation has taken 20 minutes of my time just so you can hit poor Sama over the head for not selling bigger packages!

Ellen_ > Thanks, Sama. I appreciate your help, and I can only imagine the frustration of having to use those canned lines. Have a good day, and tell your supervisors that customers know what they’re doing to us!

Sama > I understand your concern, Let me apologize.

Ellen_ > IT’S NOT YOUR FAULT, Sama. I blame Comcast for not letting you just talk to me directly.

Ellen_ > And they’re going to make you apologize, when they should be apologizing to YOU. I hope this doesn’t get YOU in trouble for THEIR bad policies…

Ellen_ > Anyway, I don’t want to get you in trouble, since you’ve been so helpful. Have a good day, Sama. Thanks again.

Sama > Ellen, we have Expanded basic cable but it is not a specific package it comes under Starter package and above than that.

Ellen_ > OK, thanks.

Sama > You are most welcome.

Sama > Is there anything else I can help you with today?

Ellen_ > No, thank you though. Have a lovely weekend!

Sama > Thank you for contacting Comcast! Here at Comcast, Customer Satisfaction is important. It has been a pleasure to assist you today. Thank you very much for your time and patience all throughout the chat. Have a great week and take care!

Sama > Good bye Ellen.

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