Exclusive: Comcast Chats with Jim Speredelozzi about thier current outage. Refunds promised.

user Jim_ has entered room


Jim(Sun Nov 28 2010 22:31:03 GMT-0500 (Eastern Standard Time))>

Internet is down and 800 comcast is busy... using my verizon line to access your site which claims no outages, of course facebook adn twitter disagree.


analyst Maricel has entered room


Maricel(Sun Nov 28 2010 23:26:45 GMT-0500 (Eastern Standard Time))>

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


Maricel(Sun Nov 28 2010 23:27:16 GMT-0500 (Eastern Standard Time))>

It is a pleasure to have you on chat, Jim! First of all, I apologize for whatever inconvenience the issue has caused you but I'll be more than happy to resolve it for you. I hope you haven't waited so long to be assisted. How's your day so far?


Jim_(Sun Nov 28 2010 23:29:15 GMT-0500 (Eastern Standard Time))>

internet is down


Maricel(Sun Nov 28 2010 23:27:58 GMT-0500 (Eastern Standard Time))>

My sincere apologies to any inconvenience you are experiencing right now with your Comcast services. Let us now resolve this issue together.


Maricel(Sun Nov 28 2010 23:28:02 GMT-0500 (Eastern Standard Time))>

I really apologize for the inconvenience that you are going through right now, JIm


Maricel(Sun Nov 28 2010 23:28:13 GMT-0500 (Eastern Standard Time))>

I want you to know that issue resolution and your satisfaction are my top priorities for today. You have reach the specialist for this concern. If I understand correctly, your internet is not working, right?


Jim_(Sun Nov 28 2010 23:29:54 GMT-0500 (Eastern Standard Time))>

yes


Maricel(Sun Nov 28 2010 23:29:14 GMT-0500 (Eastern Standard Time))>

Thank you for confirming the issue.


Maricel(Sun Nov 28 2010 23:29:26 GMT-0500 (Eastern Standard Time))>

You need not worry though because you have reached the right person. As your Comcast service representative, I want you to know that issue resolution and your satisfaction are my top priorities for today. Together, we can work this out,JIm


Maricel(Sun Nov 28 2010 23:29:35 GMT-0500 (Eastern Standard Time))>

Before I proceed, I may need to verify some information from you. This is to ensure the integrity of your account. May I please know the following:
1. Account holder's full name
2. Complete service address
3. Account number
4. Phone number


Maricel(Sun Nov 28 2010 23:29:38 GMT-0500 (Eastern Standard Time))>

Thank you


Jim_(Sun Nov 28 2010 23:32:02 GMT-0500 (Eastern Standard Time))>

James Speredelozzi 12 Maxwell Cir Hudson MA XXX, i don't know my phone number


Jim_(Sun Nov 28 2010 23:32:27 GMT-0500 (Eastern Standard Time))>

i mean my account number


Maricel(Sun Nov 28 2010 23:31:09 GMT-0500 (Eastern Standard Time))>

Thank you


Maricel(Sun Nov 28 2010 23:31:22 GMT-0500 (Eastern Standard Time))>

Please provide me the last 4 digits of Social on the account. Thank you.


Jim_(Sun Nov 28 2010 23:33:03 GMT-0500 (Eastern Standard Time))>

XXX


Maricel(Sun Nov 28 2010 23:31:46 GMT-0500 (Eastern Standard Time))>

Thank you for the information. Please give me a minute or two while I pull up your account.


Maricel(Sun Nov 28 2010 23:31:47 GMT-0500 (Eastern Standard Time))>

Thank you very much!


Jim_(Sun Nov 28 2010 23:33:18 GMT-0500 (Eastern Standard Time))>

sure


Maricel(Sun Nov 28 2010 23:31:53 GMT-0500 (Eastern Standard Time))>

While pulling up the account, let me share some Comcast features you can take advantage for free!


Maricel(Sun Nov 28 2010 23:32:00 GMT-0500 (Eastern Standard Time))>

Comcast CustomerCentral is the one place for customers to pay your bill, manage your account settings, and get help and support for all Comcast products. You can easily access Comcast CustomerCentral from either Comcast.com or Comcast.net.

Also, Comcast's EcoBill is the environmentally friendly way to view and pay your bill online. Sign-In to Comcast customerCentral, click the Account & Bill tab, and click on the Set-up paperless billing button below the bill details section. The easy-to-follow on screen process will quickly allow you to turn off paper statements and manage your bill online.


Maricel(Sun Nov 28 2010 23:32:12 GMT-0500 (Eastern Standard Time))>

I am sorry to inform you that there is an outage on internet in your area.

Ticket Number: ND009339130 due to DNS failure


Jim_(Sun Nov 28 2010 23:33:42 GMT-0500 (Eastern Standard Time))>

how about you share with me that your dns servers have crashed


Maricel(Sun Nov 28 2010 23:32:18 GMT-0500 (Eastern Standard Time))>

We really apologize for the inconvenience. The database has stopped responding and currently failing it's service level that caused service interruption in some states.
This is due to system maintenance that are performed regularly on the network in order to meet new technologies, capacity demands, improve network performance, and repair facilities.


Maricel(Sun Nov 28 2010 23:32:24 GMT-0500 (Eastern Standard Time))>

Do not worry, we are already taking this issue on top priority, analyzed the situation and already identified a solution to this.
Our Network Engineers are temporarily shutting down the network to allow system checks and repairs as well as the needed upgrades to prevent same reoccurence.
This is a constant struggle for many service providers and again, we’re working on improving this constantly.
Be rest assured that we will fix this as quickly as possible and have services restored but we still don't have specific timeframe as to when will this occur. Thank you so much for your patience and understanding.


Jim_(Sun Nov 28 2010 23:34:27 GMT-0500 (Eastern Standard Time))>

do you reccomend using public dns servers while yours are not working?


Maricel(Sun Nov 28 2010 23:33:17 GMT-0500 (Eastern Standard Time))>

No, Jim.


Jim_(Sun Nov 28 2010 23:34:50 GMT-0500 (Eastern Standard Time))>

will there be a refund to custoemrs?


Maricel(Sun Nov 28 2010 23:33:32 GMT-0500 (Eastern Standard Time))>

Yes, Jim.


Maricel(Sun Nov 28 2010 23:33:41 GMT-0500 (Eastern Standard Time))>

I will take note on the account that you are eligible to have a credit on the account due to an outage.


Maricel(Sun Nov 28 2010 23:33:48 GMT-0500 (Eastern Standard Time))>

May you will consider this as an issue resolved for me since the issue is due to an outage.Would that be okay with you?


Maricel(Sun Nov 28 2010 23:34:28 GMT-0500 (Eastern Standard Time))>

You have entered the chat because you do not have internet service. We have verified the account and found out that there is an outage in your area for internet. I made a notation on the acocunt that you are eliginle to have a credit due to the outage.


Maricel(Sun Nov 28 2010 23:34:43 GMT-0500 (Eastern Standard Time))>

It was my pleasure to have resolved your issue today. I would be more grateful to help you with your other concerns. May I know if there is anything else you want me to help you with so we can make sure that everything has been covered, Jim?


Jim_(Sun Nov 28 2010 23:36:17 GMT-0500 (Eastern Standard Time))>

great, your the best


Maricel(Sun Nov 28 2010 23:35:02 GMT-0500 (Eastern Standard Time))>

Thank you.


Maricel(Sun Nov 28 2010 23:35:16 GMT-0500 (Eastern Standard Time))>

I am really sorry for the inconvenience


Maricel(Sun Nov 28 2010 23:35:33 GMT-0500 (Eastern Standard Time))>

Is there anything esle


Maricel(Sun Nov 28 2010 23:35:35 GMT-0500 (Eastern Standard Time))>

else?


Maricel(Sun Nov 28 2010 23:36:01 GMT-0500 (Eastern Standard Time))>

I am happy you contacted Comcast today. We strive to exceed your expectations and hope that you will take a moment to complete the 3 question survey that will follow our interaction, your feedback will help us to continue improving how we serve you.

It is with gratitude to have you as my customer on this chat and I appreciate the opportunity you've given us today to resolve your issue. Enjoy the rest of your day and take care.

Thank you for choosing Comcast as your service provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat.
Maricel(Sun Nov 28 2010 23:37:18 GMT-0500 (Eastern Standard Time))>

I would greatly appreciate if you take time answering the survey after our interaction. We greatly value your feedback for us improve more on our service. You can do this by clicking on the "END SESSION" button or "YES" at the bottom of the Chat window and please don't forget to click on SUBMIT.


Maricel(Sun Nov 28 2010 23:40:01 GMT-0500 (Eastern Standard Time))>

Are you still there, Jim?


Maricel(Sun Nov 28 2010 23:41:03 GMT-0500 (Eastern Standard Time))>

Please acknowldeg that you are still on your computer. This chat will automatically close if I will no longer receive any message from you in 1 minute


Maricel(Sun Nov 28 2010 23:42:38 GMT-0500 (Eastern Standard Time))>

Analyst has closed chat and left the room


analyst Maricel has left room