ED Magedson – Founder
Comcast Bait and Switch with Comcast Chicago Nationwide
I had a very disturbing checkout experience with the "New" Comcast, I had submitted my order and was ready to checkout when all of the sudden I received a screenpop informing me that I had to complete a session with an analyst to make sure my order was correct (read upsell). So it began:
chat id : 71e11235-46f5-4e7b-a1a1-81f684f0e05a
Dhruv > Hello RYAN, Thank you for contacting Comcast Live Chat Support. My name is Dhruv. Please give me one moment to review your information.
Dhruv > I see you are interested in adding Comcast services. It's my pleasure to process your order and answer any questions you may have. How are you doing today?
RYAN > I think we are good, the change is service is desired, etc - no other services (tv/phone) are desired at this time. [continued below]....
RYAN > I will await a service tech on Monday, April 7th
RYAN > is there anything else we need to cover before ending this chat?
Dhruv > Sure, Ryan , no need to worry I will do my best for you.
RYAN > ok - please submit the order for Extreme 105 Internet Only service and that will work
Dhruv > Ryan, I see that you are interested in our Extreme 105 atCHICAGO, IL, 60624, is this correct?
RYAN > the address, etc - on the unit is all correct as this account is current
RYAN > you need only approve
Dhruv > Thank you for confirming.
Dhruv > That's a great value! It shouldn't take very long to process this order for you. I'll be asking you just a few questions to make sure you get the best deal.
Dhruv > After I complete your order, we will go over all of the charges and the installation process to make sure you don't have any questions.Sound good?
RYAN > I understand the charges completely
RYAN > $39.95 installation
RYAN > and $89.99 monthly for the promo
RYAN > I want no other deal/services
Dhruv > Wonderful!
Dhruv > For verification of the account, could you please verify the last 4 digits of the Social Security Number on the account?
Dhruv > Thank you for providing the social security number.
Dhruv > I would like to inform you that as the installation charge you have selected $39.95 is for services install charge, to install the Extreme 105 installation is $50.
Dhruv > You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?
RYAN > so $89.95 installation?
Dhruv > No installation is $50.
RYAN > I'm reading very clearly $39.95 one time charge for extreme 105 and $89.95 monthly
RYAN > so why is it different then what is advertised
Dhruv > Package price is $89.99/mo for first 12 months and one time installation is charge is $50 instead of $39.95.
RYAN > why?
RYAN > why is it different then the price advertised
RYAN > I have an order here that clearly states $39.95 and $89.99
RYAN > now you are informing me of some magical change
RYAN > which of course is in your companies favor
RYAN > just process the order as advertised
Dhruv > I apologize for the same, however, $39.95 installation is for service install To install Extreme 105 the installation is $249.95, however for you it is $50.
RYAN > it says right here $39.95
RYAN > now you act like your doing me a favor making it $50 from $249? this is like mafia
Dhruv > Ryan, Extreme 105 installation is $249.95, and to make it $50 I will raise a ticket for you to our support team.
RYAN > if you want to charge $50 then make that reflect what you advertise
RYAN > but don't raise the price then act like it's a favor because your discounting it from another imaginary number
RYAN > what is your first and last name
RYAN > as well as position with teh company
Dhruv > Ryan, seriously it is for $249.95 if you don't belive it you call to our toll free number they will also say it is for $249.95.
Dhruv > I apologize we don't have rights to provide you the such information, My first name is Dhruv.
RYAN > do you have an employee ID
RYAN > this is for the FTC complaint
RYAN > for deceptive marketing
RYAN > I will pay the $50 as I have no choice, however I will make sure to lodge a complaint with the federal trade commission
Dhruv > Ryan, If you wish to get a copy of this transcript, you can do so by clicking the "Transcript" button. You will have the option to print this information.
RYAN > you may note to your supervisor that FTC complaint 52569919 has been filed
RYAN > please process the order for $50 since I have no choice and consider a position where you don't have to lie/deceive people for a living, might as well be a criminal
Dhruv > Sure.
Dhruv > I have set the install date as per your request on 04/07/2014 between 10A-12P.
RYAN > are we completed at this point?
Dhruv > Yes, I have added Extreme 105 for $89.99/mo for first 12 months and I will raise a ticket for you to make the install charge for $50.
Dhruv > Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
RYAN > oh wait - so your charing me $250?
RYAN > not $50?
RYAN > *charging
RYAN > and I have to now rely on a "ticket" that I have no visibility to to make it $50?
Dhruv > No it will $50 not $250.
RYAN > ok
Dhruv > Thank you.
Dhruv > If you need assistance in the future, please do not hesitate to chat with us (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at customer.comcast.com/help-and-support/ to help you solve many issues on your own.
Dhruv > Bye! Have a great and fruitful time ahead. Take care.
Dhruv > You may now click the "END SESSION" button to properly close our chat.
Dhruv > Analyst has closed chat and left the room
This report was posted on Ripoff Report on 04/01/2014 10:53 AM and is a permanent record located here: http://www.ripoffreport.com/reports/comcast/nationwide/comcast-bait-and-switch-with-comcast-chicago-nationwide-1135377. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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