Comcast Live Chat - Better than calling

Montana · ‎03-09-2010

Live Chat analyst responds quickly. You can also get a copy of the transcript if you are on a desktop or laptop.

ValuSkr · ‎03-15-2014

I agree with you. I don't have Comcast but, generally speaking, the online chat experience is preferable to phone help.

Still Raining · ‎03-30-2014

I have also had good experiences with chat on various sites. Works for computers, software, and cosmetics too.

gardenman · ‎03-09-2010

I also agree. We had a digital converter go down a week or so ago. I tried solving it on the phone and lost nearly an hour with no resolution. I used the chat the next day and the problem was fixed within minutes. I suspect both groups of CSR's use the same script for solving problems but with the problem written down in front of them there's less chance of them making a bad guess. The chat is definitely better. Now if they didn't waste your time trying to up-sell you on their products it would be even better.

Starting a month before the Winter Olympics last year I tried to get a price for what it would cost to upgrade my existing cable service to HD. Many of the Olympic events were going to be on cable channels, so upgrading my cable service to HD made sense. (I get the local over the air channels in HD using an antenna.) It shouldn't be that hard to get a simple answer to that. They know what I'm paying now. They know what they'll charge me for HD. They should be able to give me a quick and easy answer. Nope. Every call tried to get me to upgrade to their Internet and phone besides the cable, or upgrade my cable package. No one, not in something like ten tries could/would tell me what it would cost to just upgrade from what I have, to what I have in HD. I finally gave up. It's not an easy thing to determine on your own. They have a variety of odd fees for HD service listed in their brochures (HD technology fee, HD outlet fees, HD converter fees) and figuring out exactly which fees would apply and what it would do to my bill is nearly impossible without guidance from them, but they won't tell me. Even with the converter chat I said I'd like to upgrade to HD, but all they'd do is offer me a bigger/more expensive package of channels to get the HD and they still wouldn't tell me what it would cost to just upgrade what I have now. I'm not a big fan of Comcast, but if you have to deal with them the chat is better.

Fly!!! Eagles!!! Fly!!!

Clover29 · ‎03-09-2010

Ugh, I could not disagree more.

I got an outsourced guy in India who was no help with my question and who managed only to cut off my account. I had to phone local Comcast people to fix it, which they did quickly and professionally.

Montana · ‎03-09-2010

On 12/23/2014 Clover29 said:
Ugh, I could not disagree more.

I got an outsourced guy in India who was no help with my question and who managed only to cut off my account. I had to phone local Comcast people to fix it, which they did quickly and professionally.

My problem was video interruption. The rep was able to tell me what happened - Comcast was doing maintenance in my area. I have never connected to Live Chat with anything more complicated than that. He did attempt an upsell but did not persist when I declined. It will be interesting to see what happens when I have a more complicated inquiry.

How could you tell the guy was from India? My Live Chat was done on my iPad screen.

Clover29 · ‎03-09-2010

On 12/23/2014 Montana said:
On 12/23/2014 Clover29 said:
Ugh, I could not disagree more.

I got an outsourced guy in India who was no help with my question and who managed only to cut off my account. I had to phone local Comcast people to fix it, which they did quickly and professionally.

My problem was video interruption. The rep was able to tell me what happened - Comcast was doing maintenance in my area. I have never connected to Live Chat with anything more complicated than that. He did attempt an upsell but did not persist when I declined. It will be interesting to see what happens when I have a more complicated inquiry.

How could you tell the guy was from India? My Live Chat was done on my iPad screen.

I can spot an accent when someone is writing. If someone says "How can I be helping you today?" that's not an American speaking. We had quite a lengthy "chat" and his foreign English was obvious. I suppose it is possible that he was an immigrant living in the US, but it's pretty well-known that a lot of companies outsource these 24/7 live chats. I've used them with other companies than Comcast, and they all sound "foreign" when they type.

I don't have a problem with him being Indian. If he'd done what I needed doing, I'd be happy if he were a Martian or an elf from the north pole. My problem with him was that he made everything worse, not better. My Comcast Live Chat was a terrible experience, whereas the phone reps have always been effective, polite and they fix the issue immediately. The Live Chat guy took forever, plus he made it worse.

GCR18 · ‎07-03-2013

I prefer live chat if I can describe the issue in few sentences.

Lynnj · ‎03-21-2010

I used the Comcast live chat once and had a good experience. However, I don't remember exactly what it was I used it for, but I know it wasn't anything complicated or complex. Might have been something like where can I find such and such on your website? I think I was looking for something like specs on the cable box, or something crazy like that and couldn't find it. I don't think I would use chat if I was having service interruptions. I can just see them typing out the same Bee ess they say when you call....unplug the back of the router or cable box (which ever the interruption is coming from at the time) and wait 30 sec, then plug back in. That their answer for everything, and guess what ---- it doesn't solve anything but waste a lot of both of our time. If I hear one more rep tell me to do that the next time I call with service issues I will totally flip a lid on them.

glb613 · ‎03-09-2010

On 12/23/2014 Lynnj said: I used the Comcast live chat once and had a good experience. However, I don't remember exactly what it was I used it for, but I know it wasn't anything complicated or complex. Might have been something like where can I find such and such on your website? I think I was looking for something like specs on the cable box, or something crazy like that and couldn't find it. I don't think I would use chat if I was having service interruptions. I can just see them typing out the same Bee ess they say when you call....unplug the back of the router or cable box (which ever the interruption is coming from at the time) and wait 30 sec, then plug back in. That their answer for everything, and guess what ---- it doesn't solve anything but waste a lot of both of our time. If I hear one more rep tell me to do that the next time I call with service issues I will totally flip a lid on them.

It does solve some connection problems. The few times I was unable to resolve a problem with my internet connection, I tell them at the beginning of the conversation I've already done the reboot of the modem, router and computer.