Comcast’s “poor technicians”
I’m switching back to Comcast from Verizon for internet because Verizon literally has no record of my online order and upped my rate from $35 to $80/mo for internet. But really, both these companies incentivize people to switch about once a year to take advantage of their introductory offers. So that’s what I do.
Comcast has a nice new order web app which actually works in FireFox and Safari that involves a chat with a sales agent before completing the order. I really like it — it’s a great way to get questions answered without having to wait in a phone queue. Good work on that front, Comcast.
However, I think it’s dumb to have to pay $31 + $99 for “professional installation” of my internet and cable. Everything’s already there, it just needs to be screwed together. I can do that. For $0. So I complained to my sales chat person, Jhon Carl, and his response cracked me up, but I’ll get to that. How we resolved it is I’m ordered just the cable with a $25 install fee and then calling in to turn on my internet, which I’ll “professionally install” myself (as in, screw the cable onto the cable modem).
Here’s a slightly edited sales chat transcript:
Jhon Carl > Hello Eric_, Thank you for contacting Comcast Live Chat Support. My name is Jhon Carl. Please give me one moment to review your information.
Eric_ > hi jhon
Jhon Carl > Welcome to Comcast Online Sales Department where we are processing your order via chat. My name is Jhon Carl, at your service. How are you doing today?
Eric_ > please remove the professional internet installation from my order
Eric_ > i can do a self-install
Jhon Carl > Hello, Eric!
Jhon Carl > I can understand that one, Eric.
Jhon Carl > Comcast requires an appointment for new connect and reconnect customers for the
initial installation to avoid service drops and problems on service
activation, that’s on your advantage, Eric . We are providing you with
a discounted install charge of $50.00 , instead of the regular $99 installation fee for your internet and $25.00 instead of the $31.99 install fee for cable service.
Jhon Carl > I hope this will be fine with you, Eric.
Eric_ > i don’t understand the $75 charge
Eric_ > the cable is already installed
Eric_ > from before
Eric_ > all he/she has to do is screw on the cable connector
Eric_ > i can do that for free!
Jhon Carl > I can understand your concern regarding the installation fee, Eric.
Jhon Carl > Please be reminded that self-installation kit are only available for customers with existing services from Comcast at the address where he wants and additional equipment installed.
Eric_ > oh ok, so if i just order cable, it’s $31? then i can call in the next day and hook up my cable modem myself?
Jhon Carl > Alright, I understand that you may want to save more by avoiding to pay for a professional fee for the technician (poor technicians, I wonder if they can still be able to feed their family). The best thing we can do here is for you to order the cable service first.
Jhon Carl > We can process an order for the Digital Starter at $39.99 per month for 6 months.
Eric_ > ok
Eric_ > and then the install cost is?
Jhon Carl > One time installation and reactivation fee for this one is only $25.00.
Jhon Carl > After the services has been installed, say after 24 hours the services has been installed, you can chat back to us to order for the $19.99 per month for 6 months internet.
Jhon Carl > You can choose to have the internet service be self-installed by then.
Did you catch this part: “poor technicians, I wonder if they can still be able to feed their family”? I got a good laugh out of that. Thanks Comcast for brightening my day! And not ripping me off as much as you tried to.
