Comcast Transfer Service

Ok, so I went to Comcast's web site to transfer my service last week. I ended up in a queue for an 'analyst' to help me and I didn't have time so I had to leave. The transfer didn't take, so I went back today - the day I'm at my new address. I waited in the queue at position 24 for almost an hour.

Apparently she was able to upsell me, but not actually complete the transfer. Further, she couldn't put my request in a queue and have it go through at a later date. I was told to try again. It's like a lesson in infuriating your customers.

"Hello, Dish Network?"

Here's the entire chat:

user Tom_ has entered room

tom(Mon Mar 31 2008 12:47:35 GMT-0600 (MDT))>

Order Information

analyst Sheila has entered room

Sheila(Mon Mar 31 2008 13:22:32 GMT-0600 (MDT))>

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

Sheila(Mon Mar 31 2008 13:22:41 GMT-0600 (MDT))>

Good afternoon, Tom

Tom_(Mon Mar 31 2008 11:22:55 GMT-0600 (MDT))>

Hi Sheila

Sheila(Mon Mar 31 2008 13:23:31 GMT-0600 (MDT))>

I understand you are interested in transferring your Digital Cable, High Speed Internet and Comcast Digital Voice service. Is this correct?

Tom_(Mon Mar 31 2008 11:23:50 GMT-0600 (MDT))>

Yes, I just moved and need it all at the new location

Sheila(Mon Mar 31 2008 13:24:23 GMT-0600 (MDT))>

I see you currently have an account with us at this time. Can you please provide me with the last 4 digits of your Social Security Number that is on the account, or as an alternative, provide me with your 16 digit account number. Thank you, this will allow me to make changes to your account.

Tom_(Mon Mar 31 2008 11:24:42 GMT-0600 (MDT))>

####

Sheila(Mon Mar 31 2008 13:24:53 GMT-0600 (MDT))>

Thank you very much.

Sheila(Mon Mar 31 2008 13:24:55 GMT-0600 (MDT))>

Just to confirm, 1605 Abilene Drive is the correct address where you would like to transfer your services?

Tom_(Mon Mar 31 2008 11:25:07 GMT-0600 (MDT))>

yes, that's correct

Sheila(Mon Mar 31 2008 13:25:50 GMT-0600 (MDT))>

And you would like to disconnect your current services at 1128 OPAL STREET apt 104, correct?

Tom_(Mon Mar 31 2008 11:26:03 GMT-0600 (MDT))>

yes, that's correct

Sheila(Mon Mar 31 2008 13:26:32 GMT-0600 (MDT))>

At your new address, do you have a home alarm system? We will need to note the order if you do as the technician will need to work with the company to ensure that your service is working correctly with the alarm system.

Tom_(Mon Mar 31 2008 11:26:54 GMT-0600 (MDT))>

no, no alarm system

Sheila(Mon Mar 31 2008 13:28:28 GMT-0600 (MDT))>

Okay, Thanks.

Sheila(Mon Mar 31 2008 13:28:29 GMT-0600 (MDT))>

One moment please. While I work on your request.

Tom_(Mon Mar 31 2008 11:28:35 GMT-0600 (MDT))>

k

Sheila(Mon Mar 31 2008 13:29:22 GMT-0600 (MDT))>

As a Comcast customer, I would like to tell you about a service protection plan that we are offering. We are now offering a new low cost Service Protection Plan that will provide you with worry-free protection for any potential in-home wiring problem with your cable TV, High Speed Internet or telephone service.

Sheila(Mon Mar 31 2008 13:29:23 GMT-0600 (MDT))>

With the protection plan, If anything goes wrong with the inside wiring a professionally trained technician will identify the problem and fix it quickly. This plan will provide you with an alternative to potential service call charges, which can be costly. This low cost service protection plan is only $3.95 a month and is added to your monthly bill for your convenience

Sheila(Mon Mar 31 2008 13:29:29 GMT-0600 (MDT))>

Would you like to add that to your account?

Tom_(Mon Mar 31 2008 11:29:59 GMT-0600 (MDT))>

no thanks

Sheila(Mon Mar 31 2008 13:30:13 GMT-0600 (MDT))>

Alright.

Sheila(Mon Mar 31 2008 13:30:30 GMT-0600 (MDT))>

Alright.

Sheila(Mon Mar 31 2008 13:31:24 GMT-0600 (MDT))>

I apologize, our systems are currently in an upgrade and I am unable to complete your transfer as requested. I have been informed that this should be completed shortly.

Sheila(Mon Mar 31 2008 13:31:27 GMT-0600 (MDT))>

Please contact us back at www.comcast.com in a few hours and we will be able to complete your transfer at that time.

Sheila(Mon Mar 31 2008 13:31:30 GMT-0600 (MDT))>

I do apologize for any inconvenience this may have caused.

Tom_(Mon Mar 31 2008 11:31:49 GMT-0600 (MDT))>

OMG, you're kidding!

Sheila(Mon Mar 31 2008 13:31:48 GMT-0600 (MDT))>

Thank you for choosing Comcast. Have a great day! If you have any further issues, please do not hesitate to chat with Comcast again.

Tom_(Mon Mar 31 2008 11:31:53 GMT-0600 (MDT))>

Nooo

Sheila(Mon Mar 31 2008 13:31:50 GMT-0600 (MDT))>

Analyst has closed chat and left the room