Exerpt

I noticed my promo rate for my home internet service recently expired, more than doubling my rate.  As I did in the past I contacted Comcast online where they have been able to help me with a new promo rate.  Well this time I got connected with someone named Willmore that offered me a tiny $5 discount.  You can see part of the interaction here.  I am not pleased.

Willmore: The available online promotion for Internet Blast is $54.99/month for 6 months.

Shawn: yea I cant afford that

Willmore: I understand that, Shawn.

Willmore: For more options like the same service promotion or current customer promotions or discounts, you may check the local office.

Willmore: Local office promotions are different from online promotions.

Shawn:  I never had to do that in the past

Shawn: I thought Comcast would be more interested in keeping customers they have had for a long time

Willmore: Yes, that is why the local office option is available.

Willmore: If you were not able to do that in the past, that was because process changes as time goes by.

Willmore: What we can also provide here depends on what is available.

Shawn: no, I have already spent a half hour of my time

Shawn: trying to keep my business with Comcast

Willmore: We checked on what is available, however, you are not agreeable with it.

Willmore: In order for us to provide you what you need, we would also need your understanding.

Willmore: I apologize though if this seem inconvenient for you.

Willmore: Is there anything else I can help you with?

Shawn: yea what is your last name

Willmore: We are not obliged to provide such private information.

Shawn: ok

Willmore: Is there anything else I can help you with?

Shawn: can you transfer me to your supervisor?

Shawn: the woman I spoke to prior to you, provided her last name btw

Willmore: I apologize, but, the issue does not merit a supervisor.

Willmore: We use the same system and we have the same option.

Willmore: We are not allowed to transfer chats to supervisor with the same resolution in hand.

Willmore: You can have my ID number.

Shawn: so you are refusing to transfer me to a supervisor?

Willmore: If the previous rep provided hers, I apologize I will not provide my last name.

Willmore: You can have my ID number instead.

Willmore: We can only transfer chats to supervisor if the issue needs to be addressed by a supervisor.

Shawn: if a customer requests it, dont you think for customer relations it is wise to do so?

analyst Willmore has left room