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