This real life transcript from earlier today shows exactly why I cannot stand talking to customer service representatives:

 

jvillaruzBLD: Thanks for contacting Comcast! I look forward to helping you today.

jvillaruzBLD: Hello Matthew, how are you doing today?

Matthew: Hi

Matthew: I’ve been having some weird Internet issues. Started I think last Friday or over the weekend, but I kept seeing intermittent connectivity with my cable modem. We lost power a few times in the storm two days ago and since then I can’t re-establish a connection at all.

Matthew: I tried calling in prior to the storm to do a modem reset over the phone but it never came back online. I’m wondering if the modem is just fried.

jvillaruzBLD: Matthew I am very sorry to hear that Matthew.

jvillaruzBLD:  Matthew, I understand that you are having some issues with internet connection, is that correct?

Matthew: …yes

jvillaruzBLD: Matthew, I understand that you are having an issue with your comcast comcast internet connection. I apologize for the frustration.

jvillaruzBLD: Matthew, I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.

jvillaruzBLD: Matthew, when did this problem started?

Matthew: …Last Friday or over the weekend.

jvillaruzBLD: I understand Matthew.

jvillaruzBLD: Matthew, For security purposes, would you please provide the following information: 1. Full Name of Account Holder 2. Complete Service Address 3. Complete account number

Matthew: Matthew Stone – XXXXXX, XXXXXX

jvillaruzBLD: Thank you for that information, Matthew.

jvillaruzBLD: Would you mind waiting for 2 minutes while I research some information in my system in order to better serve you?

Matthew: ok

jvillaruzBLD: Thank you Matthew,

jvillaruzBLD: By the way, later, to end this chat please do take the short question survey. This would mean so much to me! I hope you would consider me helpful today in the way we resolved the issue.

jvillaruzBLD: As of this time, since you cannot access your account the best thing to do is that I will be reseting the password for you, and later after this chat you can change it to your own preference, will that be ok with you?

Matthew: What? I can access my account.

jvillaruzBLD: I am sorry about that Matthew, that was a wrong typo.

jvillaruzBLD: First, Please allow me to do the troubleshooting on my End, I will do my best to get your modem and account reinitialize data exchange with the Comcast Server to make sure that everything works at optimal range.

jvillaruzBLD: While I am checking on your full account Details,Please make sure that all the cables are also secured.

jvillaruzBLD: Matthew are you still there?

Matthew: yes

jvillaruzBLD: Matthew, as of this time, there seems to be curcuit isseu on you modem, the best way to solve this problem, is buy bringing your modem to the local office and swpapping to a new modem, and that is for free.

Matthew: Will do. Thanks.

jvillaruzBLD: Before we finish up , I want to remind you that we have check the status of your modem.

jvillaruzBLD: Do you have any other questions or concerns I can

jvillaruzBLD: Do you have any other questions or concerns I can help you with today?

Matthew: No.

jvillaruzBLD: hank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fs

jvillaruzBLD: hank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fs

jvillaruzBLD:  Click the `EXIT CHAT` to end this chat session. I hope you take a moment to answer a quick survey.