A couple days ago, I went to the Comcast website to ask about eliminating our cable television service (the two online chats that resulted are recorded in an earlier post).
The two “analysts” with whom I chatted, Kaye and Marites, said the same thing: If I wanted to save money by canceling cable TV while keeping our phone and internet service (as part of a so-called “Double Play” package), I’d simply need to get in touch with some other Comcast employee:
Having gathered my strength for almost 48 hours, I called 888-739-1379 today.
As the pessimistic (i.e. realistic) part of my mind expected, it wasn’t quite as easy as Kaye or Marites promised. In fact, Matthew explained that it would not be possible to get a “Double Play” discount by speaking to him or anyone else on the phone.
According to Matthew, my only option would be to visit the Comcast website, because, in his words (and the words of Marites too!): “they have more options for promotions”. Unfortunately, the best Matthew could do was offer me the “standard” arrangement for phone and Internet service. That would reduce my basic bill by – to quote from that earlier chat with Kaye – hardly anything at all:
It never occurred to me before that one of the benefits of a huge monopolistic corporation providing support to its customers by phone and also by website is that (1) employees who answer the phone can tell customers to use the website and (2) employees who chat on the website can tell customers to use the phone.
It really is an elegant solution to the Customer Service Problem.
Next stop: Investigate getting phone service from one of the smaller companies that do that these days, as preparation for finally cutting the cable television cord.
By the way, I know I should tell Comcast I want to cancel everything in order to get a better deal, but I’d prefer to end our relationship completely (even though Verizon isn’t a wonderful alternative). And I know that when the time comes for us to go our separate ways, I need to tell them I’m moving to Iceland. Or that I’m dead. According to this interesting article, Comcast doesn’t have answers for situations like that:
Save Attempt is Not Applicable in the Following Scenarios:
1) Customer is moving in with an existing Comcast customer (CAE [i.e. Comcast Retention Specialist] must verify Comcast services active at new address)
2) Customer is moving to a non-Comcast area (CAE must verify by looking up zip code)
3) Account holder is deceased / incapacitated
4) Temporary / seasonal disconnect and Seasonal Suspend Plan is not available in their area
5) Natural disaster
6) Customer doesn’t know what address they’re moving to.