user Guest has entered room

Guest>

Order Information analyst Emigrace has entered room

Emigrace>

Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Emigrace. Please give me one moment to review your information. analyst Jorge has entered room

Emigrace>

Please wait, while the problem is escalated to another analyst

Jorge>

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

Jorge>

Hello, thank you for choosing Comcast! This is Chat Sales Department. First, I will just need to confirm some basic information from you. Afterwards, I would like to ask you a few questions to make sure we set up the services properly. But, first of all, How are you doing today?

Guest_> Jorge>

Doing alright and you?

I'm pretty goof thank you so much for asking

Jorge>

May I know if you are a new customer, please?

Guest_>
yes new customer

Jorge> Jorge>

Welcome to Comcast's family I will be glad to assist you today

May I know if this information is correct, please:

Jorge>

Service Service Service Service Service Billing Billing Billing Billing Billing

Street Addr: 21250 NE 9TH CT Addr Apt: 3 Addr City: MIAMI Addr State: FL Addr Zip: 33179Street Addr: 21250 NE 9TH CT Addr Apt: 3 Addr City: MIAMI Addr State: FL Addr Zip: 33179

Guest_>

I want to order the MultiLatino Plus but will like to know about contract, equipment etc

Guest_> Jorge>

Oh sorry, mistyped the apt # is Apt #1

Sure, it will be my pleasure to assist you on this service.

Guest_>
Question: How much is MultiLatino Plus after the 12 months?

Jorge>

After the promotional time it will cost $29.95

Guest_>
Q#2: Can I cancel this service if I am not happy with it at any time without recurring extra fees or charges?

Jorge>
You can cancel it on the 30 days guarantee, after that there will be a penalty if you cancel it.

Guest_>
why? is this one of those 2 year contract deals? doesn't say anything about contracts on your website...

Jorge>
It is 2 years contract, the first one promotional rate and the second year normal rate.

Guest_>
ahh. It doesn't say anything about contracts anywhere.. Can I order this without the contracts, perhaps paying for full price? Learned my lesson with Directv about contracts :-(

Jorge>

You can get it for 6 months no contract if you wish.

Guest_>
can you please elaborate on that a little more, please :-)

Guest_> Jorge>

full price for 6 months? What happens after 6 months?

Sure, let me tell you about t.

Jorge>

Allow me a moment please.

Guest_>
ok. take your time. :-)

Jorge>

I appreciate the time and patience you are taking with me, the system is a little frozen allow me a moment please.

Jorge>
Ok do not worry

Guest_> Jorge>

take your time.

May I know your full name, phone number and e-mail please?

Guest_>

Please let me see the different options first. My name is Dinier. Thank you.

Jorge> Jorge>

Sure, I'm working on that allow me a moment please.

Can you try to change them in English?

Guest_>

How much that is cost to get the Limited Basic with the Digital Family Add on package?

Guest_> Jorge>

change what in English?

In that case Dinier, if you get the Basic Cable we are unable to provide you Digital Family because it only works in Digital Services.

Jorge>
I apologize for the misunderstanding, it was a wrong information.

Guest_>

oh, I see. Do you have any kind of basic digital? I'm adding this line to a room. I'm stuck with Directv for the living room for another year :-(.

Jorge>
I understand you very well and I will be glad to assist you on your services.

Jorge>
Multilatino Plus includes:

Jorge>

Thousands of movies and showsmost freeready to play as you please with On Demand. It includes your favorite programming Venemovies, Bandamax, Mun2, Animal Planet, Disney Channel, Spike TV y USA

Local programming and all the popular cable channels. Easy parental controls that keep your family safe. On-screen program guide. Backed by the Comcast 30-day money-back guarantee.

Jorge> Jorge>

And also it includes HBO channel

This great promotion is for only $29.95 a month for 12 months.

Jorge>

I was checking on my system and It does not required contract

Guest_>
but it has that 2 year contract right?

Guest_> Guest_>

Oh, really?

Can you double triple check that please hehehe

Jorge> Jorge>

Yes, that is correct.

Sure, allow me a moment please.

Guest_> Jorge>

how much after the 12 months?

It will be $39.95 a month.

Jorge>

Moreover, At Comcast we value your business and put our customers first. We have No Contract contract required for this package and you can cancel service at any time. Also, you will enjoy of a 30 Day Money Back Guarantee which will allow you to cancel and receive all your money back, so there is no risk in adding the service today.

Guest_>
I thought MultiLatino Plus didn't have the disney channel, or USA.let me check

Jorge>
may I know if you would like to get this deal for $29.95 no contract, HBO included and for 12 months please?

Guest_>
It doesnt seem to have those channels: https://www.comcast.com/Customers/Clu/ChannelLineUpPopup.ashx? prod=MultiLatino Plus

Guest_> Jorge>

which is right?

I will verify it right now

Guest_> Jorge>

thank you. you have been of tremendous help!!!

It is my pleasure to assist you, I appreciate your time and the patience you are taking to me, thank you so much

Guest_>
i've been so burned before my other "offers" from directv, att etc,

Jorge>

Comcast will provide you excellent services, I'm sure of that.

Guest_>
my kids would love the disney channel, that's why I want to make sure...

Jorge>

Moreover Dinier, the one time installation fee will cost $34.99, is it ok for you?

Jorge>

Oh so I can see that channel is very important, I will take care of it.

Guest_>
any way of waiving that?

Jorge>

I apologize Dinier, at this time as you a re new customer an installation fee is required.

Jorge>

Could you be so kind and provide me your Full name, phone number and email please?

Guest_> Jorge>

are there any other fees or charges for equipment, maintenance, etc?

Just the one time installation fee, also you should remember the taxes/fees for the services every month.

Guest_>
in average how much are those? About $10 or more? for LatinoPlus

Guest_> Jorge>

My full name is Dinier Quiros. Email: grapix@gmail.com

Dinier, I can tell you that family tier is included on the services.

Guest_> Jorge>

I dont know what Family Tier is, sorry?

And Disney channels will cost $14.99 per month, is it ok for you?

Guest_> Jorge>

oh, no. too expensive.

Is a great channel, you will enjoy it.

Jorge>

Let me check if we can find a discount for the Disney channel, allow me a moment please.

Guest_> Jorge>

Thank you.

Dinier, For security purposes, may I have your Social Security Number and your phone number, please? This is a completely secure chat interface and your information will not be saved or redistributed

Guest_> Guest_>

mmm, Social security thru a chat? I don't now about that...

is there any other way of gettig that to you, not thru a chat please

Jorge>

I understand your concern. To process a request for service, it is our policy to verify identity to determine if a deposit is required. This is also done for your protection to prevent service from being placed in your name without your authorization. I can assure you that our chat is secure and that your information will not be retained.

Guest_>

I completely understand that, but to send a SS# thru a chat I am not comfortable doing. Is there a form you can fax me, or a number where I can call you, etc. there has to be a safer way...

Guest_>

where you able to find out if they can add the Family Tier to the Latino Plus for the same price? :-)

Jorge>

I understand your concern, this is a very important step to continue assisting you, we will appreciate if you help us with the SSN, on another hand, you can call to 1 800 Xfinity.

Jorge>
There is another deal for Disney channel for $5.99, would you like to add it?

Guest_>
Is it the Disney channel only or the Family Tier?

Jorge> Jorge>

It is Disney Channel only.

Dinier, could you be so kind and provide us your Social Security Number and your phone number please to continue working for you please?

Guest_>
give me one sec. Since Latino Extra costs $10 more, and includes all of those channels, it might be a better choice. give me one sec please

Jorge>
Sure take your time.

Jorge>

Can you please acknowledge that you are still at your computer? If I do not receive a response from you, I may have to close this conversation to assist another customer.

Guest_>
yes I am

Guest_> Jorge>

so sorry.

Would you like to get Multilatino Extra Dinier?

Guest_>

ok. Im ready but again can't send you the SS# via a chat. If I call the 800#, can I give them your name or something. I dont know if you work

on commission, but I would certainly like for you to get something. :-) You have been of great help...

Jorge>
It is my pleasure to assist you and take care of all the important information, I can tell you that you will not get any inconvenience with your SSN# and this chat is very secure, you can call to 1 800 Xfinity and any other agent will be so glad to assist you on your service. May I know if you would like to continue on chat or would you like to call please?

Guest_>
I would like to call. Again thank you for your time!!! Have a great day! And tell your Supervisor, you deserve a raise :-D

Jorge>
I appreciate all your time, Thank you so much and I hope you can get the services, Thank you Dinier and take care, if you have any concerns or questions please do not hesitate to contact us. We are available 24/7 for your convenience. It has been a pleasure to assist you.

Guest_>
thank you