Why does Comcast even bother having customer support?

I didn't enter my problem ten thousand times, by the way -- that happened automagically.

• chat id: 6fb823fe-86b1-4904-a760-f6695dc1f3cc
• Problem: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?

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• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• Avinash > Hello CHRISTIE_, Thank you for contacting Comcast Live Chat Support. My name is Avinash. Please give me one moment to review your information.
• Avinash > Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html
• Avinash > It's a privilege to have you here on chat and I am looking forward to provide you excellent service! I hope you are having a great day!
• Avinash > I would like to inform that you can switch back to your old Modem.
• CHRISTIE_ > Great, how can I do that?
• Avinash > Do you have your old Modem or want to order it?
• CHRISTIE_ > The technician took it with him when he installed the new one.
• CHRISTIE_ > I tried to buy a new modem, but it didn't have telephone capability.
• Avinash > Let me connect you with the concern department.
• CHRISTIE_ > ok
• Avinash > Please stay connected while I transfer the chat to the correct department for further support.
• Avinash > Please wait, while the problem is escalated to another analyst
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• Anna > Hello CHRISTIE, Thank you for contacting Comcast Live Chat Support. My name is Anna. Please give me one moment to review your information.
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > My Issue: I don't like the new Xfinity "Gateway" combined modem/router and want to go back to using my own router. Do you still provide a modem ONLY, or how do I do this?
• CHRISTIE_ > Hi, Anna.
• Mohd > It is my pleasure to have you on chat, and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?
• CHRISTIE_ > Okay
• Mohd > Thank you.
• Anna > Please wait, while the problem is escalated to another analyst
• Jennifer > Hello CHRISTIE_, Thank you for contacting Comcast Live Chat Support. My name is Jennifer. Please give me one moment to review your information.
• CHRISTIE_ > No, wait, I have three different analysts on here
• Jennifer > I hope you are doing well. I would be more than happy to assist you with your concern today Christie
• CHRISTIE_ > Who is helping me and what's going on?

And then the analyst left the chat and "closed your issue."

Comments

[Casey]

Ouch.

So very helpful.

[Kimberly Gauthier]

This is absolutely fantastic and gave me a huge smile, because I'm not alone in thinking that customer service is an oxymoron in the Comcast offices.

What cracks me up is that they want you to do a survey to help them improve their service. Yeah. Right. Even their employees offer warnings.