Guest: Very good. My final question is about a charge on my bill. $50 for "Failed CHSI Sik". What is that?
Emmanuel: I see, that means that it was supposed to be self installation (where you plug your equipment yourself) and what happens is that that didn't work out, and the tech would need to go to your house to install it instead, is it clear?
Guest: But I did exactly what Comcast told me to do over the phone, and it didn't work. It ended up being an equipment problem. Why should I pay for a problem with Comcast's equipment?
Emmanuel: I definitely understand, Dan. I apologize for any inconvenience, however, for that, you can call our hotline at 1-800-934-6489, to inquire about that, would that be fine?
Guest: What will they tell me?
Emmanuel: The reason why we have to send a technician, and what we can do about it, Dan.
Guest: I know why a technician was sent. My concern is that Comcast thinks I should have to pay for it. I pay a monthly bill, which secures my access to internet. The technician was sent to fix a problem with Comcast's equipment that was inhibiting my ability to access the internet. The technician fixed a problem that was caused by Comcast's equipment, not by me. If I had caused the problem, I'd be happy to pay for it.
Emmanuel: I definitely understand, Dan. I apologize, but that would be the policy for our failed installation and the previous rep should have told you that. I deeply apologize for that.
Guest: So the policy for YOUR failed installation is to have ME pay for it?
Emmanuel: For that concern, may I please refer you to our Hotline at 1-800-934-6489.
Guest: So if I crash my car, can I send the bill to Comcast?
Emmanuel: No, that would be inappropriate.
Guest: Yes, you are right. But how is that any more inappropriate than me paying for Comcast's failed installation of equipment?
Emmanuel: I understand, I highly suggest that you call us so that we can handle your concern, as I specialize in Transfer of service and Upgrades only, Dan.
Guest: Okay. Thanks for your help. Happy holidays!
Emmanuel: You too! I definitely understand you point there, Dan. As much as I want to waive that fee, I am limited to my restrictions.
Emmanuel: Thank you so much for your time.
Emmanuel: May I know if there is anything else that I can assist you with?
Guest: I understand. No, I think I'm good for now. Take care.
There should be a saying where you call a really patient person "a good customer service rep". That doesn't quite roll off the tongue like "a tough customer" does, but it's at least something to give recognition to a valuable trait.
I'm going to call Comcast now. But I think I should prepare myself for the inevitability of paying them those $50. That's okay. What else is Christmas about, if not paying Comcast an extra $50?
UPDATE:
I got $25 out of them. Turns out it is an "applicable fee" (I liked that wording), but I was supposed to have been advised about it before it was charged, and I wasn't. So chalk one up for the little guy.
