Comcast.net's horrible user experience
Following is the chat session I had with one of their reps to know the details of the services I had subscribed for.

Names Changed

user Nick has entered room

Nick>
Ask Comcast Escalation

analyst Rachael has entered room

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

Rachael>
We are proud to offer the Comcast Customer Guarantee.

Nick>
i wanted to know how can I find the comcast services that i am paying for?

Nick>
what services I am paying for

Rachael>
Let me check that on the account first.

Nick>
k

Rachael>
May I have your comcast account number, please?

Nick>
xxxxxxxxxxxxxxxxxxxx

Rachael>
No worries, I'll be happy to assist you to resolve the issue immediately.

Rachael>
Good. Thank you.

Rachael>
Would you mind waiting for 1 to 2 minutes while I research that for you?

Nick>
ok

Rachael>
Thank you. While I am pulling your account up, why not check out all 12 of our calling features. If you would like to know more about them and how they work, you may visit our helpsite at customer.comcast.com, or you may go directly to this link: http://www.comcast.com/Corporate/Learn/DigitalVoice/callingfeatures.html

Nick>
i am sorry but i am really frustrated with the service....don't think I want any more

Rachael>
Do you want me to transfer to the disconnetion service, Nick?

Rachael>
May I know why you are frustrated?

Rachael>
I am still checking on your account.

Nick>
i have been trying to find what i am paying for. i can't see that anywhere on the my account page

Nick>
the only way i know is to look up my past statements

Nick>
but i recently signed up for cable tv

Nick>
n that does not show up anywhere

Rachael>
Were you able to log in to comcast.net?

Nick>
yes i am logged in right now

Rachael>
The payment will be posted in the bill.

Nick>
i wanted to know the list of services

Rachael>
I can see here that you change your servicce last 07/13/11.

Nick>
also, since i am paying for cable, i wanted to know what channels/packages i have

Rachael>
Yes, I will give it to you now, hold on please.

Nick>
ok

Rachael>
Please give me time to check on the account.

Nick>
ok

Rachael>
Thank you so much.

Rachael>
I can see here that you have Digital starter Cable.

Nick>
ok

Nick>
and?

Rachael>
With Blast Internet connection.

Nick>
what about the cable packages?

Rachael>
Digital starter Cable with Limited Video Ondemand, HBO, With Mega Pach channels.

Nick>
so where can i see that on my account?

Rachael>
Since you have just change your services last 07/14, your account online is not yet updated.

Nick>
ok

Nick>
then where can i see the internet information?

Rachael>
You will be able to view on the current services on the next billing cycle.

Nick>
i have had xfinity internet for the last 5 months

Rachael>
You will be able to see that on your next bill.

Nick>
so there is no way i can see the on "My Account"

Nick>
?

Rachael>
Okay, for your previous account bill, there should be in the bill statement online.

Rachael>
Kindly click on the "Account and Bill", please.

Nick>
ok

Nick>
Rachael, i am sorry if i came off as rude to you. i know this is not your fault. But please note down the following as my feedback about the website

Rachael>
Sure, not a problem, Nick.

Rachael>
I completely understand how frustrated you must feel.

Nick>
this the second most worst website i have seen in terms of user experience

Nick>
not only is it slow, but it doesn't tell me what i am paying for

Nick>
sure there is a round-about way....but thats not what i expect from comcast

Rachael>
Okay, you should be experiencing now a high speed internet, right?

Nick>
well the site is slow from anywhere

Rachael>
I will need to transfer you to the internet department to help you with that issue.

Nick>
even with a T1 line

Rachael>
I know it is not fair though, right?

Nick>
the rest of the websites work fine

Rachael>
I will need to transfer you to the internet department to help you with that issue.

Nick>
thanks Rachael, but its fine....i am also from the service industry and work with an engineering team and a customer service team

Nick>
and the first thing i would so is to give people the information about services that they pay for

Rachael>
Thank you for your time and patience with me, due to my scope and limitations here in my end, I do not know how to answer internet issues.

Nick>
i don't want them to call customer service or wait a month to see the update on their account

Rachael>
Do not worry, I will be happy to transfer you to the correct department, for your concern to be addressed immediately.

Rachael>
Yes, I understand that.

Rachael>
When I am not at work, I am a customer myself; I completely understand how frustrating it feels when things are not working the way they should be.

Nick>
this is just my feedback and if you can pass this on to the right person

Nick>
if this was some small company, they would have been doomed by now

Nick>
thanks for all you help, seriously

Nick>
you have a nice dauy

Nick>
day

Rachael>
Sure, I will be glad to.

Rachael>
I have already initialized the process here and made a report for your request.

Rachael>
Let me just update the account here on my end.

Nick>
ok

Rachael>
Have I answered all your questions today?

Nick>
yes

Rachael>
Thank you.

Rachael>
I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today?

Nick>
nope. i am good

Rachael>
Great. Thank you. Thank 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?fss=customer guarantee

Rachael>
Thank you for chatting with us today. We appreciate your business.

Rachael>
Good bye for now. Take care!

30 minutes of my time I am never getting back