Good Luck! I was also lied to by a representative on chat and then when I followed up, I was advised that Xfinity doesn't retain this information. So disappointing.
This also just happened to me. I was asking too many questions about my issue and I got the sense that Priye (rep) wanted me to get off chat when she asked me if I had any other questions. She said that I would be prompted to download a pdf of the conversation.
The best way to get history is to take a screen shot of the conversation. You can scroll up and down the broswer. Just make sure you don't exit the browser. Otherwise you'll lose the conversation.
I have also been told by multiple xfinity assistant reps that I have the option to email the chat upon completion. That's a lie, as there is no option. Other reps have told me I can take a screenshot or copy and paste the chat into notepad. Another has mentioned that there will be an ellipses that gives the option to email chat transcripts, but that is also not available. Not to mention I have to specifically request a chat ID and it is not provided automatically.
This is putting an undue burden on the customer to document our communications with Xfinity. I hope they offer this option in the future.
Hi, @user_0f7222. Per our policy not having access to transcripts is by design. Chat transcripts recorded calls are a business record of Comcast and are for Comcast's internal use only and for training purposes. We can help if anybody needs to report anything related to the help they received or go over details. If you have an issue related, create your own post in our customer service area with all the details and we will get to you.
I no longer work for Comcast.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I had a chat conversation last night in which an appointment was made for today, Labor Day. I thought it odd at the time, but I have no TV to use until a technician comes to the house. My mother has poor eyesight and is elderly. TV is her only diversion. Today I discovered he or she is not coming until Thursday - four days. When I checked by phone, I was told the appointment was always for Thursday. I admit I may have misread the chat message, but I would really like to see what the actual appointment message to me said. Not that it will change anything, but I want to know if I misread the message or not. I had an aggravating time yesterday with the chat conversation. I was told to get a younger person to help me. This OLD lady was all he had to work with, so sorry. Could someone train with my message and tell me what was actually said? I'd be so grateful in my old age. What a thing to say to a customer.
Hey there, @user_ccc743, thanks for reaching out through Xfinity Forums! We are currently unable to provide transcripts of chat conversations as they are used for internal use only! We would be happy to take a look at your appointment to see if there are any earlier times available. I am so sorry to hear you are without your TV especially with your mother relying on it! We definitely want to help!
Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I just tried to get a transcript of my RECORDED conversation with a representative and was told for security purposes it was not possible!! How can this be?!!
chellizio
New Poster
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1 Message
5 years ago
Good Luck! I was also lied to by a representative on chat and then when I followed up, I was advised that Xfinity doesn't retain this information. So disappointing.
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user_f0e5b6
Visitor
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1 Message
4 years ago
This also just happened to me. I was asking too many questions about my issue and I got the sense that Priye (rep) wanted me to get off chat when she asked me if I had any other questions. She said that I would be prompted to download a pdf of the conversation.
The best way to get history is to take a screen shot of the conversation. You can scroll up and down the broswer. Just make sure you don't exit the browser. Otherwise you'll lose the conversation.
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sertafour1
Visitor
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1 Message
4 years ago
lol. Where is the "official comcast employee" on this one? When they have no answer they ignore you.
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Esteban_user
Visitor
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1 Message
4 years ago
I have also been told by multiple xfinity assistant reps that I have the option to email the chat upon completion. That's a lie, as there is no option. Other reps have told me I can take a screenshot or copy and paste the chat into notepad. Another has mentioned that there will be an ellipses that gives the option to email chat transcripts, but that is also not available. Not to mention I have to specifically request a chat ID and it is not provided automatically.
This is putting an undue burden on the customer to document our communications with Xfinity. I hope they offer this option in the future.
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user_e9a757
Visitor
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1 Message
4 years ago
I just tried to get a transcript of my RECORDED conversation with a representative and was told for security purposes it was not possible!! How can this be?!!
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