ConnectionDown's profile

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Sunday, September 27th, 2020 8:00 PM

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Online Chat Support

Why is there no ability to receive a chat transcript when talking to customer support? I want an official record of what I am being told by your business and you don't provide that option.

 

In this day and age the only reason I can think of that a business of your size doesn't have this built into the chat app is that you are trying to avoid providing legal evidence of your actions.

 

This is not a good customer experience. 

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Accepted Solution

Gold Problem Solver

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5.9K Messages

4 years ago

The only foolproof way is to use your phone/camera to take a picture of each screen with a reply. You can print the pictures out for hardcopy.

New Poster

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7 Messages

@MNtundraRET  Thanks for that idea. Are you familiar with pastebin ? I stumbled across that site and I'm going to investigate.

Gold Problem Solver

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5.9K Messages

I am not familiar with "Pastebin". I just suggested what I have done in situations like this.

Retired Expert

Gold Problem Solver

New Poster

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7 Messages

@MNtundraRET How do you mark a post as 'best answer' ?

Gold Problem Solver

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5.9K Messages

The post with a reply has a box Mark with accepted answer. It is on the line with "Like".

(edited)

Retired Expert

Gold Problem Solver

New Poster

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7 Messages

I see on left:  like   reply   28 m ago          -------->      on right:   (thumb up icon)

Am I missing something?

New Poster

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7 Messages

4 years ago

July 1, 2021 - - I agree totally. I believe you have uncovered the reason why a transcript is unavailable. Trying to get support by speaking to a human is nearly impossible. Their robo-menu is completely user unfriendly and you have finally hit the jackpot if you are connected to an agent (via chat). Then the responses to resolve your situation are promised by the agent and you are told to expect an email confirmation. Doesn't happen! A week ago I was told I would receive a replacement cable card (no record of this) and, when not received, I (painfully) managed to make contact with an agent to verify the order. I was told it got lost in transit and, this time, an order was created (which I had to confirm/agree via email) and was told I will receive the item in 1 or 2 days and will receive a confirmation email within 24hrs. The next day (no email yet) I go to the website and try to find any record of this order and nothing exists. I did manage to write down the order ID # before that online page disappeared. Even billing doesn't show any sort of transaction. The one thing that they clearly are proud to display is that if you were to request that a tech visit your home you will be charged $100 !!! Their 'support' [Edited: "Language"].

3 hrs later:  I have to say that I just received an email with tracking info. Evidently my cable card is being shipped from India and, so far, no movement, just a label. I'm hoping for a smooth flight :)

I'm now wondering why my response (to originators post) is marked 'private' ??

(edited)

Expert

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@tivoman2

Apparently you had posted some things that violated our Forum Guidelines and the Acceptable Use Policy.  The post was marked private until it could be edited, something that Experts aren't able to do.

I am closing this thread as it was started in September 2020.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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