analyst Jeff has entered room
Jeff: Hello {me}, Thank you for contacting Comcast Live Chat Support. My name is Jeff. Please give me one moment to review your information.
{me}, My Issue: I want to know how I can submit a complaint about the system. The system says it has been tampered, but it does not say what the problem is. I have to let a technician in my house and I am not happy about it!
Jeff: 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%20guarantee
Jeff: {me},I understand that you would like to file a complaint regarding the Xfinity Home alarm system?
{me}, Yes
Jeff: I sincerely apologize for the inconvenience.
Jeff: I truly understand how important it is to get your Xfinity Home security system 100% working. You have reached the right person. I'll make sure to address your concern on this chat
Jeff: Do you mind if I ask a series of questions to help us resolve your issue?
{me},The only question I have is how to file a complaint.
{me},I have already spoken with support and a technician is scheduled to come to my house and go in all of the rooms of my house where he does not belong
Jeff: I can submit the complaint for you, {me},. I just want to know if we can resolve the issue on this chat without sending a technician
{me},Yes please submit the complaint and give me the complaint number. I have already rebooted everything in the system. Can you turn off the alarm so I can test this tonight.
{me},I have rebooted both modems, both routers and the touchpanel has been restarted.
Jeff: Yes, {me},I am submitting the complaint now.
Jeff: By the way, can you try tapping on the system tampered message? You will see an option to clear the message
Jeff: Sometimes, this message appears if a slight movement of the equipment has been detected.
{me}, I have cleared the message several times. None of the equipment is moving. Am I going to get a copy of the complaint, or a complaint number?
Jeff: You'll get the complaint number, {me},
Jeff: Shall I put the system on test while we are on chat so that you can test it?
{me}, Put it on test. But there is nothing I can do to test it.
Jeff: You have mentioned that you would like to test the alarm tonight.
{me},That is my complaint, how can I move anything when nothing has moved? Where is the complaint number?
Jeff: I am still creating the complaint, {me},
Jeff: No worries, I'll give you the number before the chat ends
Jeff: Please stay online
Jeff: Can I have a reliable contact number where we can reach you please
{me},(phone number)
Jeff: Thank you for your patience, {me},
Jeff: Here is the reference number:{number}
{me}, ok. thank you.
Jeff: You're most welcome, {me},
Jeff: Would there be anything else that I can help you with?
{me}, How do I check on the status of this complaint?
Jeff: You'll receive a call from our back office regarding the complaint. You may also chat with us and just provide us with the number so that we can check the status.
{me}, Do I need to put a battery in my thermostat?
{me},Is the alarm on test now?
Jeff: Yes {me},The system is on test for 1 hour
{me}, Put the alarm on test until I call back. This wont happen for several hours. When will the office call me back?
Jeff: Please take note that if the system is on test, the Central Monitoring Station will not receive a notification if an alarm will happen. Shall I proceed?
{me},yes
Jeff: ALright. I've placed it on test now.
Jeff: Just call us if you would like to remove it on test.
Jeff: Regarding the Thermostat, no you do not need to put a battery.
{me}, When will the office call me back?
Jeff: You will receive a call within 24 hours, {me},
{me},What department will be calling me?
Jeff: This is the department that handles all the complaints regarding the system.
{me},Ok
{me},I want my complaint to go to the CEO of Comcast.
Jeff: The escalation process will be followed by the team that will be calling you {me},Once you received the call, please give any additional information that you would like to be escalated to corporate.
{me}, Give me an example of something that will cause the system. How far do I have to move the touchpanel?
Jeff: A system tamper message will appear if an equipment has been displaced from it's original location. It can also appear if you will remove the battery of an equipment. However, this message will be removed after clearing it from the Touchscreen
Jeff: The Touchscreen will work anywhere inside your home
After this I got a call from the chat support supervisor who was rude and said she could not file an external complaint, but she had to refer me to xfinity home, who is also rude and did not have any answers to my problem. Also I will say that when this "alarm" happened, I did not get a text message like I was supposed to. My neighbor was woken up in the middle of the night, and I have been woken up 3 times in the middle of the night because it constantly says it is being tampered with. I still want the complaint number of the complaint that was submitted to corporate.