Wednesday, June 25, 2008

is it better for a customer service email to feel automated or be full of grammar errors?

I e-mailed Comcast customer service to ask about the process of canceling service since I'm moving. I specifically said I wasn't transferring service to another location (which was explained on the website), but completely canceling.

Thank you for your time in contacting Comcast.

You will going to cancel your services in your old address and set up a new account on your new address because you cannot use the current services that has in the new address you have.
[WHaaaaa?? Off to a good start.]

With regard to your concern, this issue is very delicate and requires a security verification process. Because here at Comcast we make sure that your privacy should always be protected and by which we need you to phone in for this concern because you need to verify security information.
[By which, you are saying I am delicate.]

During your most convenient time, you might want to call us at
1-800-COMCAST or you might want to chat in, and I guarantee we will definitely help you with your concern. Thank you for bringing this to our attention and I hope you could call or chat really soon so your
concern can be address to immediately.
[Most convenient time? Like, evar? Will definitely contact you. Fer sure.]

By the way, you'll notice she's not even responding to the right question. Was this ambiguous:

Hi there,
I am moving out of my apartment at the end of the month. I do not need to transfer the account as the apartment I am moving into already has Comcast there.
I only saw how to transfer, how do I cancel altogether? Up to which date will I be billed?

Now, I understand that most likely this isn't being responded to in the U.S. nor by someone who's first language is English...but in that case, maybe something more automated is better than what we have above, no?