June | 2009 | sneaker.org

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Dealing with the likes of Comcast (and AT&T for that matter) is by far one of the most frustrating experiences. Here is just one small little example of why (see the full transcript below).

In summary: Comcast lists “Basic Cable” as one of the services on their website. It turns out that Basic cable really means just “Limited Basic” and does not include “Expanded Basic”. The pricing for Expanded Basic (or for what the agent then calls “Standard Cable”) are not published anywhere on the Comcast website. Additionally, Comcast refuses to provide a pricelist of their services. Does the FTC even pay attention to Cable companies and their ridiculous tactics??

user Guest_ has entered room
Guest_(Fri Jun 19 2009 20:09:58 GMT-0700 (PDT))>
analyst Junel has entered room
Junel(Fri Jun 19 2009 20:10:12 GMT-0700 (PDT))>
Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Junel. Please give me one moment to review your information.
Junel(Fri Jun 19 2009 20:10:14 GMT-0700 (PDT))>
Thank you for visiting Comcast.com. What questions can I answer for you?
Guest_(Fri Jun 19 2009 17:10:37 GMT-0700 (PDT))>
What is the price for Expanded Basic Cable. It doesn’t show up on the website.
Junel(Fri Jun 19 2009 20:11:00 GMT-0700 (PDT))>
Thank you for that.
Junel(Fri Jun 19 2009 20:11:22 GMT-0700 (PDT))>
The price for the Expanded Basic Cable is $55.95.
Guest_(Fri Jun 19 2009 17:11:52 GMT-0700 (PDT))>
And where can I see that on the Comcast website?
Junel(Fri Jun 19 2009 20:12:19 GMT-0700 (PDT))>
It is the same with Standard cable.
Guest_(Fri Jun 19 2009 17:12:50 GMT-0700 (PDT))>
Okay, but I don’t see that on the website either.
Junel(Fri Jun 19 2009 20:13:53 GMT-0700 (PDT))>
I do apologize for the inconvenience. Maybe the website is not wolrking properly that is why it doesn’t show up
Guest_(Fri Jun 19 2009 17:14:23 GMT-0700 (PDT))>
In that case the website hasn’t been working correctly for months, since it’s been the same.
Guest_(Fri Jun 19 2009 17:15:22 GMT-0700 (PDT))>
So you can confirm that you too do not see the pricing for Expanded Basic Cable and Standard Cable on the Comcast website?
Junel(Fri Jun 19 2009 20:16:00 GMT-0700 (PDT))>
Our website is not yet updated for now, but we have it in our datebase if the customer wants the Expanded Basic Cable or Standard cable service.
Junel(Fri Jun 19 2009 20:16:25 GMT-0700 (PDT))>
I can confirm that I am able to see the pricing for both cable service.
Guest_(Fri Jun 19 2009 17:16:32 GMT-0700 (PDT))>
Do you have a full price sheet for the various offerings that you can email to me?
Junel(Fri Jun 19 2009 20:17:32 GMT-0700 (PDT))>
I do apologize for that. We are not allowed to send an e-mail to our customers.
Guest_(Fri Jun 19 2009 17:17:46 GMT-0700 (PDT))>
My previous question was specifically regarding the Comcast website — the pricing is NOT listed on the Comcast website.
Junel(Fri Jun 19 2009 20:17:59 GMT-0700 (PDT))>
You cabn check our website for the pricing of your products and services.
Guest_(Fri Jun 19 2009 17:18:50 GMT-0700 (PDT))>
You just told me that the pricing for the Expanded Basic/Standard Cable Service is NOT on the Comcast Website. When I asked for a price list, you say you cannot provide that. And now you’re telling me to again check the website.
Junel(Fri Jun 19 2009 20:19:30 GMT-0700 (PDT))>
What I mean is that you can check other products and services in our website.
Guest_(Fri Jun 19 2009 17:20:07 GMT-0700 (PDT))>
Yes, but I am asking for the written pricing for the Expanded Basic/Standard Cable Service.
Guest_(Fri Jun 19 2009 17:20:16 GMT-0700 (PDT))>
Which is not on your website.
Junel(Fri Jun 19 2009 20:20:37 GMT-0700 (PDT))>
I already gave you the price for the said cbale service
Guest_(Fri Jun 19 2009 17:22:09 GMT-0700 (PDT))>
I want to see the published price — either on the website or on an official pricelist.
Junel(Fri Jun 19 2009 20:24:01 GMT-0700 (PDT))>
May I have your complete address and your zip code please so that I can check the available promotions in your area?
Guest_(Fri Jun 19 2009 17:24:44 GMT-0700 (PDT))>
Palo Alto, CA 94303
Junel(Fri Jun 19 2009 20:24:56 GMT-0700 (PDT))>
Thank you.
Junel(Fri Jun 19 2009 20:24:57 GMT-0700 (PDT))>
Please give a minute or two to pull up your address.
Junel(Fri Jun 19 2009 20:27:07 GMT-0700 (PDT))>
Please provide me the complete address.
Junel(Fri Jun 19 2009 20:27:08 GMT-0700 (PDT))>
Thank you.
Junel(Fri Jun 19 2009 20:27:51 GMT-0700 (PDT))>
Please provide me the complete address.
Guest_(Fri Jun 19 2009 17:28:58 GMT-0700 (PDT))>
Why do you need the complete address to provide me pricing information?
Guest_(Fri Jun 19 2009 17:29:07 GMT-0700 (PDT))>
I’ve given you the city and the zip code already.
Junel(Fri Jun 19 2009 20:30:04 GMT-0700 (PDT))>
We need the complete address so that we can properly check the address.
Guest_(Fri Jun 19 2009 17:30:37 GMT-0700 (PDT))>
I’m inquiring about pricing, I’m not inquiring about availability of the service.
Junel(Fri Jun 19 2009 20:30:35 GMT-0700 (PDT))>
I can give you an aprroximation but for the fixed amount, I need your address.
Guest_(Fri Jun 19 2009 17:30:53 GMT-0700 (PDT))>
Can you email me ANY pricing information at all?
Junel(Fri Jun 19 2009 20:31:10 GMT-0700 (PDT))>
I have provided you the price for the said service.
Guest_(Fri Jun 19 2009 17:31:21 GMT-0700 (PDT))>
That was not my question.
Junel(Fri Jun 19 2009 20:31:48 GMT-0700 (PDT))>
What is that>?
Guest_(Fri Jun 19 2009 17:32:11 GMT-0700 (PDT))>
I’ll ask again: Can you email me any pricing information at all?
Junel(Fri Jun 19 2009 20:32:48 GMT-0700 (PDT))>
We cannot send any e-mail. I do apologize for that.
Guest_(Fri Jun 19 2009 17:33:33 GMT-0700 (PDT))>
Okay. Thanks for trying. I know it’s not your fault, but the fault of the company. Have a good afternoon. Bye.
Junel(Fri Jun 19 2009 20:34:11 GMT-0700 (PDT))>
You are most welcome.
Junel(Fri Jun 19 2009 20:34:18 GMT-0700 (PDT))>
Thank you for choosing Comcast and have a great day. Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists24 hours a day, 7 days a week at http://comcastsupport.com. To close this chat, please click the “end session” button at the top of the chat window.
Junel(Fri Jun 19 2009 20:35:00 GMT-0700 (PDT))>
Analyst has closed chat and left the room
analyst Junel has left room

Epilogue: All I really want is Internet and phone service (AT&T can’t provide more than 384Kbps at my home, too far from CO), but given Comcast’s brilliantly creative “pricing” structures, getting just Internet and phone service is more expensive than getting Internet, phone and cable! IMHO the FTC should regulate the “price engineering” that pervades Comcast’s business practices.)

(Note: This post was originally posted on the K9 Ventures blog. I am cross-posting it here.)

I was in complete disbelief when I read the first tweet yesterday evening that Stanford Computer Science professor Rajeev Motwani had passed away. I was still incredulous and hoping that it was untrue until the sad news was verified in a email sent to the department. Even now as I write this with Rajeev’s picture on my screen, it’s still hard to believe.

In March of this year Rajeev agreed to be an advisor to K9 Ventures. I was very excited to have Rajeev on board as an advisor for K9 and as a personal mentor. His untimely passing is a shock that will reverberate through Stanford and the Valley.

My introduction to Rajeev began as a student in the PhD program at Stanford CS. Rajeev was the head of the PhD program when I joined, and he was the defacto advisor to all incoming students until they found their own advisor. He was responsible for making sure that every student find a new home within the department in a timely manner. I can still remember Rajeev’s advice to all the students — that your only job in the first quarter is to find an advisor. And to not worry about requirements like Comprehensive Exams and Qualifying Exams and focus on the research. His mandate to us was that a PhD should make an incremental contribution to human knowledge. That phrase stuck in the back of my head throughout my PhD work and proved to be a good filter to test potential thesis topics.

Even Rajeev didn’t know that in my first few interactions with him, I felt quite intimidated. Intimidated because of the immense respect I had for his intellect, his ability and his judgment. Even though my research interest was in the field of Human Computer Interaction, since my advisor (Terry Winograd) was on sabbatical at Google for the first year that I was at Stanford, I was fortunate to interact with Rajeev a little while longer than I otherwise would have.

When I decided that I wanted to enter the field of Venture Capital, Rajeev was one of the first people I contacted. He was instrumental in opening several doors for me and made valuable introductions to other VCs and firms on Sand Hill Road — leading to several valued relationships. As just one datapoint, it was through Rajeev’s introduction that Refocus Imaging obtained its funding.

Rajeev truly was a pillar of Stanford Computer Science and of Silicon Valley. He touched and helped so many people — as students, advisees, entrepreneurs, colleagues and friends. He directly or indirectly contributed to the formation and the success of numerous startups (Google being the most notable, but there are many, many more). I am incredibly thankful to Rajeev for this advice, his mentorship, and the role that he played in guiding me in choosing my path not only as a student, but for life.

I feel truly fortunate to have interacted with and learnt from Prof Motwani. At the same time, I am deeply saddened at his sudden and untimely passing. I sincerely wish Rajeev’s family all the best in this difficult time and beyond.

sneaker.org

Monthly Archives: June 2009

Comcast is annoying

Rajeev Motwani: A pillar of Stanford CS & Silicon Valley

Manu Kumar | California | U.S.A