Charter Live Chat Experience - Changing Service

I've had some pretty bad experiences dealing with Charter customer service but this wasn't one of them.

I used the Chat Live Online link under (Change Service/Move) to get the actual live chat. All the other "Chat Live" links I found popped open a FAQ search which was a little confusing.

Once I found that link and got connected with a real person things moved along; In fact, it was fast and painless.

June 24th, 2013

Here's the live chat:

You have been connected to Mychael K.Mychael K:  It's an awesome day at Charter! My name is Mychael K, and I’ll be taking care of you today! How can I help you?Dan Evans:  Hello Mychael, it looks like I have an extra $10 a month charge on my bill, can i get that removed?Mychael K:  I would love to help with your concern. In order to best assist you, may I have your full address to bring up your account please?Dan Evans:  My address is ******Dan Evans:  my account number is: *******Mychael K:  Thank you and at this time I am showing you have a upgrade to our HSI plus 30 MBPS from your current 15 MBPS for $10. The reason being is because you are currently in our older pricing which we offered the HSI Plus as a upgrade for $10. Currently, however, we are offer no less than the 30 MBPS so I will be able to not only lower your bill To $54.99 I will also be able to upgrade you to our new service plan for no extra cost or tax.Mychael K:  How does this sound?Dan Evans:  That sounds good.Dan Evans:  I noticed advertisements for a one year special of 29.99/mo, is that just for new customers?Mychael K:  That is correct.Dan Evans:  okMychael K:  Great and you will need to swap out your current modem for the upgraded modem at your local office. This will be free of charge for this exchange. Did you need that address at all?Dan Evans:  No thank you, I actually just place the order for a new, free modem from Charter the other day.Mychael K:  Sounds great you are all set, did you have any other questions for me today?Dan Evans:  No, that's it for today. Thank you Mychael!Mychael K:  Not a problem at all, thank you so much for your patience and for chatting in with me here at Charter and you have a wonderful evening.Dan Evans:  Thank you, you too. Goodbye.Your session has ended. You may now close this window.

...and that was it. At this point I would rate the interaction "Good."

Or so I thought.

July 7th, 2013

Charter bills a month in advance. My next statement was June 28th (which reflects charges for our July-August service). So, the change I made on June 24th should be reflected in that bill.

It wasn't. To be fair, though, the change was listed under "Pending services" in my online account.

Unfortunately, towards the end of this chat, the window froze and wouldn't allow me to select text or type... but here's a screenshot:

Just to make sure things were taken care of I started a new chat:

You have been connected to Shannel Z.Shannel Z:  Thanks for giving me the opportunity to help you today! My name is Shannel Z and I'll be taking care of you. How can I help?Dan Evans:  Hi Shannel, I was just being helped by someone when my chat window froze, my account number is: *****Shannel Z:  Thank you Dan! Do you by chance remember the name of the representative you were speaking to?Dan Evans:  I believe it was Alexis GShannel Z:  Thank you for letting me know Dan.Shannel Z:  I have checked and It looks like Alexis is current unavailable.Shannel Z:  May I ask how I can assist you today?Dan Evans:  That's okay, sure. Are you able to pull up the transcript so you can see the issue?Shannel Z:  I am seeing in your last conversation that you were wanting to speak to the billing department.Shannel Z:  It seems that you were having technical issues once Alexis was about to transfer you.Shannel Z:  Did you want me to get you over to the billing department?Dan Evans:  There was an extra charge that Alexis removed for me, I just wanted to make sure she was able to remove it.Shannel Z:  Of course.Shannel Z:  I would be happy to check that for you.Shannel Z:  In order to access your account, may I please have the security code (4 digit code found on upper left corner of your statement) or the PIN (4 or 5 digit code that you chose as a personal identifier when starting your services)?Dan Evans:  Security code: ****Shannel Z:  I appreciate you verifying that for me.Dan Evans:  no problemShannel Z:  From reviewing your account I see the changes were made for 30 mbps internet at $54.99.Dan Evans:  Yes. I actually changed that on June 24th, but my June 28th statement didn't reflect the change. That's the issue Alexis was checking into. Can you verify that I will only be charge $54.99 when my bill is next auto payed?Shannel Z:  You will see partial month’s charges, or prorates, on the next bill. As you are already aware from being a valued Charter customer, Charter bills one month in advance. Since you will be changing services in the middle of a bill cycle that you have already been billed for, your next bill will show the current month's charges and the charges for the few days of this month that you had the new service.Dan Evans:  Yes, but the issue is, I originally made the change on June 24th. There should be a transcript of that as well.Dan Evans:  My June 28th statement is for July-August, so my next auto payment (July 18th) should be for the correct amount of $54.99 if I'm not mistaken.Shannel Z:  I completely understand Dan. I have checked with my supervisor and we will be able to credit your account $10 for the over payment. Your bill will $54.99 going forward.Dan Evans:  Ok, great! Thank you Shannel.Shannel Z:  You're welcome.Shannel Z:  Is there anything else I can assist you with today?Dan Evans:  That's all, thanks again for the help.Shannel Z:  My pleasure.Shannel Z:  I hope you have a great day!Shannel Z:  Thanks so much for chatting in! For general self help please visit http://support.charter.com.I would like to invite you to check out our new rewards program, Live it with Charter! Free to all Charter subscribers, members earn points for every dollar spent on all Charter products and services. Points can be redeemed for cool prizes and free sweepstakes entries! To get started please visit https://www.liveitwithcharter.com. 
Have a great day, and once again I thank you for your business!Thank you for visiting. Please contact us again at any time.Your session has ended. You may now close this window.

So everything sounds good, and each representative was pleasant to deal with.

But this is the third person I've talked to. I'm going to wait until I actually have the correct amount reflected in my monthly bill before I assume the issue is resolved.

HostGator

The following is a customer service chat I had following a purchase of some hosting services with HostGator.  Prior to the beginning of the chat, I was informed that it would be approximately 32 minutes to be connected with a representative. It was 26 minutes. The chat itself lasted another 31 minutes, with several lengthy (for chat) gaps in the conversation.

Chat ID: XXXXX57. Question: Never got my "Welcome Email" and I'd like to log in.

(7:24:54pm)System:Customer has entered chat and is waiting for an agent. 

(7:50:57pm)Xavier N.:Welcome to HostGator LiveChat. My name is Xavier and I'd be glad to assist you today.
How may I assist you today? 

(7:51:19pm)Josh:Hi Xavier N!
I have 2 issues today. 

(7:51:43pm)Josh:I never got my "Welcome Email", and I'd like to log in and get going. Can you request another one to be sent? 

(7:53:36pm)Xavier N.:I am sorry that's happening to you. 

(7:53:39pm)Xavier N.:I would be happy to check! 

(7:53:51pm)Xavier N.:For security purposes, I will need you to verify your identity by providing the PayPal transaction ID of your most recent payment, or the last 4 digits of the credit card on file for the account, depending on your payment method.
I apologize for any inconvenience this may cause. 

(7:54:49pm)Josh:No inconvenience. Last 4 digits of the Credit Card are XXXX 

(7:56:44pm)Xavier N.:Thank you for verifying. 

(8:00:00pm)Xavier N.:I do apologize for the delay. I need a few more minutes to work on the issue. 

(8:00:50pm)Josh:OK. 

(8:03:10pm)Xavier N.:Thanks for holding. Your account is now activated. It was not activated previously and was in Pending status so I went ahead and activated it for you. Your login details should be in shortly. 

(8:05:12pm)Josh:Thank you. On to issue #2 -- billing. 

(8:05:43pm)Josh:It seems that my billing address is not correct -- the state should be Illinois, not Alabama. 

(8:06:52pm)Xavier N.:You can update this by logging into https://[website].com and click on Edit Contact Information. 

(8:06:55pm)Xavier N.:https://[website].com/articles/pre-sales-policies/billing-account-changes/how-can-i-update-my-billing-info 

(8:07:10pm)Josh:And more importantly, I appear to have been charged for Package ID RS-198684 (SiteLock Basic), an option that I specifically declined. The total amount invoiced is different than the total amount shown on the authorization screen when I checked out. ($110.51 vs $95.52). 

(8:08:25pm)Josh:I followed your directions above and see that you have already fixed the AL/IL issue. Thank you. 

(8:09:07pm)Josh:Can you please remove the charge of $14.99 for SiteLock Basic that I never selected (and actually opted out of) and refund the money to my credit card? 

(8:10:26pm)Xavier N.:Sure I will be happy to. 

(8:10:39pm)Josh:Thank you! 

(8:14:22pm)Xavier N.:You;re welcome. 

(8:15:31pm)Josh:When can I expect to see an adjusted/corrected invoice appear on the website? 

(8:16:05pm)Xavier N.:I am seeing to correct this for you. 

(8:19:49pm)Xavier N.:THanks for holding we are going to escalate this for final removal of sitelock for you. 

(8:20:36pm)Xavier N.: Thank you for your patience. I submitted a ticket for you and escalated this issue to an administrator. Please check your email for a copy of this ticket. Also, please verify the information I sent is true and consistent with what you want. This will ensure a quick and accurate solution. (If you feel anything is missing, I am glad to note it for you. If you want to provide more information later, you may reply directly to the email.) If you do not receive this email, it means that the submission did not go through. Your ticket number is: MHN-21183763 

(8:21:45pm)Josh:I see the email, and the ticket looks correct. I also want to ensure that I will not be charged for SiteLock after it is removed. Is that correct? 

(8:22:03pm)Josh:I also see that I received the "Welcome Email" with the login details. Thank you! 

(8:24:04pm)Xavier N.:You;re welcome and I confirm you will not be charged sitelock. 

(8:24:25pm)Josh:Thank you. You have resolved all my issues today! 

(8:24:31pm)Josh:Have a good night! 

T-Mobile (part 3)

After yesterday's chat, I had not yet gotten an email (and yes, I did even white-list their T-Mobile address as asked). So here's the final resolution: 

Please wait while we find an agent to assist you...

You have been connected to May S.

Josh: I put in a request for a SIM unlock code yesterday and would like to get that code today.

May S:  Hi Joshua! Welcome to T-Mobile Live Chat. My name is May S. and my Rep ID is *******. I will be assisting you today. We would like to apologize for any delay, but the process usuallt takes for about 24 hours and once we have the code, you should receive an email from our SIM unlock team. Do you have any other questions at the moment?

May S:  Are you still there?

Josh:  Yes, I am here.

Josh:  It has been more than 24 hours and I have not received any email.

Josh:  Can you check the status for me? I have a reference number [Redacted]

May S:  Yes, I can do that. By the way, may I have the password on your account please?

Josh:  Yes, of course. [Redacted]

May S:  Thank you, Joshua. One moment please.

May S:  Thank you for waiting, Joshua. I have the email that was sent by our SIm unlock team, it's possible that the email was blocked by your e-mail service provide. I apologize but I cannot send it via email, I can just paste the information on this session. Would that be okay?

Josh:  Yes, that would be wonderful. Thank you!

May S:  You're welcome. You may just follow the steps below: Unlock Request ID= [Redacted]
IMEI= [Redacted]
Code = [Redacted]

Email sent to Requestor at 10/16/2012 7:25:12 AM 
-------------------------------------------------------------------------------------------------------- 
Thank you for taking the time to contact T-Mobile. Below you will see the Instructions for unlocking your HTC device. 

1. Insert the foreign SIM card 
2. Power on the device and the display should read "Please input unlock code" 
3. Enter the unlock code and the device should display "Phone is unlocked." 
4. Allow the phone to scan the network (or manually click on the antenna icon to do this)

May S:  It is very important that the instructions and SIM unlock code are entered correctly as listed. If you receive an error message while performing the instructions do not make any further attempts to unlock the handset. Please be aware that if an excessive amount of incorrect attempts are made, the phone will be permanently locked. You will need to verify the IMEI by pressing *#06# and contact Customer Care for support. Is there anything else that you need an assistance with?

Josh:  Perfect. Thank you!

May S:  You're welcomem, Joshua! Thank you for choosing T-mobile Live Chat. It's been a pleasure assisting you today! Have a nice day!

Josh:  You too!

T-Mobile (take 2)

Here is a chat I had with a T-Mobile representative. I had called previously to request an Unlock code for my old T-Mobile smartphone, an HTC HD2. (That was before I began contributing to this blog, so there's no 'Part 1.') They put in the request, and I was told I needed to call back to retrieve it. The following is the interaction I had with their chat representative.

Please wait while we find an agent to assist you...

You have been connected to Leah D.

Josh: I requested an Unlock Code last week, and need to retrieve it. Can you assist?

Leah D:  Hi good morning Mr. S----, welcome to T-Mobile Live Chat. I'm Leah, my Rep ID is ******, because your satisfaction is extremely important to us, I want to ensure that I am addressing any concerns you may have with your unlock code and I can certainly help you check that on my end. May I confirm if this is for line 5048 please/

Josh:  That is correct. However, it's for an OLD phone that I no longer use.

Leah D:  Thank you so much. I fully understand and kindly give me a few moments to review your records.

Josh:  I have a reference number if that will help

Leah D:  Thank you for waiting, yes please?

Josh:  [redacted]

Leah D:  Perfect! Let me go ahead and verify the status please bear with me for a moment.

Leah D:  To better assist you, can you please provide me the password listed on your account?

Josh:  [redacted]

Leah D:  That is correct and thank you.

Leah D:  Unfortunately, we are unable to provide the unlock code at this time. After review of the account we have determined that the device is not in use with the corresponding mobile number. T-Mobile policies and procedures state that the device must be in use on the mobile number requesting the unlock code. If this is a new device please allow 3-4 business days prior to submitting a new request to allow your usage to update in our system. May I have your phone's IMEI? You can find out the 15-digit IMEI to the phone by dialing *#06# on the phone, or checking under the battery.

Josh:  Right, it's an OLD phone that I no longer use, and I would like to unlock so I can sell it. It does not currently have a SIM in it.

Josh:  Are you saying that I need to replace the SIM chip and let the phone register on the network in order to get an unlock code?

Leah D:  I truly understand. However, there are requirements that needs to be met in order for us to process an unlock code.

Josh:  I understand that you have requirements. I am asking what they are.

Leah D:  I would like to check the IMEI number please? In that way I can provide the best resolution to it.

Josh:  IMEI is ***********2737 (the 2 is blurred, so it might be a different number)

Leah D:  I can understand. Can you try to locate the correct IMEI number by dialing *#06#?

Josh:  Without a SIM in the phone, it doesn't allow me to dial * or #. I'll take the SIM from my current phone and place it in the old one.

Josh:  Hang on a minute

Josh:  ***********8737 01

Leah D:  Thank you so much. Kindly give me a moment to check if we have this number on file please.

Leah D:  I am still checking your phone's serial number, please bear with me for another moment.

Leah D:  I am still here.

Josh:  So am I.

Leah D:  And I do appreciate your patience for I need to make sure of this.

Leah D:  Is this your HTC HD2 phone?

Josh:  Yes

Leah D:  Thank you. Okay, looks like I can go ahead with the unlock request. The next steps in the process are a little long, but you can e-mail this chat to yourself with the "Print/E-mail" button and review it later.

Please be advised that T-Mobile cannot guarantee a response time or an unlock code for all equipment. The T-Mobile SIM Unlock Team will handle this request once I've filed it. It can take up to 14 days to receive the information from a manufacturer. SIM unlock codes are not always available for every device, but T-Mobile contacts the manufacturer if necessary to obtain the information. If the SIM Unlock Team and the manufacturer’s database cannot provide an unlock code, the device may need to be exchanged or upgraded in order to receive an unlock code. The T-Mobile SIM Unlock Team will e-mail you when the request is completed, denied, or delayed.

If we are able to complete your request, the SIM Unlock Team will e-mail you the SIM unlock code and instructions for unlocking the device to the e-mail address you have provided. In the event the e-mail is deleted, corrupted or lost, or if you have any difficulty following the instructions in the e-mail, we have a copy sent to the memos on your account. As such, they will remain available so that we we can assist you further.

Please be aware that your e-mail service may block the e-mail. To prevent the e-mail from being blocked, please be sure to allow e-mails from:

E-mail: donotreply@t-mobile.com
First name: ARSystem
Last name: Notify

You can also find more information on a SIM unlock code by going to http://support.t-mobile.com/doc/tm51885.xml or by searching for "SIM unlock" or "unlock" on www.t-mobile.com.

Can you please provide me an e-mail address and a callback number for us to get in touched with?

Josh:  Email is [redacted]

Josh:  Callback number is [redacted].

Josh:  Those should both be on file as my contact information.

Leah D:  The main reason I asked for the correct IMEI number, will resolve this request. Thank you so much. One moment, please.

Leah D:  Please bear with me for another moment.

Leah D:  Unlock Request #[redacted] has been submitted for processing. The request will be processed within 24 hours. Please be advised if the unlock code is unavailable in our database it can take up to 14 days to receive a response from the manufacturer. This will now provide you a correct code. Have I fully resolved your issue today?

Josh:  Yes. I guess so.

Leah D:  I’m glad we were able to take care of that for you and I truly appreciate it, Mr. S****. Thank you for contacting T-Mobile Chat, and thanks for being part of our family. Have a great day!

Charter Customer Service

This is a chat I had with Charter Communications when I was unable to reach a specific domain

Dan, you are currently number 1 in the queue... Thank you for your patience!...
You have been connected to Juvy.

Juvy:  Hello, Dan! It's a great day here at Charter Communications! I am Juvy. How can I make you smile today?

Dan:  Hi Juvy, I'm unable to reach this web address: http://developer.lgmobile.com

Juvy:  That is bad news.

Juvy:  Can you try adding an s to http?

Juvy:  Try https://developer.lgmobile.com

The agent is sending you to https://developer.lgmobile.com.

Juvy:  Please click on that link.

Juvy:  Does it work, Dan?

Dan:  no, unfortunately not

Juvy:  What is the error message?

Dan:  I have performed a tracert and have the results for you if that would help

Juvy:  Thank you for the information, Dan.

Juvy:  What is the error message?

Dan:  The error message is "This webpage is unavailable"

Juvy:  Let me please ping the site, Dan.

Juvy:  It is not returning any results.

Juvy:  Have you tried it from another browser?

Dan:  yes

Juvy:  Can you try releasing and renewing your IP address?

Dan:  I've already tried that as well

Dan:  it's been this way for a few days now

Juvy:  Do you have another error message aside from that?

Dan:  I have the results of a tracert, may i send that to you?

Juvy:  Let me please check your traceroute result, Dan.

Juvy:  I was about to ask you.

Juvy:  Thank you.

Dan:  There isn't enough room to paste all of it here, so I will just show you where the problem is:

Dan:  12 23 ms 23 ms 24 ms bbr01gnvlsc-bue-1.gnvl.sc.charter.com [96.34.0.43]
13 28 ms 28 ms 28 ms chr-edge-02.inet.qwest.net [63.148.64.145]
14 * * * Request timed out.
15 100 ms 99 ms 97 ms 211.40.6.57

Juvy:  Thank you .

Juvy:  That is a business site, right?

Dan:  yes, I believe so

Juvy:  What firewall do you have?

Dan:  it's LG mobile's site

Juvy:  Thank you.

Juvy:  What firewall do you have, Dan?

Dan:  I have the normal windows firewall on my computer

Juvy:  Can you please try disabling it first then try to access the said site?

Juvy:  How is it going, Dan?

Dan:  I've disabled the firewall, but that didn't help

Juvy:  Thank you.

Dan:  according to the tracert it appears the error is occurring outside of my home network

Juvy:  You are correct.

Juvy:  I suspect the said site is currently down.

Juvy:  Have you tried calling LG office?

Dan:  The site is reachable from other networks. can you access the site?

Juvy:  No, I can't.

Dan:  http://www.isup.me/developer.lgmobile.com

Juvy:  Charter may be blocking the said IP.

Dan:  is there an email address that I can send my tracert in order to help charter figure out the problem?

Juvy:  I am so sorry but I cannot receive emails from customers. Dan, it would be best of you call us and ask if this site is being blocked by our security system.

Juvy:  The number to call is 1-888-438-2427.

Juvy:  I do not have the tools to check on that.

Dan:  Explaining the situation over the phone is quite difficult. Can you create a ticket for me with your tech support?

Juvy:  Sure, I can.

Juvy:  I have a better way to help resolve this issue, Dan.

Juvy:  May I please transfer you to a supervisor so they cn make a request to our Dispatch Team to check on this connectivity issue?

Dan:  sure thank you

Juvy:  You are welcome, Dan.

Juvy:  Thank you for helping me resolve your issue.

Juvy:  Are there other concerns before I do that?

Dan:  here is a document that shows the whole tracert:

Dan:  http://bit.ly/X5y8bj

Dan:  no concerns, I just want to make sure Charter is aware of the problem on their network

Juvy:  Thank you for providing me th result, Dan.

Juvy:  I am so sorry for the inconvenience.

Juvy:  Please stay online.

Dan:  ok, thank you

Juvy:  I am taking notes on this.

Juvy:  You are welcome!

Juvy has left the session.

Please wait while we find an Advisor to assist you...
All agents are currently busy. Please stand by.
All agents are currently busy. Please stand by.
You have been connected to Tim.

Tim:  Hi, my name is Tim. Welcome to Charter's Live Online Chat! May I please have a few minutes to review the chat notes?

Dan:  Yes, please do. Thank you

Tim:  Thank you Dan.

Dan:  Sure thing

Tim:  Okay Dan, I read this. How can I help you?

Dan:  I'm unable to reach developer.lgmobile.com and I wanted to make sure Charter was aware of the issue so they could resolve it

Dan:  The domain is accessible from other networks: http://www.isup.me/developer.lgmobile.com

Tim:  Thank you. I apologize for the transfer to me Dan. To have this reported, I will need you to get to an Internet specialist.

Tim has left the session.
Please wait while we find an Advisor to assist you...
You have been connected to Geno.

Geno:  Hi Dan. This is Geno from Charter Technical Support. Let me read your chat session with the previous agent so I can address your concern better.

Dan:  Yes, please do. Thank you

Geno:  You're welcome.

Geno:  Thank you for bringing this up to our attention, Dan.

Dan:  You're welcome. Is it a problem you can resolve?

Geno:  Is this the only website you are having problems with?

Dan:  Yes

Geno:  Okay. Are you able to access the website on other computer?

Dan:  No other computer from my home, but I'm able to access it from my phone and computers not on Charter's network in my area.

Dan:  As you can see here the domain is accessible from other networks: http://www.isup.me/developer.lgmobile.com

Dan:  Are you able to access the domain?

Geno:  Can you please give me a couple of minutes to try?

Dan:  sure

Geno:  I am not able to access the domain.

Dan:  As stated above I performed a tracert that seems to show where the problem is occuring: http://bit.ly/X5y8bj

Geno:  Okay. Unfortunately, I am not able to open the link you provided.

Dan:  Are you receiving an error?

Geno:  Yes, but the error is with in my end. I am not able to open links like that.

Dan:  What does the error say?

Geno:  My browser has a restriction, Dan. It says "Access Denied" because I am not able to open inks like that. Like what I have said, my browser has a restriction and unable to access other sites.

Dan:  Maybe this link will work better, it goes directly to the document:

Dan:  https://docs.google.com/document/d/1ZvmqvXEJQ0MbFULVWVRO33vjjh82miM6Os-izcmitUQ/edit

Geno:  I am still not able to open the link. Please don't worry, if I am not able to access it.

Geno:  What error message you get when you try to access the link?

Dan:  The error message is "This webpage is unavailable"

Geno:  I believe the site is down. Please try to access it after 24hours.

Dan:  The site is not down, it is accessible from other networks as you can see here:

Dan:  http://www.isup.me/developer.lgmobile.com

Dan:  It is only a problem on Charter's network. Is it possible for you to create a ticket about this issue?

Geno:  Yes, sure.

Geno:  I will also place a note on the account about this.

Dan:  Please include this in your ticket if you don't mind:Unable to reach developer.lgmobile.com from Charter's network
Link to tracert: http://bit.ly/X5y8bj

Geno:  Yes, of course.

Dan:  is it possible for me to be notified by email of progress on this ticket?

Geno:  Yes, of course. I will set [redacted] as your contact email address.

Dan:  Thank you. Is it also possible to have a record of this chat sent to my email address?

Geno:  Unfortunately, I am not able to send a you a copy of this chat.

Dan:  Ok

Geno:  Is there anything else that I can assist you?

Dan:  No thank you

Dan:  Have a nice day

Geno:  You're welcome.

Geno:  You are a very wonderful customer. I had a great time chatting with you.

Geno:  I hope I made you smile.

Geno:  All your comments are greatly appreciated.

Geno:  As a reminder, we will send notifications about the changes on your account at [redacted]. Thank you for choosing Charter Communications.
If you have further questions, please chat with us again. Our Chat Support is now available 24x7 or visit http://ask.charter.com/index.jsp for frequently asked questions regarding your service. You can also reach us at 1-888-4382427. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended.

JVC Camera Repair - Precision Camera

This is a chat with Precision Camera regarding the repair of a JVC camera.


Chat Duration: 59m

info: Please wait for a site operator to respond.
info: You are now chatting with 'Denise'

Denise: Hello Dan, Please hold while I check your status.

Dan: Hi Denise, thanks

Denise: We do have the repair cost of $90.95 would you like to approve that amount Dan?

Dan: The repair should be covered under the warranty.

Denise: To repair this under the manufacturer warranty we would need the purchase receipt. Do you have that available to either email or fax that to me?

Dan: I included it with the camera.

Dan: It was rubber-banded around the camera along with a copy of my conversation with the JVC customer service rep and my contact information.

Denise: The product description on the proof of purchase is "Everio HD Camcorder w/40x Opt". What we received is model GZ-HM30AU.

Dan: Yes, that's the model number for that camera.

Dan: Here's a link that shows the item: http://tech.woot.com/offers/jvc-everio-hd-camcorder-w-40x-opt-1

Dan: Are you still there?

Denise: Yes, please hold

Dan: Ok, thank you.

Denise: I am still holding for a response, thank you for your patience.

Dan: Ok, thank you.

Dan: If it helps, I registered the camera with JVC on September 18th, 2012

Denise: Dan, That receipt is no acceptable according to our guidelines with JVC. We would need the model of GZ-HM30AU on the proof of purchase.

Dan: The camera's serial number is registered with JVC. Have you checked with them?

Dan: I also have the shipping confirmation from the retailer that includes my order number and the camera's information, where can I forward the email?

Denise: Please contact JVC directly, their phone is 800-537-5722 or 800-252-5722. We have guidelines from JVC and we MUST have the model on the proof of purchase.

Denise: Yes, if you have a store name a model number and a date of purchase that you can forward that would be acceptable.

Dan: Ok, what email address may I send it to?

Denise: [redacted] pls put the tag number on the subject line.

Dan: Ok, I sent the email

Dan: The date, model number, description, retailer name and order number are all included.

Denise: I did receive it please hold for one more moment, thank you.

Dan: Ok, thank you.

Denise: We need the invoice that would have shipped with the unit, showing the DOP, (ate of purchase) and the DOLLAR AMOUNT and item description

Dan: You already have that invoice.

Dan: I included it with the camera.

Dan: If you don't have it with you, I can forward that email as well.

Denise: please do, we are now checking with the registration department.

Dan: Ok, just a moment.

Dan: I sent it.

Denise: Please hold.

Denise: Dan, yes that is finally acceptable thank you very much. Just a reminder that this unit has a 30 day full warranty and 90 day parts.... nothing after 3 months for JVC refurbished units.

Denise:

Dan: Yes

Dan: Thank you for your help sorting this out.

Denise: Thank you Dan. It should complete in approximately 10-14 business days. Please feel free to call or chatagain :)

Dan: Ok, and since it's been less than 30 days, both parts and labor are covered correct?

Denise: correct. I will keep an eye on the repair for you and contact you if there are any issues that arise.

Dan: Thank you Denise. Have a good day

Denise: You also.

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Dan: Goodbye