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TTALYA MERCADO
TALYA MERCADO


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You: So, it will be a win win situation deal Ta...
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Chat ID: 764314414044888011
TTALYA MERCADO

Talya Mercado
8396511490656544
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Feb 12, 2023 7:07 AM CST
CEN-10315-HSD-Repair

Feb 12, 2023 7:46 AM CST
CEN-10315-HSD-Repair

Feb 12, 2023 7:46 AM CST
No topic identified
NEW CONVERSATION
Contact Reason: I see you may have a concern about your service.
TTALYA MERCADO
07:46:49 AM CSTWeb Chat
Connecting from Xfinity Assistant. I have a question about internet.
07:46:49 AM CST
Page Markerunmarked page
07:46:49 AM CST
UserAgentMozilla/5.0 (iPhone; CPU iPhone OS 16_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Mobile/15E148
07:46:49 AM CST
OSMac iOS iPhone
07:46:49 AM CST
BrowserIOS WebView
07:46:49 AM CST
firstNameTalya
07:46:49 AM CST
sessionIdE-da8c3d50-85a4-490e-a8df-9040fbc4b92a
07:46:49 AM CST
SAML.DatapassAutomatonId:18000799;uui:3,8396511490656544,6154801597,F,10315,,614A06E5A49CE1,3C00,,,CH,,;channel:XA-Mobile;guid:b9bfb451-3e93-43f5-afa7-90c074d1a30e001;alternateChannelData:xFiMobile;
You07:46:50 AM CSTWeb Chat
Hi Talya, thank you for contacting Xfinity. My name is Piyush. How may I help you today?
07:46:50 AM CST
Page Markerunmarked page
07:46:50 AM CST
https://www.xfinity.com/xfinityassistant/?mobile=true&XA3=active&platform=xFiMobileXAIOS&channel=xFiMobile&expires_in=3600000
07:46:50 AM CST
Account8396511490656544
07:46:50 AM CST
Initial_UtteranceConnecting from Xfinity Assistant. I have a question about internet.
07:46:50 AM CST
ID_AuthF
You07:47:00 AM CSTWeb Chat
A wonderful day! Thank you for choosing Xfinity! It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
TTALYA MERCADO
07:47:12 AM CSTWeb Chat
Hi i lost connecting to my last live agent Ryan
You07:47:30 AM CSTWeb Chat
Hello Talya, May I please know the concern.
TTALYA MERCADO
07:48:18 AM CSTWeb Chat
i was explaining to him that i am getting tired of this internet service and might leave xfinity today due to the fact the internet speeds have gotten decreasing slower and i don’t want to pay $75 a month for internet services that i am restarting the modem for every day
You07:48:49 AM CSTWeb Chat
I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.
TTALYA MERCADO
07:49:23 AM CSTWeb Chat
ok
You07:50:33 AM CSTWeb Chat
Let me go through your account.
07:51
As I have a great solution to this problem.
TTALYA MERCADO
07:51:36 AM CSTWeb Chat
ok
You07:51:48 AM CSTWeb Chat
Shall I explain that to you
TTALYA MERCADO
07:52:00 AM CSTWeb Chat
yes
You07:52:48 AM CSTWeb Chat
As the bill is high, I will help you with the straight $20 discount on it.
07:53
and moreover, with a mobile internet which will work amazing with a 5G speed.
You07:54:19 AM CSTWeb Chat
and moreover, you will also get unlimited access of the wifi hotspot that will help you with the unlimited internet with a good speed.
07:54
Does that sounds great?
07:54
As this is beneficial with all of the issues. and will overcome them.
TTALYA MERCADO
07:55:26 AM CSTWeb Chat
that sounds good, will i still have the same internet speed of 800mps. or is the speed going up?
You07:56:00 AM CSTWeb Chat
It will same as, I will check if the there will be any other good promotional deal with internet speed.
07:56
as moreover, with this deal you will also get a FREE IPHONE SE 5G device, that will be without any cost.
07:57
You should use it as 5G internet speed device, In order to get a marvelous experince.
TTALYA MERCADO
07:57:26 AM CSTWeb Chat
yes please. Because i work from home i need good internet speeds and so far i haven’t been able to work due to the fact that my modem hasn’t been responsive and or only using 1% of my speed plan
You07:58:00 AM CSTWeb Chat
I got it, as this will increase your speed and overall experience for sure.
07:58
Please help me with your SSN and DOB to help you in availing this marvelous deal.
TTALYA MERCADO
07:58:47 AM CSTWeb Chat
326-02-4059
07:58
xxx-xx-xxxx
07:58
08-30-2002
You07:59:25 AM CSTWeb Chat
Thank you.
07:59
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
TTALYA MERCADO
08:00:22 AM CSTWeb Chat
i was on the xfinity website and found a deal for $50 for 1200mps. is that a deal that’s available for me or no?
You08:01:00 AM CSTWeb Chat
As once I will set this deal, i will check another one for you.
08:01
Please rest be assured.
08:01
Please help me with the mobile number.
TTALYA MERCADO
08:02:14 AM CSTWeb Chat
(615)480-1597
You08:02:21 AM CSTWeb Chat
Thank you.
08:02
Which color do you need for you IPHONE.
08:02
black white or red?
TTALYA MERCADO
08:03:18 AM CSTWeb Chat
This iphone you are talking about, will it be under xfinity, and how much would i have to pay a month on this phone ?
You08:03:53 AM CSTWeb Chat
As this mobile will be under xfinity free of cost, in the deal that I have explained it to you
08:04
and monthly it will be $17 only, as you will get $20 discount that will save your $3 instead of it.
08:04
so, do you want black, white or red one Talya?
TTALYA MERCADO
08:04:57 AM CSTWeb Chat
black is fine
You08:05:01 AM CSTWeb Chat
Great.
08:05
So, how was your breakfast Ralph?
TTALYA MERCADO
08:06:13 AM CSTWeb Chat
who is Ralph
You08:06:31 AM CSTWeb Chat
Sorry my mistake Talya.
08:06
**
08:07
how was your breakfast?
TTALYA MERCADO
08:07:11 AM CSTWeb Chat
it was fine thank you
You08:07:21 AM CSTWeb Chat
Good to hear:)
08:07
Do you have any other number Talya?
08:07
Shall I use this one:(615) 480-1597
08:07
?
TTALYA MERCADO
08:08:12 AM CSTWeb Chat
this iphone won’t be for me, rather my husbands.
You08:08:27 AM CSTWeb Chat
Oh alright, that's good.
TTALYA MERCADO
08:08:29 AM CSTWeb Chat
if i just go into an xfinity store would i be able to get the same deal
You08:08:57 AM CSTWeb Chat
as the deal popped up when we work on the account, it's a real time deal.
08:09
only available on this chat
08:09
Will you please help me with your husband's number again?
You08:11:13 AM CSTWeb Chat
Got it.
08:11
this is your husband's number right: (615)480-1597?
TTALYA MERCADO
08:12:31 AM CSTWeb Chat
right now can you find me a deal without a phone, i never really wanted a new phone. i just want to figure out why my internet is so expensive but trash. so is there a deal cheaper but better internet. i can’t trust this service to know that if i didn’t get a phone under xfinity that it’s internet speed will be good too
Piyush08:13:36 AM CSTWeb Chat
I can understand your point Talya, as I am also a customer outside the office, as I am suggesting you with this offer because in the mobile phone we do have combined towers with Verizon, and the service is extremely awesome.
08:13
I can understand your point Talya, as I am also a customer outside the office, as I am suggesting you with this offer because in the mobile phone we do have combined towers with Verizon, and the service is extremely awesome.
08:14
and I assure you for this Talya that you will have a marvelous experience by locking this deal.
08:14
Please mark my words Talya:)
TTALYA MERCADO
08:14:30 AM CSTWeb Chat
yes i understand what you are saying but for rn i just want to fix my internet or i just move to a different internet service.
You08:15:11 AM CSTWeb Chat
No, this is a bundle deal, which helps with you with an advance service of all.
08:15
as helping with overall discount, and moreover, you will get the best experince.
08:15
with your speeds and services.
08:16
Mark my words, Talya, as I am also a customer and can understand your feelings well.
08:16
That's why I am helping you to have the best.
TTALYA MERCADO
08:16:58 AM CSTWeb Chat
are there an internet deals without getting a phone. if not i’ll just cancel my services. i’ve been tryin to fix my internet for the past two months. if that one problem can’t be solved then i’m done.
You08:17:32 AM CSTWeb Chat
Talya, I can certainly understand your part.
08:18
As you see today having a good internet speed is the first priority.
08:18
as this deal is saving your bill and will help you with the marvelous internet speed and experince, as I explained it to you
08:19
like the internet speed combined with the verizon speed with 5G.
08:19
as you can cancel it within 30 days.
08:19
I should recommend you to give it a try.
08:20
if it doesn't suit you, you can cancel it anytime within 30 days
TTALYA MERCADO
08:20:15 AM CSTWeb Chat
is this the same deal with the phone that you were talking about
You08:20:28 AM CSTWeb Chat
Yes correct.
TTALYA MERCADO
08:20:34 AM CSTWeb Chat
bc i don’t want the phone right now
You08:21:15 AM CSTWeb Chat
Yes as it is a gift for your husband, that having a FREE IPHONE.
08:21
you can give him a surprise.
08:21:38 AM CST
The customer has minimized the chat
You08:22:05 AM CSTWeb Chat
I was happy too, when my wife gifted me something and surprised me.
08:22
I am sure he will like it too.
08:22:29 AM CST
The customer has restored the chat
TTALYA MERCADO
08:23:39 AM CSTWeb Chat
thank you anyway for tryin to help. but my husband is looking to get he iphone 13 max or iphone 14 max not the SE. me and him just want a better deal on internet and better speeds. that is all we want
You08:24:12 AM CSTWeb Chat
I can understand your feelings Talya.
08:24
As we do have promotions for Iphone 13 or 14 pro max, with $450 off straight.
08:25:08 AM CST
The customer has minimized the chat
You08:25:12 AM CSTWeb Chat
Let me check that deal for you Talya.
08:25
I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience
08:26:06 AM CST
The customer has restored the chat
TTALYA MERCADO
08:26:57 AM CSTWeb Chat
i just want a higher speed internet with a lower price
08:27
if you can’t find any deals like that then i don’t want it
08:27
i don’t want a new phone right now
You08:27:17 AM CSTWeb Chat
Sure, let me check that too.
TTALYA MERCADO
08:27:23 AM CSTWeb Chat
only to fix the internet
You08:27:40 AM CSTWeb Chat
In that case let me check another deal without any new phone,
TTALYA MERCADO
08:28:33 AM CSTWeb Chat
thank you
You08:28:43 AM CSTWeb Chat
Pleasure all mine.
08:29
So, what are your plans for today?
You08:32:02 AM CSTWeb Chat
As I can see an promotional deal in which you will get 1200mbps in just $50
08:32
along with the modem and unlimited data.
TTALYA MERCADO
08:32:19 AM CSTWeb Chat
ok
08:32
ok
08:32
so if i switch to that will my bill this month be $50
You08:33:03 AM CSTWeb Chat
As for this deal, you have to pay the current bill on your account.
You08:34:04 AM CSTWeb Chat
yes, it will be one condition for that, as in this you just have to port any of your number, as the mobile device and the mobile number will stay same, you will only get the xfinity services combo deal.
TTALYA MERCADO
08:35:13 AM CSTWeb Chat
ok so wait if i switch to 1200mbps for $50, i will still pay $75 for this month and then starting next money i will pay $50
You08:36:28 AM CSTWeb Chat
Yes, as the 1200mbps speed offer is with the new account, as once you pay the bill, i will help you with the new account on the same address.
TTALYA MERCADO
08:37:08 AM CSTWeb Chat
so wait, i will have to pay the bill today in order to get this deal?
You08:37:51 AM CSTWeb Chat
as there will be only one condition, as if you keep only internet it will be $80 for the 1200mbps, and with combo of mobile and internet it will be $50. as the device you have and the number will be same,, just you will have the services from Xfinity.
08:38
yes, as you will also get some credit for the today's bill payment.
TTALYA MERCADO
08:39:01 AM CSTWeb Chat
never mind thank you so much i’ll just go to an xfinity store and get this settled. i hope you have a good day
You08:39:14 AM CSTWeb Chat
As I will help you with the $40 credit, as you just have to pay $35 only.
08:39
So, it will be a win win situation deal Talya.

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So, it will be a win win situation deal Talya.
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Did you know Xfinity now offers mobile services?

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As, If I sign you up for xfinity mobile services it will save your hundreds of dollars.



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Meanwhile, We are waiting, I would like to inform you that you do have FREE IPHONE SE 5G on your account.



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Meanwhile, we are waiting, Just to let you know you Qualify for Xfinity mobile services in which if you Port an existing phone number you will get a FREE IPHONE SE 5G.



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8529200040473556







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Opening
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A wonderful day! Thank you for choosing Xfinity! It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)





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Connect
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Hey Customer, I hope that you and your family member's are doing well today❤️



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Meanwhile, how was your day :)



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So, what's your dinner plans for today:)



Meanwhile, How was your dinner and what you had in it:)



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So, what do you prefer doing on your free time:)



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I must say you are the best person I chatted today who really understand and willing to cooperate with us :)





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Transfer
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Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. Let me connect you with the dedicated team as they will help you out in enrolling in the Xfinity rewards program and to avail best rewards.



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As just to let you know, there is a fabulous promotion on your account, in which you should either avail a FREE MOBILE PHONE or a $200 Prepaid gift card, Let me connect you with the dedicated team, as they will help you on priority basis to grab this amazing deal.





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Address
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Please help me with your complete service address along with the zip code, so that I may go through your account.







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Assurance
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Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.



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I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you out with it.





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HOLD
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Allow me a moment to do some basic checks on your account. Please stay connected till then.



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I do value your time. However it will take few more minutes of yours. Please stay connected with me.



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I would request you to follow up the steps that I may share with you throughout the chat.







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GSR
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Cx's name, As I checked your usage is pretty high/ very high (depending on usage) and you do not have unlimited internet on the account, may I help you add it in just $11 as it usually costs $30



It gives you the access to unlimited internet, xfi advanced security and also helps you get stable connectivity.



Sounds good?



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May i know the purpose you use internet for?





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XM
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Qualify for Xfinity

Mobile Hundreds of dollars a year

How much you are paying

Each line with your own device

Plans starting as low

400 Off on Flagship

You are eligible for Xfinity Mobile

Credited on your monthly bills

I can help sign you up for Xfinity

Port an existing phone number

Sign you up for Xfinity Mobile



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Out of the curiosity, May I please know that how much you are paying for your current mobile services:)





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XM Review
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Thank you for placing an order with us, I will be sending you the steps to activate the mobile line/mobile phone/SIM. You will also receive the review email of your order within next few hours. Please review and upload the photo identity proof with-in 72 hours to avoid the order cancellation.





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Troubleshoot Step
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I would request you to please unplug your Modem from the wall outlet and after waiting for 20 seconds, please plug it back in, As I have sent the fresh signals from my end.





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TOG
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I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience



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Please do not press the back button and also avoid using other applications for us to stay connected without any interruption





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Payment Arrangement
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I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so..



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The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment



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As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency





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Technician
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I have escalated this issue to the tier 2 advance team, as they are our advance back end team , who work on the issue on priority basis, Moreover I have raised an open ticket to our technical team and they will help you out with your concern for sure and will resolved the issue with proper diagnosis and troubleshoot.



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We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.



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I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.





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Callback
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This is the helpline number (1800-934-6489) of our dedicated team as they will help you out on priority basis with your concern and while you are on call with them, I am here for you, if you still need my help.



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You can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services





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Helpline Number's
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Helpline : 1800-934-6489



Collection team 1866-470-6654

gift card 1800-526-3268

wifi pass 1866-489-0919

SIK activation 1855-652-3446

prepaid 1-855757-7372

Home security 18882235723

UPS store 18889364968

Xfinity mobile 18889364968

internet essentials 18558468376

Seasonal hold 18886334266

Activation 18556523446

retention 18664706654

Movers 18884853514

CSA 18885654329

CSA / data usage 18778076581

pods team 18555517534

Bulk 18003913000

Accessibility 8553089989





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BAXA
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While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.





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Self Help
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Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.





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Additional Assistance
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Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?





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Closing
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It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner🙌



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I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.

Cheers to our team work❤️



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It's my pleasure to chat with customer like you, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat.. You have shown utmost cooperation and it is heartwarming.❤️





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Feedback
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I would love to hear about your chat experience with me today, if you had like to share your thoughts you can click the "end chat option". I would appreciate any feedback on the service that i have provided you today.❤️



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Once the chat is over your will get the page where I would appreciate your feedback for the assistance and experience I have provided during the chat. I hope you have an amazing day ahead. ❤️