I think so – but at this point, I won’t hold my breath. Many of you dont care – and you don’t have to read – sorry – but I have gotten a lot of email, comments, etc… people want to know if I win my battle with the blundering media giant. I pray this will be my last update on this subject…
When the technician left the on Saturday, I checked a few channels to see if they worked. They did… Cool. I didn’t check my percieved channel listing and compare it to the TV. Who does that? (I do now).
Today, I go to watch some TV at lunch and cant get to channel 44… or 46… or any thing above 26. You can imagine my reaction. I am back on the warpath. I start contacting people at comcast in every way known to man. Email, phone, internet, blog, twitter, chat… (all at once). The tech that was here the other day calls me and tells me you are supposed to only have those channels. That’s not what I was told. That’s not what I saw on the web. My wife can verify that.
Well… being a bit OCD… I freak out and continue to annoy comcast. Help isnt coming (I mean, it isnt fixed yet and my obession grows… ) Hearing what the tech had said I say to myself – what am I supposed to get. I search, I research… but I keep finding I get “all” the channels. That cant be right. (This is where the geek in me comes out). When you go to Comcast and click on the “Channel Lineup” button, a string is passed to the next web page. Based on that string – you get the appropriate channe line up. EVERY PACKAGE ON THE PAGE … except “Limited Basic” works properly. You see, they pass “Limited Basic Cable” instead of “Limited Basic” to the next page. Since that string isn’t recognized – it fails and gives me false information. Yes – computers are a addiction, a sickness and obsession sometimes. It haunts me at times, but coming to the reality that the second chapter of this saga was caused by a mis-understanding perpetuated by a website – I was at least able accept the circumstances.
The rest of the story is a bit happier. The tech had dispatched a person to come to the house and fix it. At the same time, I was on the call with Comcast sorting out the whole ordeal and learning about special packages… etc.. I was not home… but Sarah called me. I told her not to let that comcast person leave! I frantically called comcast and got the workorders sorted out. I now have all the channels I wanted. I have OnDemand, I have internet and I am poised to cancel my phone service in a short time.
The maddening thing about this all… at the end of all this, I told the woman at the executive office how to reproduce the error, how to fix the error and what was going on. She tested it, she could not reproduce it… I talked her through the steps I took and she saw the error. Why did I do all that? I hate computer errors. I fix computer errors. It’s what I do… that and MAYBE I will save ONE PERSON from she shit I just went through, I will have done a good thing.
Since Comcast is in the subject, @comcastcares and @comcastBonnie probably get this. Thanks… but you shouldn’t have to be online looking for us screaming. You should fix the problem on the frontline. I like to sit down, surf the web, watch my TV and relax… maybe I can finally do that.
2 thoughts on “Is this the final Comcast chapter?”
I agree that you should not need to complain online to be heard and this should have been handled right the first time. At the same time I view online discussions as another channel that a Customer may select instead of communicating via phone or email. Ultimately we need to make sure Customer receive the right service the first time no matter what channel they decide to be serviced through. We are working to improve and your story is one that will continue to be shared because their were a number of opportunities.
Your online team is far superior to the phone, wait on hold, get the run-around system…
Comments are closed.