[ale] [OT] comcast blues/meltdown

[Bob Toxen]

I suspect that those surveys from lousy companies after a bad experience
is just to make you THINK they care and that nobody actually reads them.

Bob Toxen
bob at verysecurelinux.com               [Please use for email to me]
http://www.verysecurelinux.com        [Network&Linux security consulting]
http://www.realworldlinuxsecurity.com [My book:"Real World Linux Security 2/e"]

On Fri, Aug 01, 2014 at 10:14:49PM -0400, Scott Castaline wrote:
> We had some minor problem with Comcast here in Gwinnett and my wife
> was not very happy with the results of the customer non-support on
> the phone. A little later she gets a call that was a survey on
> customer satisfaction with the recent support call. She basically
> gave the tech all lowest scores (1 was the worst) and in the comment
> part of the survey said that she felt the tech was not competent and
> was unable to resolve the problem. Five minutes later we get a call
> from some Customer Service Manager very apologetic and she resolved
> the problem and cut back the price of package. When my wife hung up
> she and I just stared at each other with a WTF just happened. I'm
> not sure if that was just an area thing as since then we've had good
> results with Customer Service and still get the survey calls right
> after.
> 
> Scott C.
> 
> On 08/01/2014 08:27 PM, Scott McBrien wrote:
> >They have a corporate 800 line for Philly that they'll refer you to when you're having a terrible experience.  I don't remember if I wrote them a complaint email or called their corporate office to get it.
> >
> >-Scott
> >
> >>On Aug 1, 2014, at 5:40 PM, Sean Kilpatrick <kilpatms at gmail.com> wrote:
> >>
> >>Does anyone here know of a contact person within the local Comcast
> >>disaster who actually understands how the system works?
> >>
> >>First the comcast billing computer hiccupped and failed to ding the credit
> >>card for May and June -- when we were out of down. Then it hit the account
> >>for non-payment fees.  I was not amused.  Finally got that mess
> >>straightened out.  Then one of the Hi-def cable boxes died.  Went over to
> >>the new Buckhead office and picked up a replacement.  That box would not
> >>accept the hookup signal from Comcast.  Got a techie to come out (4.5
> >>hours late) who poked around for a few minutes and then told me the
> >>problem wasn't with the box or any of the equipment in the house.  The
> >>problem was with Comcast's billing computer, which wasn't letting the Hi-
> >>def signal through to the new box because there was nothing on the billing
> >>statement to signify I was paying for  hi-def service.  WTF!  We have been
> >>receiving the hi-def signal since we moved into the condo as it is part of
> >>the contract the condo has with Comcast -- or at least that's what I
> >>thought.  As soon as the techie replaced the unworkable hi-def box with a
> >>"regular" cable box, the signal was there.
> >>So I went back out to the Comcast office in Buckhead and insisted on talking
> >>to the office manager -- who had NO CLUE what I was talking about.  Her first
> >>thought was to install a signal booster!  I didn't bother to point out
> >>that signal strength is the FIRST thing the techie  checks. Said she would
> >>contact someone further up the technical side and have them call me.
> >>
> >>
> >>Didn't happen.
> >>
> >>I'm hoping against hope that somewhere within the local comcast
> >>clusterfuck there is someone (I just need one!) who understands the
> >>underlying problem.
> >>
> >>Does anyone here know if such a person actually exists?
> >>
> >>Sean
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