Wednesday, August 08, 2007

Customer Service Re-Visited

Well, the Love Affair with my Cable DVR hit a bump in the road. Seems she likes to take frequent breaks during the day. A lot of the programs I set to record don't get recorded as a result. I decided to try Comcast's Online Tech Support since being on hold online is a little less restrictive than sitting on the phone. It's an online chat room, pretty much.

The times were posted with each message. Make note:




23:26:40: clocked into Comcast Visual Chat
user James_ has entered room

James(Wed Aug 8 23:27:48 EDT 2007)>I have the Scientific Atlanta 8300HD. At least once a day, sometimes more, the box will click, shut down, and go into re-boot mode. It will then be offline for 10-20 minutes until it reboots.

analyst Madilyn.4814 has entered room


Madilyn.4814(Wed Aug 8 23:35:02 EDT 2007)>Hello James_, Thank you for contacting Comcast Live Chat Support. My name is Madilyn.4814. Please give me one moment to review your information.


Madilyn.4814(Wed Aug 8 23:35:04 EDT 2007)>I’d be happy to assist you this evening!

James_(Wed Aug 8 23:35:16 EDT 2007)>thanks

Madilyn.4814(Wed Aug 8 23:36:09 EDT 2007)>Please hold. I am working on your issue.

Madilyn.4814(Wed Aug 8 23:37:37 EDT 2007)>Please hold. I am working on your issue.

Please stop typing that and work on the issue, k? Thanksssss

Madilyn.4814(Wed Aug 8 23:39:12 EDT 2007)>Thank you for holding, James. For security reasons, please provide your Comcast account number listed on your monthly statement.

James_(Wed Aug 8 23:40:32 EDT 2007)> XXXXX XXXXXX-XX (sorry, not givin' my number out here)

Madilyn.4814(Wed Aug 8 23:40:45 EDT 2007)>What is your unit number, James?

Takes me a minute to get across the room to look at the cable box...handicapped, ya know how it is...

James_(Wed Aug 8 23:41:03 EDT 2007)>Scientific Atlanta 8300HD

Madilyn.4814(Wed Aug 8 23:41:20 EDT 2007)>Thank you.

Madilyn.4814(Wed Aug 8 23:41:50 EDT 2007)>I meant your address unit number, James. Sorry if I wasn't clear.

Isn't it funny when something makes you spit your drink out?

James_(Wed Aug 8 23:42:18 EDT 2007)>100 Stupid Street, Idiot USA (can't publish my address, right?)

Madilyn.4814(Wed Aug 8 23:43:59 EDT 2007)>Thank you.

10 minutes in...we both know my address, ahem, unit, number.

Madilyn.4814(Wed Aug 8 23:44:00 EDT 2007)>Please hold. I am working on your issue.

Madilyn.4814(Wed Aug 8 23:45:52 EDT 2007)>James, thank you for your patience.

Madilyn.4814(Wed Aug 8 23:46:57 EDT 2007)>Have you disconnected the box for a few minutes or had a signal sent to the box to reset it?

Gulp--NO! Crawl across the room...

James_(Wed Aug 8 23:47:13 EDT 2007)>I have disconnected it

15 seconds...not bad...I didn't actually have to make it all the way to the box. I just flipped the wall switch to power everything down

Madilyn.4814(Wed Aug 8 23:48:32 EDT 2007)>Can you plug it back in for me, please?

SH*T! Crawl crawl crawl...

Madilyn.4814(Wed Aug 8 23:48:46 EDT 2007)>Please provide the last 4 digits of your box serial number. It will be on a label at the bottom or back of the box.


Madilyn.4814(Wed Aug 8 23:49:04 EDT 2007)>The serial numbe should start with an S, James?

At this point, I wanted to make sure that she wasn't asking for the last for digits of my Social Security box serial number. :)

James_(Wed Aug 8 23:49:33 EDT 2007)>one moment

DAMMIT! I just got back here! CRAWL CRAWL CRAWL. note: this now involves me crawling behind the TV unit...

James_(Wed Aug 8 23:53:38 EDT 2007)>SABPDKGTW N003577XXX

This was the number that was micro-printed on a tiny postage-stamp-size label on the unit

Only took 4 minutes. Dark back there.

LOL, also note that I gave her the whole serial number, not just the last 4 digits. Wasn't taking any chances.

James_(Wed Aug 8 23:54:10 EDT 2007)>the box has been disconnected and plugged back in

Madilyn.4814(Wed Aug 8 23:54:05 EDT 2007)>Thank you.

Madilyn.4814(Wed Aug 8 23:54:34 EDT 2007)>I am going to send a signal to it, James. Is the TV on too?

Yes. (Thank GOD for remote controls...)

James_(Wed Aug 8 23:54:41 EDT 2007)>yes

Madilyn.4814(Wed Aug 8 23:56:22 EDT 2007)>The signal went through fine. If this doesn't improve the connection, please don't hesitate to swap the box at the Comcast office or chat with us to get a technician to come and check the box out or swap it at your home.

James_(Wed Aug 8 23:57:00 EDT 2007)>thank you

Madilyn.4814(Wed Aug 8 23:57:08 EDT 2007)>You're welcome!

Madilyn.4814(Wed Aug 8 23:57:09 EDT 2007)>Do you have any other Comcast issues I can assist you with?

I resisted asking her for directions to Pittsburgh.

Just as a footnote, it's now 12:15 AM, and the cable box still hasn't come back online. :)

7 comments:

  1. Well, at least you got some exercise. :)

    ReplyDelete
  2. OMG...this cracked me up....partially because I can completely relate, and also because of how cleverly you wrote it! Thanks for the giggle...sorry for your troubles. (at least she apologized for not being clear...lol)

    Nancy

    ReplyDelete
  3. Anonymous10:17 AM

    lol at least you werent on the pone with the lady and on the computer she didnt hear you going @#%*(&%$* while you were crawling
    never heard of someone asking for a "unit number"
    haha
    ly
    princess

    ReplyDelete
  4. Wow, it's nice to know I wasn't the only one yesterday with Customer Service issues. :)

    Sorry about the DVR box though, I would have to be committed if my DVR blinked out like that...

    Shash

    ReplyDelete
  5. Jolene12:56 PM

    Sounds like a pleasant time, really!

    ReplyDelete
  6. I almost feel like ending it all just from reading this! :)

    ReplyDelete
  7. Comcast is THEEE worst as far as I'm concerned. I could go into the trouble I had with them during my last move, but - not only would it be frustrating to re-live, not to mention read - I'd have to type all night and into the morning to cover everything.

    ReplyDelete

I love comments. I won't lie about that!