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. :)


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

  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


  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"

  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...


  5. Jolene12:56 PM

    Sounds like a pleasant time, really!

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

  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.


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