Before reading this post, you should take a moment to review how this mess started:
‘I value the time of others, but it appears that @XFinity_TV & @ComcastCares do not. #Service #Fail’ (http://www.tomcroom.com/?p=8305)
Wednesday’s fiasco cost me a half of day out of work spent at home waiting for a Comcast installation person that never came. Count it as three (3) hours of my life wasted waiting around and another three (3) on the phone and Internet getting it sorted out.
WASTED TIME SUBTOTAL: 6 HOURS
Let’s pick up from last night.
4:45 PM – I arrived at home early since the replacement appointment from Comcast Cable was set between 5:00 PM and 7:00 PM. The technician is already there. He was a nice guy and he reminded Shannon of the dude from the “Every Day I’m Shufflin'” song. The Cable Install Guy got to work around the house getting everything put in… Phone, Internet and a new cable box for the bedroom.
6:15 PM – This happens:
That’s right. The alarm continued to go off. Luckily, we don’t have it hooked to the phone lines so police, etc. didn’t show up. The alarm guards the house by alerting us to an intrusion and waking up all our neighbors. It’s LOUD.
Around this time Shannon gets home. We have to take Karma the Dog outside because the noise was stressing her out (see photo) and start looking for solutions since the Cable Install Guy can’t seem to figure it out.
Shannon tries the alarm’s manufacturer who stated that powering it off “should have” reset it. Obviously, that wasn’t working. The phone rep gave Shannon the phone number to a local alarm contractor. She calls them and (of course) they closed at 4:30 PM. Dead end.
Meanwhile, I went online from my cell looking for specs and information about the alarm (since, you know, the Internet in my house wasn’t installed yet.) Not much luck on the small screen, either. Another dead end.
A couple of the @ComcastCares Twitter reps halfhearted tried to “see what they could do.” That got nowhere.
I tried calling my contact at Comcast Corporate. The offices closed at 6:00 PM.
8:00 PM – The single most important employee of the Comcast XFinity TV Corporate Empire stepped in to help… @ComcastWill. I’m sure at some point this blog post will get forwarded to someone in a Comcast office showing the nightmare of customer service I have dealt with. Should that happen, it should be noted that @ComcastWill (Will Osborne) was the exception to the rule.
In short: he was awesome. Through a masterful use of conservation of characters (140 on Twitter!) and email, he took the time to understand and research the issue we were dealing with and ACTUALLY HELPED. He found the correct coding sequence to reset the alarm and and stop it from going off by using photos of the system I emailed him.
If Will’s boss ever reads this: give that man a raise. He deserves it.
9:45 PM – The Comcast Install Guy leaves. I eat cold pizza that Shannon brought home over an hour earlier. The cable isn’t completely fixed yet, though, so Comcast is scheduled to come back this morning.
NOTE: While I’m writing this – someone is here working on this.
So that’s five (5) more hours of my life from last night and I’m still not up and running with all my new Comcast services.
WASTED TIME SUBTOTAL: 11 HOURS
Which brings us to this morning. Here are the issues at hand:
- PROBLEM A: My phone will dial out, but not dial in.
- PROBLEM B: The Living Room television set will not get HD channels.
- PROBLEM C: While the alarm has been reset, it’s now stuck in “reset” mode. It won’t activate.
- PROBLEM A: solved – it was a faulty phone cable that was shorting out when you call in. I have a ton of spare parts lying around thanks to Wasabi Anime. Thus, fixed.
- PROBLEM B: solved – there is HD in the bedroom and the living room.
- PROBLEM C: Unresolved.
The supervisor was very polite and professional and explained that the alarm issue was completely out of his expertise. I will have to make phone calls on Monday to get yet another technician out here to get things working again.
WASTED TIME SUBTOTAL: 12 HOURS
So I’ve spent 12 hours of my life trying to get set up to pay Comcast for a service. The services promised have been installed as of this post: I have phone service; cable TV in two rooms; and Internet. My home (the alarm) is still not working, and won’t be for a few more days.
I can’t wait for my first bill.
The good news? I have 30 days to change my mind (and, luckily, I have not cancelled my Bellsouth account yet.) Let’s review: The Comcast Customer Guarantee to close off this post, shall we? You can find it here: http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html
From their list:
1. Good to know. I may drop you a line in a couple of weeks.
2. You weren’t on time for the appointment. As a matter of fact, I had to do the due diligence to discover what happened when no one showed.
3. You did not resolve the issue in one visit. Or two.
4. You didn’t treat my home with courtesy and respect. You messed up my alarm system.
5. Not true. The HD issue couldn’t be fixed because the Comcast people “went home at 8:00 PM.” I also tried to call Comcast Corporate to get help. They closed at 6:00 PM.
6. Not true. The package was so confusing that the Install Guy was told to bring the wrong boxes. (“Digi” instead of “HD” or something.) I can’t wait until I try and decipher the bill I’m sent.
7. I’ll have to do research on this one, if only to look for alternatives.
So it goes.