They’ve been making a lot of changes lately at Comcast. Just like with AT&T and Cingular, there’s going to be interruptions and issues. That’s just how business in tech areas work. You deal with it. The service outages (while irritating) never angered me. It was the fact half of them were scheduled upgrades or maintenance and they didn’t bother to notify us. Communicate with your customers. Most of my upset is with decisions from corporate and policy. It isn’t the tech’s fault. They’re following procedure. With my Blackjack situation, it was frustrating as hell. But each time I called tech support they were very responsive. It was their employee working with me to troubleshoot the phone. They were all very nice and communicative with me. We talked about was being said on the forums particularly with WM6 Upgrades and all that. Unfortunately, it took three phones to get one that worked. Turns out there was an issue with the coating in the antenna. Samsung refused a recall and instead quietly reissued/replaced phones. Somebody leaked an internal memo about it to the forums.
I say all that to get the point across that I know CS Techs have a difficult job and I’m sure people treat them like shit. Fortunately, I’ve only had maybe a couple bad experiences. One of them was today.
Regular readers are probably aware of my ongoing issues with Comcast service. In the last six months, I’ve had maybe 6-8 techs out to the house for various service and equipment issues. Today, the digital/on demand box in my bedroom spontaneously stopped receiving programming. The other four boxes and cable modem are fine.
Sometime around 1pm (estimation) I lost all guide information and the television began showing “One Moment Please” and “To Be Announced” messages on channels and a “Cannot Connect to VOD Server” message (215) for OnDemand.
About a month previous to this, I had issues with the very same box. Last time, I was receiving the “Cannot Connect to VOD Server” message, but regular programming was fine for the most part minus one or two channels here and there. It ultimately turned out that the box was late in receiving a programming update that effected the format of the channels. You’ll understand why I mention this in a minute.
For times when my modem connection isn’t an issue, I use Comcast’s online chat support. It’s great and things seem to run smoother typing than via phone. I highly recommend this for people who have had crap experiences in the past. All of the techs in the chat have been really helpful and nice. Well, until today.
So, at about 4:00pm, I decided to do essentially a hard reset on the box by unplugging it, waiting, and then turning it back on. After the customary 30 minutes of waiting for programming and menus to restore, I checked and no dice. That’s when I made the decision to log on to the Comcast Tech Support Chat to troubleshoot the issue. The first person I got (I think his name was Jason) was just as nice as usual. He sent a reset to the box and told me to let it cycle and wait 30 minutes. If that didn’t work, I was to do another hard reset and see. If neither helped, he instructed me to return to the chat, tell the tech what he told me and go from there.
So, I did. This time “Tiffany” was assigned to be my tech. It was a disaster from the start. The Comcast Tech Support form limits how much you can write to describe your problem. Because of that, my explanation was truncated about halfway through. Here’s the result:
Problem : About an hour ago, I entered the chat to troubleshoot an issue with one of our digital boxes. Channels had been showing the “one moment please” message or two hours and Error 215: “Unable to connect to VOD server” showed up with on demand. The tech rese
Vee > About an hour ago, I entered the chat to troubleshoot an issue with one of our digital boxes. Channels had been showing the “one moment please” message or two hours and Error 215: “Unable to connect to VOD server” showed up with on demand. The tech rese
Tiffany > Hello Vee, Thank you for contacting Comcast Live Chat Support. My name is Tiffany. Please give me one moment to review your information.
Tiffany > I will be happy to assist you today.
Vee > Thank you. There’s additional details might help you to know.. but there was a typing limit.
Tiffany > Can you please clarify your last statement for a better understanding?
Vee > I wasn’t able to add that the tech reset the box and instructed me to wait 30 minutes. If programming wasn’t restored, I was to unplug the box, wait 30 seconds, and then try again. If neither methods worked, he advised me to return here for further assistance.
Vee > I’m still getting the “One Moment PLease” and the VOD Server message, but now the guide and show info has returned, which is an improvement.
I realize I failed to insert the word “that” in between “details” and “might”, but was it really that difficult to get the jist of what I was saying? That was no big deal at the time. It went steadily down hill from there.
Tiffany > Did you check your connections to make sure they were secure?.
Vee > Yes.
Vee > I haven’t touched the box in 3 weeks. I came home a few hours ago and saw the message.
Tiffany > This does not answer the question presented
Tiffany > Did you check them when you contacted us last
Tiffany > ?
Vee > I said yes.
Tiffany > Sorry
For whatever reason, Tiffany from Tech Support failed to distinguish between the answer to a question (I can comprehend a question that’s been posed to me in English as shocking as that may be to some of you), in this case a “Yes.” and additional information in a follow up post. The reason why I mentioned that the box hadn’t been disturbed in 3 weeks and worked fine up until “a few hours ago” was because the last time I had service issues.. I informed the tech of when it happened and it coincided with a scheduled maintenance. Rather than it being a malfunction, they had just interrupted it for upgrades. I also figured that knowing the estimated time of the outage might be relevant if other people began experiencing problems around the same time. Oh well. I guess people aren’t as active of thinkers as others. There’s always got be a bottom of the class.
While I know it’s probably the first thing on their list to ask, she’s the only Support Tech to ever ask me that patronizing question. It’s sort of like asking if it’s plugged in to power. I fight the urge to say, “Well Sparky, I’m sitting here on broadband chatting to you in a browser-based support room via a wireless laptop and router that I set up myself. I’m also a functioning adult that pays her Comcast bill on time and even has a big house and many TVs to hook this shit up to.. but you know.. it never occurred to me to check if it’s plugged into the fucking power socket or that all wires are secure.” But, of course, I never say it because it wouldn’t be productive.
Tiffany > Do you want to set appointment to exchange or do you your own at our office
Vee > I would prefer an appointment if I can have it in the next day or two. If it’s longer, I’d rather go to an office on my own.
Tiffany > A technician is scheduled to come out to your home on 2/13/2008 between the hours of 8-11am. This is the earliest date available. Please have someone there 18 years or older to meet our technician. We will attempt to contact you the day of your scheduled appointment at the telephone number you provided between the hours set. Please be advised, if we are unable to make contact with you, our technician will not arrive for the service appointment and it will need to be rescheduled.
Bitch. Didn’t even fucking ask me if that was okay. It’s not okay. Mum has radiation treatment at fucking 8am Monday through fucking Friday and my sister will be at work. As Lewis Black would say, “Fuck-fuck-fuck-fuck-fuckity-fuck”. That’s really fun to say. I highly recommend that at times of extreme frustration.
Tomorrow I’m just going to call Comcast, cancel the appointment and take trade in the box my damn self. Jesus. It’s now a quarter after seven. About thirty minutes ago it shut off and refused to come on as if it was locked. The box has since restarted itself and now flashes the “One Moment Please” notice with the guide.
I don’t expect this behaviour with future contact. They’ve always been really helpful and even.. warm. Maybe she was having a bad day. Maybe she’s a bitch. Who knows. I better move my laptop and stuff into the guest room so I don’t miss Idol and Nip/Tuck tonight.
Reading back over it, it was funny. Frustrating in the moment, but sort of humourous afterward. C’est la vie.