In the merry
month of April the HD-DVR, which we rent from Comcast, began to rattle loudly
when re-winding or advancing. This suggested
impending hard drive failure. In mid-May
we decided that its increasing level of undesirable noise required action. Gloria drew the short straw and placed the
call for service. Her efforts resulted
in her call being routed to Mexico. The
soonest mutually acceptable service window was 5 June.
Monday, 4
June, we received 3 robo-calls from Comcast.
Two of those wanted us to indicate whether or not we still needed
service for internet problems. The 3rd
wanted to know if the problem had been resolved satisfactorily.
Tues , 5,
June, we received one robo-call asking if we still wanted service Then, the service tech called to confirm the
nature of the problem and to be sure we were available.
He replaced
the existing DVR with an older box that made a loud rattle, even louder than
the unit being swapped out did. He ran
through his diagnostics and checked the internet functions for the house. The house is fine.
Tuesday PM we
began to see pixilation on direct box > TV feed. Yesterday we had the chance to watch a
recorded program. In the course of one hour,
we were treated to pixilation, video dropouts, audio dropouts, and sloppy
response to advance and reverse commands.
It took me 30
minutes to have my call for service routed to Mexico and to schedule a service
call for today. Those 330 minutes were
divided between asking me to fill out customer satisfaction surveys and on-hold
time. Surprisingly, when I insisted on
an appointment for today, one somehow became available.
There was
only one robo call today, and another from the service tech. The tech arrived on time but with an old,
rebuilt, DVR. He discovered a feedback
that I can’t hear. There may have been a
bad cable connector, which he replaced.
That didn’t cure the feedback. A
of now we have another DVR that is scheduled for a Monday swap out.
I expect two
robo-calls before day’s end to ask how satisfied I am with their customer
service call center, and with their technical service.
I love my
cable company so much!
“How can we
do better?” they always want to know.
Here’s the
answer:
There are
millions of Americans who want jobs.
Hire them instead of off shoring to Mexican call centers.
I don’t
watch. And will never watch, shopping, sports, &/or religious
channels. Make me a package without any
of those channels.
Stop the
robo-calls. I’ll talk to a human. I don’t care to push buttons.
Your customer
service, robotic and offshore, sucks.
Fix it.
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