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TelevisionWeek contributing writer Daisy Whitney is blogging about the pinnacles and pitfalls facing viewers who want to consume television in new ways. Check in frequently as Daisy kicks the tires on the new media juggernaut and dishes on which services do -- and don’t -- make the cut.

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Trial and Error



Adventures in Comcast Land: The Travails of a Cable Customer

October 17, 2007 8:55 AM

And you thought online video could be a pain in the butt to work sometimes.

Ha.

The cable guy still trumps the Internet when it comes to things not working well.

I received an e-mail this morning from my father-in-law, Garry Brooks, in Longboat Key, Fla., who had recently attempted to have two cable cards installed in his high-definition television. I’ll step aside now and just let him tell you in his own words about his “Adventures in Comcast Land.”


Tuesday 10/2: Ordered cable cards. Will be installed Saturday 10/6 between 8 a.m. and 11 a.m.

Saturday 10/6 11 a.m.: Called Comcast to ask why no one had arrived. Comcast response: “Service tech on the way, will be there in a few minutes”

Saturday 10/6 Noon: Could not wait any longer; left note

Saturday 10/6 4:40 p.m.: Called Comcast. Response: “We never install cable cards on Saturdays.” Rescheduled for Tuesday 10/9.

Tuesday 10/9: Four men arrive, work for 3 hours, leave with job completed.

Tuesday 10/9: Five minutes later, stops working.

Tuesday Evening: Reschedule for Wednesday.

Wednesday: Three men arrive, work for three hours – one cable card working. Will reschedule for Friday.

Friday 10/12: Called Comcast. Response: “No appointment had been scheduled for Friday.”

Friday 10/12: Called Comcast again. Rescheduled for Saturday, October 13, 2007, 8:30-11 a.m.. Response: “Cable cards will be available for Saturday. Special arrangements have been made.”

Saturday 10/13: Called by Comcast at 10 a.m., was told cable cards not available on Saturdays; was put on hold for 20 minutes then disconnected.

Saturday 10/13: Called Comcast back, rescheduled for Monday 10/15, 8:30-11 a.m. Supervisor will call me before 11 a.m. and rep will call back as well.

Saturday 10/13 11:38 a.m.: Cathy from Comcast called and asked if supervisor had called. Said supervisor will call in 10 minutes.

Saturday 10/13 11:47 a.m.: Pam (supervisor) said she will have people here with multiple cable cards first thing Monday and will call back Monday morning.

Monday 10/15 10:15 a.m.: No telephone call and no technicians.

Monday 10/15 10:30 a.m.: Called Comcast executive problem resolution number. Left message. No one ever returned call.

Monday 10/15 11 a.m.: Two Comcast employees arrived. Problem resolved in about 2 hours.

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Comments (1)

Bryan:

What's a cable card?

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