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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.


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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What's a cable card?

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