OK, let’s end the year with one last illustration that shows why Comcast still doesn’t get it.
Despite the active advertising campaign that attempts to convince you that they care, they are working to provide the best, qualified support, they clearly cannot.
Dec. 30th, 2009 I tuned to local Comcast channel 858, which happens to be TrueTV HD. Behold, no audio. I tuned to the standard definition channel and all was fine. So, time for the dreaded call to the Customer-No-Service line. I decided to try something different this time. Rather than select residential service, I tried commercial service. Seems it is the same person. When I explain the problem, and that they have an issue at the headend, they want to set up a service call. I insisted on speaking to a tech. I got in touch with Les Apt. Actually, his name was Robert. He tells me the HD pvr does this now and then. Really? Selectively fails to output audio on ONE channel? After he reboots my box and I tell him there was no change (no surprise) he tells me he has to open an internal ticket.
In the meantime, I emailed some engineering colleagues on the inside of TBS. They confirm that Comcast has done this before. A few phone calls to Comcast behind the secret curtain and they admit that in fact, they are working on the systems. In fact, multiple TBS networks have no audio.
Turns out they have rolled out these channels to only six or seven of the thirteen hubs in the Atlanta metro area, and work was in progress. So here is the issue. Why is the call center, the first touch for EVERY CUSTOMER, so completely unaware of any of this? Why can Comcast NOT COMMUNICATE to their own support team the status of build out and ongoing work on major sections of the system?
By the way, the audio was restored with in a very short time after the email and phone calls. Yet, and 8:14 AM, the high speed, low drag dispatcher is calling to see if I am going to be home for my service call between 8 and 11 AM. Brilliant. Absolutely, brilliant.
So you see, despite the meek, publicly advertised attempt at improving service, it won’t happen. It won’t happen because Comcast fails to understand the term customer service, fails to train their staff and fails miserably in their attempt to communicate.
You the, the Comcast Customer, lose again. Just keep sending them the money.