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Comcast Distinguishes Itself
First, let me say thanks for all the good wishes. I'm feeling much better and hoping it stays that way. :)
So let me tell you about the latest episode of the Comcast follies. We have a 4K TV in our bedroom and a matching Comcast box that is capable of providing 4K signals. Unfortunately, the box has been glitching and requires us to complete all of the setup process every few weeks, usually when we are getting ready to watch something before going to bed, which results in a good 20 minutes of non-entertainment.
On Friday night, the setup process hung. I went on-line with the Comcast chat, "spoke" to a Comcast representative, and was assured that I could exchange my 4K box for a new one immediately by going to the Comcast store in Morton Grove. And so that's where I went on Saturday morning to discover that this statement was *entirely* untrue. They don't stock 4K boxes at *any* Comcast store; they all have to be shipped. They would be happy to take care of me after they took care of the five customers ahead of me, which would have been entirely a waste of time that I didn't have, since I had tickets to take Julie to a movie in about an hour. I was quite justifiably upset, because I had now wasted 45 minutes that I didn't really have to waste, because Comcast had provided another fine example of their consequence-free (to them) lousy support.
On the way home, I called the Comcast support number, eventually got a call back, explaining the situation (calmly) to the poor guy on the other end, and he arranged to ship out a replacement box. All of this was accomplished before we had to leave for the movie.
The new box was scheduled to arrive Tuesday via UPS. I am set up to get UPS tracking messages on my phone and was pleasantly surprised when I got one indicating that the new cable box had arrived about 11:30 this morning. I hustled downstairs to get it, but there was no package on the porch.
Ok. Maybe they had left it at one of our neighbors. But there was no package on their porches either.
I pulled up the tracking information on the phone. Apparently, they had handed the package to a resident of our house named "Eddie". If you are familiar with our family, you have probably realized that there is no "Eddie" residing here.
Sadly, there is nothing UPS can do to help the recipient of a package that has been delivered to the wrong address. Only the shipper can initiate a claim.
So I called Comcast. This was a mistake, because there is absolutely *no* way to navigate through their phone tree to someone who knows how to do something about a missing package. After the idiot phone tree got stuck in a loop offering to reboot my cable modem, I gave up shouting at it and hung up.
It turns out that if you go to their chat window online, you can request a callback from an agent. I did and happily got one shortly thereafter. I have been assured that I will not be charged for the package that "Eddie" has absconded with and that Comcast will ship yet another box in my direction.
My UPS tracking claims that the box will arrive tomorrow.
I wonder who will sign for this one.
So let me tell you about the latest episode of the Comcast follies. We have a 4K TV in our bedroom and a matching Comcast box that is capable of providing 4K signals. Unfortunately, the box has been glitching and requires us to complete all of the setup process every few weeks, usually when we are getting ready to watch something before going to bed, which results in a good 20 minutes of non-entertainment.
On Friday night, the setup process hung. I went on-line with the Comcast chat, "spoke" to a Comcast representative, and was assured that I could exchange my 4K box for a new one immediately by going to the Comcast store in Morton Grove. And so that's where I went on Saturday morning to discover that this statement was *entirely* untrue. They don't stock 4K boxes at *any* Comcast store; they all have to be shipped. They would be happy to take care of me after they took care of the five customers ahead of me, which would have been entirely a waste of time that I didn't have, since I had tickets to take Julie to a movie in about an hour. I was quite justifiably upset, because I had now wasted 45 minutes that I didn't really have to waste, because Comcast had provided another fine example of their consequence-free (to them) lousy support.
On the way home, I called the Comcast support number, eventually got a call back, explaining the situation (calmly) to the poor guy on the other end, and he arranged to ship out a replacement box. All of this was accomplished before we had to leave for the movie.
The new box was scheduled to arrive Tuesday via UPS. I am set up to get UPS tracking messages on my phone and was pleasantly surprised when I got one indicating that the new cable box had arrived about 11:30 this morning. I hustled downstairs to get it, but there was no package on the porch.
Ok. Maybe they had left it at one of our neighbors. But there was no package on their porches either.
I pulled up the tracking information on the phone. Apparently, they had handed the package to a resident of our house named "Eddie". If you are familiar with our family, you have probably realized that there is no "Eddie" residing here.
Sadly, there is nothing UPS can do to help the recipient of a package that has been delivered to the wrong address. Only the shipper can initiate a claim.
So I called Comcast. This was a mistake, because there is absolutely *no* way to navigate through their phone tree to someone who knows how to do something about a missing package. After the idiot phone tree got stuck in a loop offering to reboot my cable modem, I gave up shouting at it and hung up.
It turns out that if you go to their chat window online, you can request a callback from an agent. I did and happily got one shortly thereafter. I have been assured that I will not be charged for the package that "Eddie" has absconded with and that Comcast will ship yet another box in my direction.
My UPS tracking claims that the box will arrive tomorrow.
I wonder who will sign for this one.