Comcast Customer Support Update

I got off the phone a little bit ago with my friend, whose experiences with Comcast's customer service sparked this post. She was called this morning by some nice guy named Roger. He had her do some stuff to the DVR itself involving accessing some deep-seated features. it didn't work the first two times she tried it, but it did on the third time. Now everything is good.

A few things came out in the call.

First, none of the customer service clowns that she spoke to yesterday documented the calls. Roger told her that Comcast is going to look into that, as the customer service people are supposed to document each call so that the company can tell when there is a real problem with a customer. I know that is supposed to be done, for they certainly do it for their business class customers.*

Second, none of the support people yesterday knew anything about adjusting the internals of the DVR, even though the model of the DVR was always brought to their attention. They were all stuck on the "it must be your TV" script. It would seem to me that Comcast has a training issue.

Third, both she and I believe that Roger the Expert would not have called her if I hadn't blasted Comcast here and if Comcast wasn't paying attention to the blogs. I passed the e-mail address for the "Comcast Cares" people to her, she wrote them last night and voila! problem solved.

It should not take a blogger railing at Comcast to fix a problem that, in retrospect, should have been high on the list of the troubleshooting tree for the tech rep on the phone: "Problem: Picture does not display correctly with new DVR. Customer reports picture was correct for older DVR. Customer reports that HD TV is set for 16:9 picture." The obvious choice should be that maybe the fucking DVR needs to be set up. But Comcast didn't provide any printed documentation on how to do that** and it took five different customer service people and over four hours on the phone over two days for her to get it fixed.

Comcast has a problem with their customer service. They should fix it.

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* It's not uncommon for Comcast "business class" customers to have just Internet service for $50 a month and yet they get far better customer support than a residential customer who may have $200 a month in services. Go figure that one out.
** My friend is not a techno-geek by any stretch of the imagination.