Now I know many people out there absolutely hate Comcast for whatever reason. Many reasons are have solid bases, yet others are solely based on one poor experience with an underpaid CSR or over-stressed tech. As the laws of the universe have it, no large entity can be perfect. Thus it can be expected for each company, person or thing to have it’s off days.
I’ve had my fair share of bad experience, yet somehow Comcast has managed to remain ‘good’ company to me and keep me a happy customer. Problems were fixed, apologies were made, issues resolved timely. Comcast has had plenty of opportunity to make my life miserable and yet they haven’t. Guess it’s my only gripe that Comcast’s only screw up is that they have yet to screw up.
To be fair, Comcast has messed things up before. For example: I moved into a new house rather recently and ordered the Comcast Triple Play package, because of the deal on the cost it offers. The installer who came to my house couldn’t figure out where the original cable line was, couldn’t get the cable tv to work, nor did he leave any room for installing more than one tv in the house (in terms of cabling). Overall his installation seemed more of a hack-job than a professional installation though he did manage to get the internet working perfectly and both phone lines without too much issue. All in all, I wasn’t impressed by the quality of work (or there lack of). Cables could have been better laid out, problems could have been avoided, and answers could have been better answered.
Yet through all that, it all works in the end. In the problem above, Comcast handled the problem rather well. After the original tech left I gave Comcast a little call and told them my box was showing “dl” (short for ‘downloading new firmware’ or so) for the past couple hours. The CSR apologized, tried to debug the issue (and failed) and decided to send out another tech as soon as possible. When the CSR suggested sending another tech I was a bit nervous because I thought this was actually going to turn into one of “those” stories. Well, to my surprise she (the CSR) gave me several choices of block times for the tech to come. Most were within 2 days which was really sweet and I chose a 12-4 time slot on Friday.
Now I know what many of you are probably thinking: “The tech is probably never going to come”. Well, I had the same thought. My other thought was that if he did show up he would have been really late. Well as it turned out I was the one who was late. Earlier in the day I dropped by the old house to pick up more stuff to move and by the time I got back the tech was there waiting for me. And as it turns out, he’s been there for 25 minutes! He was supposed to be there at 12 and he was … I wasn’t. Now I have to say that it was very cool of him to wait so long for me.
When he went to diagnose the problem he quickly found it was a bad box and replaced it. No fuss, no muss, no problems. Not only did he do all this without about 20 minutes he also gave me a very new generation of cable boxes that Comcast is ‘just’ rolling out with. Double sweet if you ask me. He not only setup the new box very quickly he programmed the tv controller for the box, the tv but also fixed a small picture size problem and volunteered to setup the controller to work with the audio system too (I declined his offer to do that though). Rather fun conversationalist too.
Thus, what has Comcast messed up here really? Nothing. So a problem arose and they fixed it like they should have. Quickly, efficiently and properly handled. And this level of service I have always received from Comcast. They always fixed their problems with quick and good service. My house was never lit on fire, no structural damage done, no strains on my life due to their ignorance.
I never lived in a fancy neighborhood or anything. Nor do I know anybody inside Comcast and yet I still get the level of service that a corporation should give it’s customers.
Thus to all of those people who hate Comcast … who where you dealing with? Becuase I have yet a reason to hate Comcast as much as you! There must be something different that you and I are doing. What that difference is, is beyond me. Who knows maybe I was blessed by the devil and thus demons tend to stay away? ::shrugg::
So if anyone has had different experiences, I’d love to hear them.
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