#1 Posted on 27.3.06 1630.10 Reposted on: 27.3.13 1630.39
I decided not to put this in the TV section since that deals mostly with specific shows.
I have been having difficulties ever since I signed up with Comcast cable, specifically when I added Digital Video Recorder (DVR) in August. I am on my fifth box. Sometimes the repairman comes out because the picture won't show up unless I go through DVR and then exit out of it. I get only the "blue guide" screen.
Twice now, when I try to modify a series recording, and try to exit out of the set-up screen, it gets hung up and I have to unplug and plug back in the cable modem. I usually end up all the series I have set-up to record, and have to wait a couple of days to set them up again.
I have called customer service and their best advice is to keep on unplugging it. They insist that the local office can't test the box before I get it. It has to be done at my house.
Friday the same repairman is coming over to try to fix the problem of modifying series recordings. He will need to stay there for about an hour to set one up and then see if he can exit out of it.
I can't get satellite where I live due to trees. I really like this feature, but I'm sick of having these problems, and the customer service people don't seem to take it too seriously (they are giving me a month free for all the trouble so far). Anybody have a suggestion on how I can make this the last time they need to come fix my cable?
#2 Posted on 27.3.06 1745.36 Reposted on: 27.3.13 1749.22
Call their customer service line and ask to speak with a manager. Explain to the manager that you really like their service, but you don't like the recurring technical problems. Remind them that it is probably costing them a lot more to service you repeated times than they are making in revenue off of your account.
Each truck roll costs $X which a number that I can't share with you, but it's decently large number -- enough that you wouldn't want to pay it if they were charging you for each visit. If you have had 5 of them, they are getting pretty in the hole trying to set you up.
Remind them that you want the service, but you aren't going to accept a service that isn't going to work. Ask the manager if there is some way that they can run the box through a few tests before bringing it out to you. Tell them that it is to their advantage since each truck roll is costing them, not you.
Make sure you have the name of the manager who tells you no. Then, send a letter to their customer service department. Explain to them that you are very frustrated, and that you are just trying to save both yourself and the company time, frustration, and ultimately money.
Customer service managers really don't see things the way that the VPs do. VPs don't understand why customer service people do strange things. If your letter can get to a VP, you will get help, and the customer service manager will get a talking to.
Or, maybe their DVR just sucks and there is nothing to do. Check the web for other people's feedback on the specific model # of the box.
#3 Posted on 28.3.06 1616.58 Reposted on: 28.3.13 1617.45
Guru, I called and talked with the manager about the points you listed above he was very helpful to me, and has promised to investigate this with his supervisor. Hopefully this will solve my issue. Thanks for the advice.
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