Time to flame Comcast
Some customer service experiences need to be shared.
I have a DVR that isn't working. It shows funny characters on the front and doesn't send a signal to the TV (or actually do anything for that matter when you hit the power button).
Funny characters say "error code" to me, so I looked online to find out what they mean.
As near as I can tell, that sort of information isn't made available.
So I tried Comcast online support -- of course it couldn't tell me, but it gave me the option to chat with a rep -- great -- I can multitask and not sit on hold!
Half an hour later, after power cycling, checking cables, and other things I get told that they need to send someone out.
I ask what the error codes mean (I've now seen two of them).
Elaine.35181(Thu Feb 19 16:55:16 CST 2009)>
Since some technical issues require off-phone/off-chat troubleshooting, we would need to send a technician to inspect the cable system and the installation for better diagnosis and resolution.
"JR"(Thu Feb 19 16:00:46 CST 2009)>
are those two displays system error messages? If so, what do they mean?
Elaine.35181(Thu Feb 19 16:57:18 CST 2009)>
"JR", the technician can give you the what does it mean by the display that is showing in your DVR.
This all coming from the person mind you who asked if they could arrange to send someone out, I told "yes if it is today, but otherwise I'll have to have my wife call to schedule something", and replied with "would tomorrow at noon work?"
So I finished with comments I hope to have picked up by their quality review:
"JR"(Thu Feb 19 16:05:51 CST 2009)>
I don't understand why I have an electronic device that presents what appears to be an error code, and that a person standing in front of it will be able to say what it means, but online or telephone support cannot. When I then say "I would be available today, but if that isn't an option I'll have to have my wife call to schedule something" and you ask "would tomorrow work", does nothing to make me believe that it isn't actually possible to say over a phone or a chat session what the error means
"JR"(Thu Feb 19 16:06:32 CST 2009)>
Thank you for your time, I guess
I have a DVR that isn't working. It shows funny characters on the front and doesn't send a signal to the TV (or actually do anything for that matter when you hit the power button).
Funny characters say "error code" to me, so I looked online to find out what they mean.
As near as I can tell, that sort of information isn't made available.
So I tried Comcast online support -- of course it couldn't tell me, but it gave me the option to chat with a rep -- great -- I can multitask and not sit on hold!
Half an hour later, after power cycling, checking cables, and other things I get told that they need to send someone out.
I ask what the error codes mean (I've now seen two of them).
Elaine.35181(Thu Feb 19 16:55:16 CST 2009)>
Since some technical issues require off-phone/off-chat troubleshooting, we would need to send a technician to inspect the cable system and the installation for better diagnosis and resolution.
"JR"(Thu Feb 19 16:00:46 CST 2009)>
are those two displays system error messages? If so, what do they mean?
Elaine.35181(Thu Feb 19 16:57:18 CST 2009)>
"JR", the technician can give you the what does it mean by the display that is showing in your DVR.
This all coming from the person mind you who asked if they could arrange to send someone out, I told "yes if it is today, but otherwise I'll have to have my wife call to schedule something", and replied with "would tomorrow at noon work?"
So I finished with comments I hope to have picked up by their quality review:
"JR"(Thu Feb 19 16:05:51 CST 2009)>
I don't understand why I have an electronic device that presents what appears to be an error code, and that a person standing in front of it will be able to say what it means, but online or telephone support cannot. When I then say "I would be available today, but if that isn't an option I'll have to have my wife call to schedule something" and you ask "would tomorrow work", does nothing to make me believe that it isn't actually possible to say over a phone or a chat session what the error means
"JR"(Thu Feb 19 16:06:32 CST 2009)>
Thank you for your time, I guess