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Am I just being too sensitive? (Comcast rant) - One person's lack of compassion does not equal another's comfort.
One person's lack of comprehension does not equal another's consent.
Am I just being too sensitive? (Comcast rant)
Several people, no not my longer term friends, but several other people who honestly don't know me that well, have concluded from what they read in my LJ that I am a bit too sensitive or that I tend to be angry all the time. I think my real friends know better.

The following is a letter to Comcast's head offices regarding the last technician they sent out. Don't pull your punches, give it to me straight. If you think I've overreacted by sending this letter, if you think I've not been fair, or if you think I should have just let this one go, please let me know.

Before mailing this I called Comcast customer service and asked to speak to a supervisor. The woman I spoke to sounded very concerned and gave me this reference number. Ref#: XXXXXX

My cable service died midday Sunday, September 17th, 2006. After an hour of trying to get my cable modem to "connect", I called Comcast and went through the steps on the phone. The operator agreed there was a problem and scheduled me for a service call between 2 and 5pm Monday the 18th. Later that evening the cable came back on and worked perfectly into Monday.

Monday at about 2:55pm the cable dropped out while I was online. I made a note and tried to get it back online. At 3:29pm I received a call telling me that a technician would be coming to my house. The receipt says the "tech and job number" was "XXXX and XXX" Not only is there no evidence this service technician did anything useful, but he did stuff I really don't appreciate.

First upon entering, he put his equipment down on a basket of CLEAN LAUNDRY fresh out of my dryer and when I objected he replied, "It's alright", as if I was suggesting concern his stuff might fall off. I then lifted his equipment and placed a clean towel between the test equipment and the laundry. Then while climbing up to check the connections he steadied himself leaning on parts of a disassembled laptop which I _had_been_ hoping to repair . It is my feeling that he should have climbed up without leaning on my laptop or indicated he was wanted me to move it.

Not only was abusive to my laptop but also my modem which he seemed determined to fault. On three occasions he allowed my modem's heavy power adapter to fall so that the cord yanked hard on the DC power input jack of the modem. This can easily snap the connector off the PC board!

I feel he should have first done what all technicians do which is to "Demonstrate the problem". Before attempting to fix it, in this case by unplugging my modem for 3 minutes. Instead he disconnected the cable going to the modem and connected his test equipment. His comments were inconclusive but he seemed to be saying there was an inadequate signal at his device. Then instead of simply connecting the incoming lead to my splitter, he started cutting the ends off all of my patch cables and replacing the ends. This was unnecessary. These were custom-length cables I carefully made in the last 2 years. They were neatly made with *new* ends of the crimp-on variety. If you want to check my quality, say the word and I will mail them to you to examine.

Finally he went outside and having verified there were no connections external to my house which were not at the pole, he got a new cable modem out of his truck and connected it inside my house, again without first reconnecting my own modem to see if the signal had come back. Since this new modem worked he told me my modem was bad.

I suspected the signal had merely come back, so I insisted we reconnect my modem. Begrudgingly he did and it WORKED! It has worked ever since as well and I really don't believe that my cable modem, a very reliable Toshiba PCX 2200 was the cause of the problem.

I feel that this technician's methods of diagnosis were sloppy and his concern for my property was sorely lacking. The fact that he left without taking his test equipment only to call back a half hour later asking for it suggests he was not on the ball.

Also, if any of you have similar complaints about the treatment you have received from Comcast, (and I know of a couple of you already who do) you might be interested in this address to send your letters to as I have done.

Comcast Head Offices
1500 Market Street
West Tower 9th Floor
Philadelphia, PA 19102

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4 Rubber Duckies or Leave a Rubber Ducky
dianec42 From: dianec42 Date: September 19th, 2006 02:28 pm (UTC) (Link)
I don't think you're overreacting at all. Heck, I wish I could rant that articulately at the deserving.
fixx From: fixx Date: September 19th, 2006 09:31 pm (UTC) (Link)
You have no idea how much I truly appreciate this comment. Lately a bunch of people have been making me feel like I'm a weirdo in the minority for even trying. Maybe if they stopped to consider that the reason this country is in the mess it is in is really because the majority of people don't vote at all, they'd realize that being in the minority is not necessarily wrong.
browneyedgirl65 From: browneyedgirl65 Date: September 19th, 2006 09:48 pm (UTC) (Link)
Good grief, no. I'd be ranting, too given the series of events you describe. If anything you were too moderate. If that had happened to me, the newspapers would have carried stories: "a technician was tarred and feathered, dragged through the streets; investigation still pending..."
fixx From: fixx Date: September 19th, 2006 10:02 pm (UTC) (Link)
While there have only been the two of you so far, I'm beginning to wonder if maybe I really am too sensitive, but not in the manner I was concerned I might be. Maybe I'm in fact too prone to taking seriously the criticism of those people who are themselves prone to feeling helpless in the face of such customer abuse.
4 Rubber Duckies or Leave a Rubber Ducky