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Some of you die-hard Barking Carnival regulars may remember the first episode of Tales From The Cable Guy, posted back in December, posted here: Tales of The Cable Guy
If you remember that little drama, you were led to believe that Comcast had ultimately, finally, at long last, somehow accidentally stumbled upon a solution to the reception problems at my home in Houston. The thread ended with the Comcast home office finally managing to summon the wherewithal to intervene, taking over from the hopelessly incompetent customer service folks in their Houston office, and get the problem resolved.
And for about five or six days, that appeared to be the case. But then, just as I thought my brief but torrid love/hate relationship with Mr. Rick Germano, Comcast’s Senior VP of Customer Service, had come to a satisfactory conclusion, all sorts of weird shit began happening to my television service once again. And for the last eleven weeks, since just before Christmas, I have been attempting in vain to convince the good people at Comcast (and yes, I assume there are some good people at Comcast) to deal with my service issues in an appropriate and, silly me, even competent manner.
Here’s what’s happening: I have six - count ‘em - SIX televisions in my house. Yes, I know this is excessive. Yes, I realize that I am frying my and my wife’s and my grown son’s brains out with the wonders of high definition, digital cable television. Yes, I know that this means that my carbon footprint is out of control and Al Gore is likely to show up on my doorstep at any given moment and lecture me that only he and Barbra Streisand and Prince Charles are entitled to engage in such copious and exhorbitant consumption of our nation’s shrinking resources. Yes, I know all of that, and more.
But still, regardless of the gross excess, regardless of the heinously inefficent consumption of resources, regardless of the undeniable fact that I should be utterly and completely ashamed of myself for doing so, I do maintain six - count ‘em - SIX televisions in my home, all of which have the misfortune of being dependent on Comcast for their reception.
Since mid-December, each and every one of my six television sets have experienced a ridiculous amount of digitation and interference on all channels. This most often takes place during what we television junkies have come to know as “prime time”, i.e., between the hours of 7:00 and 10:00 Central Daylight or Central Standard Time, depending on what month we happen to be in. I need to make this distinction, since this issue has been ongoing for such a ridiculously long period of time now (the original issue cropped up in mid-October, before the last time switch).
Now, here’s my main bitch with Comcast this time: The company is apparently utterly and complete incapable of offering any continuity of service at all.
Let me explain that.
Over the last eleven-plus weeks, we have had at least 12-15 separate service calls at our home by Comcast technicians. On each and every of those occasions, Comcast has sent a person or persons to our home who are completely unfamiliar with the situation and who have never been to our home before. Thus, each and every one of the technicians who show up feel the need to go through their standard in-home technician checklist of what the problem could possibly be. This invariably wastes an hour of their time and an hour of our time, and this is time neither I nor my lovely wifey have to spare.
The trouble with this is that the guy who came out about ten service calls ago determined conclusively, beyond any doubt whatsoever, that the problem is not in our house. Not only is that the case, but my neighbors have also been experiencing similar issues, making it obvious in the extreme that the issue is not in any of our homes, but on Comcast’s external system.
I have explained this fully to Comcast representatives, including our pal Rick Germano in at least two different emails, since then, to no effect. My wife and I have also requested at least half a dozen times now that Comcast cease sending in-home technicians to our home to waste their time and ours in trying to diagnose the problem, all to no avail.
On Sunday, Comcast yet again sent an in-home technician to our home to waste yet more of our time in yet another failed attempt to diagnose the problem by checking to see if the issue is with the amplifier in our attic. FYI, that amp services only services five of our six television - the sixth television operates off of a dedicated line, and experiences exactly the same issues that take place on the other five. It doesn’t take a cable guy Einstein to figure out from that that THE PROBLEM IS NOT WITH THE GODDAM AMP.
But you try to convince the people in Comcast’s customer service group of that. I kid you not, even when I speak with people there with whom I have spoken about this issue a dozen times now, it’s as if I am having the conversation with them for the first time. I’m beginning to wonder if our friend Rick Germano has in fact created a team of demonic Stepford Customer Service reps who can carry on conversations with frustrated customers but retain no memory of them.
So why am I posting this here? Hell if I know - I’m just pissed off, I guess, and need to get this crap off my chest.
Before any of you start suggesting solutions to the problem, let me point out a few things about the situation here in the H0uston Heights:
So in conclusion I guess I’d just say that, since moving to Houston five years ago, I have dealt with a seemingly endless parade of incompetent and uncaring contractors and “service” providers, but none of them even remotely begins to hold a candle to Comcast. The company is truly in a class of its own.
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Dunstan Pearl said:
March 2nd, 2009 at 6:32 pm
Oh honey, he’s teasing you. No one has 6 television sets.
Big Satan said:
March 2nd, 2009 at 7:12 pm
Not sure what your issue with satellite is…perfectly fantastic solution to your problem. And potentially cheaper.
Legal action?
Jame Gumb said:
March 2nd, 2009 at 7:18 pm
Step 1. Take Mr. Germano to your basement.
Step 2. Shove a caterpillar cocoon into Mr. Germano’s throat and throw him in the basement’s dry well. (Note: all six television homes in Houston Heights have basements with dry, hand-dug wells).
Step 3. Demand Mr. Germano rub lotion on his skin.
Step 4. Enjoy your kick-ass, high quality HDTV and your six complementary DVR’s.
Domedriver said:
March 2nd, 2009 at 7:38 pm
I have 6 TVs… 4 of them Sony XBRs… and I live alone… its not werid… they are just in different rooms!
Jame Gumb said:
March 2nd, 2009 at 7:39 pm
Dunstan:
A very well played ‘Back to the Future’ reference, Sir.
Thank you..
Charlie said:
March 2nd, 2009 at 9:33 pm
We had Comcast here in the Dallas area. Then Time Warner bought them out. Hate to tell ya, but I wish like hell we had Comcast back.
Eskimo Horn said:
March 2nd, 2009 at 9:38 pm
You should spend your time preparing a well-documented FCC complaint. A State of Texas Attorney General’s Office complaint could also make an impact.
Your legal options are nil based on your service contract, unless you are an attorney, in which case it’ll be cost-effective to file a small-claims suit.
The bottom-line is that your rant is a bit ridiculous since you should get a professionally-installed satellite dish either with Direct TV or DISH Network.
Cookie Monster said:
March 2nd, 2009 at 10:34 pm
Why aren’t you posting a link to his interview?
http://www.comcast.com/Corporate/Customers/RickGInterview.html
Here’s a gem:
“If we have a problem we need to fix it the first time out.”
Heh.
And, what’s this?
Q: “People might share a concern or complaint about a customer experience on a blog…and sometimes you see those problems get fixed! Is that the best way to communicate problems to Comcast?
(NO I’M NOT KIDDING that’s EXACTLY what he asks)
A: “We’re listening to customers in any avenue that they choose to communicate with us. Whether it’s a blog, whether it’s e-mail, whether it’s e-chat, whether it’s over the phone, whether it’s in one of our service centers, um, across the United States, we do want to talk to customers, we do want to get their feedback, and we do want to solve their problems.”
There ya go, Eyes. Feel better?
The whole interview is seriously pathetic. Creepily fascinating. A must-watch, if you have absolutely nothing better to do.
Also: comcastmustdie.blogspot.com.
jmac said:
March 3rd, 2009 at 5:06 am
The definition of insanity is doing the same thing over and over again and expecting different results. Your best fix (that millions of others have discovered): DISH Network or DirecTV.
he hate me said:
March 3rd, 2009 at 5:40 am
Like BS said…what’s wrong with satelite? I have it at our farm in the middle of nowhere and the only issues I’ve had are with rainy weather…since it doesn’t rain anymore here in central Texas, I’m good 24/7, although the upcoming dust storms that are sure to occur may be an issue (seriously, I did get a “consultant” to oversee the installation of all the connected devices to my satelite base system…worth every cent and he problem shoots on the phone on those rare occasions I need help, for free)…
I have the full HD, etc package and it’s great in channel/network scope, clarity, navigation and reliabilty (so far anyway)…and I have 3 TV’s in our main house…18 mo. lease…
Now, if you’re planning to move anytime soon, that could be another story…although the guys will honor your move with no problem, the satelite companies don’t care if you get the same reception and service at your new location (or even if there is service…if no service, you still pay thru your contract term), so the happy glow you may experience with your intial Sat TV contact may evaporate with your next…I learned that when I moved my primary residence (where I also had satelite) to a new place that had too mamy trees for easy sat access…yikes! Expensive lesson…
Also BTW, TW here in central Texas ain’t so bad…in fact, I kinda think they’re pretty good…Charlie, maybe you ought to just move here (;>))
Big Satan said:
March 3rd, 2009 at 6:14 am
Satellete companies are hungry for business. They’ll send out technicians and move your service for free to a new location if you’re moving
uthookem said:
March 3rd, 2009 at 6:33 am
I have Dish, and other than random pausing and pixelated screens while watching recorded video, it is nice. I can also take the box to the lake and get most of my channels up there. I think I need to call and complain again about the pausing (first time they sent a new box, which is slightly better but problem exists) and get someone out to better point the dish.
Yep, I had comcast in California, and I must have called every Saturday in the fall to tell them to turn on my damn Gameplan package, very frustrating.
Then again, I only have one TV in the living room, but I’m looking at adding one to the bedroom (although its primary function will be movie watching).
Hook ‘em!
SizzleChest said:
March 3rd, 2009 at 6:40 am
I used to be a DirecTV subscriber. If the satellite companies offered the breadth and depth of on-demand offerings that the cable companies, AT&T, and Verizon offered, I would do it. I don’t give a shit about the NFL package. If I want to watch a bunch of games or one that is not shown locally, I go to a bar, watch, and drinkt he day away.
Combine all that with rain fade and, nah.
vandy said:
March 3rd, 2009 at 6:46 am
I feel your pain. Not only will I never have comcast again, I will never again live anywhere that I’m blocked from the southern sky.
Parlin Hall said:
March 3rd, 2009 at 6:46 am
Eyes, surely the most compelling part of your earlier narrative was the Alicia thread. I know I speak for others too when I say that it had certain mystery and intrigue to it.
Perhaps she’ll make a surprise reappearance in chapter three?
Vasherized said:
March 3rd, 2009 at 7:37 am
Barking Carnival … where problems get solved.
Eyes, if you ever want to car bomb Comcast HQ, you know where to find me. I have some lingering issues shall we say with a cable/land line account back in Philly that almost had me consorting to mafia levels of retribution.
Or you can hire a BC intern to send in there with an explosive vest. Eternal salvation and it’s more honorable than cleaning out HenryJames’ toilet bowl every day …
Art Vandelay said:
March 3rd, 2009 at 7:51 am
Eyes,
I’ve had similar issues to yours but in reverse. When we bought our house in Dallas 5 years ago the previous owner had Dish Network. I have always been a Cable Guy, except I wear shirts with sleeves. I had Comcast at our previous house, so I had Comcast hook me up.
I watched over the shoulder as the “technician” did the install. One of the interesting things to me was that they reused the same cables that Dish had run through the house and attic. When the install was complete everything checked out fine. I didn’t notice until the next day that the old dish was dangling from a cable on my roof. Great look by the way. I climbed on the roof and disconnected it. The service from Comcast was pretty good, and on-demand options were impressive.
Then Time Warner bought Comcast in Dallas and my service level went down across the board. High speed internet became dial-up’ish. On-demand options decreased, etc….. I’ve had numerous service outages that are similar to yours. I won’t bore the listeners out there (probably too late) with all the details, but I’ve stuck with TWC primarily because my wife doesn’t want to change her email address, and I don’t want to go through the hassle of switching… while at the same time decreasing the number of channels, etc…..
I have an idea, and this is where you come in. You can do an experiment for me… I mean for all of us. We want you to switch to satellite. Pick your service. They are hungry for your business so you will get a fantastic deal to switch. You will probably save hundreds of dollars in the first couple of months. You might even get one of the satellite providers to give you free service for 6 months or more if they are made aware of the volume of eyeballs they will be exposed to at BC. When the satellite provider comes out to do the install make sure they don’t cut your Comcast cables coming into your house “by mistake”.
Try it for 3-4 months. Football season doesn’t start for 5-6 months. If it’s better than Comcast it is a big win. If it’s the same or worse you can easily switch back to Comcast. Comcast would probably consider you a “new” customer since they obviously are oblivious to anything that happens in the past. Your “new” Comcast install may come with incentives to switch from satellite. Again, more savings for you. This scenario can’t be any more time consuming for you and your family than your current situation.
Looking forward to Part Three.
H-Town Husker said:
March 3rd, 2009 at 7:58 am
DirectTV is the answer. Comcast is absolutely awful and overpriced. I will never be a cable subscriber ever again. Satellite service is prompt and easy. Not the, “I’ll be there between Monday and Friday.” BS you get from comcast.
kevwun said:
March 3rd, 2009 at 8:23 am
The rain problem is a non-issue. We’re talking 3 or 4 times a year for a couple of minutes. I would be willing to bet the average cable service is down more frequently.
Newbie said:
March 3rd, 2009 at 8:49 am
Just a warning if you plan on cancelling Comcast: expect the process of turning in your cable box/modem equipment to take a whole afternoon. The lines are hella long at the Comcast offices, and there are fewer reps manning the counter than at the DPS. Also, for some reason its 5-10 degrees hotter than tolerable there. I think this is Comcast’s attempt at calling your bluff. Steel your resolve and bring a book or magazine before taking the plunge.
Ag_in_TX said:
March 3rd, 2009 at 11:27 am
I have DirectTV and have loved it since we got it. We always had reception issues with Dish Network (maybe it was the bubba who installed it - I do not know). And, DirectTV had (for the longest time) the most HD channels. Plus, I really like the TiVO based DVR interface.
f3driver said:
March 3rd, 2009 at 11:47 am
They are messing with you dude. Somehow they have sensed your reluctance to change providers and they will continue to screw with you as long as they know they do not risk losing you as customer. Ah, the old conspiracy theory shows it’s ugly head.
I once had a beef with Direct TV. Not service related, I actually accused them of misleading advertising. Submitted a complaint to the Better Business Bureau and it was resolved to my satisfaction within a matter of weeks. Perhaps give the BBB a try. It worked for me.
groover said:
March 3rd, 2009 at 12:42 pm
don’t bother filing a complaint at the PUC. it doesn’t have jurisdiction over cable TV companies.
and don’t bother filing a complaint at the Atty General’s office. while the AG might pursue claims of fraud or illegal conduct, they don’t pursue claims for ineptitude or crappy service.
your Texas Legislature has determined that the cable TV industry is sufficiently competitive that neither rate regulation nor service quality regulation are warranted. let the competitive market weed out the weak providers, even is a competitive market doesn’t actually exist in your neighborhood. furthermore, the Legislature has basically granted cable TV companies unlimited franchise/easement rights, such that municipalities cannot impose franchise agreements that might otherwise require fairness or competency in pricing and service.
Fuzzy said:
March 3rd, 2009 at 4:31 pm
I had Comcast at my old place. Since I have moved I got Verizon FIOS and it is the bomb from a television perspective. The one problem is the DVR has some conflict with my T-Mobile hot spot, so I can’t make phone calls over VOIP with my wife’s phone. That and the wireless router they gave me craps out regulary. But from a TV perspective, I am very pleased.
Beaten dead horse said:
March 3rd, 2009 at 4:32 pm
I had the same problem with TM here in Austin about 5 years ago. And NO IT’S NOT THE GODDAMN AMPLIFIER!!!! After many, many visits they send out a contractor. The box was in my neighbors yard and they were out of town. He climbed over the fence several times, replaced a bunch of wiring and hooked me up with a bunch of the paid cable channels free. No more problems and I had free HBO, Showtime, Cinemax etc until I had to go digital and start paying again.
Glad I tipped him $20.
Hornius Emeritus said:
March 6th, 2009 at 1:44 pm
Kill your TV.
Problem solved.