Wednesday, March 22, 2006


Dear Comcast:

I'm really frustrated. We had digital cable installed two weeks ago, and I've had to call a number of times to report periodic glitches that make the cable television essentially unwatchable. I've had the box reset by remote, without success.

The box does a little dance with me: it can work just fine for a while, then it goes right back to glitching.

I scheduled a service appointment today, for between 9 and 11 a.m. I was told the technician would call ten minutes before he arrived. Because I have to work during those hours — and because I can get home from work in five minutes (or less) — I asked that I be telephoned at work, so that I can get home to meet the technician.

Naturally the technician waited to call me at work until he arrived at my apartment. He then announced that I had five minutes to get home before he left. I said that was fine, and I got on my scooter and made it back to the apartment within five minutes . . .

and he was gone. When I got back to work, someone had left a message on my voice mail reporting that the technician had left (you know, because his time is valuable) and I needed to schedule another two-hour repair window.

All the technician had to do was follow the work order, and I would have been home to greet him. Now I have to live with this inconsistent cable signal until I can schedule another appointment.

Odd, to me, that customers are required to sit in their houses for two hours and wait for your technicians (often longer), but the technicians can't wait even the five minutes they've promised to wait — this after they've blown off the work order and failed to call the customer in advance.

To sum up: you sell a product that doesn't work, and you slowly fritter away the lives of the duped buyers who have to put their lives entirely on hold while you fail to make repairs. Ah, the privilege of a municipal utility monopoly. It must be nice for you. Now if only I could find a way to watch The Sopranos without subjecting myself to your digital service, which seems to function only 15% of the time, I'd be sitting pretty, too.



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