Yesterday, I had
four…make that five different communications from Comcast staff, each one a Comcast employee wanting to make sure my phone service had been properly restored. The first, around ten in the morning, was a phone call from a customer service manager in Hayward. He and I spoke at length about the timeline of my wait Monday. I explained the conflicting messages I got from Comcast folks. He explained how their system works. I asked for a day’s credit for the day without phone service, he said he’d give me two. Very kind.
The second communication was a call—which came in while I was on the phone with the man from Hayward—from a Comcast supervisor in what I think is the AP&T/Comcast transition office in Concord. (I had talked to someone in that office near the end of the day Monday.) By way of apology, the second Comcast caller offered to include me on a year’s free Starz channel promotion…after a year I’ll have to cancel or pay. “You like movies?” he asked. “Sure,” I said.
The third communication from Comcast was a comment posted on this blog by a corporate communications rep. He was checking to see if all was well with my phone service and I commented back to him…yes it is.
And the fourth communication was a message left on my phone by a Comcast rep, Frank, from Philadelphia.
Each caller yesterday was friendly and helpful, and I learned some details of how service calls are made. Apparently Comcast has a ‘dynamic’ dispatch method, which I understand to mean that until they actually head to your house, no tech in particular is assigned to a particular service call…there’s an ongoing shuffling of customers and techs to minimize tech downtime. But what I found infuriating as I was waiting Monday, was the refusal of one of the people I talked to respond dynamically to the information I was giving her. I get that the tech’s time is valuable; I consider the mine to be valuable as well.
In any case, this all leads me to believe that if you’re struggling with a Comcast issue it makes good sense to post your story on the Internet. Or maybe everyone with scheduling troubles gets
four five follow ups? (The last call came in around 5 p.m. and was from the first Comcast rep, just double checking that all is well phone-service-wise.) Yes, my phone is still working. Yay! And the cable and internet access are working well, too.
As yet, I haven’t called the Philadelphia caller back, though I may try him later. In any case, I have his number. For right now, as happy as I am to have phone service back, I am tired of talking about my adventure in waiting for Comcast.