My DVR/HD box responded slower than a turtle. So I faced the adversity I knew was coming and as I left for the COMCAST (XFINITY) service office at 7:30 AM my wife made mention that I was leaving too early since it didn't open until 8:30PM. I arrived at 8:00AM and found a line of 22 people. The first guy in line had arrived at 6:30 AM. a woman arrived just after me and compalined that she had made three appintments to have installers to install service and waited all day each day and they didn't show. She wanted a face to face and given what she had experienced I thought she was quite calm. I suggested that she tell them she wanted six months free service for the problems they caused her and to hold out for nothing less than 3 months.
When they opened only one service rep was there and another showed up an half hour later. There wasn't a happy camper in the building. However every time the service people completed a transaction we all applauded as the customer walked out the door.
When I finally got home, 2 hours later, I called after hooking up my box to have it activated. It is suppose to load its programs in 45 minutes according to the rep. The long and short of it is that I had to activate the box 4 times and on the following day despite my misgivings I agreed to power off the box so it could reload quickly. It took almost all night to re-load. In addition despite 4 different XFINITY people attempts we could not properly pare my remote to my TV. I can get guide and no volume or the reverse but not both. So I spent another 1/2 hour convincing a rep to mail me a remote. I also had to make arrangements to have a tech come to my home to test to see why the box does not fully load/ and /or takes forever. My tech is scheduled for between 2-5 Saturday. However the telephone rep told me if he doesn't show up I can get a premium station free for 3 months. I replied that this certainly was not a confidence builder and that by the way I had all of their premium stations now.
In fairness to the XFINITY employees they were quite patent and courteous and truly wanted to help me. I believe these employees are being placed at a disadvantage owing to poor management. I intend to focus my letter of concern to the board of directors. I believe XFINITY sub-contracts too much out
|