Hello my friends. Here is the latest and final (?) installment of my ongoing saga with Comcast.
As you recall, the last appointment found me sitting here by myself. The field rep called to say he was running behind, but would be here. He then asked me to explain the issue. He had no clue what I was talking about. It was like I was talking another language. Two minutes after hanging up with me, the central office called to tell me that the field rep was running behind and would not be able to make it. Isn’t that an interesting coincidence.
After calling to speak to a manager the next day, I was told that they would send out a “veteran” technician o friday as well as credit me for my down time.
That brings us to today. I left the office early (again!!) to make sure that I would be home by 5:00 p.m. for my 5:00 – 8:00 p.m. appointment. The field rep showed up around 6:00. He asks me to explain the issue; I do for the umpteenth time. The first words out of his mouth??? “So, you have two cable cards in the Tivo?? I’m not familiar with these units.”
Since I was expecting to be disappointed, this was not a big surprise. So, I start explaining the basics of what is going on and what is supposed to happen. He doesn’t seem sure if this is a supported config, but he start’s thinking about the issue to see what he can do after I tell him of all the people I know with this setup and a little forum called TivoCommunity.com. Along with this explanaton, I also show him to two slots on the back of the unit along with the on screen config screens.
He places calls into the office and at one point the office asks him to check a setting on the television. Apparently the office didn’t get it either. The television settings don’t do anything. He changes out the cable card (again), has the office send out a new init signal, swaps out the cable between the wall and Tivo, and at one point (either accidentally or on purpose, not sure which) unplugs the HDMI cable.
We then check to see if we are getting any stations and what do you know. Both cable cards are now working. I’m not really sure what did it since so many things were done at the same time. My bet is the new cable card. There is nothing wrong with the cable from the wall and I had already tried unplugging the HDMI cable (saw that on another forum).
This has been quite an ordeal. I never would have dreamed that a single organization could be so screwed up and ineffective yet have such a large customer base. Unbelievable.
But, this is not the end. I’ve collected a list of officers’ names (see below) within the company and plan on sending them all a letter outlining my ordeal. I should just be happy with getting my service, but at this point I’m annoyed and aggravated and want to share some of the frustration.
So my friends, this brings us to the end of this exciting chapter of “How can Comcast screw me?”
Now that I have everything up and running, I won’t even be able to enjoy it. 
I’m off to Sebring International Raceway for a weekend of vintage auto racing.
I hope everyone has a wonderful weekend.
R.
List of Comcast executives getting my letter (I may add a few more)
Brian L. Roberts Chairman and CEO Comcast Corporation Stephen B. Burke Chief Operating Officer, Comcast Corporation
President, Comcast Cable Communications
David L. Cohen Executive Vice President
Mark A. Coblitz Senior Vice President, Strategic Planning
Stephen B. Burke President, Comcast Cable
I’m glad that you finally got it working. It sounds like you probably had bad cablecards to begin with. I suspect that it won’t be your last post on the issue though. You still have to go to the billing process. Remember how no one seems to believe it’s possible to have two cablecards in one box, well their billing department isn’t convinced that it’s possible either. Don’t let them charge you extra because they think you have service at two TVs. They’ll try, it’ll take anothe 10 hours on the phone, but in the end you’ll save money. Also if you haven’t cancelled your digital service, my advice is to do this. Unless you watch premium channels or absolutely have to have the military channel, then you’ll save an extra $15 a month by insisting on not paying the digital charges. Good luck with the letter, you may have more luck with a letter to your local francise FCC board or to the local paper.
Comment by davis freeberg — December 2, 2006 @ 4:16 pm
I could not agree more with Davis – it’s worth the battle …
Comment by Eileen — December 14, 2006 @ 3:00 am
[...] I don’t fully understand why a lawsuit ever had to proceed this far to begin with, but I am happy that TiVo was able to bring resolution to this matter. Consumers have enough to worry about dealing with the cable and satellite companies, they don’t need TiVo trying any shenanigans too. The gift certificate laws are put into place to protect consumers from all of the fine print that accompanies the various rebate schemes that we have to deal with and if TiVo wants to sell gift cards in California, they need to play by the same rules as every other business in the state. [...]
Pingback by Davis Freeberg’s Digital Connection - TiVo Quietly Settles Gift Certificate Class Action — December 18, 2006 @ 11:22 pm