[BC] Poor customer support

[RichardBJohnson at comcast.net]

I have told this before, but it bears repeating because it shows some of the problems with so-called service agencies. The home behind me is at 170-R Main Street. My home is at 170 Main Street. The home behind me is owned by a lady who lives in Florida. She used to rent it. One of the renters was late on his Comcast payments so Comcast came to my home and disconnected my cable. They not only disconnected my cable, but they deliberately damaged it by pulling the wire out of my sill and cutting if off, flush with the outside wall. The idea, I am sure, was to require a complete new cable installation for which they charge about $300. The culprit did not know that I had installed the cable when I completely revamped the house. I had about 10 feet of cable, coiled and neatly stapled inside my basement, so feeding a new length out and installing a new connector was trivial.

I tried for several weeks to have Comcast come to my home and repair their damage. They refused. They claimed that I needed to take time off from work and be at my residence when they would arrive sometime between 8:00 AM and 5:00 PM. I said this was unacceptable and I had a friend send the corporate office in Philadelphia a "lawyer letter."

Someone from their "Executive Service Department" called me at work to inquire about the time I would be available after normal working hours. I said that after 6:00 PM on any day would be fine. They sent, and I am not making this up, a service supervisor from Philadelphia. He drove his truck from Philadelphia, Pennsylvania, to a town north of Boston, Massachusetts, to fix my cable. The supervisor said that the company was afraid of "job actions" if the work was done locally. They felt that it was best for someone from the corporate office to respond because someone's feeling might get hurt if they were told they disconnected the wrong house.

Cheers,
Richard B. Johnson
Book: http://www.AbominableFirebug.com/

----- Original Message -----
From: "Jeff Glass" <Xmitters at aol.com>

In a message dated 2/26/2010 4:21:07 PM Central Standard Time, broadcast-request at radiolists.net writes:

>So how would you rate the service I got from them? Ultimately it was
>great-but
>I would also consider the tooth pulling I did is a hassle-and also I'm sure
>the general public doesn't know any computer network radio hosts!

>By the way, I still own the domain-and will entertain offers for purchase
>(lol).

Dana,

That is a great story. Just goes to show that sometimes, you have to get the vendor's attention. Classic application of (Charles) Coleson's law which states "When you have them by the *****, their hearts and minds will follow." 

I would still rate HP's service to you as "zero" because in my opinion, it was too little, too late. But if you would buy another HP product, then the VP batted a home run for HP by giving you a new 'puter. If that happened to me, that warranty replacement computer would have been the last thing they ever sell to me.