Oh why?
Comcast and customer service sometimes have the same word association as White Castle and good food.
The company worked hard to improve, but it only increased the price of cable and internet, just like people working from home.
It’s not that human friendly. And it’s not like other small customer service snafus is not happening yet, as I just discovered.
My wife and I are getting enchanted, you see, by The flight attendant. We get HBO Max as part of our Comcast (also known as Xfinity) plan.
Once it was over and Kaley Cuoco was still alive, we came by chance Industry, which is about young people who take drugs and have sex while they are supposed to be at work.
Obviously we found it to be the perfect dinner. After the first installment, the HBO Max app did not allow us. It claims that it could not confirm our Xfinity subscription.
It was first world annoying. I was able to log in via Xfinity, but no, I am not allowed to watch any programs.
In a wave of naivety, I try Xfinity’s chat service. After an hour of many questions, recharging, pauses, recharging, it was clear that the chat person had no idea what the problem was or how it could be solved.
The next day, I remembered that Twitter is the most effective customer service tool. Comcast has a Twitter Instant Messaging service called Comcast Cares.
So there I went to explain my predicament.
Comcast cares. This is really a miracle.
Comcast Cares tries to be very user friendly.
This DM talk started with the presentation of Comcast: “What do you like about watching HBO Max? My girlfriend and I have just finished Wonder Woman this past weekend and it’s great that we can see new movies there. You have reached the right place. I would love to help you access the app. ‘
It was a Friday at 3:30 p.m. 30 minutes later, no solution.
“I’ll have to open a ticket for this issue,” Comcast said. ‘Our fantastic advanced member of the recovery team will contact you about this. I’m glad it’s just the one app giving you problems. ‘
You see how warm and human it was?
I was promised within 24 to 72 hours contact of the fantastic and advanced recovery team.
Comcast cares. But maybe not so much.
The next morning, at 10:01 a.m., call a 1-888 number. I tend not to answer that. It went through to the voicemail. A seven-second message said something about pressing 2 when the problem was fixed, but it was half confused.
I give DM Comcast to wonder if they called. The answer was, as last time, very friendly: “Thank you for letting me know that the technician called. I fully understand that I do not record calls that are unknown. I do not pick them up either.”
You do not?
You admit that your calls come from an unknown number, is not it worth answering? It was in its way a sweet human confession.
Unfortunately, things were moving in a disturbing direction. The representative offered: “I can not guarantee that the technician will call back.”
Anything? Ever? No more sex and drugs at work? What should I do then?
The representative tried to reassure: “It could have been a pre-booking to get information if the issue is still present. We are still showing that the ticket for the technical team is still open, so they are still working to get it resolved. . “
This representative promised that they would follow up during the week to see if everything was okay.
You’ll turn into a purple banyan tree when I tell you that the annoying HBO Max thing was not resolved the day, the next, or even the one after that.
Comcast cares. HBO corrections.
So on that Monday night, I had a different idea. Maybe HBO Max can do something about it. Maybe it also had friendly customer service.
I chatted online with a friendly Max rep who tried to shoot the trouble, but everything he suggested I tried. I was able to log in but could not watch any programs.
Nevertheless, he persisted.
He made one last attempt. He suggested I use another browser on my laptop to run the TV reporting process. I saw this dark cold night and everything was right right away. The problem was not HBO Max or Comcast. It was apparently Firefox.
We were happy. More drugs in the workplace and sex over chicken with rosemary and fennel.
Comcast really cares. About some things.
The next day, a Tuesday, the faithful member of Comcast Cares DM did me again.
“Good morning!” they started. “I hope your week starts well! I wanted to go see if your HBO Max works. I show the ticket we issued has been resolved.”
Of course I border on the enchanted. I explained that no Comcast engineer had contacted me, fantastic or not. I explained that HBO Max solved the problem.
The representative said: “I’m sorry to hear that this was your experience. In some cases, they are resolving the issue and sending an email confirming that the issue has been resolved.”
Then the personal touch practiced: “I know it took me quite a bit to set up my HBO Max on my boxes, even though I already had the app on my phone.”
It was pleasant to know. Still, I could not help asking the one question that inevitably tortured my head: ‘When was the ticket actually marked as resolved?’
The answer comes quickly: “I show the ticket was redeemed on Sunday morning.”
It was a little weird since I only contacted HBO Max on Monday night. Comcast presents a blatant lie. The personal touch was lovely, but the factual nonsense was worrisome.
The representative insisted: “What I see is that the issue has been resolved and added to your system [give] you call to let you know. I’m sorry we did not make contact when our service team reached out, but glad to know that you can watch HBO Max now. ‘
I did not have time to apologize, but what are you talking about? ‘before I was in a different personal mood:’ My family and I watched Wonder Woman the other night. It was fun for us to watch the tricks in this movie because we know one of the amazing tricks in this movie. ‘
Unbelievable.
So what can one deduce?
Comcast had a bad day, or two? His engineers sometimes claim that they fixed a problem, even though that was not the case? The Twitter customer service is wonderfully human and caring, if a little inaccurate and powerless because they are too busy to watch Wonder Woman?
Maybe it was all of the above.