Victory is mine, for a price

Victory is mine!  Well, sort of.  And, with a price.  But beyond that, VICTORY IS MINE!  Or is it?  After almost a month of complaining, calling, indefinitely holding, and missed appointments our Comcast cable service is working as expected.  For those of you that have been keeping up with the story, you can read up on my previous posts below, but the short version is it was broken, and using a combination of just about every method (chat, phone, blog, twitter, facebook), I finally got them to send out another tech to look at our cable boxes.  The issue was (again) determined to be “outside the house”, and that repair guy actually showed up this time!  I wasn’t home, but my understanding is that he worked on the connection outside the house, and had to drive over to whatever connection station they have to make the repair.

Anyway, the service is working, and I guess I have to keep my promise and pay this month’s bill.  Sounds like a great story, no?

But, did I really win here?

How many hours do I have invested in chasing down what should be considered basic customer service?
The bottom line is, if you offer a product or service and it doesn’t work, you make it work or you don’t bill for it.  Right?  How have we drifted so far from this basic principle?  When the service I paid for started working I felt like I accomplished something amazing.  But I haven’t.

If I was standing in a watch store and bought a watch and it didn’t tell the correct time I would get a working watch from the sales person in about one minute, two MAX.  Why did this take 4 weeks?  How did we get so used to shitty customer service that actually getting what you paid for has become an amazing accomplishment?

My story could likely be used as a victory for Comcast’s customer service division, where a huge problem on social media and phone was dealt with and fixed by a large group of people who came together.  I wonder if they’ll include the stack of calls and complaints it took to get them to do it…

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