Reviews:
 ·Comcast
| My Comcast Service One time I had to call Comcast because my data service was down. The modem did not have a connectivity light. Somehow the tech on the other end could still see the modem and determine the problem was not on their end.
OK, fine. I disconnected the power to the modem. Amazingly, simply amazingly, the tech said they could still diagnose the modem and there was no problem so it had to be my system. I explained to the tech that the modem was not powered up to which the tech explained how there was a battery in the modem that still allowed diagnostics to be run.
OK, fine. I then unplugged the modem from the cable. Amazingly, amazingly, the tech could still diagnose the mode when the mode was clearly sitting on my desk with nothing connected. Had Comcast taken wireless to an entirely new level? The tech said my signal levels were within specifications and the problems was clearly in my system. I then explained to the tech the modem was unplugged from the power and cable. At the point the tech unplugged and hung up.
I called again after reconnecting the modem. There was still no signal and the tech said that they could not connect to the modem and would roll a truck. Should be at the house about 1:00 PM the next day (Saturday).
The next day at 12:59 the fella arrived. He had been at the house before on the initial installation and a couple of service calls. He recognized me and said he did not need to enter the house as the problem was outside my dwelling. He replaced the drop to the house and there was still a problem. He then worked his way up the line. About an hour later he came back and said he found a bad amplifier and replaced so I should be good to go. Indeed it was all working now.
While at the house he asked to see the modem so I showed him the modem. He said there was a newer model that I could receive. I said OK and he went to his truck got a new modem, and replaced the modem. He noticed the router and said that is not an issue as he understands my network requirements. Within 5 minutes the new modem was registered and working.
He finally left at 3:00 PM, total time to repair was two hours and that included replacing the drop to the house. While doing the drop he also replaced the splitter on the inside of the house just to be certain.
So yes, there are some idiot techs that need to be terminated. There are also some excellent field service techs that know what they are doing and take pride in their work.
I asked for the guys name and employee number so I could send his manager a compliment. This would also allow me to specifically request his services again should they be needed. I did contact his manager and expressed my pleasure in the field service reps service. The manager replied that he was pleased as mostly what he hears is complaints, not compliments. |
