See below for a brief unbelievable excerpt from my online chat transcript with a Comcast tech person yesterday. This was after a previous phone call to tech support with a woman who at least was fairly fluent in English, but I could understand only about 2/3 of what she said. No prejudice here, I can't speak their language at all, they are way ahead of me, but is this really how Comcast wants to deal with their customers? I am guessing senior management is so out of touch they have no idea.
By the way, I took the initiative this morning, went to my local Comcast office, swapped boxes and all is well now. Too bad I wasted 2 hours yesterday with their incompetent phone and online tech support with no idea of how to fix my problem, other than going through their on-screen prompts.
Problem: Starting this morning after a power outage, my dvr box says "DVR service is not available or is currently disabled" when I press the pause, back, etc. buttons. Also when I press Menu, there is no longer a DVR
Adronico > Hello Jim, Thank you for contacting Comcast Live Chat Support. My name is Adronico. Please give me one moment to review your information.
Adronico > I am glad to have you in chat today!
Jim > My Issue: Starting this morning after a power outage, my dvr box says "DVR service is not available or is currently disabled" when I press the pause, back, etc. buttons. Also when I press Menu, there is no longer a
Adronico > Oh my, thats quite unwell. I myself would certainly want to have my cable gets working well at all times. I understand how your cable service can be of significance to you as it is for me as well.
Adronico > I would be here to help you fix this now. I would more than happy to assist you with.
Adronico > May I know if this is happening with just one dvr?
Jim > I only have one. My other tv's are on digital converter boxes. I can see all the channels ok, just no dvr features.
Adronico > Oh I see. Thank you for checking, Jim.
Adronico > Now, here is what we can do then.
Adronico > Please allow me to pull up first the account and check things for you as well.
Adronico > Would it be fine for me to have a minute or two?
Jim > Sure. By the way, I called this morning and someone reloaded my programming, but that did not help.
Adronico > Oh thank you for that additional information.
Adronico > And may I know if it was for your dvr as well?
Jim > Yes, I was calling about this same problem.
Adronico > Thank you for that.
Adronico > Please hold on a minute or two.
Adronico > While I am pulling your account up, why not check out all 12 of our calling features. If you would like to know more about them and how they work, you may visit our helpsite at customer.comcast.com, or you
may go directly to this link: »www.comcast.com/Corporate/Learn/ ··· res.html
Adronico > As a leading cable company, our goal is to provide you with a consistently superior customer experience thats our guarantee. Learn more about the Comcast Customer Guarantee at
»www.comcast.com/corporate/Custom ··· customer
Adronico > Thank you for waiting.
Adronico > For this type of issue, we need to do basic trouble shooting steps.
Adronico > May I know if you are able to do this with me now?
Jim > Yes.
Adronico > Great!
Adronico > Now, here is how our resolution would work. I will be asking series of questions accordingly to the issue at hand. Your answer would help us to arrive with the accurate technical resolution.
Adronico > Your participation is highly needed and appreciated as well.
Adronico > May I know if the dvr you have was self installed one or it was through a technician?