kdmorse
join:2002-12-19
Germantown, MD
| Spectacular Buffoonery
Six years ago I left comcast for Dish Networks, due to unparalleled buffoonery on their part. Dish no longer pleases me, and I am giving Comcast another try (They have the best deal on HDTV channels). So far, I am unimpressed, even comically amused, as not a thing has changed.
1) On a Friday, I ordered Basic Cable, + HDTV, + their dual tuner HDTV PVR. Grand total, about $35/month. I made a point of making sure they would send a guy with a splitter, as I also want to feed the analog channels into my Tivo. I was asked why wasn't I using their Tivo box? I politely explained that A), They don't offer a Tivo, they offer a DVR, but it's not a Tivo. B) I *am* getting one of your DVR's. C) I already have the Tivo sitting here, and just want to continue to use it. This set the conversation back by about 15 minutes. No real problems yet, just a silly conversation with an untrained CSR. Appointment set for monday, 1-5pm.
2) Monday - I stay home all day waiting. 7pm, noone's showed. I call them up, they say keep waiting, he may be as late as 9pm. 9pm, I call, and am told to keep waiting, he may yet show up. MAY show up? Well, they haven't been able to get him on the phone all afternoon, but he only had one other install to do this day, so he should make it. 9:30 or so I get a call from a install supervisor telling me he received a message to call me, but doesn't know why. So I explain my tale, and he says to call him when I get home from work tomorrow, and he will come over and do my install personally. I complain, and am told I have been credited for a free install, and a free month.
3) Tuesday, I call at 6pm, he shows up arround 9pm. He did indeed bring a splitter, but only one cable (???). Ok, ignore the tivo, I'll do that later.
4) The DVR box doesn't work right. One tuner is dead, and the other is fuzzy. He power cycles about 5 times until it works. I have no idea why I let him get away with that...
5) He finishes the install (Motorola Dual Tuner HDTV DVR box), and HDTV doesn't look very good, so I look and....
6) The TV is connected via RF OUT from the HDTV box, into RF IN on the TV, set to analog channel 3. We then get into a big argument, and he SWEARS that RF OUT is the BEST connection, highest quality, best for HDTV, and that component cables are worthless. When I point out it's not even 16:9, he presses the zoom button on the TV, and says there - it's HDTV now. I tried, and I tried to argue with him, but it was like talking to a brick wall. He would not, under any circumstances, provide component/rca cables. He says comcast supports RF OUT only on their boxes.
7) I let him go, and get my own AV cables out and rewire it, better, but still not right. I get into the service menu on the comcast box, and all outputs are set for 4:3, 480i. I reset them to 16:9, 1080i, and suddenly it looks spectacular, real actual HDTV.
8) I hook up the Tivo, tivo is happy. I set the Tivo to record Lost in SD on Wednesday, I set the comcast box to record both in HD and SD so I can record and compare.
9) Wednesday, Lost in SD recorded very fuzzily. Lost in HD recorded not at all. Lost on the Tivo recorded perfectly. I start changing channels on the comcast box, and one tuner is fuzzy, and the other is dead, just like in 4). I reboot it 5 times, and it's ok again, but only for an hour.
10) I call them up, they declare the DVR dead. They have me exchange it at the local office the next day.
11) The next day, oops, they *have* no available boxes. They take the dead box, and send me away box-less, promising to call me in the next 7 days.
12) 20 days later... no box, and they still don't know when they might be in.
This is *exactly* the sort of silliness I left because of in the first place. The entire point of the exercise was to get DVRable HD. And at this they have failed spectacularly at all steps. They failed to arrive. They failed to hook up their HDTV box in a manner that sends HD signals. They failed to enable HD. Then their HD box failed. And they have failed to replace it.
So here I sit continuing to watch SD on my Sat. Had I gone as far as to disconnect my Sat equipment, I'd be a very, very, pissed off comcast customer. As it stands now, I find their complete inability to provide the very services they are advertising (HDTV & DVRs) so heavily absolutely laughable.
Just thought I'd share 
-Ken |
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briankelly9
Premium
join:2002-09-11 | was that the supervisor that did the install? |
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jkj860
The Final Frontier
join:2002-01-10
Valparaiso, IN
 ·Comcast
 ·Comcast Digital Vo..
| reply to kdmorse
That really blows that your area has such poor customer service. My service, from initial cable connection through digital upgrade, to HSI addition, to HD upgrade, and finally HD DVR upgrade have all gone smoothly. The only issue was when my DVR was installed, it was a sub contractor for Comcast who could only swap my HD box for the 6412 DVR.(for that they charged me $32 bucks) When it did not work properly they had to send out a real Comcast tech who diagnosed the defective box and promptly replaced it and made sure it worked properly. The CSR reps on the phone have always been very courteous and accommodating. The appointments have been reasonably on time within their stated time. The Comcast techs have all been knowledgeable. I guess it can differ from one area to another. I can only tell you that I have been very satisfied with my service with both video and HSI. I hope your situation works out for the best for you. When it all works as advertised it is an awesome system.
--
I know you think you understand what you thought I said, but I am not sure you realize what you heard is not what I meant. Nixon |
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rick92
Premium
join:2006-01-12
Eaton Rapids, MI
| reply to kdmorse
Sorry to hear about all the trouble you had! I too switched about a month ago from dtv to comcast they gave me a 2 hour window on the install btwn 3 and 5pm, the guy shows at 3:15 set up everything took his time and was quite professional. And no I don't work there. |
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meb
join:2002-12-12
Potomac, MD
| reply to kdmorse
said by kdmorse  :... So here I sit continuing to watch SD on my Sat. Had I gone as far as to disconnect my Sat equipment, I'd be a very, very, pissed off comcast customer. As it stands now, I find their complete inability to provide the very services they are advertising (HDTV & DVRs) so heavily absolutely laughable. ... So what current service makes you a Comcast customer?
Could you give us a follow up when you get your first bill ... just to let us know how laughable. |
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mikedz4
join:2003-04-14
Weirton, WV | reply to kdmorse
call and tell them you want them to come back out and install the service properly or you will cancel and go to directv. You will see how fast they will act then. They will be out in a heartbeat to make sure eveything in working properly. |
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djrobx
join:2000-05-31
Valencia, CA
·PHONE POWER
 ·AT&T U-Verse
·AT&T CallVantage
·Time Warner VOIP
·RoadRunner Cable
1 edit | reply to kdmorse
Comcast seems to have major issues keeping those DVRs in stock. You probably got someone else's bad box that they didn't test thoroughly. In LA they're actually givng out old [god-awful] single-tuner boxes because they're out of 6412s.
Its a nice product when it's working. They install with component and even provide optical audio connections here. Getting a nice 12' optical cable almost made it worth the $15 install fee.
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\\ROB - a part of the SCB local network |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
1 edit | reply to kdmorse
in theory you are putting your box on at least 2 splitters down by hooking it up the way you hooked it up. hook your tivo up via the coax out on the box. remember the dvr has a internel splitter for both tuners. alot of your issues could be from the way you hooked it up. maybe somebody has a better idea but i certainly would not put a splitter before the dvr. unless its the only outlet in the house your now at least three splitters down. thats a no no for a dvr. as a installer i never put a splitter behind a dvr without taking a meter reading first. as far as not having the box. people like them to much. |
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cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
| reply to kdmorse
said by kdmorse :... 9:30 or so I get a call from a install supervisor telling me he received a message to call me, but doesn't know why. So I explain my tale, and he says to call him when I get home from work tomorrow, and he will come over and do my install personally. ... 5) He finishes the install (Motorola Dual Tuner HDTV DVR box), and HDTV doesn't look very good, so I look and.... 6) The TV is connected via RF OUT from the HDTV box, into RF IN on the TV, set to analog channel 3. We then get into a big argument, and he SWEARS that RF OUT is the BEST connection, highest quality, best for HDTV, and that component cables are worthless. When I point out it's not even 16:9, he presses the zoom button on the TV, and says there - it's HDTV now. I tried, and I tried to argue with him, but it was like talking to a brick wall. He would not, under any circumstances, provide component/rca cables. He says comcast supports RF OUT only on their boxes. ... Supervisor huh ... this does sum up Comcast Montgomery.
I wonder how many Comcast customers don't know and end up watching low def resolution on $2500+ HD equipment?
There are 10 kinds of people in this world. Those that understand digital, and those that do not.  |
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Smokey Joe
join:2005-02-13
Beaverton, OR
| There are 10 kinds of people in this world. Those that understand digital, and those that do not. |
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cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
| reply to kdmorse
said by kdmorse :... 6) The TV is connected via RF OUT from the HDTV box, into RF IN on the TV, set to analog channel 3. We then get into a big argument, and he SWEARS that RF OUT is the BEST connection, highest quality, best for HDTV, and that component cables are worthless. ... I tried, and I tried to argue with him, but it was like talking to a brick wall. ... Did you show this Comcast supervisor your Dish quality? How is your Dish box connected to your TV?
I just did a quick comparison. I connected coax between a Direct TV Tivo, rf out and 35 “ TV(not digital or HD) - coax in - channel 3. My normal connection is SVHS, the highest quality connection Direct Tivo offers. I clicked between the 2 connections several times. The video quality over SVHS on the same equipment, same program is substantially better than over coax. Anyone with sight can clearly note the difference, even a supervisor. This should end the argument. At least with anyone not with Comcast Montgomery. |
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svideo
@comcast.net
| damn is that the best that directivo has is svideo? the comcast dvr has component outputs(the next level up as im sure u know already) then theres hdmi. i would definitely head over to the direct tv forum and raise hell if i were you as to why their box has lower quality outputs then the comcast box. well your renting it right cant you just swap it out for a higher quality one? |
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mikedz4
join:2003-04-14
Weirton, WV
 ·DIRECTV
 ·Verizon Online DSL
·Comcast Digital Vo..
·Comcast
| reply to kdmorse
the hdtivo has hdmi,etc but it's for hdtvs. Why would you need all those other outputs for a regular tv? The DirecTIVOs are on the way out now. They are being slowly replaced by DirecTV's own DVRs which of course have some bugs but not as many as the comcast dvrs and DirecTV unlike Comcast, Motorola and TVGuide, is actually trying to fix the problems instead of denying they exist. |
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svideo
@comcast.net | thats cool what do they come swap them out for you for free ? |
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Ebolla
join:2005-09-28
Dracut, MA | reply to mikedz4
since when has anyone at comcast stated problems dont exist? I am sure you can see many posts from people here who are comcast employees agreeing with you. Motorola even will state they are trying to correct issues if you contact them. |
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kdmorse
join:2002-12-19
Germantown, MD
| reply to rody_44
in theory you are putting your box on at least 2 splitters down by hooking it up the way you hooked it up.
My post was long enough as is, so I didn't include every single diagnostic step. But - the problem appeared before the splitter was ever involved (At point #4). Additionally, when the box went south on me I did remove everything else and tested straight from the wall.
Wall direct to back of Comcast DVR - Tuner #1 = Fuzzy Black and white pulsing signal with lines through it
Wall direct to back of Comcast DVR - Tuner #2 = This channel will be available shortly
Wall direct to back of TV = Perfect Signal
Wall direct to back of Other TV = Perfect Signal
Wall direct to back of Tivo = Perfect Signal
as a installer i never put a splitter behind a dvr without taking a meter reading first.
Excellent idea. Would have loved for the installer to have used a meter to check the signal. Sorry - he didn't have a meter. They don't send installers out with meters, only repairmen if a problem is reported.
as far as not having the box. people like them to much.
It also might help if they didn't hand out used, abused, beaten, dented and dirtied (complete with what appeared to be peanut butter) units to customers. I'm suspecting I will have absolutely no problems should I receive a "new" unit.
-Ken |
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rody_44
Premium
join:2004-02-20
Quakertown, PA | reply to kdmorse
when i got mine it was new. |
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mikedz4
join:2003-04-14
Weirton, WV
·DIRECTV
·Verizon Online DSL
·Comcast Digital Vo..
·Comcast
| reply to kdmorse
If they admit there is a problem with the boxes then why isn't it fixed? The 6412 has been out for over a year now and it still has the same software, firmware and problems it had when it was released. Why?
DirecTV is updating the R15's software and firmware all the time to fix the problems and it's only been out since November. I think they've already had at least one or two updates in that time frame. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| reply to kdmorse
Um, to be fair, did you have a contractor? or an Inhouse tech? All inhouse techs have meters if that system is on the Commtech program which last time I heard, all systems were on the Commtech program. (There really is no longer an installer and a service tech, per say. Not as in the old days there was a distinct difference)
You also made a comment that "this time the guy showed up with a splitter and cable" or something of the sort. Techs are never 'told' to bring a splitter in all sense. It's assumed that technicians are stocked with a variety of splitter on their truck. Unless that tech ran out, didn't do a good check and reorder any in time, well. Again, they should all have splitters.
Makes me wonder if that was a sales rep (it happens) doing an install, a contractor, well I will spare the contractor bashing for now, or just a poorly prepared technician. Really, the only thing a technician gets is a work order outlining the services ordered or changed on the account. It's up to him to make sure he grabs the proper boxes in the morning. Everything else is just van stock, really.
Yes, DVRs can go out bad - it happens. And yes, they can run out, unfortuantely there isn't much that can be done. DVRs are a hot item right now. Infact, many systesm wouldn't let the employees have them for any reason - even at full price. Running out? It happens. There have been time our system was way over budget. One week later? GONE! Either by service call, or by customer order.
What I see here that happened - poor planning by the tech both the first for a no show and the second for not being prepared. There was a bad box, no replacement. He could have found one from another tech but even then, techs, at least in our system, is only given a box per work order and no extra. One goes bad? Well,...) Finally, the lack of communications on the company for not keeping you informed on the box issue.
They DID try to get you "a" box and they did try to get one to you when they came in. Sometimes the boxes that are supposed to arrive, don't arrive on time.
Sorry you had this problem. Please do update us on what happened.
One other thing, in all honesty, the way you wanted the TIVO hooked up to that DVR - I as a tech would never touch that setup. It's not supported by the company and as a tech, I certainly know that it's not a compatible hookup. I would have placed a DCT2000 up to that TIVO as a stand alone. The dual tuners are not TIVO friendly UNLESS you choose to use it as a single tuner DVR since the tuners can switch on their own if you program them. IOW, hooking a DVR to a DVR is not good. Also, just because you want something hooked up a certain way doesn't mean that the company is going to do it for you. The tech probably tried it just to get you off his back. Reason? Company doesn't want you to call in and take up call center time trying to get something to work that the company knows won't. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| reply to mikedz4
said by mikedz4 :If they admit there is a problem with the boxes then why isn't it fixed? The 6412 has been out for over a year now and it still has the same software, firmware and problems it had when it was released. I believe i've been through 2 firmware updates that I am aware of. It may have been just one, but no, it's not on the same firmware since it was released. That I can be asured of. I've sat through many a firmware D/L dances waiting for the new FW to load.
Comcast, Guideworks and moto has never said they were perfect. What you want is an instant fix, understandably, but if Tivo had the same problems, you think they would get the fix out any quicker? It's in the best interest of the makers to correct the service. Either a massive lawsuit could happen, or they simply loose market. |
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