October 18, 2017

Clueless Comcast Technical Support

People seem to love to complain about their cable company. Admittedly, cable service seems universally too expensive, a fact that is causing many to abandon cable for other sources of entertainment media. Price aside, however, I have been very satisfied with the functionality of Comcast’s Xfinity X1 platform, which provides both my cable TV and Internet service. Additionally, I have been generally satisfied with Comcast’s technical support. In my experience, telephone technical support has been provided by savvy technicians who are knowledgeable and patient. In-home service technicians have gone the extra mile to assure that my service was up to par.

Either I had an uncharacteristically bad experience last night or Comcast has decided that providing excellent telephone support isn’t important enough to justify its cost.

I am a fan both of baseball and of The Rachel Maddow Show on MSNBC. Particularly during the fall playoffs, this presents a dilemma. Last night, for example, the Dodgers-Cubs game began at the same time as Rachel Maddow. My DVR is set to record all the Maddow shows, giving me the option to watch at a later time (often the next day). What I planned to do last night, however, was what I have often done when Pirates games conflict with my favorite political show, namely, watch the game on the television without sound while watching Maddow on my phone or tablet. Last night, I got error messages on my phone and tablet when I tried to access the Maddow Show. I also had this problem the night before as well and had simply put up with it. (I viewed Maddow after the game.) I had encountered this problem some time ago and remember a technician walking me through a fix. Unfortunately, I had forgotten what the fix was, so I called Comcast to solve my problem.

Things went badly from the beginning. In the past, it was reasonably easy to get connected to a technical support person. Last night, however, I was immediately connected to someone who spoke barely intelligible English and who didn’t seem to understand my problem. I asked where he was and was told that he was in the Philippines. We didn’t communicate well, and, without my requesting it, he soon connected me to a woman who seemed to be an American.

After listening to a description of my problem, this next person put me on hold for a while. When she returned several minutes later, she assured me that the problem was an outage in my area that had begun that morning. I asked if the error code I had received indicated an outage and what the nature of the outage might be, since my TV and Internet services were working fine and had been all day. I received no satisfactory answers to my questions and asked to talk to a supervisor.

It took a few more minutes to speak to a supervisor, who, I was told, was helping another customer. After yet another explanation of my problem, I was told that, in fact, the system would not allow me to do what I was trying to do. I could not watch a program on my tablet that was currently being recorded on my DVR; I had to wait until the entire program had been recorded. (Meanwhile, I was missing Maddow and the baseball game, as the telephone call was requiring all my attention.) I protested that what I “couldn’t do” was something I had done many times before. My protestations that I most certainly could do what I wanted to do fell on deaf ears. The supervisor seemed as technically clueless as the last two Comcast employees I has spoken to. At this point, I gave up and said that, no, the supervisor couldn’t help me with anything else.

I looked forward to the telephone quality survey in which I had agreed to participate at the beginning of my call. When I received the automated call-back, I, sadly, was asked only two questions: Was I the person who had called for support? How would I rate the service on a scale from 1 to 5? The answers were, of course, yes and 1.

After my DVR finished recording The Rachel Maddow Show, I again tried to view the recording on my tablet. I received the same error message. About 20 minutes later, however,  I was able to begin viewing my recording on my tablet. However, about 40 minutes in, the recording repeatedly reverted to a position about a minute earlier. I had never seen this behavior before. I finished watching the Maddow recording on my television.

I decided to document the fact that the supervisor didn’t know what she was talking about. I arbitrarily chose an in-process program to record. The program was Ink Master: Angles (whatever that is) on Spike. After a couple of minutes, I brought up the recording on my phone. I then took the pictures below of my phone and TV.

TV and phone screens showing that program is being streamed
TV and phone screens. Ink Master: Angles is being recorded (indicated by the red bar under
the top left image) and being streamed on the telephone.

TV and Phone Screens Showing Same Program
TV and phone screens. Ink Master: Angles on TV screen and being streamed on the telephone.
(TV and streamed content are never perfectly synchronized.)

Clearly, Comcast technical support is clueless and needs to be improved. The people I spoke to last night seemed to be consulting documentation of some sort in an attempt to respond to my problem; they didn’t appear to understand what was happening or what was possible. The next time I call Comcast, I hope I get one of the technical people who knows what he or she is talking about.

2 comments:

  1. Tonight, I watched the CBS Evening News on my phone from my DVR while watching the Yankees-Houston game on the television with the sound off. Of course, Comcast says I can’t do this. Shouldn’t Comcast be touting what their service can do rather than telling people (erroneously) what it can’t do?

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  2. I watched Rachel Maddow tonight on my phone while my DVR was recording the program and while I was watching the Dodgers-Cubs game on the TV with the sound off. I must be a magician!

    ReplyDelete

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