Tuesday, September 11, 2007

My Scheme to get the Rights Back to the Consumer vs. Comcast & Other Service Companies

So, get this. I call Comcast last night to schedule for a tech to come out and repair the faulty wire. The tech support person asks me if I want to purchase a maintenance program for something like $1.32 a month. Now, really, check this out: this $1.32 a month goes to waiving a service fee if they send out a tech, and the problem had arisen because of the configuration that affects the signal between the cable box and the TV (aka, ignorance of the owner who doesn't know how to configure their consumer electronics or doesn't know to contact their electronic equipment specialist before calling Comcast).

And this is after I basically had to yell at the tech that I know it's not my configuration, it's a stupid wire put there by them, Comcast. My configuration is OK, it has worked for the last year. Things started going wrong because the recent storms and high winds buffeted the wire in question. When I fool around with the wire, the reception changes and the modem could work every once in awhile then cuts out because the signal to it goes haywire.

Here's another clue: Comcast Sherlock, before I canceled the high-speed internet, the modem they installed was going haywire. Can you guess why? Right! Because of the broken wire! And that broken wire is in the realm of Comcast's responsibility.

As I basically keep telling them, they're responsible for fixing it, and they should fix it ASAP if they want to keep a customer and keep them happy. Also, by the way, as soon as possible is Friday of last week. No, wait. . .As Soon As Possible is three weeks ago when they sent the first technician to check on the whole issue, even if it would have inconvenienced us, the customer. Making sure their product works, and it works reliability, should be their #1 goal before they think about the comfort level of their customers.

So after spending hours on the phone, hours waiting around for their techs and hours watching their techs do stuff and not getting stuff fixed reliably, I think I should start charging them for my time they waste. I wonder what would be the going rate. . .maybe the future income I expect to make when I get my writing career going (since they waste my time getting there) or maybe my current wage. Who knows? Whatever it is, it needs to make clear that they're disrupting my life, my leisure, my future career and my current domestic/love life.

I don't think this should stand, if not just for me, but also for all their other customers. Imagine how the world of cable internet could change if we made our voices heard to Comcast, our overlord! So. . .anyone with me?

Maybe I could even charge them for the four days of pain and suffering in my wrists from screwing and unscrewing the connections between the wires, with pliers! Those things are damn tight. . .with a good reason, but something they should really do, not me if it causes me that much pain. . .and their service doesn't work reliably.

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