June 22, 2024

Pierreloti Chelsea

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A Comcast rep created an remarkable confession. Then arrived the amazing BS

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Oh, why?

Comcast and client provider at times have the exact same term affiliation as White Castle and high-quality dining.

The enterprise has worked tough to boost, but it can be just improved its cable and world-wide-web prices, just as persons are doing the job from home.

That’s not so human-helpful. And it’s not as if other little shopper assistance snafus don’t still transpire, as I just uncovered.

My spouse and I became a contact mesmerized, you see, by The Flight Attendant. We get HBO Max as element of our Comcast (aka Xfinity) approach. 

At the time it was in excess of and Kaley Cuoco was however alive, we took place upon Sector, which is about youthful folks getting medicine and possessing intercourse although they are intended to be at work. 

Normally, we uncovered it the ideal supper-time viewing. But, after the initial episode, the HBO Max app wouldn’t let us in. It claimed it couldn’t validate our Xfinity subscription.

It was to start with-globe aggravating. I could log in by using Xfinity, but no, I was not permitted to look at any demonstrates.

In a healthy of naïveté, I tried Xfinity’s chat support. Right after an hour of getting requested a whole lot of inquiries, rebooting, pauses, a lot more rebooting, it was obvious the chat particular person experienced no idea what the problem was or how to resolve it.

The subsequent day, I remembered that the most effective client assistance device is Twitter. Comcast has a Twitter Immediate Concept support identified as, winningly, Comcast Cares.

So there I went to demonstrate my predicament.

Comcast Cares. It’s Genuinely A Wonder.

Comcast Cares attempts to be extremely user-pleasant.

Why, this DM discussion started with the Comcast rep providing: “What do you like viewing on HBO Max. My girlfriend and I just finished Speculate Woman this earlier weekend and it is wonderful that we will be equipped to check out new videos by way of there. You have achieved the proper position. I am far more than happy to enable you get entry to the app.”

This was a Friday at 3:30pm. 30 minutes later on, no resolution.

“I’m going to have to open up a ticket for this concern,” said Comcast. “Our superb highly developed restore group member will reach out to you about this matter. I’m happy it truly is only the a single application that is giving you troubles.”

You see how warm and human this was?

I was promised contact from the amazing and advanced repair workforce inside of 24 to 72 several hours.

Comcast Cares. But Probably Not That A great deal.

The next early morning, at 10:01am, a contact from a 1-888 range. I tend not to respond to individuals. It went via to voicemail. A 7 seconds-prolonged information stated a little something about urgent 2 if the problem was mounted, but it was half-garbled.

I DM’d Comcast Cares to marvel if they’d known as. The reaction was, as last time, extremely welcoming: “Thank you for letting me know that the technician referred to as. I fully fully grasp about not choosing up calls that come up as mysterious. I do not pick those people up either.”

You really don’t?

You happen to be admitting your calls, coming from an unknown variety, aren’t well worth answering? It was, in its way, a attractive human confession.

Sadly, things drifted in a troubling course. The rep made available: “I wouldn’t be in a position to assure that the technician will simply call back again.”

At all? Ever? No a lot more intercourse and medicine at operate? So what am I intended to do?

The rep attempted to reassure: “It could have been a pre-phone to get information on if the challenge is continue to existing. We are however showing the ticket for the specialized team is still open so they are still operating on receiving this settled.”

This rep promised they’d abide by up throughout the 7 days to examine almost everything was good.

You are going to convert into a purple banyan tree when I inform you that the irritating HBO Max factor was not solved that working day, the subsequent, or even the just one after that.

Comcast Cares. HBO Fixes.

So, on that Monday evening, I had yet another thought. Most likely HBO Max could do something about it. Possibly it, way too, experienced helpful customer provider.

I chatted on line with a friendly Max rep who tried out to shoot the trouble, however almost everything he prompt I might now tried. I could log in, but I could not look at any demonstrates.

Nevertheless, he persisted.

He produced a single past exertion. He prompt I use a different browser on my laptop computer to execute the Tv set login process. Lo achieved behold on this dark, cold evening and almost everything was instantly wonderful. The dilemma wasn’t HBO Max or Comcast. It was, apparently, Firefox.

We have been joyful. More place of work medication and sex in excess of chicken with rosemary and fennel.

Comcast Really Cares. About Some Issues.

The future working day, a Tuesday, the faithful member of Comcast Cares DM’d me all over again.

“Good morning!” they commenced. “I hope your 7 days is off to a superior start off! I wished to examine in to see if your HBO Max is functioning. I am exhibiting the ticket that we issued has been solved.”

By natural means, I bordered on the charmed. I described no Comcast engineer experienced contacted me, excellent or otherwise. I defined that HBO Max had fixed the problem.

The rep available: “I’m sorry to hear that was your working experience. In some conditions, they repair the concern and send out e mail confirmation the issue has been settled.”

Then, that practiced particular touch: “I know it took me very a little bit to established up my HBO Max on my bins, even though I experienced the app on my phone presently.”

That was pleasant to know. Nevertheless I could not assist asking the a person question that inevitably tortured my head: “When, in point, was the ticket marked as settled?”

The remedy arrived quickly: “I am showing the ticket was solved Sunday morning.”

Which was a small odd, as I’d only contacted HBO Max on Monday night time. Comcast was offering a blatant falsehood. The individual contact was attractive, but the factual nonsense was troubling.

The rep insisted: “What I see is that the challenge was settled and included to your procedure to [give] you a simply call to allow you know. I am sorry we did not connect when our support group reached out but happy to know you are now in a position to view HBO Max.”

I hadn’t time to offer you a “Be sure to excuse me, but what are you talking about?” prior to I was awash in another personal touch: “My family members and I viewed Ponder Woman the other evening. It was entertaining to watch the stunts in this film for us due to the fact we know a person of the remarkable stunt doubles in this movie.”

Amazing.

What can just one, for that reason, conclude?

Comcast was owning a lousy day, or two? Its engineers may well at times assert to have fastened an issue, even while they didn’t? Its Twitter shopper provider is delightfully human and caring, if verging on rather inaccurate and powerless due to the fact they’re all as well occupied looking at Speculate Lady?

Possibly it was all of the earlier mentioned.