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Wednesday, February 6, 2013

The Losin' End of an Xfinity Support Case

It happened again. I had the lovely experience of dealing with a Comcast support person as my digital cable box derped...

Here we go...
Analyst Mandino has entered room (ooh, boy.)

Mandino: Hello Mongo, Thank you for contacting Comcast Live Chat Support. My name is Mandino. Please give me one moment to review your information.

Mongo: My Issue: letters dl appear with a rotating line next to it. Unplugged and plugged back in, error code E609 then FR hunt then it returned to the letters dl and the rotating line. Only snow on television.

Mandino: Thank you for bringing this concern to us. I will be more than happy to assist you with this today.

Mandino:  I can’t imagine myself having those equipment issues especially that cable TV is part of my daily routine, no worries, we’ll definitely work on a sure fix to resolve this one way or the other. (wow.. that was really generic and empathetic.  This guy is a bot or is pulling canned text from a command prompt.)

analyst Mandino has left room

Mandino:  That usually occurs when your service is still loading, initializing or dowloading.

Mandino:  We need you to please powercycle your box now Mongo, like unplugging it and plug it back in again after 1 minute. Would that be okay?  (why not just say, unplug it and plug it back in...  Powercycle?!?!)

Mongo: Sure

Mongo: It has been downloading since 7am EST.  (This was in response to his explanation of what the "dl" meant.)

Mandino: : Oh I see.

Mandino:  TI\  (crap, he's a terminator.)

Mandino:  Thank you for that information (oh... so, TI\ is probably some sort of chat autotext command... maybe /TI or TI/  was what he meant to write.  He's not a bot... but he may not be American.)

Mandino:  Lets just do first the power cycle Mongo and lets see if it resolves your concern today?

Mongo: yes. System is now unplugged... waiting 1 minute

Mongo: Plugging back in.

Mandino:  Thank you for cooperating.  (what am I going to do?  Resist?)

Mongo: E609

Mongo: FR 1

Mongo: Hunt

Mongo: DL and circling line

Mandino:  Same message?

Mongo: yes

Mandino:  Have you chacked it back already?

Mandino:  *checked

Mandino: : Oh I see.

Mandino: Thank you for that information. One moment please  (same exact wording as before... must be a quick text command)

Mandino:  Have you plugged it out from the outlet Mongo? (????)

Mongo: yes, unplugged from the wall.  (TIFTFY)

Mongo: It's connected to a power strip which runs to the outlet.. That was what I unplugged, at the wall outlet.

Mandino:  PLease give me a moment Mongo.

Mandino:   I will be more than happy to assist you with this. Just give me atleast 3-5 minutes as I review this concern first. Would that be okay?

Mongo: sure

analyst Mandino has left room (what ROOM?!?!?  Am I on a 90s chat site?)

Mandino: Thank you for patiently waiting Mongo.

Mandino:  After doing some research, In order to resolve this issue, I need to send a signal to your cable box. Please provide me the serial number of that box please. It is found at the top or at the back of it.

Mongo: one second (this lasted ten minutes, because I'm an idiot, my entertainment center is up against the wall, with everything shoved into it... and all of my decorations for Christmas were still up, most of which were plugged in and sitting on top of the entertainment center.)

Mandino:  Just approach me once you are done Mongo. You may take your time and I'll be more than patient to wait for you.  (read:  COME AT ME BRO)

Mongo: thank you

Mongo: There are two stickers on the back. One with just numbers. One with numbers and five X's in the middle.

Mandino:  The one with the X's in the middle please.

Mongo: (hidden number)

Mandino:  Oh Im sorry Mongo, Thats not the one. Im sorry

Mandino:  It should start with "M" or "P"

Mongo: shall I give you the other

Mandino:  regardless if theres an X or none.

Mongo: the other sticker said

Mandino: Yes please. Make sure it starts with "M" or "P"

Mongo: (number hidden)

Mongo: I need to check for the letters

Mandino:  IM sorry but thats not the correct one.

Mandino:  Please make sure it starts with "M" or "P".

Mongo: ok... third sticker

Mongo: (number hidden)

Mandino:  Great!

Mandino:  Thats correct now

Mandino:  Thank you for that information. One moment please

Mongo: good, because I'm out of stickers

Mandino:  hehe. (LOL)

Mandino:  Please give me 1-3 minutes as I will now send the refresh signal to your box.

Mandino:  PLease turn your box on now Mongo.

Mongo: Power button seems to have no effect. still showing the dl

Mongo: so, I'm guessing that it is on?

Mandino:  One moment Mongo.

Mandino: May I know when did this box activated?

Mongo: what year did I receive it, in other words?

Mongo: 2004

Mandino:  Oh I see.

Mandino: Thank you for going through all the troubleshooting steps with me Mongo. At this point, we have determined that the best resolution is for us to send a technician. As promised, I am here to make sure to get you the best resolution for that issue on this chat. I will take care of setting up the appointment for you right now.

Mongo: OK. My wife would have to be the person here when they come, but she is not sure what her schedule is. Monday is a holiday so that is probably a no go.

Mongo: Anytime after 4

Mongo: 4:30 is a good bet.

Mandino:  OKay Mongo. Let me check

Mandino:  Great!

Mandino:  Thank you for that information. One moment please

Mandino:   I will personally take care of this for you but before anything else just for security purposes, may I first have the last 4 of your SSN please.

Mongo: ****

Mandino:  Great!

Mandino:  Thank you.

Mandino:  Before we proceed, I need first to provide you your ticket number for this appointment. Please take note of this. It will be (redacted) Please take note of the following important information regarding your technician’s visit: The technician can arrive any time within the assigned timeframe. Someone 18 years or older must be present at the time of the technician’s visit for the entire duration of the technician’s visit. You must confirm that you will be present for the technician’s arrival on the day of your appointment. You will receive a call from our Automated System to confirm your presence at your residence.

Mongo: ok

Mandino:  We have 4:30- 6:00 on Friday Mongo. Would that be okay to you?

Mongo: would this be January 18th?

Mandino: Yes, January 18th

Mongo: Yes, this would be fine

Mandino:  Great!

Mandino: I am so glad to inform you that i am already done processing here the appointment schedule for you Mongo. To recap, we have addressed this concern by performing a preliminary troubleshooting and by coming to the conclusion that we need to send a field technician to check on this. This concern is resolved on our end.

Mongo: yes, thank you for your assistance

Mandino:  You are very much welcome.

Mandino:  Now that we have successfully scheduled a technician appointment for you, I am more than sure this will be addressed and resolved as soon as possible. All you need is to sit back and relax while waiting for the scheduled visit. We have followed all necessary steps and protocols in dealing with this technical issue and determined the resolution with precision. You may consider this resolved as correct process was undertaken, I made sure of that. I have comprehensively documented and endorsed this concern to the correct support.

Mandino:  Mongo, have I resolved all of your concerns to your satisfaction by scheduling you a technician appointment that will rest assured resolve your concern today?

Mongo: yes

Mandino: Great!

Friday came... and went.  I called Comcast and they informed me that the ticket number I was given listed Michael McDonald as the customer.

I said, "Really?  The guy from the Doobie Brothers lives in my neighborhood?"

I don't think he saw the humor...  Then again, neither did I.  We rescheduled and what started out as a two day fix lasted an entire week.  The tech finally showed up and I was given a new box.  Unfortunately, I lost all of my recordings, including the last two seasons of Supernatural that I had been sitting on, waiting for my wife to watch it with me.

So, I asked the tech about the issue.  What happened was that Xfinity.. Comcast... whatever they are called these days decided to send an update to the TV guide programming that is on digital cables boxes.  This update hosed a lot of cable boxes. 

How nice.  In a way, this was liberating.  The one thing that has been keeping me as a customer has been the fact that I had 99% spaced on my DVR filled.  I was so hesitant the last time I entertained the idea of getting something else, like Direct TV.  I began frantically watching all of my recorded shows in the hopes that I could clear them out before the guy showed up.  Unfortunately, I was unable to get Direct TV because I have four trees in my yard, blocking the direction that the dish needs to face.  I've also been told this was a crap excuse from the guy who tried to install it. 

Needless to say, I'm back to watching and recording, and my box is at a whopping 11%.  But, that will probably change as I get involved with other stuff and the weather gets nicer.  Yeah, right.  What a Fool Believes.

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