Another fun Comcast customer service moment

Comcast’s customer service sure hasn’t thrilled me lately.

Last Thursday I finally got fed up with having to push a bunch of extra buttons to change the volume of my receiver using my cablebox remote. So I looked on the Internet and found a plethora of sites that tell you how to change it. Except that they all talked about the Setup button.

Huh? Setup button? My remote didn’t have a setup button.

Let’s flash back to late last year when I was one of the first people in the Bay Area to get the HDTV PVR from Comcast. At that time, they gave me this remote:

So on that same Thursday, I called Comcast to inquire about this. Well, it turns out that all this time, I had the wrong remote. I should have had this one instead:

DOH! Well could they mail me one? Nope, on the phone they told me that I had to go to the local Sunnyvale Comcast office to pick one up.

Alright, so I go there Monday morning. When I get there, there is a sign that says “Closed until noon for company meeting.” Great. Just great.

So I go there again today… and this is basically the conversation with the representative at the desk:

Me: Hello, I’d like to get the right remote for my HDTV PVR. On the phone, they said this was the wrong one [presents current remote].

Agent: Well of course. You brought in your own remote. Why aren’t you using the remote that came with the box?

Me: Uh, no. This the remote that Comcast gave me.

Agent: No. Look it doesn’t even say Comcast on it. This I your remote for your TV or something.

Me: Look, this remote is on your own website! Just go to it! http://comcast.com/remote. Even the person on the phone knew about this remote.

Agent: I have never seen this remote before, it’s not ours.

Me: Well, I did move from Mountain View.

Agent: Let me look up your account to see if we’re charging you for a missing remote. (Whuh?) I’ve been here for 8 years and I have never seen this remote.

Me: It’s on your website, go to it! http://comcast.com/remote.

Agent: Well, there’s nothing on your account. Fine, here’s a remote. Use this one.

Me: Uh, thanks.

Well, at least she didn’t call me bitch dog or something.

Sheesh.