Comcast Why is it so Hard to get aProperly working Triple Play Motorola Cable Box?

Why is it so hard to get a Properly Working Triple Play Motorola Cable Box?

I’m a bit disappointed with the fact that I called & told the Customer Service people that I’m in need of a working box
The General Instruments Cable Box which was in the house did not upgrade to the iTV feature of the Triple Play like the cable box did downstairs which is a Motorola

The 1st day May 4th 2010 the General Instruments box was swapped over to the RNG110 which was quite UnAcceptable
but it was the only box on 2 Tech’s trucks
So I called back to Customer Service & explained the problem & another appointment was scheduled for May 7th 2010 & I was disappointed because for the 2nd appointment there was no Motorola box on his truck even though I had asked the Customer Service girl to make certain that there was a proper Triple Play box on the truck
The Tech was great & the Tech tried to find a box that would be ok for dvd/vcr/game hook up since he didn’t have a Motorola on his truck but all he could find on another truck was a General Instruments box that didn’t work at all even for just a picture on the TV

So while the Tech was here in the house "Closing the Ticket"
I Twittered @ComcastCares 
@ComcastBill answered my Tweet & Offered to mail out a proper box if needed

& I also Called 1-800-COMCAST to schedule another Tech to come out
Again I asked for the Proper Motorola cable box & NOT the RNG110 or General Instruments since they Don’t Work
The girl said that she put it into the notes for a Motorola Box to be brought out to the house

I asked @ComcastBill for the email addy so I could send pictures of the boxes & problem in general 
Because as the old saying goes a picture is worth a thousand words & 
It does seem that when going through Twitter the locals pay attention because the Twitter Team is located in PA where the main headquarters is located & they contact Management to help get things Resolved

Below is the email which I sent out to
I do suggest that when making a trouble call 
you take the following steps after making your call to Customer Service at 1-800-COMCAST

1) if you have the ability to Twitter for you to do so to get the attention of the @ComcastCares crew who will pass it up to the Management team of your Local Office & 
2) follow it up with an email including pictures if you have that ability
3) Do Answer the Phone Survey if they have the Automated Caller dial you & leave a message about your service call when you’re finished with the 4 questions

If all else fails &/or you have really bad Customer Service All of the Time Whenever you call for Service 
or are Threatened with Charges for Them coming out to Service Their Own Equipment & Lines…
You Don’t have to be Bullied or Accept Poor Customer Service from Any Utility Company
Remember that you always have available to you the really big guns 
which determine if they get to keep their License to Operate in your Town…

4) follow up with the Local Dept of Public Utility Control which should be listed on the bill 

^*^*^ Email Sent Out 5/8/2010 regarding Tweets 5/7/2010 to @ComcastBill ^*^*^

Subject: = Twitter @ComcastBill – Pics of Cable Boxes as per 5/7/Tweets 

——– Original Message ——–

This is the PROPER Working Cable box which does the Triple Play Caller ID on TV & has Hook up in back for DVD/VCR & TV Plug – it says Motorola Dolby Digital – since we don’t have the new fancy HD tvs I don’t think that it’s HD type of box which costs extra if I recall just regular Digital Cable that gets all the non-hd channels

This is the UNACCEPTABLE RNG110 cable box – I had originally the General Instruments cable box on this tv but it never got the Caller ID UpGrade/UpDates to work – this box is what they brought in to replace it & that means I can’t have DVD/VCR/game system hooked up to tv & have lost the outlet for the lamp because this box does not have the connection for the TV to go into the back of it

This power cord thing takes up the 2nd outlet since the tv does not have a place to plug in now like all the cable boxes in the past have had & there’s now no way to connect up the DVD/VCR/game systems so that we can watch & play our movies & games like we were able to do before

Sorry this picture is on it’s side but I was trying to show how the connections from the UnAccpetable Box is going into the TV – Notice the RCA jacks going into the front of the TV where the Game system is supposed to be plugged in at?
That’s because the UnAcceptable Box doesn’t have the proper Out Connections to plug into the back of this Cable Ready TV so there’s now a connection cable that just hangs there in the back of the tv

Not certain if you can see it in the prior above picture but here’s what it looks like in the back of our Cable Ready TV = just the connection cord dangling there waiting for the Proper Cable Box to be hooked up to it so the video can stream into the TV

This UnAcceptable RNG110 Cable Box Is Not "Ready"for a Cable Ready TV!
We customers mostly have Cable Ready TVs
even if we haven’t all been able to afford the costs of the new HD digital tvs
so the cable boxes Comcast stocks need to be back to the Default to what the majority of Customers Have Now
not what the electronic companies want us to buy
because many of us can’t afford to buy new tvs right now in this economy

this is a better picture of the connection cords just dangling waiting for the proper cable box to be connected & it’s so dark in the pictures because the floor lamp isn’t able to be plugged in any longer because this "new" cable box requires 2 plugs

So far 2 times Techs have been to the house & they’ve not been given the proper cable box to bring to the house
even though the 2nd time I called to make an appointment

I gave very specific instructions that what was needed was the Motorola Cable Box
which does both allow for the DVD/VCR/gaming system to be hooked into the tv as well as the Triple Play Caller ID on TV

The techs were great but their hands were tied because they weren’t given the Proper Equipment
(wasn’t thrilled with the contractor they sent out on another issue since he didn’t know anything but he seemed like a nice guy who just needed to be taught what to do but that’s a whole other issue, just like everyone HATES the Call Centers OverSeas)

I did call into 1-800-COMCAST to get another Tech for a total so far of 3 calls for this 1 problem with the Caller Id on TV issue due to the General Instruments box which was originally here & then the replacement being the UnAcceptable RNG110 box being installed & no Motorola boxes being out here on the truck
the CSR girl named Laura said that she has made note of the fact that there needs to be a Motorola Box on the truck for the tech to install & the earliest that they can get someone out here is Sunday morning from 8am to 11am –

PLEASE Make Certain that the Comcast Tech which comes out HAS the Proper Motorola Cable Box to install when they get here Sunday so a 4th Call doesn’t have to made

The confirmation number for the new trouble call is CR-204-612-734 & the confirmation number for 5/7/2010 visit we discussed on Twitter (very disappointing visit due to the lack of stock by Comcast’s warehouse poor planning) is CR-204-425-621 also an 8am – 11am appointment

My husband has confirmed that we do not have HD Cable Boxes
We have just 2 Regular Digital DVR boxes & 2 Regular Digital all channel boxes for both

Thanks for responding to my inquiries via Twitter – it does seem to be sometimes easier to get things moving because problems get brought up to the attention to the managers who aren’t aware of what the CUSTOMERS wants or needs are & can make the changes which are needed to better help the customers instead of just the profit margin

When will you be starting up a team to work via Google Buzz? Other businesses are getting on Google Buzz as well being on Twitter especially since it has much more to offer in the way of communications with people with the Buzz making a stream that stays connected & offers more than 140 characters to type & explain problems & solutions & a way give a heads up to customers about upcoming changes or outages that are occurring as they happen in various areas & in that way some of the phone line congestion can be headed off & another way for customers to report trouble spots

Thank you for your prompt attention to this matter & please do follow up so I can update my blog readers as to how this has been resolved

Your Comcast Customer @AvonCT1 on Twitter
Tweets R Nice but Discussion is better join me on #Google Buzz
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