Good experience with Comcast support and my Tivo HD

[westside_guy]

I live in western Washington state. My Tivo HD had been without Fox Sports Northwest HD for about a week - meaning when I'd tune it in, I'd get a black screen with no sound. The SD version of FSN was still there, but even with the compression Comcast uses HD sports are much preferable. Anyway, I tried resetting various things at my end, just in case, but no go. So this morning I called Comcast, and when I finally got to a person (yes, that is a complaint about their phone menu system) he tried a few different things and ended up getting it resolved in about five minutes.

I know this wasn't some huge complicated issue; but since I usually only see the negative reports here, I thought it was worth mentioning the helpful assistance I received. I've only had to deal with them twice regarding my Tivo HD - once to initially set up the m-card and now this time - but in both cases I felt they did a good job. Both individuals seemed reasonably well versed in Tivo menus and cablecard support.

[orangeboy]

Cool! It's great to hear success stories relating to Customer Service. :up:

[jayfest]

I've personally called Comcast support MANY times, especially when I had one of their DVRs in addition to my TiVo, and I'm not terribly upset with them. A lot of the complaints I relayed to them about the Comcast DVR were not really resolved, but it's not really the CSR's fault if the DVR software sucks. When it has been about issues of outages or hardware problems or stuff where the CSR could actually DO something, I have gotten helped what I consider a reasonable percentage of the time. Yes, there are some times that I feel like I have a better idea of what's going on than the person on the other end of the line, but mostly I feel that, in general, they're not so bad, Some of the time I get the impression that the CSRs are not kept up to date on the latest technical info. It's not clear to me to what extent this is the fault of the individual rep or of their management.

[treaty]

So what was the problem and what was the fix?