As soon as I received my shipping confirmation on the Tivo Series 3, I called up Comcast to schedule a service appointment for cablecard installation. The conversation that followed amused and frustrated me.
Comcast: "Hello, how may I help you today?"Trying to sell me a third cablecard wouldn't have just cost $2.50 more, it would have added an "additional outlet fee" on top. The Tivo counts as one outlet and the TV as a second outlet. From what I read online, the additional outlet can cost between $7 - $10.
Toyman: "Hi, yes, I'd like to schedule a service appointment to get some cablecards."
Comcast: "Okay, great. Just give me a second. Okay, are you installing these in your TV or a Tivo?"
Toyman: "A Series 3 Tivo. It uses two cards."
Comcast: "Okay, the HD Tivo. The first card is free and the second card will cost $2.75."
Toyman: "Okay."
Comcast: "It will also cost $23 for installation of the first card and $13 for the second."
Toyman: "Really? Even though both are in the same device?"
Comcast: "Yes. Oh, I see you currently have a Comcast DVR. Are you going to be keeping that?"
Toyman: "No."
Comcast: "Really? Why don't you want it? Are you not satisfied with the DVR?"
Toyman: "Absolutely not. It's far too buggy and unreliable."
Comcast: "Oh, I'm sorry to hear that. So do you want the technician to remove the box at the time of the cablecard install?"
Toyman: "Yes, that would be great."
Comcast: "So, I'm assuming you want your package changed."
Toyman: "No, why?"
Comcast: "Well, because you don't have the cable box."
Toyman: "But I'm going to have the cable cards."
Comcast: "Well, do you want a cablecard in your TV?"
Toyman: "No, just the Tivo."
Comcast: "Well, how are you going to watch the digital programing on your TV? You won't need your current package."
Toyman: "Um, no. That's not how this all works. My TV relies on the Comcast DVR right now, and it will rely on the TIVO with cablecards in the future. There's no difference."
Comcast: "Um ... well, no ... um, you should make sure to ask the technician if your current package will be affected by your setup when he's there. Just to be sure."
Toyman: "I'll be sure to do that."
Two weeks earlier I called Comcast to cancel HBO and had quite the argument with the customer service representative. She tried to convince me that I needed a higher service plan than I wanted or lose all of my digital channels. This was not the case. It took some arguing and quoting features from their website, but I won that battle.
Either Comcast has inadequately trained customer service, or they are trained to obfuscate the truth and confuse the customer into signing up for services they don't need. I hope it's the first case, but the paranoid conspiracy theorist in me believes it's all intentional.
Anyone else had a similar experience?
My experience when I tried to cancel my Xbox Live account wasn't as incompetent or dastardly as your experience with ComCast, but it was frustrating.
Me: I'd like to cancel my Xbox Live account.
MS Operator: Really? Why?
Me: I never use it. I have a new baby in the house and have no time to use it so I don't need it.
MS Operator: Well, have you tried using it after work or in the evening for stress relief?
I nearly dropped the phone. "Stress relief, huh? Stress RELIEF? All this time I've been using my Xbox to INCREASE my stress, but you're suggesting... let me get this straight... that I use it for... enter... entertainment?!?!"
Hers was clearly a script. What you faced was probably a script combined with a complete lack of proper training. In other words, I think you are right on both points: the management is intentionally trying to screw the customer by confusing them via poorly trained personel.
That does sound like a customer rep sticking to a script a little too well. I don't blame companies for trying to keep you as a customer, but it's the tactics that need to change. Wouldn't you think it in the companies best interests to leave you with a positive view on their service? How about offering a discount or refund to entice you to stay?
The worst case of this I ever heard about was the guy who taped himself calling AOL to cancel his account.
http://www.insignificantthoughts.com/2006/06/13/cancelling-aol/