Subtitle: COMCAST CAN BLOW ME
I hadn't set up internet at home after the move, because I knew I'd be away for a while, and didn't want to deal with it. Dealing with Comcast is almost always horror show, so I was more willing to creep around my building looking for unprotected wireless connections, scuttling guiltily into the stairwell whenever someone was coming*, than I was to call Comcast. What I want to know is this: with 90% of the Old and Decrepit population of Cambridge living in my building, why are there at least 25 wireless connections, but only 2 unprotected? And none near me? Who told these people about WPA? Next I'll see one hobbling into the elevator with a Wii and a copy of Shuffleboard Extreme.
I had my old cable box and modem, so last weekend I finally wired up my system. Lo and behold I had cable. Premium cable. I was totally scamming The Man. No internet though. Clearly internet is more important than cable, so the next day I had to call and request service after all...my fight against the man was brief but satisfying, that $12 saved is like, 4 lattes. They set up an appt for someone to come out on thursday. I hung up. Then I thought to myself...hmm. I have all the equipment, a working cable drop, why do they need to come out here?
So I called today to find out why exactly someone needed to come, aside from it being an excuse to charge me $40. I talked to one person who had me on hold for 25 out of 40 minutes while he was trying to get his shit together, and then finally calls sales to get "internet added to my account" because he can't add my modem to the account without that. Oooooookay. He comes back and says the guy has to absolutely come out. He has paperwork to fill out. Numbers to write down. Functionality to note. Umm. Right.
So I hang up and call sales to ask why internet isn't already on my account. They tell me internet is on the account, but it's not active. Why, I asked, is it not active? Because the guy hasn't come out yet. Ok, yes, but what I'm wondering is what precisely this magical guy will be doing when he comes tomorrow? Given that, you know, I have all the equipment, and it's, you know, hooked up and WORKING? Well, she says, maam, it'll be easier if they guy just comes tomorrow. Easier for who? Me, the person who has to miss work, or you, the person who doesn't want to deal with this? And didn't I see specifically that there's a self-install option?
Well, ma'am, there is self-install, but if you cancel the appt for tomorrow and something goes wrong, you'll be charged for a repair visit, rather than this installation visit. Umm. A) It's not like the installation visit is free, so I'm not seeing the downside....and B) you're saying that if something goes wrong and a repairman has to come out, I'll be charged for the visit? Yes ma'am, that's why you want to go with the installation visit, because that's the only way we can verify that the equipment is working, otherwise you're just telling us it's working. Right. Because I would tell you it's working if it's not? Right, she says, people do it all the time.
So if my cable stops working a month down the road, you'll charge me to come repair your service that I'm paying for? Right, she says. Because I might have been lying about whether it was ever working, even though I was paying for it? Right, she says, people hook up their systems incorrectly all the time, and it's usually something small. But, says I, then it never worked, and doesn't it seem unlikely that I'd pay for a month of service that I can't use just to avoid a repair visit? I'm talking about if it suddenly stops working a month down the line, and you're saying that if I don't have the guy come tomorrow then you'll charge me for the repair visit a month down the line because it could be my self-installation? Yes, she says. So, basically, in perpetuity you can blame service problems on the customer if people choose to avoid the $40 fee of an installation visit, which in my case would consist of the guy walking in, poking the box and modem with a stick, pulling his pants back over his beer gut, hitting on me, signing a work order, and walking out? Please wait a moment, she says.
A few seconds later I hear some hold music, and then a very competent guy comes on the line. He has my internet working in 10 minutes. Have you ever been happy something's over, but still wanted to beat your head on a wall? I can't decide who is more evil, UHaul or Comcast.
*Since, you know, I look like such a hacker, and I'm STEALING.
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