Customer service never available
For the past few months we've had trouble with our DVR cable box supplied by Comcast. Basically the DVR stopped working reliably. The recordings always come out jumbled with the sound going in and out. Terrible frustrating to watch. So I had heard I could swap my cable box for a new one at a local Comcast location. Only trick was to find one.
Their website offered no information on these local locations, only their 1-800 number. So I figured no big deal, just call the 1-800 and get the location to do the exchange. My first call was around 3pm from work. I spend about 10 minutes on hold until I was finally told my a recording that their call volume was too high and I would have to call again some other time. Then it hung up on me. Great. I tried again later that afternoon. Same problem, too many callers, so they hung up on me.
Next day, I figured I would try in the morning, mix it up a little. I called around 10:30AM. This time I seemed to get past the messages from the day before, I was excited to be on my way to speaking with a real customer service person. Well about 10 minutes into holding, I was told that unfortunately due to high call volume, I was again being disconnected and to try again some "other" time.
That's when I got an idea. The 3 times before I called I was always selecting the options that said I had a problem and needed help. I decided to call one more time, this time saying I was a new customer looking for service/upgrades. 30 seconds and I'm on the phone talking to a real customer service person! Shows you where their priorities are! Well she was more than helpful as she located a drop off location within 20 min of me, and I was able to make the cable box switch.
Of course, the new box has yet to work. I just get a "please wait your channel will be available shortly" message. I'm keeping my fingers crossed!
** UPDATE **
Just called them again (using my tactic above) and they reset my service/box remotely and now my channels seem to be coming in. So, long story short, if you can get through to them, the customer service is good. Getting to talk to a real person is the hard part...