Comcast Corporation Complaint - Bad tech support
TACOMA, WASHINGTON -- Since Dec. 31, 2003 I have not been able to play my character on battle.net in the game diablo2 because my internet has interruptions. My character freezes up while the game continues so the monsters kill me while my screen is frozen. I called battle.net and spoke to their tech and he had me run a trace route and it showed I have interuptions. He said to call my ISP. I called comcast and after an hour wait i finally got tech support but unfortunately the lady did not speak english well and even worse she knew nothing about computers. She then told me to e-mail my trace routes to their support department and gave me an e-mail address of email@example.com, needless to say that was a bad address. So I called back and after another 1 hour wait on hold she gave me another address which i e-mailed my trace routes to. Well Today is Jan. 12, 2004 and i still have not received an e-mail back-but wait it gets worse.
A few days later i called again and spoke to a guy in tech support-this guy did speak english but unfortunately for me he was a few neurons short of being a potato. I explained the trace routes that i had done with battle.net tech guy and that it showed my internet has interruptions. When i do a trace route i get a max of 10 lines sometimes only 6 lines and out of all the times i traced only once did it say request timed out on line 10 when it should say that everytime. The guy started talking at me about why it is supposed to say request timed out and why it should be more than 10 lines- i tried explaining to him that the battle.net tech told me that it is supposed to do it that way. He just kept saying that it is not supposed to say request timed out and that it should only give me 6 to 10 lines and he kept asking me why that shows interuptions and what are interruptions-well if i knew all that then that would probably make me a computer expert and i would not be calling tech support then would I? So a couple days later i called comcast again hoping that i would get someone other than the first 2 people who were a couple of sandwiches short of a picnic and i got another lady who also did not know computers but she at least was able to admit she knew nothing and said she would put a ticket in for upper tech support to call me back. A few days later tech support called me and i told the guy about the trace route and immediately he knew what i was talking about and said ya that shows interruptions so he said he would send a tech guy out. A few days later tech guy came out and ran tests and said it was the connections outside to the power pole and said he would put in a ticket for one of those techs to come out in the next 2 days to a week. An hour after he left another tech guy from comcast came out because the paperwork from the first road tech came back to same dept. so he said he would route it to the right dept. So at this point i do not know if i will ever be able to play on battle.net again since comcast just screws up one after the other.
Now the other problems i have because of comcasts first 2 incompetent people is that i signed up with AOL to see if it was my computer that had the problem since the first 2 incompetent people denied that the problem was comcast. Now i have to go through the hassle of cancelling AOL and I also installed many different virus removal programs such as norton, mcfee, spyhunter because the guy at comcast said it was my computer or battle.nets site which i knew it was not battle.net because all my friends were playing without lag.
Here is my proposed resolution to this problem: I would like for them to reprimand the guy who made it sound like i was stupid because i was talking about interruptions which he said he has never heard of and he kept saying that you are able to surf on the net so there is no problem-well surfing on the net with a 2 second delay every 20 seconds is not noticeable but playing a game and getting a 2 second interuption and ur screen unfreezes and your sorceres is dead and her body is surrounded by 20 monsters is noticeable. I would also like for them to come out and fix the internet connection this century before i turn 80 and will get arthritis in my hands and will no longer be able to play diablo. One more thing- u need to hire more peeps to answer ur phones because an hour wait each time is absurd by any standards especially since ur techs aren't even really techs u could afford to hire more since apparently they are minimum wage and not computer experts.
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