“well done!” comcast

Communication between my friend Sylvia and Mark Casem of Comcast Corp, should be a model for dealings between customers and service providers. In addition to the adage I mentioned in earlier postings of my own Comcast dilemma, “You can get more with honey, than you can with vinegar,” I think it’s safe to say “You scratch my back; I’ll scratch yours” is also fitting.

Dear Mr Casem,

I wanted to tell your putting me in touch with Ms Williamson, resulted in today’s visit from a Comcast technician. He was at our house for about an hour and found several problems, which caused the problems with telephone and Internet. He also found we had a very weak signal with the TV

 I have to commend Mr Craig Ralston, for not only his work but his rapport with his customers. He explained all he did and even gave us some education on our systems. He left us with his own business card to call him with any problem in the future. Hopefully that wont be the case.

 I thought you would like to know you have made another Comcast customer happy!

                Yours Truly,…Sylvia

To which Casem replied…

Thanks for the note! I will make sure Mr. Ralston and Ms. Williamson are commended for the job well done.

 

Best regards,

Mark Casem
Comcast Customer Connect

National Customer Operations

that’s it in a nutshell…and i love nuts…hugmamma.  😉

comcast to the rescue…again!

Glad to know that my friend Sylvia has finally got Comcast sorting out her telephone problems. I don’t think either of us will ever underestimate the power of the internet. I send out an S.O.S. to Mark Casem at Comcast’s corporate call center, and sooner or later he answers. None of us ever want to face a behemoth of a company, but when we have no choice, having inside help with the bureaucratic red tape is a God-send. And Mark has been just that, a God-send.

I just received the following good news in an email from my blog buddy.

Well today was the BIG day with our visit from Comcast! Having received email from Ms Williamson earlier, she had said she was unable to find anything wrong with our system. How she looked I don’t know, but in any case she said she would set us up with someone to come to the house to investigate.  I sent back dates, times of what would be convenient to us. She chose this  afternoon.
   Turns out there were several problems with the Internet, and telephone. He even found out our TV signal was insufficient. He was here for about an hour fixing everything that was wrong, some of which was on the outside of the house! The nicest man he was too. He gave us his business card with his personal number and assured us if there was a problem he would come and take care of it.
   I have since emailed Mr Casem as well as Ms Williamson, (who he put us in contact with) and told them how happy we are with the service we received today from Mr Craig Ralston.
   So now I have to thank you Millie for your blog, which got us to today!
   I asked Mr Ralston if he knew how it was that he was here today and he said he wasn’t sure about all, but he knew it came from Corporate. I then told him all about you and your blog! He was surprised, but tickled!
   Funnily enough his wife’s cousins are our next door neighbours we found out in conversation.
   Anyway, thanks again.
   Hugs to you both……………and a big lick to Mocha, I miss her.
   Oh I almost forgot  your dear husband thought about me while he was in England, and bought me back newspapers!!!! I’m having fun going through them with a fine tooth comb, even the ads!
   Glad you are home.         Love Sylvia

 

faith, hope and charity…lessons learned from the nuns…just trying to pass them on…hugmamma. 

if i were to speak

I’m not a public speaker. I heard my husband speak once at a community gathering of “movers and shakers” in the small, eastern Washington town of Okanaga. He was starting a conversation about possibly bringing employment to some of their citizens in the form of a call center, where questions could be fielded, and reservations booked for his company. Initially fearful for him, I was soon mesmerized by my husband’s comfortable, conversational style of public speaking. He smiled easily, added small touches of humor, and to my way of thinking, knocked their socks off! He did mine, anyway.

My daughter has also taken to speaking publicly without anxiety. At the end of her ballet company‘s season, the end of April, she and 3 or 4 fellow dancers choreograph pieces, setting them on the trainees. These are dancers hoping to be hired into the company one day. Unfortunately most don’t make it, so they audition elsewhere, or go on to do other things.

It seems my daughter has emerged as the spokesperson for WIP, “Works In Progress.” On the day the pieces are performed for a non-paying audience, she gives a brief introduction about the history of the project, and the choreographers, and the pieces to be danced. Evidently my daughter’s been congratulated by the artistic staff for her eloquence, and ease of delivery.

I’m not sure if I’ve always felt tongue-tied, with a panic attack near-at-hand just before standing, or sitting, to speak before a group, large, medium, small, or tiny. I know I begin to hyperventillate, trying, in the last few moments, to memorize an entire speech which I’d not written beforehand. But, of course, I can only visualize a blank wall, staring back at me.

So if I were asked to give a fantasy speech, for example about blogging, in front of a group of professional writers, here’s how it might unfold.

I’m not as good a speaker as I am a writer. That’s not to say I’m a great writer. It just means I don’t speak as well as I write. But I’m sure I don’t write as well as you all. If I could speak like anyone, I’d like to speak like Colin Firth, not the stuttering Colin Firth, but the tongue-in-cheek Colin Firth. Know what I mean? No, of course not.

I was asked to talk about blogging. Well, I’m only a novice, having started a mere 7 months ago. I can only tell you what I know, which is not a whole hell of a lot. Oh, sorry. Excuse the language. Getting old you know, words just slipping out, just as other things are apt to do in old age. Oh, sorry, sorry. TMI. TMI. My daughter’s words, not mine. Now where was I?

Blogging! Right! Pretty mind-boggling stuff, you know. Couldn’t do it without wordpress.com. Those buggers set the whole thing up, I just “click” wherever they tell me to “click,” and voila! I’m good to go. As long as I’ve got pictures with the directions, I can get most things. But when they start throwing around techy-speak, well I’m as lost as the cow who flew over the moon and never came back.

You want to know the truth? I don’t know why the hell they asked me to talk to writers about blogging in the first place. We’re birds of a different feather. You’re all flamingos, and I’m just a Hawaiian mynah bird.

But you were real nice to listen to me jabbering away about nothing. Mahalo!

i’d say the same about you, dear reader…hugmamma.

comcast answered! corny… but true!

The internet absolutely amazes me! When I publish a post, I have no expectations of hearing from anyone. It’s fabulous when I do, but there’s no pining away, that’s for sure. I just keep doing my thing, writing. Just when I was about to retrace my steps in offering to contact Comcast for my friend Sylvia, to advise that she communicate with an automated, robotic voice, one of my “guardian angels” appeared, to save the day once again.

Mark Casem of Comcast’s national call center is offering to assist my friend in resolving her telephone “echoes.” Since she subscribes to this blog, she’ll get the message. “So Sylvia, if you scroll down to the comments at the bottom of my previous post entitled “calling comcast…earth to comcast,” you’ll see Mark’s email address. Tell him “hugmamma” sent you, girlfriend! And believe me when I say, he’ll definitely get the ball rolling…as far as it needs to go!

i believe in guardian angels…especially the ones that hover around me…hugmamma.

comcast connection lost

Well, looks like the “link” with Comcast has finally been lost. It was good while it lasted, can’t complain. Will have to suggest my senior friends go the old-fashioned route, placing a call. Hopefully, Comcast will get the message that there’s a problem with their phone, when the customer rep can’t hear because of the echo that reverberates in his ears. If I can locate an email address for one of my former “guardian angels,” I’ll definitely pass it along. Maybe Comcast’s monstrous growth will bring an end to their charming, small town customer service. We’ll just have to wait and see. 

Wish all these new technologically advanced gizmos and gadgets could just work without hiccups. But I guess that’s life, never a dull moment. I’m keeping my fingers crossed, don’t want to jinx my working internet connection.

been there, done that…hugmamma.

“calling comcast…earth to comcast”

Well, it may be that Sunday’s a day of rest, as the Lord said, or it may be that my Comcast relationship has been laid to rest. Perhaps my guardian angels Mark, Michael and Amanda have all “gotten their wings,” like Clarence, Jimmy Stewart’s angel in “It’s A Wonderful Life.” And just as he deserved them, so too did mine. I don’t remember if I ever thanked them for their services, I’m hoping I did. Asking, and then receiving, should always be followed up with a gracious “thank you.” So “Thank you, Mark, Michael and Amanda! Wherever you are!”

Meanwhile, back to Sylvia’s phone issues. Maybe some new guardian angels will come along, looking to earn their wings. “Dear God, please help my friends…”

for messed up phones…let’s all pray, from our mouths…to comcast’s ears…hugmamma.

comcast, a “call” out for help

This time it literally is a “call” out for help. Over dinner last night, Sylvia mentioned their ongoing problem with their Comcast telephone service. For more than a month they’ve been experiencing an echo in their phone calls, inbound and outbound. There seems to be a delay in voice transmission, so that whatever she says is repeated. It must be maddening, and she confirms that it is, to carry on a conversation where each person has to pause before responding. Without the hesitations, communication would be a jumbled mess, I’m sure.

Because contacting a company like Comcast can be intimidating for seniors, I told Sylvia I’d try to get the word out to my “guardian angels,” Mark, Michael and Amanda. So let’s see if they’ll hear my voice once again through the amazing wireless connection that is the internet. If not, we’ll have to try the good old-fashioned telephone, that also may, or may not work. You can see my friend’s dilemma.

a small prayer never hurts…isn’t that what helped jimmy stewart in “it’s a wonderful life”?…hugmamma.

“and the beat goes on, la, de, da, de, day,” comcast

Comcast’s Mark  appeared from nowhere again, leaving me a comment! It’s like having a guardian angel. Maybe he’s trying to earn wings like Clarence, Jimmy Stewart’s sidekick on “It’s A Wonderful Life.” Love that show, just saw it last night, or was it the night before? Running between the computer downstairs and the laptop upstairs to see if they’re working is again taking its toll. Comcast is one topic I’d like to relegate to the archives, but of course it’s the first thing on my mind since I can’t even use my own computer to blog. Every time I sign on to my husband’s laptop, I must wend my way through a very lengthy process. It’s amazing how we take so much for granted, until we have to go through each and every step. No shortcuts here. This laptop only knows my husband; it treats me like an alien from outer space, or as the case may be, “internet space. But you know me, neither snow, nor sleet, nor rain, nor lack of internet service will stop me from blogging.

You may think I’m ludicrous, but I’m still hoping for a “happy-ending.” Do I have a choice? Well, maybe, but I’m an optimist, most of the time. Other times I’m a fatalist. Perhaps I’m a fatalistic optimist. Remember, I’m trying to help Mark earn his wings, while practicing compassion, and positivism. You can help by sending all the good karma you can spare. It’s the holidays after all, the season for giving…and forgiving. Do I sound like I’m trying to convince myself not to blow a gasket? You bet your sweet life!

Do you know about THE COMCAST CUSTOMER GUARANTEE? With our bill today, was a graphically appealing leaflet touting the company’s efforts on behalf of, well, us! Here’s how it reads, in full.

You spoke, we listened. At Comcast you can expect faster answers to your questions–24 hours a day, 7 days a week. A $20 account credit if we’re late to an appointment and a complimentary service if we don’t solve a routine problem in one visit. IT’S TIME TO EXPERIENCE WHAT GREAT CUSTOMER SERVICE FEELS LIKE. comcast.com/guarantee 

hmmm???…breathing deeply…ahhh…hugmamma.

still no comcast

It feels like someone stole our Comcast high-speed internet connection. Unlike before when connection was sporadic, now there is absolutely NO CONNECTION. It’s as if it died; it’s very eery. My husband did speak to someone yesterday, an appointment was made, but had to be canceled. So we’re starting from scratch again today.

Rather than call the national customer service “hotline,” I called the office number of the Auburn, Washington office as listed on the business card the technician gave me at the first appointment. I went through the automated service, pressing the appropriate buttons. The end result was that the computer “technician” reset our modem. That would be wonderful if Comcast’s computer can fix things, then there’d be no need for humans to try and solve problems which they have no clue about. I do feel for service reps who sit in an office somewhere other than where customers are, trying to figure out how to help them. They’ve no idea about the specifics, except that there’s a problem. Maybe customer service should be localized? I guess it’s cheaper to have call centers, frustrating for customers, but better for Comcast.

Well, I’ll check to see if resetting the modem did the trick. If not, it’s another call to someone, probably the national hotline again. I would call the technician who told me about noise interference the first time, but yesterday was his Friday, and his Monday isn’t until Wednesday. Patience is a virtue, isn’t it?

I’ll definitely ask to be credited for days when we were without  internet connection. Quite a saga so far, don’t you think?

counting to 100…hugmamma.