Kathy
2005-12-14 18:37:52 UTC
Because I've had so many bad recent experiences with tech support, I thought
I'd relay my experience of yesterday and today.
Once again, our On Demand movies stopped working, both the free ones and the
paid movies, maybe one attempt in ten to access any On Demand movie would
work, but it's sporadic.
We called about this a few months ago and spent 45 minutes just to get our
call through to the tech support number (it was busy), then we waited on
hold for another hour, then spent 35 minutes on the phone with the tech
support guy who couldn't fix our problem and arranged a home visit 12 days
in the future. When he finally showed up everything worked fine so he
didn't do anything. A few days later, we were seeing the same behavior, but
didn't call because of how much effort it had taken the previous time.
Same problem again over the weekend. Some movies would work, but all the
ones we wanted to see wouldn't. I didn't even try to call on the weekend
because of how much time I wasted on the call last time. I guess if the
tech support experiences are bad enough, people will stop calling.
Yesterday the kids wanted to watch an HBO On Demand movie and it wouldn't
work and they begged me to call so I did. This time my phone call got
through the first time. I waited on hold 4 minutes before I got someone,
who sent out a tech support person this morning. He got here at 9:00 and at
least this time he saw the same behavoir I was seeing.
He spent over an hour, checked all the wiring for TV and RR, changed the
location of the amp, rewired a few things, swapped our digital box, and now
everything works, for the first time since we've had digital.
After many bad experiences lately, it was a pleasant surprise to have a good
experience. Maybe things are looking up?
- Kathy
I'd relay my experience of yesterday and today.
Once again, our On Demand movies stopped working, both the free ones and the
paid movies, maybe one attempt in ten to access any On Demand movie would
work, but it's sporadic.
We called about this a few months ago and spent 45 minutes just to get our
call through to the tech support number (it was busy), then we waited on
hold for another hour, then spent 35 minutes on the phone with the tech
support guy who couldn't fix our problem and arranged a home visit 12 days
in the future. When he finally showed up everything worked fine so he
didn't do anything. A few days later, we were seeing the same behavior, but
didn't call because of how much effort it had taken the previous time.
Same problem again over the weekend. Some movies would work, but all the
ones we wanted to see wouldn't. I didn't even try to call on the weekend
because of how much time I wasted on the call last time. I guess if the
tech support experiences are bad enough, people will stop calling.
Yesterday the kids wanted to watch an HBO On Demand movie and it wouldn't
work and they begged me to call so I did. This time my phone call got
through the first time. I waited on hold 4 minutes before I got someone,
who sent out a tech support person this morning. He got here at 9:00 and at
least this time he saw the same behavoir I was seeing.
He spent over an hour, checked all the wiring for TV and RR, changed the
location of the amp, rewired a few things, swapped our digital box, and now
everything works, for the first time since we've had digital.
After many bad experiences lately, it was a pleasant surprise to have a good
experience. Maybe things are looking up?
- Kathy