Zoli Erdos's dashboard

Story in a nutshell:
- Upgraded to Digital Premier using the web promotional plan ($79.99 for 6mo)

- Picked up two cable boxes @ Livermore, CA Office. They told me my plan would include expanded basic channels, wanted to sell it as extra, adding that it would also remove the promotional pricing I had from the Web, since they don't have access to those. Told them to leave it alone, weill fix on the Web.

- For a day I had all channels on the two cable boxes, however was missing expanded basic on TV's without a box.

- Contacted Live Chat (IM) support, who said they woudl need to schedule a technician to check out my TV's..etc. Was trying to explain her that everything inside the house was OK, and I thought they had to adjust (remove?) a filter in the Comcast box outisde the house. She specifically said no, I needed inside service. I let her schedule it, just so the problem gets registered (have entire chat session in text file).

- later the same day (yesterday, April 30th) I lost access to ALL channels but 1-33.

- Called Comcast Support, who said he saw a service schedule, he wanted to cancel that since he could fix my problem on his own. Then he hardly heard me (bad line) and agreed to call me back immediately on another line.

- 10 minutes later since he did not call, I called again, talking to another Agent. She said somehow my upgrade to Digital Premium from days ago got canceled, so my account now only had limited basic. She said she could fix that, but she could not just undo the cancellation, had to upgrade me again, and did not have acces to the same prcing packages available online. She recommended I re-order on the Web.

- Same day (April 30th) I reoredered Digital Premier on the Web. The end of the online ordering process is a live chat, and the Agent there find me an even better package price. First good news. However, she insisted on scheduling a service visit to install. I could not get her understand that I have the boxes already hooked up, they were operational just hours before until someone canceled my package by mistake, so there is no need for install. I tried to tell her that the only thing missing here was perhaps the work outisde my home, in the Comcast box on the street. Since she insisted, I let her go ahead and schedule an "installation" anyway. But she could not give me a date this week ( just hours ago I had a schedule for Friday morning), only next week, and I am traveliing a bit, so now it is out on May 8th.
Now for the worst part: she could not activate any of my upgraded channels either, saying I won't have any of that until the technician visit. (I have this script file, too)

- I called Support again, perhaps they could send a signal to activate my boxes again. No such luck, they said if they touch it, I would lose my Internet pricing.

I'm at the point that I don't mind paying the "tax" for an unnecessary service visit, but at least I want TV service back. I know it is possible, when I picked up the two boxes at the Comcast office, they were activated again. I think it is ridiculous that I spent a total of 5-6 hours communicating with Comcast on this "major project". And I really don't know why I am left without cable access for another week when I already had it and it was removed by Comcast's mistake.

Would appreciate any help - either turning it on remotely, or sending the technician this week.

Thanks a lot!
:-)

Your Customer Service Contact form does not work, and phone agents are not helpful.

Details: order from 1/12 arrived defectively. All prints were cropped smaller, mostly on the top and left, despite the fact that I had already cropped them to the proper size for 4x6 prints. Your online preview also showed them all as good fit, without any crop-out area. No worries though, Snapfish had been responsive to emails in the past, and you have a 110% satisfaction guarantee.

However, two emails I sent using the web forms did not get a response in the past 9 days. When I called today, the agent did not find any emails from me. She wanted me to try the refill / refund from again... which I did, both in FireFox and IE7. Upon completion of the form, this is the message:
Your questions and comments have been received - your inquiry reference number is ''. You'll receive a confirmation email shortly..etc, etc.

So the ref# is blank, and no confirmation is sent. Apparently the support form facility is dead - has been so for over a week. OK, I called in again, explaining my original problem and your form bug. The agent told me I would need to send in the bad batch of prints first, before she could do anything about it. I did not accept it: I already waited 9 days extra, spent time helping you identify the non-working customer messaging system,will travel soon and can't wait weeks more for the pix. Besides, it's not your policy. The very form that does not work states if I am not satisfied for whatever reasons, you either redo the order or refund 110%. She insisted I'd have to send it in first, so I asked for a supervisor.

The supervisor at least understood why I was frustrated, but tried to explain the cropping problem away. Well, perhaps I was lucky, the previous orders did not have this problem. But again, it does not matter, I know cropping errors happen (just Google it), and they are fixable - again, that's what your satisfaction policy states. It's not to smart trying to tell an already aggravated customer that he really does not have a problem.

Anyway, finally she said she will try to escalate my claim and I will receive an email response - probably in 3-4 days. My final remark: the Support Form, which does not work, states that email response time is within one business day.

The original quality problem was nothing- things like that happen. But this poor customer service experience will be hard to forget.

FYI, the last call ref. no: 080129-003614