Posted tagged ‘wireless’

Comcast Tries, but technical difficulties and inexperience hurt customer satisfaction

May 14, 2008

Because we were given a Mac Powerbook Pro several months ago, we’ve been spending the majority of our days at coffee shops (Panera) and other places we could get Wi-Fi. Just two weeks ago, we decided to get an aircard from Verizon Wireless which would provide me with internet access wherever my cell phone in-service.

For a time, it was incredible! I was able to connect to the internet with my laptop from the living room, the back deck, the front porch, but the problem was that the connection through the aircard was just too slow. I guess I had gotten used to the “lightning-fast speeds” which Comcast boasts.

So I decided to make the switch to a wireless connection at home. I made the appointment for a Comcast tech to come out and install a wireless modem with router Tuesday — four days later — between 8 am and 11.

The technician, who was a contractor, called shortly after 10 and said he’d be at the house at 10:30. He might have been off by a few minutes, but he did arrive before the “window” closed at 11.

Everything was going as planned, albeit a little more slowly than expected, until I was told we had “too much” signal to our modem. The tech said he would put on a splitter in the box to cut down the signal. His intention prompted me to “watch him like a hawk,” since he wanted to make our service something less than it already was.

After numerous phone calls dispatch and other people – all of which were strictly related to providing me with wireless – he told me that our cable and our neighbor’s cable should have been run in separately, and that that he would have to come back with a supervisor later in the day, since he had six appointments scheduled from 12 to 3:00.

He made sure that I was going to be at home for the next 2 ½ hours, and said he’d come back possibly with a supervisor. Again, I was considering whether I really wanted to rely both professionally and personally on the internet service he provided. Before he left, he made sure that I was able to access the internet from my desktop, so for that, I was grateful.

Around 2:00, the technician called me to tell me that I should could give him a call after I picked up my son at 3:00. I told him that I would take care of having him picked up by a friend, and that he could come as soon as he was able to – hoping that he would bring someone who had a little more experience than himself.

As of 5:25, and though I’ve watched TV, showered, done laundry, mowed the lawn, and made dinner, I’m still waiting…

However, when I called Comcast at 6:00 to make sure that he was still coming, I was assured by Chris Thompson, that “He’s on his last job and will be headed [my] way as soon as he’s finished.”

The tech did arrive as promised, and a full hour later, I was up and running wirelessly. He left the house at approximately 8:35 pm. Kudos to him for his perseverance and determination, but right now, we’re not all that pleased with the customer service provided by Comcast.

Maybe with more training for the techs, they would be able to arrive during the scheduled window and perform the scheduled service in a timely manner.

How ’bout it?

We’ve been busy! How ’bout you?

February 26, 2008

The frequent visitors to this weblog might have noticed that we aren’t writing quite as much as what would be normal. And I didn’t want to leave you hanging any longer, so I’m making this very short post explaining things.

I acquired a new computer with Wireless internet ability last weekend and have been busy trying to make the switch from PC to Mac. It’s not quite as bad as many think, but there is a learning curve. Not only is the PC to Mac learning curve an issue, but I’ve also downloaded and begun using SKYPE, which is AMAZING.

Hopefully, tomorrow, Wednesday, we will be able to write something of more substance than what has been going on in my life…but for now, let me leave you with a video to entertain you.  

Will YOU Adopt the Social Web?

January 16, 2008

communications-factors-logo.jpgGreat pundits have asked, “Do conversations fuel innovations?” The social web, Web 2.0, and the host of social networking sites like LinkedIn, Facebook, and (our favorite) Link to Nashville have enabled people to connect with others for either professional or personal reasons.

We connect with family we’ve not seen for years through the social web; we stay in touch with business partners who could potentially live thousands of miles away; we generate leads for ourselves and for others. But the most fundamental characteristic common to these three uses – and we’re ignoring the selfish reasons some people use the social web – is CONVERSATION!

Without conversation, the “virtual” online relationships begin to falter. The Communications Factors are key to the establishment and care – nurturing, if you will – of the relationships we foster through the Social Web. Conversations, by nature, are two-way exchanges of information. Did you get that? We said “two-way!” There are literally millions of blogs on the social web – having to do with anything from needlepoint to the latest and greatest technological advances in the areas of neuroscience or stem cells – and many, if not most, are simply monologues.

In order for the conversations to fuel innovations, they cannot be monologues! Granted, monologues can fuel innovation, but just think about how much faster innovation occurs when two or more brilliant minds get together. Possibilities are endless!

The key to engaging brilliant minds

Expand yourmind. Think about things, innovations, and characteristics of an area of interest by reading an innovative book or blog which actually makes you question what you have been taught. Then, find some colleagues whose opinions differ from your own. Make yourself think “OUTSIDE THE BOX!

Join (or start) a group that meets to simply talk about something which interests you and your friends. Have passionate/heated conversations with others and try to “win” them over to your way of thinking. No matter what the outcome of the (in)formal group is, remember to shake hands (hug, kiss, whatever) when the conversation is over and do NOT begrudge someone else for having an opinion other than your own.

Utilize the various platforms online (mentioned above) to create relationships with others. Have honest, thought-provoking conversations with people. Connect, collaborate and share. Establish yourself – through conversations you have with others on the web – as an expert in a specific area.

We now have the ability to connect anywhere through our smart-phones. Wireless connectivity is becoming more mainstream than ever before, and it is just one tool with which we can engage the social web.

 How ’bout it?