Nachdem wir uns die letzten zwei Jahre mit dem krötenlangsamen DSL Anschluss und schlechten Service von AT&T rum geschlagen haben, haben wir uns endlich dazu durch gerungen den Anbieter zu wechseln. Letzte ausschlaggebende Punkte waren dann das AT&T unseren Preis mal eben mehr als verdoppelt hat (von $14,99 auf $35) und das unser neues Spielzeug Apple TV doch ein wenig mehr Bandbreite benötigt als die schnöde DSL Leitung hergibt, zumal wir am letzten Ende des Verteilerknotens wohnen.

Die Wahl ist dann auf Comcast Xfinity gefallen, die bieten Internet über Kabel an, bis zu 25 Mbps. Wir haben uns für die langsamere Variante mit 15 Mbps entschieden. Als Neukunde musste ich erstmal die Installation ($34,99), den ersten Monat ($29,99) und $50 als Deposit bezahlen. Dafür sollte das aber schon am nächsten Tag angeklemmt werden.

Fix noch über Craigslist ein Kabelmodem für $65 besorgt und dann am Freitag Nachmittag auf den Techniker warten. Der kam dann mal einfach nicht, tolle Wurst. Über den Chat auf comcast.com mal freundlich nachgefragt und siehe da: es war kein Termin eingetragen für Freitag, unser Installationstermin wäre am 30. Oktober. WTF? Und by the way, das ist ein Sonntag!
Hier nur die wichtigen Teile des Gesprächs:

Bernadeth > Hello Kai, Thank you for contacting Comcast Live Chat Support. My name is Bernadeth. Please give me one moment to review your information.
Kai > My Issue: Installation appointment was scheduled for today, but nobody showed up.
Bernadeth > Upon checking, your installation was rescheduled on October 30th.
Kai > who did reschedule that?
Bernadeth > Upon checking here, Kai, it was not scheduled for today.
Bernadeth > From the day the order was placed, the installation was scheduled to be on the 30th.
Kai > that is a Sunday
Bernadeth > May I know if you have requested for it to be moved to an earlier date?
Kai > i was told that date while i did make my payment in your customer center
Bernadeth > Upon checking Kai, it was not scheduled for today, because there is no available slot for installation today.
Kai > whatever
Kai > that is what i was told by your employee
Bernadeth > The next available date will be on the 30th.
Kai > You're kidding, right?
Bernadeth > Let me check Kai, if I can get you an earlier schedule that the 30th.
Bernadeth > Kai, will you be available tomorrow at 8-10 am?
Kai > yes
Bernadeth > Kai, I was able to reschedule your installation date to tomorrow, by 8-10 am.
Kai > ok

Also, Samstags morgen mal früher aufgestanden und wieder auf die Vögel von Comcast warten. Ratet mal.......... kam natürlich keiner. Warum auch?
Wieder den Chat von Comcast besucht und es wird immer besser, aber lest selbst (sehr amüsant, ich mag den Part mit dem Datum und er immer Yes sagt am meisten):

Eralynn > Hello, Kai, I understand that you have a concern about your tech appointment where nobody called and showed up
Eralynn > Kai, may I ask what time is it exactly there right now?
Kai > 9:10am
Eralynn > Thank you.
Eralynn > Kai, I would just like to set expectations that the waiting time for the technician to arrive is until 10 am.
Eralynn > Kaik ,if 30 minutes after 10 am, the technician still does not arrive, please contact us back so we can process a $20 guarantee credits on your account, and to process a tech go back ticket.
Eralynn > Will that be okay with you?
Kai > I was told that I get a call 1 hour before somebody comes to my house
Kai > That tells me that nobody will be here before 10
Kai > However I want to ensure that I'm not wasting my time waiting for somebody not showing up
Kai > Can you check if my appointment is still listed for that timeframe?
Eralynn > Kai, The following rules apply for when initiating a pre call in any scheduled appointment with Comcast: You will be pre-called 30 minutes before the start of the time frame. If our technicians failed to reach you through the provided call back number, a second pre-call will be made at the start of the timeframe. If they failed to reach you the second time, the 3rd call will be made 30 minutes after the start of the timeframe. The result of the third call determines the status of the appointment.
Eralynn > Yes, Kai, I can check and confirm on your appointment schedule.
Kai > According to your rules I should have gotten a call already
Kai > what i didn't
Eralynn > Please allow me a few minutes to check on this further.
Kai > sure
Eralynn > I do see here that you have an appointment today at 8-10 am
Eralynn > I am positive that the technician will arrive today, Kai, I would just suggest that we allow a few more minutes to wait for them
Kai > Can do that, sure
Eralynn > Thank you so much
Kai > But shouldn't I've gotten a call already according to your rules you mentioned?
Eralynn > Yes, Kai, but that would also depend on the work load of the technician. The most possible reason for the delayed precall is that it took them longer than usual to do their work at the previous customer's house.
Eralynn > I would also suggest that you please contact the local office nearest you to confirm the appointment,
Kai > I don't understand, you just confirmed my appointment. Or didn't you not?
Eralynn > Please call your local office at this number 713-341-1000
Eralynn > I meant to check if the dispatch team is already on their way to your house. I have confirmed that you have the appointment today at 8-10
Kai > i called them
Kai > their system says i have an appointment 11/15
Eralynn > Yes, Kai, that means that the technician will be there today.
Kai > today is 10/15
Eralynn > Yes, Kai.
Eralynn > I hope it is okay with you to contact us back after 10:30 am so we can do further actions for tech no call and no show.
Kai > today is 10/15
Kai > they say my appointment 11/15
Eralynn > Oh boy, I am so sorry, Kai. I got confused on that
Eralynn > Let me check it here on your account again.
Eralynn > Kai, I am so sorry, I do see here that the technician appointment will be on November 15.
Eralynn > Will it be okay with you if we reschedule your appointment again to a sooner date?
Kai > That is the second time you messed up my appointment
Eralynn > I am so sorry, Kai. I understand how inconvenient this is. I will be escalating the previous representative to our higher management for appropriate sanctions to be done for scheduling your appointment incorrectly.
Eralynn > Kai, may you please allow me a few more minutes to talk to our supervisor regarding this issue so that we will know what needs to be done immediately?
Kai > yes
Eralynn > Kai, as advised,what we can do now is that we will reschedule your appointment to your preferred date, and I can process a $20 guarantee credit on your account for the mistake on the rescheduling of your appointment.
Eralynn > Kai, will that be alright with you?
Kai > well, i guess i don't have a choice
Eralynn > I am really so sorry, Kai. May I ask for your preferred time and date for the installation please?

Somit versuchen wir das am kommenden Freitag noch einmal ...
Es scheint sich aber leider bereits abzuzeichnen das wir Service-mäßig vom Regen in die Traufe kommen, bleibt zu hoffen das der Internet-Anschluss zumindest das hergibt was die versprechen. Allerdings sind wir inzwischen ja sehr erfahren mit diesen großen amerikanischen Firmen – ich habe den DSL Anschluss vorsichtshalber noch nicht gekündigt

To be continued....