No Respect

norespect, originally uploaded by Sandra Maynard.

One of the gadgets we lost use of when we bought our new high-def TV was our TiVo unit. Actually we could still use it but the quality of the picture was awful. We ended up renting a PVR from the cable company but it only made us severely miss our TiVo.

Then TiVo made us an offer we couldn't refuse - if we bought a new unit they would transfer our lifetime subscription to the new unit for a pretty decent price. Sold.

We have been using the new unit and the old PVR of a while now and finally decided to turn the PVR in and install a cable card in the TiVo - needed to see any digital channels (all above channel 99) including the high def ones which is why we have been using both units.

Well, our cable company missed the first appointment (last Friday) and didn't bother to notify us - we got in touch with them. They said the truck broke down and they had left us a message. Complete horseshit - we had our phones with us because we know the cable company sucks. No message was left and I doubt the truck broke down.

So they promised to come out Sunday. They were no-shows again, and when Jon called them they said the appointment was for Tuesday. There was some confusion as to exactly what the cable guy was coming out to do as well. Every time Jon called them he had to correct them on what was to be done.

Jon stayed home Tuesday and they were late. Fortunately the proper cable card was installed. Unfortunately they cut off our access to High-Definition channels. Jon called them today and they said they would have to send someone out. Jon arranged the appointment, then thought about it a while. Which lead to this actual exchange (via IM): The rep's name was changed because I don't want to be sued:

A representative will be with you shortly.
You are currently number 3 in the queue.
All agents are currently busy. Please stand by.
You are currently number 1 in the queue.
You have been connected to Monkey.

Jon: I just setup a service call to have my cable fixed, and needed some clarification on some things.
Jon: First, here is the information for you to access my account
Jon: (gives personal info)

Monkey : Thank you for contacting [insert any cable company here]. This is Monkey. How may I help you?

Jon: I don’t understand what is going on.. I had you guys install a cable card in my system
Jon: rather than using your HD-DVR anymore..
Jon: so when he installed the Cable card and took the DVR they apparently shut off my HD package
Jon: Now the lady said they have to come to my house to set it back up..
Jon: What is it that the person has to do?
Jon: I guess a better question is.. Are they bringing something to install? cause I do not want a box.. that is the purpose of the cable card
Jon: You cant PROGRAM a cable card.. you only allow its serial number access
Jon: am done..

Monkey : Jon, may I please have your Charter account number so that I may access your account to help you with your concern.

Jon: I gave you the information above..
Jon: Jon: First, here is the information for you to access my account
Jon: (Gives info again)

Monkey : Yes. However, I need your Charter account number and your Security code for me to assist you.

Monkey : You can find your security code on the upper right corner of your current bill statement right above the statement date.

Jon: I dont have a statement here.. I havent had to do this the past 15 times we have talked over the past week.. though the 5 different appointments made and the 22 different calls I had to make on this issue..
Jon: rediculous.. just keep stalling, you guys are good at this.. I am logging into my account to get this information.
Jon: please stand by

Monkey : Okay.

Monkey : Please let me know if you are still connected to the Chat session at this time.
Jon: I am still connected..
Monkey : Due to the current inactivity length, this session will be closed. If you have additional concerns or need additional assistance, please do not hesitate to initiate a new Chat session.

Monkey : Thank you for choosing [Cable Company]. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at [Cable Company URL]. If you have further questions, please chat with us again. Our chat support is available from 7 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!

Jon called instead and finally someone was able to program the cable card so we could get our channels back. Or so they say; neither of us is at home. They also charged us for an extra outlet, one of the things we didn't ask for but they had on our work order. They did not put an extra outlet in our house.