I have had my share of joys and troubles with Comcast as my “Triple Play” provider, but I’ve never before experienced a total failure to communicate with a company — as I have this week — in trying to get my voice and cable modem replaced.
When you used to call Comcast customer support, you dialed an 800 number and you were then connected to the regional office that served your area. Having that sort of local connection was important because, “Jersey Understands Jersey” and you could speak in cultural semaphores that clicked understanding that helped quicken resolutions to any technical or billing problem.
It now appears Comcast have outsourced all their technical support and billing to the Philippines, and that is causing a lot of widespread and furious grief for customers. There isn’t just a cultural separation between the Philippines and the USA, but, like it or not, there is a language difference that often bears down on not understanding each other because of natural accents.