Comcast Customer Service Still Sucks

How Comcast wasted my last few hours...

So, I moved into a new apartment today. And I tried to setup my high speed internet through Comcast, because we already have Comcast cable (it's required by the building - and automatically included in rent).

I called Comcast to get high speed internet but they informed me that I can only get the $19.99 deal online (it's $24.99 on the phone). Yea, that makes sense. Or maybe it would if the process wasn't so bad and required me to call/chat with a human anyway. So I ordered it online and at the end of the process I went through a required chat process to validate something - who knows what? It seems like this should be automated. But...since it's Comcast, and they strive to make lives miserable, it's not. Next they notified me that I couldn't get this deal, because I had to have service already. But I do have service, it's just not in my name - it's under a bulk account with my building. They told me to call the sales department because for some reason they couldn't activate it. I squawked about having already spoken to them. And when I finally agreed to call, they said the same thing.

So here I sit at Starbucks - since I don't have internet. Annoyed that I can't get this special deal. Wondering what happened to their "We care" customer service campaign or whatever the hell it is.

And... I'm thinking if this is what the morons at Comcast were thinking...so we're going to announce this $19.99 deal...but it's only for existing customers. How does that even begin to make sense? You know, since these people are already customers. Then I read the terms of the deal - which said you had to be a new customer. So which is it? If it's a new customer - then why can't this be done for me?

While I'm trying to be a better person these days, I just can't help exposing poor ex[periences

Apple iOS 4 and the iPhone 3G Headache (iOS4 sucks / killed my phone)

I'm always upgrading things before I should. When a new OS comes out or a new version of Firefox is released, I'm always on it. It usually works out - in fact, I can't remember the last time there was a failure as colossal as the iOS4? It is such a flaming piece of crap on my iPhone (3G I should note) that I am itching to start a new job so I can rid myself of this damn phone.

It's been written about plenty by now, but I can't use the map, use apps, read email, or surf the internet without freezing the phone. And it freezes for about a minute, or so it feels, until control is ceded back. It happens when I try to make calls, when I add contacts, and even when I receive calls. I can't believe they a) haven't fixed this, and more importantly b) release this utter piece of junk.

If Apple had to release this sh*t, then why didn't they ensure that it didn't get loaded on the iPhone 3G? Now we know it's not available for the 3. And we know they disabled features for the 3G (multi-tasking), so what's the reason?

Many people have speculated that it's so users switch to the 4, because of frustration. Man that's a real sh*tty reason. So did they not test it well enough? Just like they didn't test that antennae issue? There are people like me all over, looking for reasons to dislike Apple. Besides the hordes of mindless, lemming-like fanboys, I now have a real reason.

Jobs in his usual smug way, says there's an iOS4 3G fix on the way (here). It can't come soon enough.

Doctor's Killed in Afghanistan - Where's the Outrage?

I'm sure everyone heard the report by now, that aid workers who were providing eye care to the poor in Afghanistan were ambushed and killed by the Taliban last week (here). It's already been buried amidst the latest Justin Bieber Kim Kardashian photo shoot (here). And I struggle to understand how our world processes information? People always say the media controls how we think and what's important to us. But that's not really true. It's our reaction to the media that dictates what they continue to show. If there was justified outrage at this unprovoked disgusting show of humanity - then the story would continue to live on. Instead, it's buried. Yet American or British troops who unintentionally hit civilians are essentially tried and hung in the court of public opinion. Or attacking suspected insurgents who, for the most part, probably are insurgents, is condemned and Allied rules of engagement are questioned.

It brings me back to the American Revolution. Because it struck a chord or possibly because it was played so many times in our history classes, I'll never forget the American revolutionaries hiding in the bushes and ambushing British troops. They continued to march in line as they had been trained to do. The Americans were victorious, in large part because they didn't follow the traditional rules of engagement. And it seems that the Americans now find themselves in that same unfortunate position.

Why does one side have to follow rules while the other doesn't? My intuition tells me that it's the underdog story. The David vs. Goliath. Humanity has the propensity to root for the underdog - or at the very least, to cut them some more slack. Beheadings? Ambushes? Hiding in schools, religious houses, or hospitals? Where's the decency? Come on - this isn't about rooting for the underdog. This shouldn't be allowed to happen. We should be calling these aid workers heroes and erecting statues in their honor. We should let the Taliban know that the world won't stand for this. But we don't. We just ignore it and wait for it to happen again.

AT&T Sucks! It's the Worst Service EVER!

I can't understand how I can be charged as much as I'm charged for a service that is so underwhelming in every respect? I was a Verizon customer for years, but when the iPhone came out, I jumped ship. While I do like most aspects of the iPhone, the actual telephone itself is a piece of crap. I'd like to give AT&T an out in terms of blaming part of the service issues on the iPhone itself, but I just can't seem to find a big enough argument for that. AT&T was known to always have connection issues in the Bay Area. But this is getting absurd.

As is customary, I call AT&T about once a month after I've had it with their service. I drop an average of 2 to 3 calls PER DAY! It may not seem like much, but imagine conducting a business phone call and losing connectivity - often more than once per session. Or how about coming to rely on the internet or their maps only to find out you can't get 3G (or even EDGE) access?

So I was on the phone with AT&T yesterday, hoping that they'd add my comments to their never-ending list of complaints which would finally jolt them into action. They gave me the same story they always give. "We have updated carrier settings - this should clear up your issues". So I complained that this would do nothing, since it never does. Well, upon restarting my phone after applying the settings, the very first call I made dropped. I'm not even kidding. And then, while in San Francisco, my phone refused to pick up 3G or even EDGE for a full 15 minutes. Are they really going to tell me that San Francisco has parts, large parts (because I was driving), that don't have any internet coverage for their phones? Probably not - it's just that their towers or technology or something else, is an absolute joke.

I got a letter from AT&T last week that they had just added another tower near my home. A lot of good that did. My phone now drops even more calls at home - which I'm assuming is because my phone keeps switching between the towers near me (my bars change constantly while sitting in one location in my house), even though they claim the phone is supposed to "lock" onto a tower.

There are times I cannot even activate the cellular network.

So what do I want done about this? I want them to upgrade their damn network. This is San Francisco. Home of the iPhone. Home of technology. And they can't service the damn area. I would like AT&T to actually do two tangible things:

1) Take responsibility for their shitty service once and for all and admit to their problems. Well, I guess they have. AT&T Ceo admits their service sucks! (here)
2) Stop signing up iPhone/smartphone customers in problem areas until this issue can be resolved.

I seriously can't believe they continue to advertise when they can't service their existing clients. Stop spending those millions on advertising and build us some new towers or technology.

Screw you AT&T. I can't wait until the NexusOne or the iPhone get on Verizon. I'll happily switch back. Yes, Verizon has problems. Like their closed garden. But I've found out that the quality of the network is of utmost importance!

I can't believe there's even an app to tell AT&T they suck in NYC (here)

Where Are Those Green Shoots? It's the Economy Stupid. And John Mauldin.

It's now been about 5 months since we started hearing about those green shoots that indicated our economy was on the rebound. It seemed like most people agreed at the time. I didn't. I wondered how the economy could be on a rebound when all signs pointed to the contrary. So job losses weren't as bad one month, less people were on unemployment, and the market was up. That was all it took for a rebound?

It seems almost elementary when I think about how ridiculous those statements are and how easily the green shoots theory can be turned right around? Let's think about this. What is one possible reason for there to be fewer people collecting unemployment? Well, how about the fact that there is a certain segment of the population who have been on unemployment so long that their benefits are beginning to run out. Come on - is it that hard to realize that? Or maybe since job losses fell last month, there are fewer first time unemployment filings.

And since when does the following statement make sense to so many people? "Well it wasn't as bad now as it was last month, so that must mean it's getting better". Less bad and getting better are by definition quite different. Sure, the economy may not be sucking at a rate as fast as it was last month - but that's a far cry from getting better.

Now I know John McCain was espousing how the fundamentals of our economy were sound a few years back. I still chuckle at this. And I still say the fundamentals of our economy suck. Forget about the increase in spending this administration is going through. Don't get me started. How about the continuous bailouts, the secret AIG deal, increasing military spending, states running out of money at a ridiculous rate, lack of oversight on Wall Street as, which I assure you only makes sense to those who manipulate the market, it continues to rise.

Or how about Medicare and Medicaid running out of money, social security debt looming, and... wait for it... our uncontrollable debt which doesn't seem to be an issue to anyone.

I've been reading quite a bit of John Mauldin recently. He's an interesting investment adviser and analyst and I think he's spot on with his comments. He's one of the few people I've read who isn't all that optimistic about markets and the economy and it's a breath of fresh air - because IT MAKES SENSE! You can subscribe to his newsletters for free here: John Mauldin - at the bottom of the page. It'd be good for you, I assure you. Open up that mind.

Prius drivers are the absolute worst drivers in the world! They suck and I know why...

This idea first settled into my head about a year and a half ago. It's been germinating ever since. I've always been interested in finding patterns in noise and this one was just too easy to discern.

Why are Prius drivers the worst drivers on the planet? Oh there are just too many reasons. How about driving well below the speed limit in the fast lane? How about switching lanes without blinkers or without a care in the world? How about cutting people off? How about blinkers on and not turning. How about yapping on the phone while doing 20 on the highway? How about inching down the road, obviously looking for a parking spot, but not caring that there's a line of people behind them. It's unbelievable if you haven't noticed it before, but I guarantee that after you read this, you'll notice I'm right within a few days. All I'm asking for is some damn common courtesy.

I did some research to see if other people had written about this. One comment said that the reason we notice Prius drivers are the worst drivers around is because there are so many Priuses on the road. I hope that commenter wasn't serious - or else he probably drives one. More prevalent than BMW's in the Bay Area? More prevalent than Honda Accord's? So much more prevalent that I notice an undeniable pattern? I doubt it.

Here's my deduction as to why Prius drivers suck. Now I have friends that drive them, so sorry to you guys. And I do realize that this is a broad, sweeping generalization, but here goes. Entitlement. These people think that because they've shelled out some money to reduce emissions that they're now holier than thou? That it doesn't matter what they do because they're on a crusade to save the planet? It's their way on the highway!

I don't mind people saving the planet. It's a nice gesture. I do my share to save the planet as well. But just because people do good doesn't mean it entitles you to anything. I recycle. I reuse grocery bags. I buy energy efficient products. And I don't drive like an ass.

So all you Prius drivers. Go take some driving lessons. While you may be decreasing your carbon output, you're increasing, exponentially, ill will throughout the world. And that may just be even more detrimental to the environment.

I'm Back! And Working Full Time

After another long hiatus, I've decided to try to begin writing regularly again. There are lots of times over the past few months when I thought about putting pen (keyboard) to paper (screen), but just couldn't get myself to do it. Part of it was the fact that my life was in flux and I was just trying to figure out where it was going.

Well, I started a job as a Sr Product Manager at Symantec two weeks ago. I had been busy interviewing at several places, but decided that this position was best for a variety of reasons. Most surprisingly though was, and is, how entrepreneurial it is. I'm working on emerging products on the consumer side (NortonLive), in a group that is separate from the core Symantec products. Though working full time at Symantec, I am still working on Vyoo. It is my dream and I won't let it die a quiet death until I've pursued all avenues.

The real reason I ended up getting a job was not because I've given up on my idea, but because I couldn't pay my minimum monthly balance on my credit card anymore. It was that high! And my part time gigs just weren't cutting it. Sometimes in life you gotta do what you gotta do.

I'll leave the details to future posts, but wanted to get something out on my blog in the interim.