Tech Support Frustration

Hey, I am sure this means nothing, but I love Comcast and have (I swear) loved your costumer service.  Probably also still the last person on the planet with cable!  

I just wanted to share my experience with you in case it makes a difference.  We have two cable boxes in our home…one of them was on the fritz (picture kept blipping, if it turned on at all), but the other was fine. I tried multiple restarts. I just wanted you all to send out a new box, I return the old one, we’re done.

i could not get through your system to talk to someone about this. Your AI did not understand the problem (only got yea/no questions) and the phone tree forced to to reboot (didn’t work), then wait two hours (still didn’t work) then make an appointment with a technician.  I can’t afford to take time off work for someone to come out and replace the box.

So, I cancelled service on this second box and am replacing with a fire stick.  When I called to cancel the service I could get right through to someone!  Why not with a quick tech question?  Again, before all this, I was very happy with everything, I just needed a way to ask to replace the box.  I know $15/month is nothing, but I would have continued paying that forever if I didn’t have to go on this crazy drama.