I'm on hold with Comcast - my Internet connection is down. I've been on hold for 10 minutes, and I get more frustrated with every passing second.
The funny part is that this is old news: I'm probably the 4,000th person to write about this. It is just common sense that people hate sitting on hold to fix a problem.
The most sickening aspect of it is, as I'm holding, I'm subjected to endless advertising about a product I already own. I own just about every product that Comcast sells: Digital Cable with all the channels and High Speed Internet.
What they should be doing, instead of trying to sell me or telling me what movies are available 'On Demand', let Ebert & Roper (are they still doing the movie reviews?) tell me about the movies. How about an interview with DeNiro or Angelina Jolie? How about telling me about the holiday movies schedule? How about, since I'm calling with a problem with my Internet Service, they tell me about some cool web sites? Give me the news! Pipe in NPR, CNN Headline News or Bloomberg.
So, I finally get through the endless stream of useless advertising and I get this: "There is an outage in your area - technicians are working on it. You're not the only one who has this problem."
Oh, I have a problem? No, I think you do. I'm being inconvienced, you have a problem. But I digress...
I asked if he had any idea when the problem would be fixed. The reply: "Nope. They're working on it. Again, you're not the only one with this problem".
Like that is supposed to make me feel better.
With technology being what it is I'm sure they can get my phone number when I dial in. After I've "told them" why I'm calling - because of the endless menu (press 1 for internet connection problems, etc) - why couldn't they have a message that announces the outage and an estimated time til recovery? They do this at the help desk at work, when a server is down. Why not at comcast?
Don't get me wrong, I really dig comcast. They are my chosen connection to the outside world and there is rarely a problem with the service. But that is what makes it all the more bothersome when it happens. When we expect something to be reliable, as it generally is with comcast, it is more frustrating when it isn't available because we become so used to having it.
This is true in life as well. The reason that bad stuff stands out is that it happens so infrequently. Think about stubbing your toe: it rarely happens, but when it does, it hurts like the dickens. This is what it's like when something goes wrong with something we associate with being reliable. If it happened all the time, we get used it and it wouldn't be as bothersome.
I wish companies would figure out that if there is a reason for the call, it is probably because I'm in pain... I don't want to sit on hold, and I certainly don't want to be sold to. I want to know that the company is working on fixing the problem and some estimate of when it will be fixed. Everything else is just noise.