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	<title>social studies &#187; Modern Life</title>
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		<title>Customer disservice</title>
		<link>http://www.elainejohnson.net/2009/02/04/customer-disservice/</link>
		<comments>http://www.elainejohnson.net/2009/02/04/customer-disservice/#comments</comments>
		<pubDate>Wed, 04 Feb 2009 05:42:22 +0000</pubDate>
		<dc:creator>Elaine</dc:creator>
				<category><![CDATA[Modern Life]]></category>

		<guid isPermaLink="false">http://www.elainejohnson.net/?p=50</guid>
		<description><![CDATA[Thank you, Comcast, for your brilliant upgrade to my email service. What was once a minor irritation &#8212; sign-offs without warning, the need to bounce back and forth to the home page repeatedly in an attempt to sign back in &#8212; has become a one-way trip to the the looney bin. Not only am I [...]]]></description>
			<content:encoded><![CDATA[<p>Thank you, Comcast, for your brilliant upgrade to my email service.</p>
<p>What was once a minor irritation &#8212; sign-offs without warning, the need to bounce back and forth to the home page repeatedly in an attempt to sign back in &#8212; has become a one-way trip to the the looney bin.</p>
<p>Not only am I required to take four steps to sign into my email account &#8212; home page, sign-in page, home page, inbox &#8212; but I can now only access one mailbox at a time. To see my other mailboxes (i.e. the ones I use to conduct various aspects of my business), I must sign out and sign back in just to see if there is new mail in the box.<span id="more-50"></span></p>
<p>It&#8217;s about a 45-second process, done at least 200 times per day, 25 days a month minimum. If time is money, I&#8217;m paying through the nose just to access my damn e-mail.</p>
<p>Close to a breakdown, I called Comcast to report this appalling oversight in their ballyhooed new application.  I spent more than an hour on the phone with a supervisor &#8212; never settle for a line person, always go straight to a super &#8212; trying first just to <em>access</em> my secondary mailboxes and, second,to convey my enormous dissatisfaction with their sxqw@!$@sxa! &#8220;upgrade.&#8221;</p>
<p>&#8220;Look how much time we&#8217;re wasting on this,&#8221; I pointed out in frustration.</p>
<p>&#8220;I don&#8217;t consider this a waste of time,&#8221; the supervisor said.</p>
<p>&#8220;That&#8217;s because you&#8217;re getting paid to do it,&#8221; I said. &#8220;Who&#8217;s paying me? Do I get to deduct my hourly rate from my Comcast bill?&#8221;</p>
<p>That&#8217;s what &#8220;customer service&#8221; has come to &#8212; nothing, not even a vague memory of taking care of the people who pay for your goods or services.</p>
<p>How can an email provider that offers up to six mailboxes per account fail to recognize that some &#8212; many? most? &#8212; of their clients will need to bounce back and forth between those boxes. Or that millions of their customers aren&#8217;t jealously guarding their stupid Comcast accounts from the middle of a busy workplace, but casually working out of a home office where signing on and signing off ad nauseum represent bad service, not good security.</p>
<p>But what are my choices? Find new email software or another carrier and switch over to new addresses or, at the very least, lose every address and important email I&#8217;ve stored for years?</p>
<p>Tell Comcast to take a hike, transfer my business to a different company and deal with all of the above plus the need for new hookups?</p>
<p>I&#8217;ve been down this road before, and it&#8217;s pocked with more aggravation than anyone should have to spend long hours handling.</p>
<p>So maybe I&#8217;ll content myself for now with dissing Comcast at every chance I get. Via email and the internet, of course.</p>
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