Complaint / review text:
Jacksonville (JAX) Florida upper managers either lack the proper equipment, or do not understand how to use their equipment, or have instituted an unfair policy to customers in my service area without cable boxes (awaiting digital migration).
Last night I reached the Atlanta office when reporting a complete loss of all cable TV channels; while trying to reach the mandated JAX office. Due to complications imposed by Comcast, as of March 2013, every Comcast customer (without cable boxes) must reach their regional provider in order to schedule repair appointments. Thus, Comcast has imposed a penalty for not being digitally upgraded... Yet they are solely responsible for implementing said upgrade. However, customers can still document their problem via a trouble report, and then continue to call until reaching their regional provider for an appointment.
Adding to this unnecessary burden, my local JAX provider has made the situation worse, claiming they cannot immediately schedule appointments for me. They can only
submit requests and at some unspecified time, local dispatch will send me an email with the appointment data. Yes, they do not call, they just email you to be in your residence at such a time and date. Further, the email is a "no reply" email. Any schedule deviation mandates you again reach your local provider for conflict resolution. Therefore, customers must call the local number at their expense and hope the call pool does not get routed elsewhere.
To counter the ineffectiveness of JAX staff, I cite Atlanta's ability. Last nights, Atlanta, customer account executive reported he routinely creates appointments for customers inside the Atlanta service region, also lacking cable boxes. During last week's trouble request, another Atlanta account executive reported the same fact. Thus, two independent reports cite Atlanta personnel as easily scheduling regional appointments for customers without installed cable boxes.
Why can JAX personnel not immediately schedule me an appointment, when Atlanta personnel do so routinely?
Either JAX upper managers choose to make scheduling for my service area intentionally arduous and frustrating, or they lack proper equipment, or they lack the understanding to operate the identical equipment Atlanta personnel use.
Conclusion: Upper managers in JAX lack the mental faculty to resolve this situation, hoping to create conflict and hardships for Southeast Georgia customers. They probably also hope we will stop being their problem. Thus, I will continue to submit these negative reports, citing their behavior.
Post Script: An overseas account executive also created an appointment for me this morning. Two firsts; an appointment without reaching JAX, and emanating outside CONUS. Of course I waiting to be told that appointment is cancelled, since my area only gets help on Tuesdays and Fridays.