Could it all be over?

I’m probably jinxing myself by even wondering. I had a technician stop by this morning. As I mentioned yesterday, Rich from Comcast called yesterday and offered to get someone to my house this morning by 8 a.m. to fix the issue. Originally, I was to have a tech swing by on Saturday with a new modem. However, Rich was kind enough to free someone up ASAP.

True to his word, Rich made it happen. At 7:45 a.m. this morning, Scott arrived. He started out by measuring the signal going into my house on his own laptop. Then he made some adjustments to my connection outside and said the signal increased on his laptop dramatically. Scott then showed me some power levels for my connection, explaining that I was barely within range when he arrived and now was much better. He offered to change my modem anyway – an idea that was previously only brought up because we couldn’t come with anything particularly wrong and that seemed like a good place to start.

But Scott seemed pretty confident that his adjustments had fixed the problem and he didn’t appear to be someone who was guessing. He looked like he knew what he was doing and was very professional. Most likely one of their best technicians. So I told him that I trusted his judgment and if he didn’t think the modem swap was necessary I would take him at his word. “If this doesn’t fix it I’ll come back out and switch out the modem,” he said.

I had to run to work so I couldn’t test the connection all day, but it seems good now. I don’t think it will take more than a couple of days to tell whether or not the problem has been resolved.

If these changes don’t turn out to be the fix, though, I am not concerned about being able to get someone back out here. Rich called me back this afternoon to make sure the problem was taken care of. After describing the visit from his technician he confirmed that I had his direct number and said “if you have any more problems, you call me and I’ll have someone out there in less than 30 minutes.”

Wow, now that’s the way to make someone feel good about your service. And when I returned home this evening I had a note on the door from Scott. He left a copy of the work order along with the message “don’t hesitate to call the Maintenance Supervisor” (that’s Rich) if I have any more problems.

So far, I’m impressed. Knock on wood … hopefully the problems are all behind me now.