My new cable box quit working the day after it was installed.  So, I called Comcast.  After following the prompts, I went into a queue.  After 20 minutes of waiting in queue, I gave up and decided to call back and answer the prompts differently.

Success, I got a live agent!  By looking at my calling telephone number, the agent knew who I was, and where I lived.  Great!!  The agent then asked for my full name for verification purposes.  And I gave her that information.  She then asked for the last four digits of the bank account that I use for automatic payment.

RATS!!  While I have a lot of logins and passwords written down, no one has ever asked me that question.  So, I could not answer it. And therefore, she would not help me.  So, I hung up and dialed in again answering the prompts differently.

Previously, I answered the prompts as a customer needing repair.  But this time, I answered the prompts as if I were setting up a new box.  I immediately got connected to a service rep.  And like the previous rep, she knew who I was and where I lived.  Only this time, she was focused on helping me and not on playing guessing games.

And while she tested the box, she could not fix the problem.  But she at least gave me a list of items to check.  Three hours later, the problem was resolved.

The treatment that I received from the first agent was unacceptable.  It is not like I was ordering a new service or feature, I just wanted my existing service restored.  I think that she was only interested in getting me off of the phone.