UPDATE 6/23/08 - So speaking w/ the service center late on a Friday (6/13) we scheduled a tech visit for Tuesday (6/17) of the following week. Center promised to call when the visit got closer to confirm - no such luck, tech just showed up on Tuesday afternoon. But hey, at least he showed up.
We went over some troubleshooting and he was pretty perplexed (especially since the problem is intermittent), though eager to help. He wanted to check and/or change some connections on the exterior of the house to make sure all the lines were in good shape, he also tried to get another cable card. Luckily the issue reared its head while the tech was still here, he got his supervisor on the phone to check to see what my channels looked like at the distribution head-end. The supervisor saw exactly the same a/v sync problem on the entire head-end, pointing to a problem on Comcast's end, nothing with my equipment or cable pulls. Though I think he did change or secure a few connections outside, my original cable card stayed.
I don't know how many other people share my cable head-end (at least several thousand, my friend 3 miles away has the same problem), but I am shocked that an occasional, but persistent complete lack of audio/video sync on NBC & PBS (WTTW) could go this unnoticed by other subscribers and Comcast itself.
Tech/supervisor said they would do some tweaks on the head-end to try fix it, and promised I would hear back from them with an update on the status on Sunday (6/22).
I write this on Monday (6/23), the problem is still there (HD shows on WTTW & NBC are essentially unwatchable, unless you want to get a weird seasick feeling) and no one called me yesterday to check in.
The tech did leave me w/ his Supervisor's # so I guess I will follow up today.
Comcast: 1+ for 1. Changing score b/c they just called me on the phone to address both my HD sync issue and also many of my broader points overall. . .since GetSatisfaction played a roll I'm changing this one to satisfactorily answered.
Frank @ComcastCares just called me on the phone, we spoke for over an hour. During our call my local service center called to address my HD a/v sync problem. Impressive and more to follow. . .
I posted a few questions on GetSatisfaction. So far here are the results. . .
Comcast: 0 for 1 on my question. However, on the 3rd attempt via Twitter I was given a "special" email address to use, stay tuned.
Google: 0 for 2 on my questions. Then again my Google posts were really more of comments than direct questions. . .it seems with Google you have to just sit back and hope that they improve whatever the problem is, cause there is no way they can field individiual comments/problems.
RealMac Software: 1 for 1 on my questions. I got a response here extremely quick, I had a hard time getting a hold of this company via their website, but from the time I posted on GetSatisfaction to the time I actually had a refund only an hour or two elapsed.
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We went over some troubleshooting and he was pretty perplexed (especially since the problem is intermittent), though eager to help. He wanted to check and/or change some connections on the exterior of the house to make sure all the lines were in good shape, he also tried to get another cable card. Luckily the issue reared its head while the tech was still here, he got his supervisor on the phone to check to see what my channels looked like at the distribution head-end. The supervisor saw exactly the same a/v sync problem on the entire head-end, pointing to a problem on Comcast's end, nothing with my equipment or cable pulls. Though I think he did change or secure a few connections outside, my original cable card stayed.
I don't know how many other people share my cable head-end (at least several thousand, my friend 3 miles away has the same problem), but I am shocked that an occasional, but persistent complete lack of audio/video sync on NBC & PBS (WTTW) could go this unnoticed by other subscribers and Comcast itself.
Tech/supervisor said they would do some tweaks on the head-end to try fix it, and promised I would hear back from them with an update on the status on Sunday (6/22).
I write this on Monday (6/23), the problem is still there (HD shows on WTTW & NBC are essentially unwatchable, unless you want to get a weird seasick feeling) and no one called me yesterday to check in.
The tech did leave me w/ his Supervisor's # so I guess I will follow up today.
http://feeds.feedburner.com/~r/webware/~3/3089894...
Comcast: 0 for 1 on my question. However, on the 3rd attempt via Twitter I was given a "special" email address to use, stay tuned.
Google: 0 for 2 on my questions. Then again my Google posts were really more of comments than direct questions. . .it seems with Google you have to just sit back and hope that they improve whatever the problem is, cause there is no way they can field individiual comments/problems.
RealMac Software: 1 for 1 on my questions. I got a response here extremely quick, I had a hard time getting a hold of this company via their website, but from the time I posted on GetSatisfaction to the time I actually had a refund only an hour or two elapsed.