So I have this fancy HDTV setup. It has been great to watch shows like 24 in HD. While I get the YES Network, it has not been available in HD. 

I received a letter in the mail from Comast on February 17th. The letter announced that there would be some changes to Comcast’s HD lineup and that YED HD would be added on or around April 1st. Great!! The letter stated that “if [I] had any questions, please call 1-800-COMCAST.”

I called the 1-800 number on Wednesday to confirm that the HD broadcast would be available. The customer service representative didn’t know anything about it, “No sir. I don’t believe that channel is slated to become available anytime soon in your area.”

I asked to speak to the person’s manager (maybe the rep was not privy to information on upcoming changes to the channel lineup). The call center manager didn’t know anything either, “Nope. Ummmm, I don’t see it here. And if it isn’t on my list it won’t be available.”

This is great. If I knew this was going to happen I would have switched to DirecTV a month ago.  

So I have this letter in my hand signed by the “Regional Vice President” for COMCAST. For this post I’ll refer to him as “Bruce.” The letter had no contact info for Cousin Brucey. I was frustrated and thought, “I’m going to find this guy.”

So, I opened a browser window and began to search for “Bruce.” I used his last name, title, “COMCAST”, “Connecticut”, etc. Bingo. I found an article which mentioned that “Bruce” was based in a COMCAST office in a CT city that I won’t mention. So, I found the number for the office and looked-up “Bruce’s” number by entering his first and last name, which enabled me to leave him a voice message.

I left him a very calm message explaining that I received the letter; the 1-800 number didn’t have any information. I explained that I want to remain a customer but would first like confirmation that YES HD will be added and when I could expect the change.

My wife was thinking that this guy would be disturbed by my seeking him out and leaving him a message.

Thursday: Bruce didn’t call me back. I told my wife that my next course of action was to stop by Bruce’s office if I did not hear back by Friday.

Today: Bruce left me a message at my home. He explained that the channel would be available on Monday for the start of the season. He told me to enjoy the season and that he would be sure that the call center would be updated with the correct information.

I love the internet.

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