TV-Full Friday: Our Long Nightmare Is Over

Most Cablecard service calls are that simplistic. It's not that the cable staff don't know what they're doing (though, of course, there is enough of that), but that they are serving as adjudicator for the cable system: is this setup legitimate, such that I should authorize this device on our network? Their service rep's physical presence is required for that reason first - actually fixing any issues if the system doesn't auto-configure when sent the authorization signal by the cable system come far, far second.
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Like you said, the actual technical steps - given device X, hit this menu option, this menu option, then read off the serial number to me - can be handled by any reasonable person over the phone, but the trust issues can only be solved by the physical presence of their service rep. I suspect these sorts of situations will only grow, as consumers continue to want new/modified devices to work on old-school networks (e.g. the custom iPhone from your anecdote).

Road Runner Sports has EXCELLENT customer service. You can even easily get a live and friendly person on the phone. On more than one occasion, I've received an email coupon within days of placing an order, and they always let me apply it retroactively. They also gave me some latitude on their 90-day return policy--and that was on shoes I'd already run in several times.

Also, and I can't believe I'm saying this, my last two encounters with DirecTV have been pretty positive. The people on the phone were very friendly, sympathetic, and actually knowledgeable, and the guy who brought my new DVR was friendly and helpful, too. It could be that my expectations are soooooo low for them. I've had some hellish experiences with DirecTV and often get the impression that they could not care less about the customer. They cash your checks and you are to accept whatever service they deign to give you. Your DVR crashed and you lost 30 hours of programming? Tough--we don't guarantee that you'll be able to watch your programs, only that they'll air on your TV at the scheduled time.

Now I'm getting worked up. Think Road Runner, think Road Runner...

AT&T's Uverse technical support was great. Unfortunately the service was so inconsistent that I had to disconnect. After the system came up there were a couple of glitches, quickly addressed by helpful real people without hours of wait time. About a month later a whole new set of unavailability, very pleasant guys coming to the house to get it right again. Installing new equipment to replace "defective" items, etc. Unfortunately, after the fourth set of failures, I had to throw in the towel because it usually took down the TV and the internet connection at the same time. Might be able to live without one for awhile, but both the Mrs. was not pleased about. But the service teams were excellent throughout. Odd but true.

Two questions if you get a sec:

- Did the tech who called you back in the morning from his cell phone know you are a writer for Time? He deserves a raise if that is the usual level of service for any/all customers.

- I have a DVR from my satellite provider (not TiVo), and I'm envious of the "transfer to iPod" feature I've heard about on TiVo's. Have you used that, and how easy/well does it work?

I second the RoadRunner Sports thumbs up. They have been good to me.
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I also LOVE backcountry.com. They have shipped things for free for me when I accidentally left something off my order (I spotted it just ten minutes after I placed the order, but it was already boxed up for shipping--they are just that efficient). They've also helped me return things that didn't work out for me. But more to the point, a live human helped me prepare for a 50-mile hike in England. I had never hiked that far before, and, left to my own devices, would have been completely unprepared for the cold weather and snow. Thanks to their live customer service, I was appropriately kitted out (with gear that was on sale) and the hardy English people I was hiking with hardly laughed at me at all.