Comcast came through

I have to say that once the issue became publicized via this blog (see here, and here, and here) and Twitter, Comcast took many steps to resolve our problem. In short, they promised to fix the problem and they did. They followed through and they followed up.

And as I mentioned in a previous post, I am very willing to thank and acknowledge a company that does indeed follow through.

So – Thanks, Comcast.

Technorati Tags: Comcast,Twitter,Thanks

Comcast is responsive

Well, the solution to our problem seems very close at hand.

I have to admit now that those representatives from Comcast / Xfinity with whom I and my wife have dealt with since my original post have been very helpful. I received a comment on this blog, which of course goes to my email … and then received a few direct emails from them asking for specifics and offering a promise to help.

And help they have been. … We’re near a solution – hoping that the service call tomorrow will bring it all to a close – unless something disastrous happens.
There were a few curious parts to this trying experience:

• Each time we called, it seemed that the Comcast representative on the phone didn’t document their suggestion nor the results of the suggestion. I have to think that if they had a running log of the calls made, the solutions offered AND that these solutions didn’t work those representatives could have (should have) escalated the issue to those who could solve the problem.
• I understand the need for any company to be consistent in how it addresses customer issues – thus the typical “check list” or script they’ll use when asking questions and such. Yet, it had to have become obvious at some point (because it sure was obvious to us!) that this basic, bare-boned, consistent approach wasn’t getting anywhere. Why wasn’t there a way for them to take the initiative and move away from the pre-determined script to truly address the problem. (After all, we were just asking for regular service and nothing out of the ordinary)
• It took my post and my broadcasting them on this blog and in Google Circles to get any real response. And that response quickly moved up the chain to their corporate HQ. Why should it have taken these more extraordinary measures to get results? Again, I think that there is a break in their CRM system or process or that their employees are not competent in customer assistance.
• Follow up was greatly lacking. And this only exacerbated the feeling of being abandoned by Comcast. What would it have taken to make a quick follow up phone call? or perhaps an email message? If this is standard practice, then it wasn’t followed. If it is not standard practice, then it should be.

These are curious, indeed. And inasmuch as it took this long … the folks we are dealing with are doing everything they can to solve the problem and are being very communicative. For that, I am thankful.

So we are hopeful.

Perhaps some results are coming – Comcast working to resolve the problem

My recent post about the trials and tribulations with our Comcast cable service came to the attention of the folks there. They’ve scheduled a time to come resolve the problem – so I’m sure there will be another update on the situation posted in the very near future. (And for the record, I’m happy to applaud any company or organization that exceeds expectations – I’m not just a complaining ninny, thank you very much.)

I told my wife about the last post and how it sparked some folks into action. She smiled as though to say, “Well I guess you have to howl loudly to get any results.” Perhaps you do … hopefully you don’t have to go that far.

So, to continue …

I was contacted directly via email and then we received a call from someone who identified himself as a representative from the corporate office. In each of these situations they have been very willing to work with us to resolve the issue; and they have committed to follow up after the technician works on a solution.

Now, they’ll have to execute on their promises … and I look forward to that.

Did I ever say how much I dislike Comcast / Xfinity? Well I do!

To say that I’m not a fan of Comcast / Xfinity cable is a dramatic understatement. It seems they’ve not been able to do much of anything right … when things go wrong … from the initial installation all the way to our current 2-1/2 week long adventure with them.

This recent experience just takes the cake! Each time the same problem is explained to one of their representatives, we get dramatically different answers … either we 1) have a problem with the cable box, or 2) we’re just receiving a weak signal, or 3) the outside connections are loose, or 4) it’s an area-wide systems problem.

If you don’t know the source of the problem nor how to fix it immediately, then by all means admit to it. I’m much more accommodating when someone admits, “we’re not sure of the cause; we are working to resolve it … “

And then offer to contact me again to see if there’s a resolution to the problem.

But NO! That’s not how Comcast rolls. They’ll just make stuff up and never – never – ever follow up.

That doesn’t stop them from tooting their horn about how so absolutely great they are and how fantastic their service is … (click to embiggen)


Yeah, sure! Crap is the only response I can give. … but wait! Apparently they’re here to “make it right” – because that’s what they say they do.


**deep breath** The crap is just astounding.

And their agents … those oh-so-UNhelpful folk whom one calls to report a problem and to get some kind of solution – they are either complete morons, or liars, or both.

The problem persists for 2-1/2 weeks; and I’m betting that it will continue for the foreseeable future … and not one agent has called us back to follow up with the problem or to see if it’s been resolved. Probably because each time we call, we get a different answer to the same problem.

Here’s what we’ve been told …

• Wait 24 hours to see if it’s fixed.
• We’re sending a signal to your box to resolve the issue.
• Unplug the power chord, wait a minute, plug it back in, and THEN wait 24 hours.
• We’re sending a technician over to look at it.
• The technician determined the outside connections were either loose or frayed. They’ve been replaced.
• Wait 48 hours.
• You can always unplug the power and then plug it back in to reset the system.
• It’s an area-wide, systems problem.

And no resolution in sight.

Ideas to pass along – how to help your accompanist at auditions

Subtitled: How to be like the pros (i.e., Actor’s Equity members) in a singing audition

 

My vantage point for the auditions

I had the opportunity to be the accompanist for a full day’s worth of local equity auditions at a theater nearby.

The deal was that the actors (Actor’s Equity members) were auditioning for the theater’s upcoming season … it was a general audition and not an audition for any particular show.

So, the actors could do two monologues and sing one song of their choosing.

Throughout the day I observed the actors and here’s what they ALL had in common … and I mean every single one of them did these, without exception.
I’m passing this along because I consider them to be GOOD PRACTICES.

Use simple, straightforward songs

You may love love love! JRB … but you have no idea how difficult some of his music is to sight read. And then add the pressure of having to play for YOUR audition where a decision will be made as to whether or not YOU get a job at this theater … well, don’t blame me if you’ve picked complex music.
At this equity audition, every song was from a known show … and I mean a WELL known show (Chicago, My Fair Lady, Godspell, The Most Happy Fella, Once On This Island, etc.) – shows that may even be considered ‘classics.’ There’s a good reason for that … they are straightforward and even show one’s voice off better than some of the rock/pop songs.
Stick to the simpler songs that will show off your talent. (And if you do give me some JRB or Sondheim then don’t glare at me or give me dirty looks … I have no qualms about stopping and letting you sing a capella. You want the job?!? Then work with me on this one)

Put it in a 3-ring binder

I have lost count of the number of actors who bring in their music … all separate sheets of paper. And inevitably when I’m playing the songs, these pieces of paper are out of order; or one or more of the papers fall off the piano ledge. What a nightmare!  Another problem is when an actor brings in the vocal selection or song selection book itself. These things are bound so tightly that it never stays open to the page I need. Invariably while I’m playing the song, one of the pages ever-so-slowly flips or it just doesn’t stay open to that page.
Please use a simple, three-ring binder! At this equity audition, the music was in a hard covered, 3-ring binder. This made sure that the pages laid flat and open on the piano – which, of course, made it easy for me to see. No separate, unmounted sheets … and no one brought in the original song selections book (you know the kind that you buy in the music store).

Use Non-glare protective sheets

Along with the 3-ring binders, each actor had their music in non glare, plastic protective sheets. This made is so much easier for me to turn the pages when needed while playing. I didn’t have to worry about ripping papers nor worry about pages that were already ripped … everything was nice and neat and easy for me to use.
And be sure to use the non-glare type …

Complete copies of each page

Oh … the number of times I’ve had someone come in with photocopies of the song, but the top of the page (or bottom or one side) was cut off due to poor placement on the copy machine … or perhaps the page needed to be resized.
But every actor at this equity audition had complete pages for each of their songs. I didn’t have to guess what my left hand was supposed to play because the bottom was cut off … I saw each and every note and lyric on each and every page.

Markings on the music are clear to me

You have a voice teacher … you practice the song at home … GREAT!
But I don’t need to see all the handwritten marks about how you’re to sing this phrase or where to take a breath or how to combine a vowel combination … and so on. That confuses me – because if I see something marked on the paper, I’m going to assume it’s something I need to know about in order to play the song.
All of the actors at this equity audition had clean copies … and the only markings were specific to how I was to play it. For example:

• they would indicate where a tempo change was to occur – faster or slower
• they marked where they wanted the music to slow down
• they clearly marked “START” and “END” so I knew what in fact to play

Something else I noticed … for this audition, the actors were asked to prepare 32 bars. Quite a few of them had two copies of some songs – one copy was when they could sing 32 bars; the other copy was marked for 16 bars. I thought that was rather smart. They already figured out the best part(s) of the songs to use for their auditions … and they were prepared with a shorter version of each song.
The bottom line in all of this (and in my previous posts about auditioning for a musical) is that as the accompanist, I want to do my best for you … to play the song so that you can shine – so that you can show your talent – so that you have a good shot at the job/gig/role.