Phone Line Personalities

My internet connection, cable TV, and phone were all behaving erratically, so I called Customer Service at Comcast - the provider of all three. I told the Customer Service Rep my theory is, that the high temperature outside is causing the fluctuation, because I only notice it during the afternoon, never the morning nor night. The Rep said, a Tech visit tomorrow.

The next day, two Techs show up at my doorstep and tell me, 5 of my neighbors also complained, so multiple Techs happened to run into each other and together figured out the problem. My theory was right... the box up on the neighborhood pole can't take the high temperature and needs to be replaced. I asked the Techs if they need to enter my home and take a look at anything and they said, "No, it is all outside up the pole."

A few days later, I get my monthly bill from Comcast and tagged onto it is an additional $49.95 for the Tech's visit. Surprised, I got on the phone with Customer Service and requested that they remove this charge. The Rep kept saying, that I had called for a Tech, so I will be charged for a Tech, but if I want to get the 99 cent a month protection plan, the $49.95 will be waived.

I argued, that if I messed with Comcast's equipment in my home, then I should be charged, but since the problem was outside on the neighborhood pole, I should not have to pay for it. The Rep repeated her chant a few times... "You called a Tech, you have to pay!" I asked for a Supervisor and was put on hold for about 10 minutes then suddenly disconnected.

Rather upset now, because I have to call back and present my case all over again, I hit the redial button. The new Rep listened to my story and before I could mention what the previous Rep said, he said, "Ma'am, did the Comcast Tech step in your home or did he work outside?"

I said, "Outside" and in a split second the Rep said, "Ma'am, I am going to credit you $49.95... sorry for the inconvenience... thank you for using Comcast... is there anything else?"

Huh, what? No debate? There I was with my battle armor all ready to argue my case and his answer threw me off track. After an awkward silence I said in my non-battle tone, "Appreciate the credit, thank you very much!"

One lesson learned... you don't have to take the 1st Rep's word for real, hit redial and you might get lucky. Company rules might be in place, but at the end of the day it sounds like it is all about personality. Whom you get on the other end of the phone line and how you interact with them seem equally important.

Gene's Strategy re Making More $

This month, I have been reading up a lot on Gene Simmons' sales & marketing style and general philosophy. In the process, I found this fun clip. Love the math here... an interesting way of looking at making more money.

Being in a start-up, I already work 7 days a week and now, thanks to Gene, a different bulb went off in my head. Not sarcastic, just another dimensional bulb like I like it. I totally forgot about all the holidays which when added to the weekends, minuses a lot of work days. Humm... back to work!

360 Car Spins & Almost Off A Cliff

February 12th, 2007 Reno Nevada car accident remembered... here is the email I wrote to my loved ones a year ago...

Yesterday my car went over a slippery something on the road and I swung from the right lane to the left and almost hit the railing/road divider on the left, then I swung right and almost hit the railing on the right, then I did two 360 degree spins and then my car traveled backwards for several feet.

While I was going backwards, I saw a truck's headlights coming right at me at probably 60 miles/hour. My car flipped around into a 180 degree spin and I landed back in the direction of traffic on the right side of the road about 2 inches from the railing and the edge of a very steep cliff. The truck zoomed past me from the left and as it was just inches away it shook my car as it drove past.

I can't believe I am alive - honestly, it is a miracle that I did not get a scratch on myself nor the car... must have been a guardian angel or something. They say your life flashes by in seconds and that is what truly happened. I thought... I don't want to hit the edge, oh my gosh I am going to hit the edge, I don't want to die, I am never going to see my family again, this is my time and such.

As I was spinning and then going backwards I could see the cliff from the corner of my eye and I thought... this is it, I am going down that cliff and dying in the next few seconds and there is nothing I can do about it. My mind shot from "I don't want to die" to "I have to accept that I am going to die" - very strange.

When I did not crash nor die, I sat in my car sweating and shaking profusely for a while till I could collect myself enough to drive off to the nearest exit and sit there a while calming down. The kind-of-accident happened around 4:20 pm and it took me all night to process it and calm down. I am still rattled.