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Crash! Cable guy drills hole right through china cabinet

THE FIXER HAS SAVED YOU

$1,212,882

Updated: May 16, 2012 1:29AM



D ear Fixer: I recently moved back home to help take care of my elderly grandfather. My grandparents raised me since I was 7, after my mother, their oldest daughter, was killed. So my moving in has everything to do with giving back to them.

My grandfather subscribes to a satellite company for his bedroom television, but the other bedrooms and the family room had very basic cable service. I contacted Comcast to upgrade the service in those rooms, with permission from my granddad.

On Jan. 27, Comcast sent a tech to do the installation. It was extremely long, and when it was done we were still left without the services we ordered. Plus, the tech drilled two unnecessary holes to rewire one bedroom. I had showed him the area where we wanted him to run the new cable wire but he said that wasn’t doable. Instead, he drilled the first hole without looking and put a hole directly through a china cabinet on the other side of the wall!

We realized this when we heard a crash of dishes in the lower storage of that cabinet. We screamed for him to stop. He never apologized and he laughed it off. We inspected the damage as best we could, but were unable to move the cabinet because of its weight.

The tech proceeded to drill a new hole near the first one and then put a huge amount of silicon glue around the hole to secure the new wire. He also made repeated trips in and out without any protective shoe coverings and tracked snow and water onto our carpet and floors. When he finished, we still didn’t have the extra channels.

I called customer service and was told it would take 24 hours for the new channels to appear. After 24 hours, we still didn’t have them. I called customer service again, and this time I complained about everything: the missing channels, the lack of respect to our home, the unnecessary holes in the wall, the unprofessionalism and the lack of accountability for the hole in the china cabinet. The rep pretty much was appalled by everything. He said we should think of an amount that would be appropriate to cover the damages to the cabinet. He said there would be no haggling. Then he made another installation appointment for Jan. 30.

The second installation went much smoother. After the tech finished, I commented on his shoe covers. He was surprised I had mentioned it and said it was standard procedure for the installers to wear them. He also said the two holes made by the first installer were unnecessary.

I waited to hear from Comcast about the damages. I contacted them again on Feb. 17 and the rep told me my damage claim was rejected! I complained and the representative opened a new damage claim since there was no record as to why it was denied.

Three days later, I was told that the second claim was denied, too.

I’m happy to report that we do finally have the new channels we wanted but I would like some resolution to this other matter. Can you help us, Fixer?

Yolanda Hughes, Gary, Ind.

Dear Yolanda: You told The Fixer that this doofus of a cable guy also blocked your driveway with his truck and sighed when you asked him to move it. When you jokingly offered to move it for him, he tossed you the keys and let you drive.

It sounds like not wearing foot coverings wasn’t the only thing not done “by the book.” Most disturbing was that Comcast twice denied the damage claim for the china cabinet without even looking at it or interviewing you.

When we brought this to the attention of a higher-up at Comcast, the cable company took another look. A supervisor quickly came out to investigate, and Comcast cut a check for $500 to pay for the damages. They also apologized and said they expect their technicians to be “courteous and respectful” to customers.

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