Dear Brynn at Comcast,

Thank you for listening to my concerns. Thank you for validating my feelings AND for saying you're going to do something to change the system.

Let me back up - 

We mainly use Comcast's OnDemand service for the kids' programming available anytime - Eli gets to choose two shows during his quiet time while Charlie's napping. He loves shows like Disney's Imagination Movers, Nick Jr.'s Umi Zoomi, Diego, Dora, Handy Manny, etc.

I love that we have a variety of kids shows easily accessible, whenever we want and we don't have to clog up the DVR in the process.

But I have become more and more frustrated with the violent or inappropriate advertising on the Comcast OnDemand screen when you scroll through to find the shows that you want.

I don't think it's okay for young kids to see the movie preview for Angelina Jolie's SALT. Or some other show or movie with intense scenes, shooting, fighting, cars exploding, etc. There is no way these ads would be shown on a kids' channel, and I kept wishing there was a way to have parental controls or some other method to avoid these ads when putting a show on for my child.

I became so fed up with the ads that I called Comcast's customer service line. Good old 1-800-COMCAST. (which is often a frustrating experience) At first I thought calling was totally unproductive--the customer service reps were ZERO help - basically said there was nothing they could do to change these ads. I spoke with a supervisor and it was the same old story. It was out of their hands.

But this WAS productive, because my blood started to boil. Don't tell me there is nothing you can do when I know this could be better...

I started doing some research. I called an advocacy group that speaks out against violence in the media, and the woman who answered the phone gave me the idea to file complaints with the Federal Trade Commission and the Federal Communications Commission. So I did--I wanted this to be on record and in their files. But I wasn't convinced that this would lead to immediate results...I'm sure these agencies receive a variety of complaints and get bogged down. And who knows if they would investigate my complaints in the first place.

I wanted faster results. So I decided, why not try to contact Comcast's headquarters directly and see if I can track down the person or group who manages these ads??

I called Comcast at its Philadelphia office and told the operator who I was looking for. She transferred me to the voice mail of someone who deals with the advertising on Comcast. This person, the very nice Jenna, called me back the next day and said she wasn't directly over those ads, but was happy to give me the name/number of the person who was.

Enter Brynn. I left her a message late yesterday afternoon, and she promptly called me back today. We were on the phone for a good 20 minutes, discussing my frustrations with the movie ads and content when using OnDemand. She explained how the ads work--they are called "barker ads," produced by an entertainment company in Los Angeles that creates two 20-minute advertising loops--one for daytime, the other for nighttime (which starts at 9 p.m.) The ad loops are updated each week to keep the content fresh, and all daytime loop ads have been rated "suitable for all audiences."

Which, as a side note, I think is a TOTAL joke. Suitable for all audiences means no drug or alcohol use, no guns being pointed directly at a person but otherwise guns are okay...come on. I think that rating could be revamped too. 

Brynn was very understanding of my plight. She appreciated the feedback and said her team is going to start previewing the ads before they run for the week to make sure the content is suitable for young eyes. She gave me her email address so I can send her a quick note if I see an advertisement that is violent or inappropriate on there. Brynn said she would talk with the ad producers and communicate these concerns, and we should hopefully see changes in a few weeks when the next round of barker ads are up (they are produced about two weeks in advance).

Bravo to Brynn at Comcast for taking the time to listen, to care, and to commit to making changes. I really hope this makes a difference.

Likes and Dislikes

This Week's Likes and Dislikes:

Comcast - Definite DISLIKE. Yesterday my home phone line had problems all day long and I couldn't make or receive calls. Yet my internet and cable worked fine, which are also through Comcast. I swear I call this company at least twice a month with problems.

Home Depot - Another definite DISLIKE. Eli and I went over there this morning to pick up the tile that will go in our small laundry area in the basement. The Home Depot employee helping me totally stressed me out when I asked for his help in knowing which supplies I needed to buy (mortar, grout, etc.). He was WAY high-strung and made me feel like I had to decide on colors and other things very quickly. I felt so flustered by the end of the ordeal.

Trader Joe's - a LOVE. My latest favorite treat from this store? Almond in the Coconut chocolates... like an Almond Joy but ten times yummier. You can find these on the shelf in a clear plastic box above the freezer area. I highly recommend them!

The Garbage Man - a LIKE. He was so kind when I ran out and asked if we could get another recycling bin since ours disappeared after last week's pickup. There are so many grumpy employees in the world, but this one was SO helpful and said he'd call the order in for me.

Nicor Gas - a DISLIKE. I spent a good hour on the phone today, trying to reason with four different customer service people about the fact that I did in fact arrange on its web site, more than a month ago, to have the gas turned off at our old place and turned on at this place. Apparently, something didn't go through because it didn't happen. Thankfully, the day we moved in, there was a Nicor guy coming to turn off the house's gas, but he left it on when he saw we were here. But I just got a bill for our condo from the last month. Now I have to fax a copy of our condo's closing docs to Nicor for proof that I shouldn't be paying this bill... UGH.

Favorite Helper in the Kitchen - Eli. Definite LOVE :). Yesterday I was making dinner and he explored all of the cabinets. I didn't care since he was in a good mood and not making a huge mess. He definitely brightens my day when I am dealing with aggravations like the ones listed above!

Making Things Happen

I have always been a big believer in being proactive, writing letters, talking to managers, calling companies, etc. when I feel that something could be improved. I've done this with airlines, restaurants, retail stores, online stores, and often with the city where I live (someday I'm going to run for city council or other local office so I can really make things happen!).

With that said...

We have lived in our condo for 5+ years now, and each winter we get a nice accumulation of snow. The city requires residents and businesses to clear their sidewalks, yet there has always been this stretch of sidewalk near our building that is NEVER cleared! (And then the sidewalk on either side is totally clear) It drives me crazy and drives many other people crazy as they walk down our street to the train or hospital. But now that I have a baby and am slipping and sliding carrying my big bundle, I finally became fed up and called the city.

(here is the cleared side of the sidewalk)

(here is the annoying patch of icy snow)
It turns out that the sidewalk is the responsibility of the city-owned golf course! (this is an urban golf course that crosses a few busy roads - we are grateful to have the view of the golf course with open space rather than another brick building). My assumption is that whoever was clearing their sidewalks thought that this small stretch was the responsibility of our condo building (but in the summertime, that grass is cut by the golf course people so I figured it wasn't).

Anyway, it's a shame I didn't call sooner! I'm happy at least that they are going to come take care of it and we will no longer have this awful icy patch. For all of you who have something you're frustrated with, call or write a letter! You'll feel better. And maybe even get some results!

(Eli's happy too - can you spot his two lower teeth? :)

And one random addition to this post - I was just searching for some of my freelance articles to post on my blog (see sidebar) and found my Luvabulls article (where I tried out for the Chicago Bulls dance team and wrote about it) posted in a basketball forum - too funny!