ABC news Nightline featured on air complaints about Comcast’s poor customer service called “Fed Up”. Despite this public declaration, Comcast declined to be interviewed, but stated to national viewers that “Comcast is intent on improving customer satisfaction”. That was back in 2007. Today, on the world wide web, there exists a multitude of forums dedicated to Comcast’s dismal service. Comcastsucks.org, digg.com/tech, Associated Content, Chuckscorner, and Comcastmustdie.com to name a very few. All of these websites share one thing-poor customer relations, lack of respect and loyalty to current/former customers, blatant lies told by improperly trained staff, interrupted services, poor quality services and a near disdain on the part of Comcast when dealing with their “valued” customers.
Comcast co-chief financial officer Michael Angelakis stated to MarketWatch that “Comcast must work to improve its customer service”. I’m sure we agree that Comcast’s future revenues will come from increased and existing subscribers. My research has shown that not only is Comcast more expensive than the competition, but Comcast customer service lacks efficiency. Comcast operates as a monopoly, treating their customers as if they have no other choices, and have to tolerate whatever they “dish out”, we don’t.
The consumer Advocacy group have been pushing for regulation of large cable companies for years. In the past, competition has been stifled. However, new rules could open up 25 million households nationwide to Comcast’s competitors. Given Comcast’s dismal reputation of customer relations, dropped phone calls, interruption of services and over-all poor service, who do you think the public will choose as a Cable provide?? (Hint: not Comcast!!).
According to Larry Dignan Comcast has cut its outlook due to “an increasingly challenging economic environment”. However, Dignan went on to suggest that the real issue is competition, and that customers are “just choosing other options”. According to Business News Americas in 2008 Fitch’s ratings were based on concerns “that center on Comcast’s ability to maintain its relative competitive and economic environment”. Wikinvest suggests that Comcast’s existing customer base may be their best future customers. “Given the limited potential of new cable customers, Comcast’s significant growth area is selling increased services to their current customers”. As most of us have become keenly aware, Comcast poses little interest in their existing customers, only marketing and bargaining with potential customers in hopes of bigger business.
I’m clearly no marketing expert, but what fascinates me regarding Comcast is their delusion of a monopoly over cable service. Comcast devalues current customers with lousy attitudes, poor service and increasing prices causing them to seek better treatment with the competition. This seems to defy logic. This business practice certainly doesn’t ensure future revenue with existing customers, as stated by Wikinvest as a business strategy necessary for Comcast. I assume Comcast executives are blatantly unaware that they are losing market shares to satellite TV and VOD. In this unstable economy when so many people have such financial hardship, and with cable choices just around the corner for everyone, how can Comcast afford to be so cavalier?? When Comcast’s own chief financial officer states that “Comcast needs to improve customer service”, a suggestion that was obviously ignored by many employees at Comcast, how will they ensure an economic future?
Comvast informed the public on national television that “Comcast is intent on improving customer satisfaction”. Most of us have had an unsatisfying relationship with Comcast, or we know someone who has. Comcast has set quite the reputation for themselves. I think since Nightline on ABC did the initial story on Comcast there should at least be a follow-up, to see if Comcast was “true to their word”. Since I have less channels to watch since Comcast so easily dismissed me as a long term paying customer , I have the free time to follow up on the Abyss of negative material written about Comcast. Customers nationwide should know what they’re paying for, or rather, what they’re paying for and not getting. America needs to know that they have choices. Comcast, your monopoly is over.
ABC News Nightline