During a Senate hearing on the Comcast-Time Warner Cable merger Wednesday, Comcast executive vice president David Cohen finally addressed what multiple customer satisfaction surveys have said over and over and over and over and over again: Comcast and Time Warner Cable both have terrible customer service. The Washington Post reports that Cohen said Wednesday that “it bothers us we have so much trouble delivering high quality of service to customers on a regular basis” and that “sometimes, we need a kick in the butt.”
Of course, just because Comcast is “bothered” by its terrible reputation doesn’t mean that it’s going to do anything proactive to improve it, let alone hold off on its $45 billion merger with Time Warner Cable because of it. Despite admitting that its customer service is terrible and admitting that customers should still expect to see their monthly bills continue to rise just as rapidly after the merger, Comcast is promising us that merging with Time Warner Cable will somehow make things wonderful for millions of American consumers.
