Comcast has been taking a brutal hit in the public relations department for months because complaints about its nightmarish customer service have regularly been going viral and have routinely hit the front page of Reddit. Comcast knows that in order to improve its reputation, it needs to do a better job of actually fixing problems when they first pop up instead of driving customers to vent about their frustrations in high-profile social media platforms. To this end, the company announced Monday that it’s going to be tripling the number of people who work at its social care team. More →
For the past several months, Comcast subscribers have found what appeared to be a surefire way to deal with the company’s Kafkaesque customer service: Namely, get a news outlet to write about their story and publicly shame Comcast into doing the right thing. However, it looks like Comcast has found a way to beat even this clever tactic: Namely, tell media outlets that they’re going to fix customers’ problems and then hope no one notices that the problems never get fixed. More →
Despite initial reports that content from NBCUniversal (which is owned by Comcast) won’t be a part Apple’s rumored TV streaming service, contract terms Comcast agreed to when it acquired NBCUniversal back in 2011 may force the media giant’s hand.
To pass regulatory scrutiny, Comcast a few years ago agreed that it would make NBCUniversal content available to online video distributors at rates that were comparable to the rates it charges cable providers to carry that same content.
For a long time, Apple tried to play nice with incumbent cable providers while developing its own over-the-top online streaming service. However, it looks like Apple went into these negotiations unaware of just how shortsighted and backward thinking many cable companies can be… especially Comcast. More →
If its proposed merger with Time Warner Cable goes down, Comcast could make us regret it. Really, really regret it. BTIG Research analyst Rich Greenfield writes that if regulators shoot down the TWC merger, Comcast could turn its attention to buying up a number of other properties to bolster its business… including Netflix. More →
If you are already paying for HBO through your cable provider, then you should have no problem watching HBO Go on your device of choice at home, right? Right… unless you’re a Comcast subscriber. The Verge’s Chris Welch points out that PS4 owners who also subscribe to HBO through Comcast still aren’t able to access the app on their devices even though it released to the console earlier this week. More →
Calling your cable company’s customer service department when you have a problem with your TV, home phone or Internet service can often be an infuriating experience. Sad though it may be, cable companies in the U.S. are known far and wide for providing poor customer care, and they are regularly ranked at the bottom of studies that focus on customer service and customer relations.
Soon, the rage experienced by some cable subscribers may reach an all new level when their service goes out. Why? Because they won’t even be able to reach Comcast customer care if their home phone and Wi-Fi-only mobile phone service are both powered by the same equipment. More →
Comcast thought the Time Warner Cable merger would be all wrapped up by now, mostly because it’s so used to getting exactly what it wants from Washington. However, it’s been a year since the proposed merger was officially announced and its prospects are cloudier than they’ve ever been thanks in part to a series of customer service blunders that have left both companies embarrassed and apologetic about how they treat their own customers. More →
You didn’t really think Comcast was going to let Time Warner Cable’s attempts to steal away some of its bad press go unchallenged, did you? Ars Technica has another great scoop about a Comcast customer who called in to complain about the company’s experimental data caps only to be told that these caps were “mandated by the law.” More →
Stories of woe involving people’s interactions with customer service departments at cable companies are about as rare as snow in the Northeast right now. It seems as though we can’t even go one day without hearing a new tale of terror involving some poor, unsuspecting customer’s interactions with his or her cable TV and Internet service provider. Our favorite recent examples are when Comcast tried to keep money from a rent check that an elderly woman accidentally sent in, and when another woman had to complain to Comcast’s CEO’s mother in order to get results.
Now, things have taken an interesting new turn. More →
Comcast’s bad customer service is almost legendary at this point. New stories pop up nearly every day that involve people being horribly mistreated by Comcast’s customer care team, and each one is more cringeworthy than the last. Examples from the past few weeks alone involve Comcast calling a subscriber an “a**hole” on her bill, Comcast calling a 63-year-old woman “super b*tch” on her bill, and one particularly ridiculous story of a couple who couldn’t get help with their Comcast service until someone complained to Comcast CEO Brian Roberts’s mother on their behalf.
Survey after survey finds that Comcast’s customer service ranks among the worst in the country, and now it looks like the company’s terrible customer care might end up helping to prevent its proposed merger with Time Warner Cable. More →