By now, we’re all familiar with Comcast’s litany of customer service horrors. Whether it’s telling customers that they’re going to be locked in at a low rate for a year before jacking up their prices after just three months, disconnecting customers repeatedly during service calls, allegedly pulling unauthorized credit reports, calling customers obscene names on their own bills or using insane people to mentally bludgeon customers into not cancelling their service, Comcast has basically written the book on finding creative ways to not give you what you want. More →
For the past year, Comcast has ruled the roost as America’s most disliked pay TV provider but this year it seems it has some major competition. Via Bloomberg, a new Harris poll of more than 27,000 American consumers found that Dish was actually the most disliked pay TV provider and was in fact America’s third-most hated company overall.
On Thursday, the Federal Communications Commission voted in favor of a new standard for broadband Internet. From now on, anything less than 25Mbps downstream and 1Mbps upstream is no longer considered broadband — but there has been one unexpected (and perhaps unwanted) victor as result.
Anyone who has worked in customer service knows that it can be a miserable job that involves dealing with rude, angry people. That said, the generally accepted way to deal with rude customers is to keep any such negative feelings about them to yourself, or at the very most only share them with your friends and colleagues. This unwritten rule doesn’t seem to have stopped one Comcast customer service representative from changing a customer’s first name to “A**hole” in the company’s database and keeping it there until the customer received their monthly bill with the expletive written at the top of the page. More →
We really shouldn’t be surprised by nightmare Comcast stories anymore… but somehow the company keeps coming up with creative ways to deliver terrible service. The Philadelphia Inquirer brings us the story of Louis Moravec and Susan Thauer, two Philly residents who had an impossible time getting Comcast to actually come out to their new place and hook them up with Internet services. In fact, what should have been a simple one-afternoon process ending up taking three weeks and an estimate 50 hours on the phone with Comcast customer service representatives. More →
Comcast and Time Warner Cable have long insisted that their proposed merger will have big benefits for consumers, although opinion polls of consumers have shown that this argument hasn’t proven very persuasive. That said, consumers in Michigan actually have a very good reason to support the merger because it will mean that Comcast will leave them alone. More →
Comcast and Time Warner Cable both have horrible reputations for customer service but is that alone a reason to block their proposed merger? Ars Technica reports that a new petition filed with the Federal Communications Commission by telecom analyst Bruce Kushnick of the New Networks Institute argues just that. More →
Another day, another unhappy Comcast customer. The International Business Times reports that Chicago resident and Comcast subscriber Keith Santangelo has filed a lawsuit against the company alleging that it ran an unauthorized credit check on him despite the fact that he paid the company a $50 fee to waive the check and that he explicitly told the company he didn’t want them to pull his credit report. More →
Unless you’re an executive at Comcast or Time Warner Cable, there’s probably a good reason for you to oppose the two companies’ merger. Whether you’ve dealt with either company’s miserable customer service, been slapped with unexplained fee hikes, or just are sick of seeing the home broadband market dominated by a tiny number of players who have set up their own regional monopolies… these are all solid reasons to oppose Comcast and TWC’s proposed union. More →
As we saw last year, Comcast has come up with an ingenious way to keep subscribers — namely, it makes unsubscribing to its services such a torturous and miserable process that you’ll eventually just cave in and decide to stick with them. Comcast subscriber Gern Branston recently attempted to cancel his Comcast customer service and a retention agent made him an offer to stay that he thought was too good to pass up. In retrospect, however, he probably wishes he hadn’t taken the bait. More →