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Comcast says its customer service does a great job ‘way more than 99%’ of the time

Published Apr 22nd, 2014 9:15AM EDT
Comcast Customer Service

Comcast received the dubious honor of being named the “worst company in America” earlier this month, and it regularly receives poor rankings in customer satisfaction surveys due to complaints that focus on the company’s service quality and problems with the quality of customer service it provides. According to Comcast’s executive vice president David Cohen, however, the company’s bad image makes no sense because its customer service is fantastic.

“I point out we get over 300 million service calls a year. A million a day,” Cohen told The New York Times in a recent interview picked up by “So if we do a great job on 99 percent of them, then we are going to have three million people who are angry — and we do a great job on way more than 99 percent.”

Cohen’s suggestion that Comcast criticisms come from a vocal minority may indeed be valid, but it is also curiously in stark contrast with earlier statements he made.

Not even two weeks ago, Cohen was quoted by The Washington Post as having fully acknowledged that Comcast has tremendous difficulty providing good customer care to its subscribers.

“It bothers us we have so much trouble delivering high quality of service to customers on a regular basis,” Cohen said while discussing the quality of Comcast’s customer service. He continued, “sometimes, we need a kick in the butt.”

Zach Epstein
Zach Epstein Executive Editor

Zach Epstein has been the Executive Editor at BGR for more than 10 years. He manages BGR’s editorial team and ensures that best practices are adhered to. He also oversees the Ecommerce team and directs the daily flow of all content. Zach first joined BGR in 2007 as a Staff Writer covering business, technology, and entertainment.

His work has been quoted by countless top news organizations, and he was recently named one of the world's top 10 “power mobile influencers” by Forbes. Prior to BGR, Zach worked as an executive in marketing and business development with two private telcos.