Comcast CEO: We don't wake up every day wanting to be hated

Comcast - the company that seemingly every American, whether a subscriber or not, hates - says that it doesn't want to be hated. That’s according to the company's CEO Brian Roberts, speaking at the CodeCon conference that is taking place this week.

Realistically, no CEO wants his or her company to be hated, of course, but Comcast has proven time and time again that it is right at the bottom of the barrel when it comes to customer service. More so, the company has been named the ‘Worst Company in America’ and it’s not the first time it has won this award.

Everything, from data caps to trying to become a mega-super-conglomerate, has traditionally upset the consumer who feels that they are consistently having to pay more, for less. Also, the perception that Comcast, and other ISPs, create artificial limitations on services, while others like Google can seemingly offer better service at a lower cost, does not help the company's image.

The ‘news’ is obviously not a surprise but if you thought every Comcast employee went to work hoping to make your day a little bit worse, according to their CEO, this is not the case. 

How will the company turn its ship from ‘Most hated company in America’ to something less awful? Roberts didn’t fully detail his plan and considering that the company is making cash by the boatloads, don’t expect any sweeping overhauls anytime soon.

Source: Ina Fried

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Yea, ok. Comcast, if you truly don't want to be hated, here's a couple things I can think that you can do.

1. Give everyone X1 STB's, no charge. Using equipment from 1999 is unacceptable...seriously.
2. Stop handing out those incredibly cheap and worthless Arris gateways and then charging people 90 bucks for some service tech to come and "fix" it.

I don't have Comcast myself, but a buddy of mine does and it makes me furious what they put him through.

Nah, you just wake up every morning with a big smile on your face knowing you got loads of cash coming in every day and there ain't damn thing we can do about it because for now you F#####ers have the market cornered.

ATT on the other hand and that stupid U-Verse. I dont even want to go there. I cant stand the majority of ATT commercials either.

My Mom is locked into U-Verse because the association went with them. Her experience thus far has not been too bad but for others that I have known it was terrible. 6 times to get something fixed. A joke

I have the total opposite experience with Comcast. It has been very good for me and family the last 6 years.

Internet fast and TV with plenty of options and channels. The price is not the lowest but I am glad we can afford it. I have also had great customer support experience and will not leave Comcast as long as it stays like it is.

The CAP bothers me but I have never reached it. I have also gotten many discounts, free on-demand movies from time to time and when I negotiate new rates it usually is lower than before.

I have had the system go down on rare occasions because of a bad storm, power line being cut (not Comcast fault) .

Then why do they appear to try so hard? LOL

Given their competition, if they didn't want to be hated, out would be incredibly easy to just be better than the rest, but nooooo...

Eh, I'm incredibly neutral on Comcast. It's been quite reliable, and I've never hit a data cap, and my experiences with customer service has been fine. It's more than I want to pay, but within what I can afford. Nothing incredible, nothing terrible. Obviously, your mileage will vary.

Kyle K. said,
As a 14 year Comcast customer I find it hard to believe they care at all.

MY mom has her business thru Comcast. Their system was blocking emails from one of her customers. She tried to contact them for a week. Left messages, no calls. Promises of returned calls, nothing. She had been transfered dozen of times and no resolution until a month later.

Comcast service sucks and for some, that is all they have to choose from.

Comcast has been my only ISP for about 14 years now, and every month I talk about how I want to switch to: XXX. But I never do. Because it is literally a monopoly in my area, and always has been. Are there other ISPs? Absolutely. Are they any good? Absolutely not. The others may have excellent uptime and CSRs... But when Comcast is up, and functioning, it quite frankly is a pretty decent experience at least in terms of American internet.

Simple solution.. Stop paying execs millions and use that money for network upgrades and all the stuff they add a fee for and they won't need to pass it all off to the consumer..

Delegating is not a job that deserves millions..

Where I live Comcast is the only option and and they price for it.
On the phone with them they said your not under contract and the price can go down on the bill.
In the 20 plus years with this company with one name or another, the price has never, ever, gone down.
Sure, I want another home shopping club, raise my price please. DOH

Never had them for internet but I did for cable. It was the worst service ever. Cable boxes broke all the time and the charges for the channel line up were horrible. I didn't have any of the 20 HBO's, 15 SinToTheMax, or 5 Showtimes. I just had basic service which they charged me like $120 for. I was furious when I found out much cheaper I could have had it with just Direct TV.

I think humans in general don't want to be hated... but like my Mom always said... "To have friends one must show himself friendly."

They list Internet as being $45/ month If you have phone and TV. Take away the phone and TV, and the internet is $78/month. Scumbags.

For me it's data caps, and FEES. You send me an add to come back to TV for $91 bucks a month for Internet, Digital HD and HBO, but you forget to mention that it's $22 for basic cable and $58 for Expanded Basic, $18 HD DVR fee. What a crock. You advertise a price, it should be the price!

Directv is the same way with all these extra fees and crap. the only extra cost I should see is the tax on top of the advertise price because all those fees change!

"We don't wake up every day wanting to be hated"

Gee, if only you were in a position of power and could somehow change this.

I never had a problem with comcast... I pay $170 a month and get phone service with unlimited calling / long distance. 105Mbit internet, 300 TV Channels including HBO, Showtime,cinemax and all the sports networks... Sometimes I can't figure out how people have huge bills with the same stuff I have... I've met people with less and have a $400 a month bill... every time I've talked to them they seem to try to fix problems, work solutions out, etc.... some areas though are outsourced and get call centers in other countries... our division at least has a local call center 24hrs a day.. although techs though... you can tell some of them don't have a huge amount of experience... I had one tech out to test signal levels, saw my network rack in my basement and said "uh, we need to disconnect all this" because he didn't understand basic networking he refused to disconnect the coax line to check its signals... he should of had no reason to care about the other stuff, that was all on my end of the line not theirs... but he threw a hissy fit about it... but the phone people sent someone else out immediatly

the data caps here in atlanta are terrible. i had the 50Mbit service with a 300GB/month data cap. bumped that to 100Mbit and yet still have the same data cap?

"We're literally robbing you customers, asking always more of your money for less, but we don't want you to hate us you know!"

ISPs are a joke in the US/Canada... Average at best speeds, stupid data cap limits, expensive...

Here, at least, they are the ONLY ISP that has the basic speed I want which is around 40 MBPS , and it costs about $50 a month , before they were charging $120, for I think 50 MBPS, and basic cable.... It took forever to get them to cancel the TV part.... they kept saying IT WILL COST YOU MORE MONEY TO CANCEL (The TV part of it) not internet). First of all, the sales dude lied to me about the price, (which most of the time they do ) 2nd, No one could tell me why it would cost more money if I wasn't using something why should I have the service, it's costing them LESS if I am not using it, I don't watch TV. Comcast are monopoly jerks around here, at least. Now we have google fiber though in some areas, and also 1 TB internet but not in my area :( so that's a start ... I hope my city will allow them in

It's true. They of course wake up trying to figure out how to F**K over their customers stuck in governmentally allowed monopolies.

nickcruz said,

Sounds like you been held hostage.

I have been a customer for about 6 years. I recently switched to internet (50Mbps) and phone only, because I was tired of paying over $200/mo. It's now about $95/mo. I can't get DSL, and my only other options are Satellilte (super high latency), microwave (about 2Mbps) or dial-up. Comcast's horrible service and high prices are simply the least bad option.

Don't really understand the Comcast hate. I love my Comcast service. Sure I pay a decent sized bill, but I have Cable, Internet, Phone and Home Security. Quality services and I feel like I get the value from them. Oh well.

Kyle K. said,
What irks me is the "We will be out between 8am and 8pm" crap when I need them to fix something.

I've never had a time like that, they always have a appointment window and I've never had them not show up in time.

I'll give Comcast credit for my Cable and Internet services working perfectly now but this period of calm comes after almost three years of complaints about internet hardwired and WiFi, and cable cards for my TiVos just flipping out at any moment. Over that three year period, nine different technicians couldn't fix the problems.

They initially, said the problem was my router even though I knew they were wrong but after fighting with them for so long I gave up and used their router. The problems continued so over that period different techs replaced splitters, coax, increased and decreased data coming to my unit and cable cards. One tech even suggested that the problem existed at the box in the hall and it needed to be repaired by a different tech so he made an appointment for the other tech to come out. The appointment was never made.

My problems were so frequent that they got sick of dealing with me and had me join some program where if you have any problems you call some number and this other company is supposed to help you get your problem resolved and it was 100% guaranteed. Funny thing is that I was 100% sure I would get my money back because I knew the internet would go out again and it did.

Anywho, one day the gods smiled on me and sent out a tech that knew his stuff. The guy completely re-wired everything, gave us a new router and I was super skeptical but it worked. This was 34 months (almost three years of problems that could have been resolved faster if any of the other techs did a proper job.

Not only was my time wasted but so was theirs. Not to mention the many times that techs didn't show. Thats why I hate Comcast but my service works flawlessly now and im happy but do wish my bill was lower.

Mine's always been a 2 hour time window as well, even before in areas when it was run by Time Warner Cable. They'd also call an hour before to ensure someone was actually home.

Service wise, I have no issues. It's the business end of it that I have issue with, along with some of their customer support who all seem to want to get you on this "triple play" package, when they can't even get quality phone service within before they drop your call as they ping pong you around.

Thankfully, their Facebook page has real people willing to help. They took care of us better than anyone on the phone did, investigated our issues, and credited our account appropriately. Granted, I shouldn't have had to bitch about them on Facebook but...

People are just annoyed that they have to pay. They'd rather the government give it out for free like everything else.

Love, My Comcast!

I have Comcast Internet, its very very over priced compared to the exact same package that Comcast offers just 30miles to the north of me. I'm barely getting 36/6 for about $70/month when I know a guy up that way that is getting 150/50 for the exact same price!! Now you tell me if that isn't something wrong or what!

He probably doesn't, but the rest of the 135,999 employees do...

They could easily clean up their image by being more subscriber focused, but that won't be happening anytime soon. They are making so much money kicking us in the teeth.

LogicalApex said,
He probably doesn't, but the rest of the 135,999 employees do...

They could easily clean up their image by being more subscriber focused, but that won't be happening anytime soon. They are making so much money kicking us in the teeth.

If the ship sinks, do you blame the crew or the captain?

Aergan said,

If the ship sinks, do you blame the crew or the captain?

Depends, did the Captain steer towards the iceberg, or did the crew screw up?

McKay said,

Depends, did the Captain steer towards the iceberg, or did the crew screw up?

In both of those cases, the Captain is ultimately responsible.

Senlis said,

In both of those cases, the Captain is ultimately responsible.

Depends, we take "Human Factors" courses at work every few years, which are essentally "how high can you shift the blame for your screwups". Things like, Did you screw up because you were tired? Were you tired because you were overworked? So you shift the blame onto your Sergeant, who managed the shifts. The Sgt could claim his section is undermanned and he had no choice, so he shifts the blame upwards onto the people who allocate manpower to the sections. But sometimes it's just your screwup.

McKay said,

Depends, we take "Human Factors" courses at work every few years, which are essentally "how high can you shift the blame for your screwups". Things like, Did you screw up because you were tired? Were you tired because you were overworked? So you shift the blame onto your Sergeant, who managed the shifts. The Sgt could claim his section is undermanned and he had no choice, so he shifts the blame upwards onto the people who allocate manpower to the sections. But sometimes it's just your screwup.

I disagree. A Captain is essentially the commander of a ship. This means, as I mentioned in the previous comment, he is ultimately responsible for everything that happens on his/her ship. If someone doesn't sleep well one night because he/she was playing video games, and screws up the next day causing an accident, the commander is responsible.