Comcast is one of the worst companies in the world when it comes to customer service. Stories of employees not listening to and acting on the needs of their customers have been in abundance over the past year. So it's no surprise that there's yet another story about bad Comcast service surfacing, only this one includes a phone call to the mother of the company's CEO.
Ronnie Polaneczky, a reporter for the Philadelphia Daily News, received word from a couple of readers that they had been waiting for six weeks for Comcast to come out hook up the cable and internet services they had ordered. After repeated installation cancelations by Comcast, the customers finally raised their voices to Ronnie, who was able to make a call to Suzanne Roberts, the 92-year old mother of Comcast's CEO Brian Roberts.
After voicing the issues of his readers, Suzanne relayed the message to her son Brian. The next day, these customers with long-standing issues were finally helped. While the end to the six-week blackout for internet and TV services was greatly appreciated, Comcast's constant customer service failures are simply unacceptable and may be leaving the door open for smaller TV and internet companies to grow and make a good impression on frustrated customers of Comcast.
Comcast can plan and roll out all of the speed boosts they want, but if the company wishes to ever join forces with Time Warner Cable and increase its reach within the United States, the company is going to have to make major changes in its customer service approach or the FCC may happily block the merger from ever happening.
Source: Philadelphia Daily News