GNG News Guy
05-29-2008, 04:19 PM
http://i.dslr.net/urls/90/13090.gif (http://www.dslreports.com/shownews/Comcasts-Poor-Customer-Service-Is-The-Medias-Fault-94840)
Fresh off their lowest score ever (http://thegng.org/shownews/94611) in the American Consumer Satisfaction Index for customer satisfaction, Comcast comes in second place (only behind the perpetually imploding AOL) in MSN Money's customer service hall of shame (http://articles.moneycentral.msn.com/SmartSpending/ConsumerActionGuide/TheCustomerServiceHallOfShame.aspx). Sprint, Qwest, Time Warner Cable and Cox also make appearances on the websites least of the ten worst companies in terms of customer satisfaction. The lagging economy has seen a spike in poor service as companies "start to cut the wrong things," according to one analyst.
Most of the companies on the list, all of which offer comment, blame poor scores on their size, the media, or renegade lemurs. Unfair media coverage and size is often cited as an excuse for Comcast, though equally mammoth companies like AT&T don't seem to have the same problems. Still, Comcast insists the media clouds the public's otherwise wholesome perception of the cable giant:"I think we're the victim of our own success, in the sense that we're growing so rapidly," he said. "We're playing catch-up in the customer-service front." Without mentioning particular incidents, Germano raised the idea that isolated events that blow up into media storms can cloud people's perception of a company.
Like when oh, grandmothers go crazy due to poor service and bust up the local Comcast office (http://thegng.org/shownews/88577) with hammers. Or when they use seat fillers (http://thegng.org/shownews/Did-Comcast-Hire-Public-Standins-For-Neutrality-Hearing-92178) at public hearings. Or when they lie (http://thegng.org/shownews/86816) about throttling upstream p2p traffic. Or when their technicians fall asleep (http://thegng.org/shownews/75727), kill (http://thegng.org/shownews/82096), dig in the wrong yard (http://thegng.org/shownews/80151) or blow up laptops (http://thegng.org/shownews/80368), dishwashers (http://thegng.org/shownews/78439) or old people (http://thegng.org/shownews/79994).
That said, Comcast says they're trying hard to address customer complaints. The company has hired some 15,000 support reps, increasing their support staff by 30%. They also say they're improving their technician diagnostic tools, investing in more staff training, creating a more unified outage credit system, and "continually soliciting feedback from customers, employees and outside consultants." There's plenty of that for free in our forums (http://thegng.org/forum/comcast).
To do my part, in the future I'll only write about Comcast when they're either a) saving puppies; b) saving the universe from befouled demons of the nether-verse; or c) saving even cuter puppies.
Fresh off their lowest score ever (http://thegng.org/shownews/94611) in the American Consumer Satisfaction Index for customer satisfaction, Comcast comes in second place (only behind the perpetually imploding AOL) in MSN Money's customer service hall of shame (http://articles.moneycentral.msn.com/SmartSpending/ConsumerActionGuide/TheCustomerServiceHallOfShame.aspx). Sprint, Qwest, Time Warner Cable and Cox also make appearances on the websites least of the ten worst companies in terms of customer satisfaction. The lagging economy has seen a spike in poor service as companies "start to cut the wrong things," according to one analyst.
Most of the companies on the list, all of which offer comment, blame poor scores on their size, the media, or renegade lemurs. Unfair media coverage and size is often cited as an excuse for Comcast, though equally mammoth companies like AT&T don't seem to have the same problems. Still, Comcast insists the media clouds the public's otherwise wholesome perception of the cable giant:"I think we're the victim of our own success, in the sense that we're growing so rapidly," he said. "We're playing catch-up in the customer-service front." Without mentioning particular incidents, Germano raised the idea that isolated events that blow up into media storms can cloud people's perception of a company.
Like when oh, grandmothers go crazy due to poor service and bust up the local Comcast office (http://thegng.org/shownews/88577) with hammers. Or when they use seat fillers (http://thegng.org/shownews/Did-Comcast-Hire-Public-Standins-For-Neutrality-Hearing-92178) at public hearings. Or when they lie (http://thegng.org/shownews/86816) about throttling upstream p2p traffic. Or when their technicians fall asleep (http://thegng.org/shownews/75727), kill (http://thegng.org/shownews/82096), dig in the wrong yard (http://thegng.org/shownews/80151) or blow up laptops (http://thegng.org/shownews/80368), dishwashers (http://thegng.org/shownews/78439) or old people (http://thegng.org/shownews/79994).
That said, Comcast says they're trying hard to address customer complaints. The company has hired some 15,000 support reps, increasing their support staff by 30%. They also say they're improving their technician diagnostic tools, investing in more staff training, creating a more unified outage credit system, and "continually soliciting feedback from customers, employees and outside consultants." There's plenty of that for free in our forums (http://thegng.org/forum/comcast).
To do my part, in the future I'll only write about Comcast when they're either a) saving puppies; b) saving the universe from befouled demons of the nether-verse; or c) saving even cuter puppies.