| Devil's Advocate, sort of.. Rather than specifically defend Comcast, I'd prefer to generalize. Having worked in a call center support environment for over 10 years as both a front line rep and a supervisor, I can vouch for the fact that there are many times where minor incidents get blown way out of proportion by customers. This gets exponentially worse when those few isolated incidents are seized upon by the media. Customers in general expect 100% uptime and rarely can fathom when something on their computer or something out of an ISP's control like a construction team cutting a fiber-optic cable causes an interruption in their service. Also those very few who have had the worst issues tend to tell anyone who will listen whereas happy customers generally don't spread their positive experiences at nearly the same level. Given this reality, it can be very hard for any company to overcome perceived overall negative service quality. |
 KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK
 ·AT&T DSL Service
| reply to ph03n1x
You are 100% correct--- however all companies that deal with the public deal with this.
So, if Comcast is rated at the bottom, that means they handle it poorly, or have worse customer service then average.
It's certainly true that people are quick to complain and gripe and try and get something for free, and quiet as mice when all goes well.
Having said that, the more silence you hear = the better job you're doing on customer support. Some people are simply not satisfiable, but every company has those...
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) |
