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Comcast Tries, Fails to Mock Google Fiber

When you're literally the least-liked company in America with the worst customer service in any industry, it's probably not a very smart idea to throw stones from inside of your glass house. As we noted recently, Google Fiber recently ran into a hiccup during game one of the World Series. Google quickly apologized for the outage, reaching out to customers and offering them an automatic credit for two days of service on their next bill.

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Seeing an opportunity, Comcast apparently decided to slam Google's outage on the company's Facebook page. However, things didn't go quite as the cable giant had planned.

What Comcast hoped would be some dancing on the misfortune of a competitor quickly wound up with over 150 customers complaining about the company's treatment of customers. Comcast was already on the nation's bad side due to poor customer service, but the company's slow expansion of usage caps appears to have taken this to the next level.

That made it an inopportune time to mock other companies for their failings, especially when that company is offering higher quality service for less money. While Comcast has since deleted the post, BGR managed to snag a copy of the cable giant's PR face plant (click to enlarge):
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Most recommended from 47 comments



jseymour
join:2009-12-11
Waterford, MI

18 recommendations

jseymour

Member

Hahahahahahaha!

That's flippin' hilarious!

Been with Comcast Business HSI for about 3-4 years. Loved 'em for the first two or so. Then they started nickel-and-diming me to death. My bill is now way higher than it originally was, having out-paced the inflation rate by a factor of something like 4:1 or 5:1. Comscat's response: "We'll get it back down by putting you back on contract. Oh btw: The price is only guaranteed for the first year."

Some "contract."

I still haven't decided what to do about them.

Jim

camper
just visiting this planet
Premium Member
join:2010-03-21
Bethel, CT

17 recommendations

camper

Premium Member

Comcast and cable cards, need I say more?

 
I would really like to see Mr. Roberts buy a TiVo and try to get the cable card working properly.

I doubt if he will ever understand the cable-card-hell Comcast customers go through because he never has to talk with Comcast's service to activate ("pair") a cable card. He has people who do that for him.

This public relations debacle regarding google fiber just shows how isolated and out of touch Comcast's senior management are. They must live in an isolation bubble surrounded by people who tell them that customers love Comcast...
neufuse
join:2006-12-06
James Creek, PA

16 recommendations

neufuse

Member

ha..

Customer: My Google fiber is working great thanks!
Comcast: Please Private message me your account number so we can look into this issue, thanks!

battleop
join:2005-09-28
00000

13 recommendations

battleop

Member

The CSR responses are amusing...

I can't tell if the responses are from people that are that clueless or is it a bot that's half way decent at auto responding.
rradina
join:2000-08-08
Chesterfield, MO

11 recommendations

rradina

Member

Classic Corporate Red Tape

"Josh" explained his story of a month of delay that finally results in a Comcast technician showing up and telling him they cannot install. The response from Comcast is a classic "too big to fail" speak: "I apologize for all the issues Josh. If there is anything that I can do for you, please let me know. - Rafael"

Rafael, I think Josh explained the situation quite clearly. He wants to become a Comcast Internet subscriber. He's been trying for a month and is mired in Comcast red tape. Is there anything you can do for him? Seriously? Nothing at all comes to mind as to what you can do for him? How about solving his install problems so that when it works, he can watch a meter spin and pay overage fees? More fees might help Comcast pay for better customer service training!
tkdslr
join:2004-04-24
Pompano Beach, FL

1 edit

11 recommendations

tkdslr

Member

Smart move by Google,

by automatically crediting customers accounts.

Google eliminated most of the calls and hassles(time lost, inconvenience) by customers calling in for some compensation. I.E. They saved themselves a lot of extra work and Google CSR's time can be devoted towards solving real customer support issues.

This is the exact opposite of Comcast's service strategy , Comcast CSR's make solving even the littlest issue like pulling teeth/extra difficult.
Bob61571
join:2008-08-08
Washington, IL

10 recommendations

Bob61571

Member

Just had to add this, as it seemed appropriate to this

"Why do you look at the speck that is in your brother's eye, but do not notice the log that is in your own eye? "
(from Matthew 7:3)

C0deZer0
Oc'D To Rhythm And Police
Premium Member
join:2001-10-03
Tempe, AZ

8 recommendations

C0deZer0

Premium Member

Check out those robo-replies

What on earth was Comcast thinking?
Or maybe the better question is, WERE they thinking before trying to mock Google?
amungus
Premium Member
join:2004-11-26
America

5 recommendations

amungus

Premium Member

classic

Nearly every cable and wireless company has loads of gripes on their pages. Not too surprising. Trying to slam Google fiber, though. That's rich. Pure facepalm.

Though it was sad to hear about friends in KC being mad about the game that night, some at least had the option of good ol' rabbit ears since it was on a local Fox station (as opposed to FS1 or other "premium" type channel).

spewak
R.I.P Dadkins
Premium Member
join:2001-08-07
Elk Grove, CA

5 recommendations

spewak

Premium Member

ha, ha, ha!

What douchebags Comcast are! "Comcast, email me your account info and I will see if I can help increase your intelligence!"