This is from PC Magazine, dateline 7 January 2017.
Financial news site 24/7 Wall St. this week released a report identifying “12 companies hated by customers, employees, and the general public.” Their findings are based on consumer satisfaction surveys and worker reviews.
Comcast topped the list, boasting a “significantly worse” score than the Internet and subscription TV service industry averages, according to 24/7 Wall St. In J.D. Power’s rating of major wireline services, the firm received the worst scores in cost to consumer, performance, billing, and reliability.
Clients are understandably perturbed: The Federal Communications Commission in the fall fined Comcast for $2.3 million over allegations the cable company charged customers for services they never authorized.
My own experience:
- I’ve had upwards of 30 services visits, all for problems with Comcast connections outside my home
- I spent 23 hours one week with Comcast phone support trying to get a defective modem to work.
- On some cable TV channels, the top 20% of the screen is displayed upside down and backwards. Ever seen a basketball shot in the shape of a “W”?
Of course, raising tone-deafness to an art form, when you call in with a service problem, you get a recorded message about signing up for a pay-per-view event. (They may have corrected that recently, but it has been annoying for years. No, I’m not going to buy anything else from you if my basic service isn’t working.)
Decades after Deming, companies are supposed to know that
- It’s cheaper to sell to happy current customers than replace ones who leave
- Frequent repair calls is a drag on profits. Prevention is cheaper. Cutting corners is expensive.
Apparently, the executive suite at Comcast hasn’t read Deming. The folks at Verizon probably hope they never do.
I actually feel bad, because I know some good people (not executives) who work for Comcast. They get to cope with the mess the leaders create.