Comcast values fleeing customers, needs to better serve loyal ones
April 26, 2009 — Abigail Hamilton |
Comcast knows the value of its customers forking over $140 per month for a bundle of channels including many they don’t even want, and the ability to record, rewind, fast-forward, etc.
They also know how to save money! In my area, a single Walmart-embedded retail location that is only open on weekdays serves a quarter of a million people spread over 566 sq miles — with lots of inconvenient waterways.
Basically, I broke my remote control and the Comcast SD DVR cable box doesn’t have a manual control panel; so, no TV until a new remote can be had.
Comcast doesn’t publish a phone number on their site. Via live chat that only really became live chat after my topic was “not found,” Comcast offered to schedule an appointment for a technician to come by in 4 days. Or, I could spend 2 hours and gas money driving to the retail location tomorrow.
I figured this poor set of solutions was as good an excuse as any to cut the cord and go all-internet for TV, and said as much. I think the words were, “In that case, I’ll find a phone number for customer service and cancel service today. No more $140 per month for Comcast.”
Magic! Suddenly, a “higher department” was contacted and a technician is scheduled to come by in a few hours and to things right. Then the technician showed up in a half hour.
The bottom line: Comcast hasn’t upped their customer support/service to reflect the value of their no-longer taken-for-granted customers. But they are willing to bust a move when a customer threatens to bail.
They’d do better to support customers very, very well BEFORE they threaten to cut the cord.
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