As comcast grows, service problems dog customers
[2008-7-25]
Tag : Telephone Outlet
Kenneth Bayes's request to Comcast was routine. He was moving his family from Fairfax to a new townhouse in Haymarket and wanted to transfer his bundled television, Internet and phone services.
A specialist for customers moving to new homes took the order and said all systems were go and everything would be up and running the day after his move in April. After five weeks, 20 calls, a day off work and three visits that ended without any idea why Bayes couldn't get service, Comcast found the solution to this head-scratcher of a problem: The company hadn't run cable lines to Bayes's house.
Comcast, the nation's largest cable operator, has enjoyed explosive growth in recent years as households clamor for broadband Internet and high-definition television that will allow them to exchange family videos over the Web, talk via instant message and order movies on demand. Even with the housing downturn, Comcast's revenue last year rose 24 percent, to $30.9 billion, and it had 24.7 million cable subscribers.
That growth has come at a price for customers, public interest groups say. As the company races to add subscribers, many of whom pay more than $100 a month to use phone, Internet, wireless and video services, Comcast has not focused on funding and fixing problems with its customer service, the critics say. "They bit off more than they could chew, and the victims of their overweening ambition is us," said Bob Garfield, a radio host and creator of Web site ComcastMustDie.com, one of several sites created in recent years as an outlet for customer complaints of all kinds.
Kenneth Bayes's request to Comcast was routine. He was moving his family from Fairfax to a new townhouse in Haymarket and wanted to transfer his bundled television, Internet and phone services.
A specialist for customers moving to new homes took the order and said all systems were go and everything would be up and running the day after his move in April. After five weeks, 20 calls, a day off work and three visits that ended without any idea why Bayes couldn't get service, Comcast found the solution to this head-scratcher of a problem: The company hadn't run cable lines to Bayes's house.
Comcast, the nation's largest cable operator, has enjoyed explosive growth in recent years as households clamor for broadband Internet and high-definition television that will allow them to exchange family videos over the Web, talk via instant message and order movies on demand. Even with the housing downturn, Comcast's revenue last year rose 24 percent, to $30.9 billion, and it had 24.7 million cable subscribers.
That growth has come at a price for customers, public interest groups say. As the company races to add subscribers, many of whom pay more than $100 a month to use phone, Internet, wireless and video services, Comcast has not focused on funding and fixing problems with its customer service, the critics say. "They bit off more than they could chew, and the victims of their overweening ambition is us," said Bob Garfield, a radio host and creator of Web site ComcastMustDie.com, one of several sites created in recent years as an outlet for customer complaints of all kinds.
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