Comments on: Can broadband do right by customers?

Cable operators and phone companies aren't just duking it out over speeds. Now they're trying to win customers over with great customer care.

[euspos]

I have to hand it to comcast. Their service ihn our area (Seattle's Eastside) is top notch, maybe not blazing speeds but very, very reliable (my Vonage service depends on it).

But what drives me nuts about comcast is these neverending "promotions" where new customers are offered incredible deals for up to 12 months - and sometimes longer.
What about us, your faithful customers? Do we need to LEAVE, jump to FiOS and come back in order to get these nicer rates? Comcast, get real. Custoemr acquisition is VERY expensive. It'd quickly pay-off by taking GOOD (financial) care about your existing customers. If we are happy with your service AND pricing, we'll make sure you get the new customers. Still waiting to see a decent reduction in my rates - instead of only hearing that "you sir had the incentives when you signed up for service" (back in 2000...). NOt really great care form "care"....

[chronic352]

Good customer service for Comcast is just a gimmick and a short term one at that. I will say that customer service is spotty and at times it has been really good but more often than not it is awful! They are very arrogant and don't seem to care what they do to their "customers"!!

[AnthonyGrimm]

All I as a customer wants is accountability when it comes for services I pay for. I don't seem to be getting that from Comcast so they shouldn't be surprised when others like myself lash out by attacking their first and most important line of defense. They have made a lot of mistakes, like most any business, but they continue to simply ignore the problem instead of taking care of the customers that actually give them money. It was all too clear to me when I stopped dealing with them completely and signed on with Cavalier. Great prices and better customer service has a way of making you wonder why you didn't do it sooner. Hopefully Comcast is taking notes.

[AnthonyGrimm]

All I as a customer wants is accountability when it comes for services I pay for. I don't seem to be getting that from Comcast so they shouldn't be surprised when others like myself lash out by attacking their first and most important line of defense. They have made a lot of mistakes, like most any business, but they continue to simply ignore the problem instead of taking care of the customers that actually give them money. It was all too clear to me when I stopped dealing with them completely and signed on with Cavalier. Great prices and better customer service has a way of making you wonder why you didn't do it sooner. Hopefully Comcast is taking notes.

[jhacker]

I was very dissatisfied with AT&T. Last October I dropped them after having used them for 17 years. I had telephone, DSL, and Dish Network service through AT&T. I was having technical issues with all three of them. Every time they'd come to fix these problems, they'd try to charge me even though the problems weren't my fault. There were constant billing issues and discounts that they would conveniently not apply to my account. When I called, AT&T would kindly tell me to pay the bogus charges and wait for the credit. I wondered if they were out of their mind!!

Finally I was so fed up with their poor service and billing problems, I switched to our little cable company called Insight. Knowing Comcast was going to gobble them up, I suspected the worst customer service and the same billing problems. Well, I have had some issues with them but they've been resolved. I do realize Comcast has the worst reputation with customer service. I find it hard to believe that my experience with Comcast will be as bad as AT&T.

Personally, I think all these companies have become too big for their britches. As they become bigger, they care less about satisfying the individual customer. I long for the old days when most companies were small enough that a loss of customer's business actually meant something to them. Unfortunately, that's not happening.

[gysgtusmc74]

Guess I will buck the tide by saying comcast has been just fine for me. Downtime is so rare that you cant remember when it was down the last time. They took over Adelphia a couple of years ago and my speeds quadrupled over what I was getting. Dont subscribe to cable tv because no cable company can beat the great signals I get from my dish. But as far as their internet service I give it a 10.

[benjaminstraight]

Time for the market to put the cable/phone companies in check and bring back customer service FINALLY.