CNET editor Dong Ngo shares his frustration and thoughts on Comcast's terrible customer service.
by Dong Ngo
If you wonder just how Comcast managed to top the list of the worst US companies, I think I have figured it out: The cable company just wants to shower you with apologies. Here's how I arrived at my conclusion.
I have always been a happy Comcast customer. Quite simply, because I don't need much help, as long as there's an Internet signal to my home I can usually take care of the rest. So I just pay my bill, I get fast Internet, and all is right with the world. Until a couple of days ago.
On April 21, in the morning, I realized I had no Internet or TV signal. Since this isn't the first time this has happened, I assumed there was some temporary outage in the area. By late afternoon, there was still no signal, so I called Comcast.
The first person I talked to, after apologizing for the "inconvenience", told me that he detected some sort of "signal leakage" on my line and that he saw a "special order" on my account but wouldn't elaborate on what that meant. After putting me on hold several times, he apologetically told me he couldn't fix what was wrong and forwarded me to another person who would "for sure fix the problem". The second person turned out to be a sale representative who was even more apologetic, and offered to forward me to the right person who would take care of me.
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