“Thanks Comcast” (and not in a good way)
Word of mouth. It can be such a powerful marketing tool. It can also be a PR disaster if your brand doesn’t fulfill it’s promises. When a guy can pull out a video camera and start filming your terrible customer service in action, post it on YouTube and watch it spread like wildfire… well… it’s time to do some serious work on your service offerings.
How could Comcast respond to this shot from their customer? A nice email apologizing might be nice. A commitment to improve it’s wait times. A month free internet service might help. But above all, a recognition that what they are currently doing isn’t working. A cable installer from the company put on hold while trying to activate a modem for an hour? 3 missed appointments? This is customer service at its most oxymoronic.
Comcast should take immediate steps to rectify or they will continue to see posts like this across the net and perhaps if they upset enough folks they’ll see a loss in business to satellite TV or a non-cable based ISP.
{Although, a quick browse through Flickr to find an appropriate photo for this post (I can’t embed video yet… working on it) and it seems they are already on a whole bunch of people’s s**t lists. Time to re-think the strategy guys.}
[H/T Church of the Customer Blog]
[photo credit: Mr. Bartlett on Flickr]
Technorati tags: Comcast
Thanks for blogging that one Tamera, it was exactly what I needed to round out a similar post I was working on.
Posted on 21-Jun-06 at 1:39 pm | Permalink
[...] A You Tube video of a Comcast repair guy falls asleep on the client’s couch (courtesty: (3i)) [...]
Posted on 21-Jun-06 at 1:40 pm | Permalink
Thanks Doug, I liked your take on CS, it’s amazing how such a crucial area is so often ignored by companys.
Posted on 23-Jun-06 at 1:19 pm | Permalink
I think its funny that everyone is ready to condem the big guy. My elderly mother has Comcast as a provider and could not be happier. They are kind and curtious and help whenever needed. What company or person out there does not make a mistake or 2. I am sure that this law student is on the way for great things but god willing he has a major messup in life to make him a little more humble about the world around him. Just remember we are all here together and for goodness sake ITS JUST CABLE!!!!
Posted on 02-Jul-06 at 2:24 am | Permalink
I don’t think comcast screws up ALL the time…and i don’t doubt there are happy customers…ITS THE WAY THEY DEAL WITH THE PROBLEMS THEY CREATED THAT is THE PROBLEM.
Plus, dont judge someone for complaining, when if you add your payments to comcast, you will realize if you have cable and internet and any premium channels or HD or DVR you are spending a good chunk on their services…why is it so wrong to expect what you pay for…????
Posted on 19-Jun-07 at 8:53 am | Permalink