Comcast Rated #4 in Top 15 for Worst Customer Service

Business Insider – Jan. 8, 2013

Results from the latest American Customer Satisfaction Index – an independent national benchmark of customer satisfaction – show that Comcast television service earned the 4th lowest ranking for customer service among 15 major companies rated worst in the category.

A recent Business Insider report on the ACSI results noted that customer service ratings for Comcast’s cable business lagged behind its telephone services, though both received low marks in the survey. Business Insider previously had reported that Comcast lost 395,000 television subscribers from 2011 to 2012 – a drop that the article notes could be attributed to the availability of alternative streaming services, or to dissatisfaction.

Reader Poll Ranks Comcast #1 for Worst Customer Service

Lifehacker Blog – Oct. 21, 2012

Readers of the Lifehacker blog were asked recently to nominate companies that they deemed to be the very worst at customer service.

According to blog editor Alan Henry, hundreds of nominations were received, and Comcast earned the dubious #1 ranking. As Henry reported to his readers, “We don’t have enough words to describe how much you guys dislike Comcast.”

“Whether it's missed appointments, industry-trailing technical support and customer service, bandwidth caps, constant service outages, or generally inept reps who seem less interested in resolving problems than they are at getting you off the phone, you guys had your share of horror stories,” he continued.

Service and Equipment Rate Increases Help Boost Comcast Quarterly Profits

CED Magazine – May 1, 2013

Rate hikes for video services and customer upgrades to high-definition packages and digital video recorders fueled a 17 percent profit surge for Comcast in the first quarter of 2013, according to CED magazine.

Increased revenue was spurred by price increases for cable TV services, DVRs and digital transport adapters. Subscribers’ cable bills increased $3.40 monthly on average when compared with the same period last year.

Comcast also reported that its cable programming expenses rose by 8.5 percent in the first quarter. Vice chairman and chief financial officer Michael Angelakis said that he expects this trend of low double-digit increases to continue over the remainder of 2013.

The article noted that 60,000 Comcast cable TV subscribers dropped video services in the first quarter, an increase from 37,000 customer losses reported in the same period in 2012. Half of those losses were from households subscribing only to video services.

According to the CED report, Angelakis said that some of the loss of subscribers appears to be attributable to higher prices.

Comcast 2013 Rate Increases Affect 72 Percent of Its Customer Base

Comcast Q1, 2013 Earnings Report – May 1, 2013

Rate increases implemented by Comcast during the first quarter of 2013 affected nearly three-fourths of its customer base, according to a report given by Michael Angelakis, Comcast vice chairman and chief financial officer, during the company’s recent earnings call.

“During the quarter, we accelerated the timing of rate adjustments and implemented increases to 72 percent of our customer base, versus 62 percent in the first quarter of 2012. In addition, we implemented equipment price increases for digital transport adapters and high-definition DVRs to this larger base, which in combination negatively impacted our customer base during the quarter,” said Angelakis.

Say sooo long, cable snake.
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