How Comcast Lost Me As a Customer (and Why You Should Care)
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I pay AT&T way more than I should for simple home phone service. WAY more. Yes, it was worth it at one point in time, but there are just so many (often better) options these days at a fraction of the price.
So, since Comcast (NasdaqGS: CMCSA) has always performed very well for me for both TV and Internet for many, many years now (and because I’ve heard really good things about their phone service), I decided to look at them as a replacement.
How They Lost a Longtime Customer
Strike 1 – June 16
Obviously since I would be using all three of the services they provide, it probably made sense to go with one of their Triple Play bundles. Which one, though?
The “HD Starter Triple Play” includes “over 80 digital channels.” The next level up, “HD Plus Triple Play,” includes “over 150.” Wow! That’s a big difference! Let’s see what extra channels I get…
I click “See All Features.” Hmmm. Not there.
I click “Programming.” Hmmm. Not there either.
I spend 5 minutes searching the site and finally decide to enter Live Chat. How hard can it be to get a simple list of channels in each package?
Strike 2 – June 16
I enter Live Chat and am immediately greeted by a nice customer service rep. Things are looking up!
Ooops. Not for long.
First, there’s clearly a language barrier, but it’s not terrible. We can work through that.
Second, though, it quickly becomes apparent that she doesn’t know how to find which channels come in which package either. She leads me through several steps that all have dead ends.
Finally, she signs off with “Shane, I am not quite sure what comes with each packages Shane [sic].”
Shouldn’t this be one of the most basic pieces of information? Yet neither the website nor an actual customer service rep can tell me.
Strike 3 – June 16/17
Remembering a Twitter response that I got a few months ago, though, it hits me that there’s no doubt that @ComcastCares can answer an easy question like this! Here’s our full exchange:
Me: @comcastcares Why isn’t it easy to compare channel lineup in Triple Play Starter vs Triple Plus? Customer svc. rep can’t even find it. 7:47 PM Jun 16th
Me: @comcastcares “Shane, I am not quite sure what comes with each packages Shane.” 7:48 PM Jun 16th
ComcastCares: @ShanePike It should be on Comcast.com select programming > TV Lineup. If incorrect let us know! 9:17 PM Jun 16th
Me: @comcastcares There’s nothing on that page that tells me which channels are in the Triple Play Starter package and which are in the Plus. 7:58 AM Jun 17th
I got nothing after that.
Strike 4 – June 19
After two full days of waiting for a response, I decide to try the email address posted on @ComcastCares’ Twitter profile. I write:
The Triple Play Starter package includes “80 channels.” The Triple Play Plus package includes “150 channels.” Why is there nowhere that lists exactly which channels are included, though? 70 more channels is a huge difference. Even the customer service rep couldn’t help me. Here’s what she wrote in the online chat after much searching: “Shane, I am not quite sure what comes with each packages Shane.”
Thanks,
Shane
Here’s what I got back just an hour later:
Did you try the listing on Comcast.com. Just enter your address. Then select a package Type to view the channels.
https://www.comcast.com/Localization/Localize.ashx?Referer=%2fCustomers%2fClu%2fChannelLineup.ashx%3farea%3d0
Excellent response time, but yes, I had tried that. Apparently she hadn’t.
Strike 5 – June 22
Monday I write back to her to let her know that there’s nothing labeled “Triple Play” on that page and send her a list of what is listed. Maybe if she’s just picking from a list…
Here’s what I get back:
The triple play includes digital starter. if I’m not mistaken. On your statement there should be a section that list what tv service is included in your specific package.
Okay. Number one, shouldn’t you have checked first? And number two, I know what channels I currently get. That’s not what I’m looking for.
Strike 6 – June 22
I start to get a little more assertive:
I don’t have the Triple Play currently; I’m looking into getting it. It’s baffling to me why I can’t see a simple list of what 70 additional channels are in Triple Play Plus vs. Triple Play Starter.
Here’s what she sends (again, very promptly):
I will try to locate a listing for you and forward it to you by no later than tomorrow afternoon. Is that okay? Can you send me your full address?
She definitely gets big points for diligently (and quickly) trying to answer this question, but are things so screwed up at Comcast that she would have to mail me a channel listing?
Hit! – June 22
In the midst of that email thread, another customer service representative jumps in:
Most triple plays come with Digital Starter, but you can upgrade to any of the other cable packages. Starter is the Digital Starter below and Plus is the Digital Preferred Plus.
Let us know if you have any further questions.
See! That wasn’t hard! Simple question. Simple answer!
But why did it take 4 days and 4 different customer service reps to answer it?
Still, I have my answer so I place my order the next day for Triple Play Plus. Installation on the 29th. Just 6 days away! Perfect.
Little did I know the worst was yet to come…
Strike 7 – June 26
It’s 3:45 on Friday afternoon — just 75 business minutes from my 8 am Monday install time — and I get this voicemail from Comcast:
AT&T wants to know if you want to keep your second number. Call us back at 404-266-2278 and let us know. Your installation has been rescheduled for July 9.
What the WHAT?! You’re supposed to be here first thing Monday morning and you call at the last minute to let me know you won’t be?!
Strike 8 – June 26
No, I didn’t want to keep my second number. If I did, I would have listed it on the form. You’re going to go ahead and cancel my appointment before you confirm that?!
Strike 9 – June 26
And the soonest you have is two more weeks away?!
Strike 10 – June 26
I call back within 90 seconds to tell her, “No! Don’t cancel!” But did she give me a number where I could actually reach her? No.
Well did she at least give me a number where I could reach the people who rescheduled my appointment? No.
Instead, all I get is the main Comcast number and I have to figure out who can help me best since none of the options have anything to do with installation.
Strike 11 – June 26
I finally find my way to someone who lets me know that “It’s a great day at Comcast!!”
I’m glad it’s a great day somewhere, I guess.
He’s no help, though. Even though they apparently just canceled my appointment, somehow that appointment is no longer available. The soonest one is July 2.
“Is there nothing that I can do?”
“Hold on a second and let me check…”
On-hold music…
On-hold music…
On-hold music…
On-hold music…
I hang up because everyone is waiting in the car on me and I can’t wait any longer. I’m sure hoping he gets this resolved and they show up Monday like they were supposed to.
Strike 12 – June 29
They didn’t.
Strike 13 – June 29
I jump back into Live Chat and make it clear to the nice customer service person (without being ugly) that I am Not Happy and that I might very soon be a Former Comcast Customer if they can’t get me on the schedule for the next day.
She “does understand me” but she “tried checking the soonest schedule and this is the soonest so far.”
I respond: I would suggest you get me to a supervisor who *can* help, or I may very soon be a former Comcast customer.
She replies: I understand, Shane. However, just to set your expectations, the supervisor will tell you the same thing as there is no sooner schedule.
I leave her with: There is always a way to get someone here sooner. It’s just not a high enough priority for you to retain a customer.
Why You Should Care
Why should you care about this if you’re not Comcast? Three reasons.
First, acquiring a customer is very difficult and very expensive. It’s way easier to keep a customer than to win a new customer to replace them. The people doing customer service for your business should understand that, be able to identify when you’re on the verge of losing one, and know what to do to keep it from happening. If you don’t, you could spend all your time getting people in the front door only to see them walk right out the back.
Second, there are all sorts of businesses where the vast majority of customers are unhappy with every business in it. You’re always looking for a competitive edge, and that’s it! Make your customers happy! If you don’t know how, just read Mark’s blog. This is a huge advantage!
Finally, guess what happy customers do. They tell people! Lots of people! Especially these days. When people have a good experience, they tell people about it. If Comcast fixed some of these customer service problems, they might not even need Shaq and Ben Stein. We’d all tell our Dish and DirecTV friends how crazy they are for not “Ditching the Dish.”
But look what we’re doing instead…
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phil
June 29, 2009
at 4:22 pm
WOW, You Rock for posting this.
I’m so sick of people who can’t solve any problems. Its all in the name of systemizing the huge companies.
Way to go!
Mark Riffey
June 29, 2009
at 5:22 pm
Shane,
What a mess. And what a great lesson for small businesses who wonder “Why should I have a website? I dont have anything to put on it.”
Thanks for calling me out, Ill do my best to live up to the challenge:)
Mark
Mark
June 30, 2009
at 10:59 am
Shane, I love ya but using Cantcast for POTS is nuts. I now question your manhood.
Kim
June 30, 2009
at 3:07 pm
That is unbelievable! My only problem with Comcast was when my internet service was going out repeatedly (and I LIVE on this computer) and they kept sending out guys who could never find a problem…
Until one of them noted that they were upgrading the entire upper section of my city, and that is why the service was in and out! I was thisclose to going DSL on them.
Then again, I didn’t try to get any details on the service. I just said “I want HD for the new TV and make sure I get the SPEED channel! LOL!
No problem!
jim
June 30, 2009
at 4:48 pm
Sadly, all internet/cable providers are like this. Comcast had a monopoly in my area for the longest time and their service was atrocious. Finally Verizon came into the area to give them some competition. The Verizon service was superior but even they had hiccups. On the install, the tech was late and I threatened to cancel the whole contract if he didn’t show up that day (I took a vacation day to wait for him/her)!
When they heard I was going to cancel, they showed up within an hour. In all fairness, the tech was great, it wasn’t her fault that she was so solidly booked, and it was dispatch that was to blame. Ultimately though, cable companies all do this…
Is Comcast the new verb for ‘poor customer service’? | swansonager - what is matt up to?
July 1, 2009
at 5:16 am
[...] for my friend Shane, it was 13 strikes (or steps) to how Comcast can lose a customer…Shane makes some awesome points on customer service and how not to do it. Also, take a read [...]
Shane 0, Comcast 0. No one wins when you offer loser customer service | Business is Personal
July 22, 2009
at 10:29 am
[...] mosey over to AskShane and read about his experience with Comcast. Then come back so we can discuss how this applies to your [...]
new jersey
July 31, 2009
at 4:13 am
Shane,
In all actuality, everything turned out quite well for you. My husband and I purchased Cantcast’s triple play a year ago. The price for digital phone, cable and DSL was 99$ per month. For the FIRST year.
After that ‘trial,’ period, the price JUMPpppped. And I mean JUMPED. They are now charging us 190# for the same 3 services. The thing of it is, they WILL NOT LET US CANCEL. They claim the service is in my dad’s name (though why MY name shows up called ID, is something to think about…)… but they will not let me cancel this ridiculous service because they are insisting MY DAD has to sign the papers to cancel the account. My dad, so you all know, has had a massive stroke and can not only write but can barely SPEAK. I explained that to the heartless folks at Cantcast and they didn’t seem to care. Or understand.
My mom suggested just not paying the bill until they CANCEL us. That’s ok, but dad is a huge phillies fan and he’d be terribly lost without them *every* day.. he’s bedridden and that’s the one thing he looks forward to.
Any ideas who else might have Comcast Sports Net?
Let me know. I will check back.
And Shane, hope all has worked out for you!
Cathy
new jersey
July 31, 2009
at 4:19 am
hey ps…
some more food for thought that I forgot to mention…
When they told me I couldn’t cancel the service because my dad had to approve it… I asked, “well then, why was “I” able to get it in the FIRST PLACE???”
Long silence.
Then the reply was, “Well whoever hooked you up with the service has been fired.”
Hmmm. How could she possibly KNOW THAT? I never said who the guy was.
If any of you are considering ordering Cantcast’s Triple Play, and is three strikes and THEY’RE out.. DON’T DO IT.
You will lose all around!
Cathy
Daniel
December 9, 2009
at 11:41 am
Shane, this all sounds SO familiar. I just had the same problem when I called to find out if changing over to triple play HD starter would be of benefit…but, I needed to know what channels were included. I got exactly the same run around. No one could supply any information on the different levels. I can’t believe there is no ability to compare the services so you know what you’re getting.
Sam Fernandes
May 3, 2010
at 3:06 pm
I almost switched to Comcast until I read this post. Good article.
Make Money with Free TV » Ask Shane.org
January 18, 2011
at 11:32 am
[...] who pay for TV are notoriously unhappy with the service they receive. Whether it’s Comcast, DirecTV or Dish Network, it’s easy to find someone who has had an experience that just makes [...]
Brian
February 9, 2011
at 11:33 am
Just got off of the phone with them for the THIRD time chasing a credit they owed me for a month of a horrible DVR box which didn’t work. Here’s my heroic story:
It took me an hour to convince them that since I had driven an hour to get my new box I had done my part to ensure my cable service and get them to wave the $10 fee to ship me a new one (not to mention the time it took to convince them to send me a BRAND NEW DVR).
An hour for $10 dollars? Thank God I had the day off. Then, they didn’t send it, so, two weeks later, so as to give them plenty of time, I call them, ranting and raving, they promise to overnight me a new box (which they did) and credit my bill a month.
This credit has taken me 6 hours of online chatting spread out over several chats and today a phone call where they only credited me for half a month (they claim when bundling half of your bill is cable and half is internet, I’m call bull#$%#).
So, the third person just assured me I have the credit and it will show up on my bill in 2-3 days. Can’t wait to call them again on Friday when it doesn’t show up. Unfortunately, I’m stuck with them due to circumstances beyond my control or I’d have been gone a long time ago.
david
May 18, 2011
at 3:40 am
Great blog post. I had a similar situation to yours, and got the same response. I signed up awhile back under a bundle pack and it expired a month or so ago, at which time my bill went from 70 to 160$. While I can afford that, it seems a rather extreme amount to pay just to watch tv and surf the web. I looked around the site for about half an hour trying to figure out what my options were, and having found absolutely nothing listing actual prices or what you really get with them, i too sought a Live chat. We started on my internet package, which it turned out was the 75$ a month 20mps BLAST package, which is way more than i need, and the rep helpfully dropped it by 30 dollars to 45 a month for the 12mps package. That seems reasonable.
I then asked the opposite of what you had asked, not what do i get with the bundle, but what am i getting in my current package that i wouldn’t be getting in the starter package. The live agent directed me to the channel list you mention, which can only be viewed one package at a time, and gives a list of about 400 various channels including the 320 or so nonsense ones. i do not have a photographic memory, and after checking for the 10 or so channels i watch most often and finding them in both packages, I ask the rep again what the difference between the packages are. The rep responds “starter has 80 channels plus music etc, preferred has 100 plus music etc. I again ask if there is any sort of a list of these channels, and the rep redirects me to the same list as before.
It seems i might not have made it clear, so i ask again.
“I currently spend 80$ a month on tv, and the next package is quite a bit cheaper. I am willing to spend the extra money every single month even if just one of the channels i like to watch isnt included in the smaller package. I just want a list of the 20 channels i get additionally for the extra money.”
the rep response:
“with digital preferred you are just getting a larger number of channels. Thats it!”
So i thanked the rep and had them drop me to the lower package.
I didnt get the run around like you did, but comcast would likely have been able to keep me paying the big bucks if they made it possible to see the benefit of the higher package. There has to be a benefit damnit, its like 20$ more per month. That said, i havent found any dealbreakers so far, but then again its hard to miss what you dont know whether or not you have or had. Seems a dumb way of doing business, but then again when you dont have any competitors (cant get satellite) I guess you can do whatever you want.
Shane
May 18, 2011
at 9:34 am
What amazes me even more is that they still haven’t fixed it.
I will say, though, that I always get phenomenal service from my local Comcast number. Doesn’t make up for not being able to serve myself by just looking at the website, but at least it’s something.
Todd
September 14, 2011
at 6:18 pm
The channel listings per package isn’t too hard to find.
https://www.comcast.com/Customers/Clu/ChannelLineupPopup.ashx
However, all the channels listed are not there and there is no simple way to see only the additional channels you get for a higher package.
Comcast is expensive compared to satellite companies. They only retain my business for convenience right now.
Oh, and the person who complained about intermittent service outages. It has happened on several occasions with me (I have had comcast for years.) They try and blame it on, modems, wiring in the house, and anything else they can think of besides the actual problem. Every time in the past the problem has magically fixed itself a month or 2 later. I have deduced by pissing all the information together that it is over expansion of their network without insuring the appropriate infrastructure is in place to handle additional loads. In other words, weak signal.
Oh, Oh, and not to mention the first HD program I recorded last night had a screwed up signal through most of it. Large pixilation and skipping. So much for hard wires being better than dishes that can be blocked. Again, weak signal. Apparently they haven’t fully improved the problem in my area, and I doubt they will. They’ll do just enough. It’s the capitalist way.
Shane
September 15, 2011
at 10:28 am
There’s still no way to easily compare channels between the various packages. Maybe that link shows you something different than it shows us in my area, though.
Similarly, Comcast is much cheaper than the satellite companies in my area. The first year on satellite is cheaper, but they require a two-year contract and that second year the price jumps significantly. You don’t realize that unless you read the fine print.