Comcast makes excuses for low customer satisfaction ratings



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By Michael McCauley on Wednesday, May 7th, 2014

You can’t blame Comcast for trying.  Faced with low scores in the latest Consumer Reports survey of consumers about their experiences with pay-TV and Internet service providers, the company has tried to dismiss the ratings because Consumers Union opposes its merger with Time Warner Cable.

In an internal memo in late April to company employees, Comcast executive Kevin Casey wrote “It’s a reality that the bigger and more successful we are, the more we become a target for people and organizations with various special interests, sometimes unfairly…some of the more recent surveys were conducted by groups like Consumers Union, which has been actively lobbying against the merger from the start.”

Comcast is right about one thing:   Consumers Union, the advocacy division of Consumer Reports, has been doing all it can to mobilize opposition to this dangerous merger.  But the Consumer Reports customer satisfaction survey that rated both companies with low scores was conducted months before the two companies announced plans in February to merge.

Comcast’s low scores aren’t from us.  They’re from the over 80,000 consumers all across the country who responded to the Consumer Reports survey and gave Comcast and Time Warner Cable low marks for customer support and value for the money.  The two companies ranked near the very bottom among pay TV companies and had just mediocre ratings among Internet service providers.

These scores are consistent with the low ratings both Comcast and Time Warner Cable have earned in the Consumer Reports customer satisfaction surveys in previous years.  I suppose Comcast thinks we rigged those results too.  And never mind the fact that Comcast scores poorly on most other customer satisfaction surveys done by other organizations.

In his testimony last month before the Senate Judiciary Committee, Comcast executive vice president David Cohen acknowledged that the company has a bad reputation when it comes to customer service.  Cohen said, “It bothers us that we have so much trouble delivering high quality service on a regular basis.”  Something tells me it bothers Comcast’s customers a lot more.

Despite the poor reputation earned by both companies, we’re supposed to believe that the merger will make things better.  Consumers know better and that’s why so many of them oppose this mega merger.

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