A Response to Tom Karinshak, Senior VP, Customer Experience

Here is Tom's Message: "Hello I’m Tom Karinshak, Senior Vice President of Customer Experience at Comcast. The Best Customer Experience, that’s what we strive for every day. As a company, our job is to make sure every interaction you have with us is a special one. We know your time is important. We know you want answers to your questions quickly and you want issues resolved the first time. We heard you. We are listening. And it’s all about you."

Hi Tom, from my perspective you missed the mark.

Customer Service Horror Stories

My Position

My wife and I have been Comcast customers for over 15 years. Prior to moving to Nashville, TN from Denver, CO we had a few bad experiences with Comcast customer service; however, they all pale in comparison to our experiences trying to move our service from Denver to Nashville. Our experiences of late lead us to conclude that: 1) Comcast is not interested in a good customer experience; and 2) Comcast is very good at making sure their bills go through and they collect your money, even if your service is not up and running. I guess that is what helped make Mr. Roberts a Billionaire again.

An American Customer Service Horror Story

This is a story that is not for the faint of heart. It is an adventure into the customer services department of Comcast: an adventure that seems to have no end. During our journey you will experience missed commitments, long hold times, terrible phone systems that cut you off during transfers, lack of available supervisors, and futile attempts to pierce the shield known as Tier I support. Meanwhile, Comcast collects money and creates a billing mess that will take the skill of a forensic CPA to unwind.

Comcast Does Not Care

A Few Words From Comcast's CEO

It is important to review two promises made by Comcast and Comcast's CEO, Brian L. Roberts. First, Mr. Roberts said, " We have to be the best service provider or in the end, this company won't be what I want it to be." Second, on the Comcast website they promise that when you move you can "Get connected before you're even unpacked!" (Source: http://www.comcast.com/move-transfer.html). Additionally, in an August 2013 article, Forbes Magazine noted that the "Broadband Behemoth Comcast Makes CEO Brian Roberts a Billionaire Again." (Source: http://www.forbes.com/sites/briansolomon/2013/08/07/broadband-behemoth-comcast-makes-ceo-brian-roberts-a-billionaire-again).