What do you get, when you take a poorly managed company with a poorly trained staff that uses outdated technology to maintain an antiquated infrastructure, AND, you shake up the management, train the staff, hire an educated field worker and give him the latest technology and send him out to maintain that same antiquated infrastructure? You get massive “FAIL”. And I believe that sums up Comcast (our cable company).
For 20 years, as a loyal, albeit somewhat captive customer of Comcast. (I use them for cable, internet, and phone. And by the way, there is absolutely no substitute for a good old fashioned land line, so whatever else you choose just isn’t as good … period.) I have watched them grow into a behemoth. A sluggish, lumbering, giant that just can’t seem to get out of its own way. This isn’t meant to criticize any single area of their operation. Scratch at the surface and you’ll see that the company has increased their service staff both at their phone banks and in the field, and once past the telephone gauntlet, their customer service personnel are genuinely pleasant and seem well trained (at least they are more adept than HP’s people). Beyond that, their field staff is well-trained, extremely personable, and seems bent on making things work. And even their sales people give it the old college try. No, they have amassed an army of diligent workers. Indeed, since the whole of Comcast is far less than the sum of its parts, this is a blanket condemnation of a company with systematic failures. Although they keep doing things over and over and over, they just can’t get anything done.
I submit: It is impossible to provide the level of service to the home or business as promised, as our governments negotiate for, and that the consumer is paying for, using infrastructure that is several decades old. It is analogous to expecting the bullet train to perform at 120 miles per hour while sending it down a track built as part of Roosevelt’s WPA program.
So why don’t they replace the tracks? …..… Can you say satellite!?! In fact, should you be saying satellite? Shouldn’t we all? Sooner or later we will.
Those who use satellite for TV or Internet know that it’s definitely no panacea. Someone passes wind in the next town and you lose reception. But that’s changing, and will continue to change as fast as technology and economics will allow. Since technology is already leaps and bounds ahead of what’s available to us right now, I’m guessing Comcast will jump on the satellite bandwagon when the economics and our threshold for pain as consumers bites them.
Until then, between industry greed and government complacency, stupidity and shortsightedness, the consumer will get continue getting screwed.