Saturday, August 17, 2019

COMCAST CABLE VOWS TO REFORM

September 29, 2014 by · Leave a Comment 

With the voices of Comcast Cable subscribers rising in near revolt over the company’s notoriously slow installation and repair services and intimidating phone representatives, the company said on Friday that it is making changes in its executive ranks, including giving a veteran Comcast exec, Charlie Herrin, the title of senior vice president for customer experience. In a statement posted on its blog Comcast chief Neil Smit appeared to acknowledge the company’s failings. (It recently ranked last in a customer-satisfaction poll.) "While we’ve made progress, we need to do a better job to make sure those interactions are excellent … from the moment a customer orders a new service, to the installation, to the way we communicate with them, to how we respond to any issues," Smit said. His announcement came as the company awaits a decision from regulators over its plan to take over Time Warner Cable.