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Reputation for poor customer satisfaction
There have been many reported incidents with individual customers describing less than satisfying interactions with Comcast's customer services. These include situations with technicians falling asleep on the job,[15] customers having to spend hours on the phone to fix simple problems, and sending a bill addressed to "Bitch Dog" to a customer who had recently complained about her service.[16] On October 15, 2007, a 75-year old Comcast customer named Mona Shaw entered her local Comcast offices with a hammer and destroyed some office equipment before being arrested and fined for damages. Mrs. Shaw was angry and frustrated due to a previous encounter with Comcast customer service in which she and her husband wanted to speak with the manager and were forced to wait outside the offices for two hours before being informed that the manager had already gone home.[17][18] Comcast's customer service quality has prompted several individuals to create blogs and websites dedicated to informing the public of Comcast's service, including media columnist Bob Garfield's website, ComcastMustDie.com,,[19] ComcastSucks.org,,[20] Com Craptic.com, [21] and the online community, FuckComcast.com.[22]
In 2004 and 2007, the American Customer Satisfaction Index survey found that Comcast had the worst customer satisfaction rating of any company or government agency in the country, including the Internal Revenue Service.[23] Comcast's Customer Service Rating by the ACSI surveys indicate that the company's customer service has not improved since the surveys began in 2001. Analysis of the surveys states that "Comcast is one of the lowest scoring companies in ACSI. As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%." The ACSI analysis also addresses this contradiction, stating that "Such pricing power usually comes with some level of monopoly protection and most cable companies have little competition at the local level. This also means that a cable company can do well financially even though its customers are not particularly satisfied."[24][25]
