Comcast Wants a Brand of Excellent Customer Service but Can’t Deliver
Every company knows if they can’t keep their customers happy than their business is in trouble. Comcast is one company that is working overtime to create a brand that customers can trust. There is a constant stream of commercials talking about changes at the company, including, creating the name Xfinity. The new name can give them a fresh start from the mistakes done under the name Comcast.
But no matter how much money you spend on creating this brand, it doesn’t matter if you haven’t set up your company and staff to carry out your mission. Telling your consumer that you are reliable and creating songs that tout your shows are “On Demand and not On Delay” don’t matter if this isn’t what the consumer experiences.
I have complained to Comcast about the lack of consistency. They have an On Demand channel so you can watch shows when it convenient for your schedule. The problem is that they tell you the shows are available 24 hours after they air but it’s not the case for many of the shows.
The worst offenders are the NBC and Bravo channel. Their shows can take anywhere from a day to a week to update. Also Comcast has recently pulled shows off of the On Demand option that had previously been available and it’s done without notice. One example was this week Top Chef was taken away without any explanation.
I have gone to their customer service sites in the past and gotten no results. This time I decided to try social media and post on their Facebook and Twitter pages letting them know what happened and asking why. Amazingly the company that wants my trust didn’t respond. In fact the only response I got was from Verizon who reached out to me to try their Fios television option.
If Comcast is spending this much money to reinvent and rename their brand to Xfinity but continues to offer inferior customer service, than I hope they have another name lined up when they have to move on from the Xfinity brand.