Live Blogging A Broadband Supplier
We inherited Comcast as a supplier from a company called Adelphia. I think either the father or son, one of the primary owners of Adelphia did some time for book cooking after selling out, but nonetheless, it’s been Comcast broadband (for land service) since. The service speed and reliability itself are good, but their home & small biz customer strategy, quite frankly is not.
I have had my television(s) off for one full week now in order to gain the inner strength necessary to go through with a switch in tv service provider. My issue, I have been cutting channels and features for years (it seems), yet the price just steadily continues to climb. Seems these chaps need to learn how to listen to customers a bit better. But let’s see if they let me quit first without a serious fight 
It’s ringing- -
Me: Hi, I’ve stopped watching television, and would like to cancel my tv service, but keep Comcast’s i-net service please…
CSR: OK, let me verify your address and account… “you decided you need to read a bit more???”
Me: “No, actually I wish I could read less, it seems that is all I do” … “haven’t watched tv in a week, so I figured I’d now have more time to brush my teeth more thoroughly”
CSR: OK sir, your new monthly amount will be $59.95, and you will be billed for this months usage of your service through today.
Me: Thank you, and what will be the total for the monthly invoice with taxes?
CSR: Oh, there is no taxes on i’net service. Your total will be just 59.95 per month plus 2.95 for the modem.
Me: So you mean about $63 bucks total per month, until your brilliant execs figure out how to raise the price without my noticing?
CSR: Ummmmm……
I thanked her for such courteous and efficient service, and wished her a fine day. Funny, but she answered the phone by announcing what a wonderful day she was having and asking me how mine had been. So all in all, a very good customer relationship building experience for both parties .
What the CSR’s brilliant execs may never know, is that I am already watching lots of television over the same broadband line which delivers my i-net traffic. Well, they probably know people are doing it, but they are horrible at segmenting their customer base into markets, and meeting the specific needs of those markets. I watched all the Wimbledon tennis I had time for in a window on my tv/monitor, and it cost about $12 bucks total that I can remember, delivered through an internet based service.
As I pay for more and more live tv type programming over the ‘net, the economics won’t look this lopsided. But considering that in 15 years (through many Adelphia’s being acquired by Comcast’s) fast, reliable, cable based broadband has gone up about 10 to 20 bucks per month. And it had settled around $50 for most of those years.
On the other hand, the total cost of cable television programming (for my case) hit about $120/mth before I gave up the movie channels. Just basic cable tv (and the Tennis Channel:-), was costing an extra $80/mth until today, when having survived a week without it, I quit cable tv. I’ll still be watching much of the same programming, just not sure from where or what it will cost yet. I’ve heard there is quality free HD programming for free. And the US Open plus College Kickoff Games are just around the corner, so looks like I’ll have more to report on my quest into tv via internet.
My rating for Comcast’s customer service today was excellent. My rating for their long term attention to my individual needs as a virtual office customer, not much better than abysmal.
