Comcast Must Listen

October 12, 2007 - Leave a comment...

I can’t count the number of times I’ve wanted to video chat with my parents from 3,000 miles away only to have Comcast crap out on us. Not to mention the times where my connection suddenly drops in the middle of a Second Life concert.

It’s easy to gripe, though. It’s a bit more difficult (dare I say nuanced) to suggest what a good cable company looks like. That’s why Jeff Jarvis impresses me. Here’s a couple of gems:

  • I want my cable company to treat me with the respect it would give a business and issue me an SLA (service-level agreement) that guarantees me uptime, speed, and response time to problems on the internet, TV, and phones — with penalties if they fail. If a gas station can’t pump gas, I don’t pay them anyway. If a cable company can’t pump bandwidth, then I want my money back — plus. And if it’s mission-critical for me, it needs to be mission-critical for them.
  • The strategic cable company will start to think two-way and realize that many of its customers are creating, not just consuming. So give us the means to host our stuff.

Check out the ideal cable company here:
http://www.buzzmachine.com/2007/10/08/comcast-must-listen/

[tags]Matthew Ebel, Piano Rock, Jeff Jarvis, Comcast, cable, conversation, customer service[/tags]

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  • http://mikeshotdish.com Mike Wills

    Do you have the option of DSL? The only downtime I have had is due to the modem. It either required a reset or it had to be replaced once. I can count on one hand in the past 5 years how many times I had to touch it.

  • http://sirpsychosexy.net Michael Sorg

    I ended up dumping Comcast after a couple years of bad service. I’d be down for a week at a time and have to fight with someone on the phone to maybe get $5 off of my bill, if anything.

    I had service issues for one period, when the second service call arrived, they said I shouldn’t have even had the modem I had (that they gave me) when the previous tech came just a month or so before and replaced my modem with the same model.

    I’ve dumped both TV and internet from them, finally.