Comcast: Consumer complaints 'a kick in the butt'

WASHINGTON – Comcast Executive Vice President David L. Cohen conceded that customer service is an area where “we are having issues” but said the cable giant is committed to improving after receiving “a kick in the butt” from critics.

Cohen was responding to a question from Sen. Chris Coons (D., Del.), who said that “more than not” customers have contacted him “with concerns about price and customer service.”

“We are laser focused on trying to improve the customer experience,” Cohen said at a Senate Judiciary Committee hearing Wednesday morning.

He acknowledged poor consumer ratings in the past, but said that in recent years Comcast has improved in those reports more than any other company in the industry.

Cohen said the criticism, including from those like Sen. Al Franken (D., Minn.) “is a good way to focus us.”

“Sometimes we need a kick in the butt to focus us on things that are important,” Cohen said.

Previous posts on the Wednesday Senate hearing are here.

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