Tuesday, October 21, 2014
Inquirer Daily News

'To understand Comcast's lousy reputation'

TheVerge tells what it's like working there

'To understand Comcast's lousy reputation'

The Comcast Center, which is Comcast Corporate headquarters, is seen in Philadelphia. (William Thomas Cain / Getty Images)
The Comcast Center, which is Comcast Corporate headquarters, is seen in Philadelphia. (William Thomas Cain / Getty Images)

Vox Media's TheVerge.com reporter Adrianne Jeffries writes that her publication "interviewed more than 150 current and former employees in an effort to understand Comcast’s lousy reputation. We heard the same stories over and over again: customer service has been replaced by an obsession with sales; technicians are understaffed while tech support is poorly trained; and the company is hobbled by internal fragmentation."

So TheVerge has published Comcast Confessions, extracts from dozens of interviews with mostly unnamed current and former Comcast customer service phone workers, installers and supervisors. They detail a sprawling, inconsistent, often outsourced "customer service" operation that pushes workers to sell and cut costs.

Comcast responds a bit in the third installment: "Comcast knows it has a problem with coordinating all its moving parts. D’Arcy Rudnay, Comcast’s chief communications officer, says the breaking point came in 2011. 'Everything was completely different geographically,' she says. 'It became impossible to deliver the customer experience that we wanted to.' The company has taken steps, but "we’re only in the first, second, or third inning of this," Rudnay added. "There are so many pieces of the infrastructure that need to be fixed."

Read the series:
1) July 28: http://mobile.theverge.com/2014/8/4/5960251/comcast-confessions-why-the-cable-guy-is-always-late

2) Aug. 4: http://www.theverge.com/2014/7/28/5936959/comcast-confessions-when-every-call-is-a-sales-call

3) Aug. 11 part 1: includes Comcast response: http://www.theverge.com/2014/8/11/5978481/comcast-confessions-there-is-no-one-comcast#story

More coverage
 
Man forces Comcast refund by recording call

Also: http://www.theverge.com/2014/8/11/5978481/comcast-confessions-there-is-no-one-comcast#confessions

And: http://www.theverge.com/2014/8/11/5991525/now-everyone-is-recording-their-nightmare-comcast-calls

Another Comcast Confessions installment at TheVerge.com is due next Monday, Aug. 18.

Joseph N. DiStefano
About this blog

PhillyDeals posts raw drafts and updates of Joseph N. DiStefano's columns and stories about Philly-area finance, investment, commercial real estate, tech, hiring and public spending, which he's been writing since 1989, mostly for the Philadelphia Inquirer.

DiStefano studied economics, history and a little engineering at Penn, taught writing at St. Joe's, and has written the book Comcasted, more than a thousand columns, and thousands of articles, and raised six children with his wife, who is a saint.

Reach Joseph N. at JoeD@phillynews.com or 215 854 5194.

Joseph N. DiStefano
Business Videos:
Also on Philly.com:
Stay Connected