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In the MSN Money-Zogby poll, Comcast's customer service was rated "poor" by 30% of respondents who had an opinion.
Comcast said in a statement that it has more than 260 million interactions with its customers every year, and that it proactively reaches out to 15,000 customers a month seeking feedback to improve its customer service.
Comcast said it plans to hire more than 6,000 customer-service agents and technicians, build eight new call centers and add seating capacity to its 11 existing centers over the next year. "Comcast is committed to improving our customers' experience with us," the company said.
Not all of its users have a poor opinion of Comcast's service. Of those that had an opinion, 33% rated it "fair," 28% "good" and 10% "excellent."
- Talk back: How has Comcast treated you?
Comcast provides cable service to 23 million U.S. homes, Internet service to 11 million and phone service to 2.4 million. Any company that has the power to take away your access to the Internet and cable TV is in a prime spot to draw the ire of customers. Posters in our message boards took the company to task for both sins:
- "Took them an entire year to get my internet working after hurricane Wilma. I've spent what must of been several weeks on the phone with them and they kept blaming my equipment, but it was all fine. . . . I HATE COMCAST!!!"
- "Only game in town other then A t & t dish network -- absolute crooks -- no customer service -- rude employees -- whatever happened to offering existing long time customers a great deal once in a while?? I was told to cancel my service and then reorder to get the discount -- is it me or are they simply nuts??!!"
- "I spent 100 minutes on the phone with technical support and spoke to 4 people to fix a problem that the last guy corrected in -- wait for it -- 3 MINUTES!! Nevermind the first woman who started with "Is your computer plugged in?"
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