The Washington Post is the latest paper to attempt the problem of just why and how Comcast is able to suck as hard and as consistently as they do. They run through the usual suspects (too much emphasis on growth, Brian “Comcatastophe” Roberts makes $20 million a year, too much competition, not enough competition, people watch videos, it’s Wednesday, I love lamp, etc.). Whatever the reason for Comcast’s suckage, its not accidental, and we’re thoroughly bored with the excuses, but we did enjoy the article for its obligatory “bad customer experience” anecdote — in which Comcast characterizes itself as going “above and beyond” for the consumer.
After five weeks, 20 calls, a day off work and three visits that ended without any idea why Bayes couldn’t get service, Comcast found the solution to this head-scratcher of a problem: The company hadn’t run cable lines to Bayes’s house.
…Bayes, a membership specialist for the National Rifle Association, said his problem began before the first service agent came to his home. The new-home specialist should have been able to tell Bayes there was no service to his new home from the first call, he said. None of the many other service representatives caught that error for weeks.
Comcast installed a line from the neighborhood hub to his home almost six weeks after his first call.
“We went above and beyond for him,” [Spokeswoman Jenni Moyer] said.
But that wasn’t enough for Bayes. Last week, he switched providers.
“Above and beyond?” Seriously?