Tattling on someone to their mother isn’t typically the way adults go about getting results… but then again, Comcast isn’t your typical company and special measures are usually required to get things done.
DON’T MISS: Comcast’s infamously bad customer service isn’t incompetence – it’s a choice
Philadelphia Daily News columnist Ronnie Polaneczky regularly gets emails from exasperated readers who are completely fed up with Comcast’s Kafkaesque customer service, which is quite a common occurrence for those of us who regularly write about the company. However unlike most of us, Polaneczky happens to know how to get in touch with Suzanne Roberts, the mother of Comcast CEO Brian Roberts.
When Polaneczky recently contacted Mrs. Roberts about problems one of her readers was having with Comcast, she found that she immediately got results.
“Center City couple Diana and Jason Airoldi finally got their Comcast cable and internet hookup after six full weeks of broken appointments by the cable giant,” she explains. “Why? Because I took pity on the couple and called to the ultimate authority at Comcast Corp. — Suzanne Roberts, the 92-year-old mother of the company’s CEO. In less than a day, Comcast trucks were at the Airoldi home, and the problem was solved.”
While it’s great that Polaneczky helped this couple get their problem solved, it’s pretty pathetic that Comcast customers have to either contact reporters or hope their stories go viral on Reddit before getting any kind of attention. What’s especially bad is that this columnist felt the only way to get the company’s attention in this case was to tattle on the CEO to his mom, which is something most of us stopped doing around the age of 9 or so.
It would be one thing if Comcast were simply an incompetently run company, but we know it’s not. Comcast’s lobbying operations are absolutely first-rate and it can cozy up to politicians and regulators like almost no one else in the country right now. The reason Comcast’s customer service is so bad is because it simply doesn’t care.
Empereor_Norton on September 3rd, 2020 at 15:55 UTC »
Back in the 1993 Robert Eaton was made CEO of Chrysler Dodge. Eaton grew up in the same town where my grandpa lived. When Eaton was a child my grandpa would let him ride on the switch engine at the local rail yard.
in the mid 1990s grandpa bought a new Dodge truck. after a few months there was a problem with the truck, the dealership agreed it was an issue. However it wasn't bad enough yet to repair and Dodge wouldn't authorize the warranty repair. They told him pay for the repair himself or wait till it got worse.
Wrong answer. Grandpa went home and called Dodge HQ and told the woman that answered he wanted to speak to Eaton. She asked if Eaton knew the purpose of the call. Grandpa told her, "You tell him that I am the guy who use to let him ride on the train engine when he was a little boy". The lady said wait one minute. Mr. Eaton came on the line, said he remembered my grandpa, chatted awhile and asked what he needed.
Next day the local dealership called grandpa and told him, "I have no idea what you did, but we were told we have authorization to fix anything and everything needed so you leave here satisfied."
MissGingerMinge on September 3rd, 2020 at 14:46 UTC »
does anyone have jeff bezos' mother's number?
saliczar on September 3rd, 2020 at 13:49 UTC »
I've been waiting since April for them to bury my line. Have had a bright (now sun faded) cable strewn across my yard for five months. Have spent hours on the phone and online with Concast, and have been assured 9 times that this would be dealt with. Utilities marking company has been out several times, and their Mark's are no longer visible. Incredibly frustrating.