There Has To be a Reason America Already Hates ‘Em
Every year, the American Customer Satisfaction Index rates and ranks the customer service experience of the country’s biggest 150 or so companies. Last year, Time Warner ranked next to last, and Comcast was sixth from the bottom … and that was an improvement for Comcast.
While the ACSI ranking doesn’t explain why companies scored what they did in the survey, it’s not tough to conclude in the case of Comcast and Time Warner that is was a combination of lousy customer service and contempt for customer needs.
A 2012 Tweet from TV and film star Patrick Stewart may sum the situation up quite nicely. After apparently failing to have his Time Warner service established and set up as promised, Stewart tweeted “All I wanted to do was set up a new account with @TWCable_NYC but 36hrs later I’ve lost the will to live.” One can only assume his will to live was mostly sapped by a few pointless phone calls to Time Warner during that 36 hour span in an effort to figure out why the cable service never got hooked up.