(Southaven, MS) When it comes to customer satisfaction, subscription TV and internet service providers are at the bottom of the list.
A recent survey says Time Warner and Comcast are the most disliked companies in America.
WREG stopped by a Comcast service center in Southaven to talk to customers, and while some say they agree with the ranking, others say it’s better than the alternatives.
“I went through hell,” said Rita Windless about her recent attempt to get a Comcast customer service representative on the phone.
Windless isn’t happy right now with Comcast, and apparently she’s not alone.
According to the American Customer Satisfaction Index, which just published its survey results, Time Warner and Comcast customers have the most unsatisfied customers in America.
On a 100 point scale, Time Warner scored the worst at 56 and Comcast scored not much better, at 60.
According to the survey, people are unhappy with high prices, slow data transmission, and unreliable service.
Then there’s Rita’s complaint: “As as far as coming in, it’s excellent, but as far as taking care of business over the phone…customer service? Zero!”
Comcast sent WREG this statement:
“Improving the customer experience is our top priority, and we are not satisfied with these results. As part of our ongoing focus on making it easier for customers to interact with us, we’re investing in new technology and apps to offer more self-service options…”
According to the survey, although consumers are more satisfied with fiber optic and satellite services, some Comcast costumers say they’re not switching.
“I’ve tried the other ones and I would rather stay with them,” said customer Wanda Williams
“I haven’t had any problem with them,” said William Dills, a customer with Comcast for ten years.
“After using the other ones, it’s about the same to me,” said Dethella Drane, a Comcast customer for seven years.
Comcast ended its statement to WREG by saying, “We are making progress, but know we still have work to do.”
Comcast says its doubling the amount of training for its call service representatives and is now offering shorter appointment windows, meaning workers will come to your house within a two-hour window instead of four.
Comcast says it’s also aggressively hiring more workers in Tennessee to increase customer satisfaction