A video on demand service glitch provided me an opportunity to see
whether my cable television provider Comcast has made any progress on
its customer service. The result: it's GOTTEN WORSE!
How can a company with $74 billion dollars in annual revenues not understand the need to invest in both plant and personnel?
That's not a hard question. Senior management realizes that it can
squeeze out even more revenue by sponsoring researchers, hiring
attorneys and employing lobbyists to reframe the issue of investment.
Rather than confront the matter of obsolete plant, postponed investment
and plain awful customer service the company can claim that "regulatory
uncertainty" and network neutrality, etc. has caused it to lower it
capital and operating expenditures.
So when customers encounter outages and a 20 minute audition with a
computer before reaching a live person, it's the company responding to
regulatory blunders.
In reality--or at least the one I experience on a holiday weekend--I
cannot access any of Comcast's much touted video on demand content. The
reason: Comcast does not invest in plant and personnel, because it
perceives the opportunity to blame somebody else. The reward: even
higher margins.
Article Source:- Blogspot
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