Comcast Experience - Why does Bad Customer Service Make Economic Sense?

Having spent a lot of time with Comcast business folks I have a huge amount of respect for their skills and intelligence.  So I have to ask the obvious question as to why it makes sense to have such lousy customer service since I assume there is a economic reason for doing so. 

I recently ordered digital cable, HBO, DVR, HD and high speed internet services from Comcast - that's about $150 a month, probably worth about $5,000 in life time value to Comcast.  I get a 4 hour service window from 12-4 (why that makes sense in today's environment, no one knows since it was obvious I was the last customer of the day)   - after 3 hours, I start getting nervous and I call them, where they tell me the installer will definitely be there before 4PM.  At 4:15 with no word from anyone and no installer, I call again, where after being first put on hold for multiple minutes while they search for the dispatcher in SF, I am told that the installer will probably be there sometime after 5PM, but "that I would get a $20 credit for my problems".  With that humorous statement in mind, I spent the next few minutes explaining how that wasn't going to work, but there didn't seem to be any way to reach a person with any authority, even after repeated attempts.  So after leaving messages, having my call dropped, and speaking with at least 6 different Comcast reps, I cancelled the order and will continue with my DSL and satellite providers.

What I don't understand is the yield management issue here.  In a highly competitive video and data environment, with 2-3 providers in each area (plus emerging Internet options), one would think that Comcast would go out of its way to make sure the initial experience for a new premium video & data customer would be a good one rather than rehashing the old "Cable Guy" horror movie.  I realize everyone has to make their operating numbers and that installers cost money ($50/hour?), but my guess is that Comcast SF is running a little too lean on installers, or they need a better prioritization plan, since their inability to deliver service cost them a new customer who would pay $150 a month.  Just mystifying to me.

Comments

[JasonK]

I had a similar experience with DirecTV in Los Angeles...after failing to show up four times, including once when the dispatcher told me "the installer is ringing your doorbell now" (when in reality I was standing on the street talking on my cell phone looking for him, I finally gave up in my quest to upgrade to HDTV until I got some unexpected help from a friend...if this is the average consumer experience no wonder everyone hates their cable company.

[Djdhoni]

Wirefly always sucks in rebates, avoid using wirefly & inphonic...

[fish4]

I never used wirefly and never will....my sis had a bad experience w/wirefly....wirefly sucks in everything.

[castcom]

I work for comcast an I can tell you what you did wrong. You asked for someone in authority. Never try to go over the person's head that you are speaking to. First of all, you insult them and you will most likely get hung up on. Second, the supervisors will only give you a 20.00 credit to get you off the phone and not try to fix your problem and third of all when you didn't wait the full four hours and couldn't be patient we probably cancelled your appointment hahahahahahahah!

[Bill Jr]

Can anyone do something about the ABSOLUTE HORRIBLE Comcast customer service for myself, a resident in Chicago IL ??
Comcast cable goes out every 3 weeks - like clockwork. This has been going on since January 2008. It is now early May 2008. I have called Comcast easily over a dozen times and what do I get: hung-up on - no-call, no-show techs - lied to by customer service about the day/time when the tech was "suppose" to arrive - techs, when they do show up, have absolutely no clue on what is the problem ( I guess they are told to just show up ) - tech not fixing the problem.

The few techs that did show up told me the following:
the problem is with the signal - the problem is not with the signal - the problem is outside - the problem is inside - the problem was fixed. A few days later, cable goes out.

A few techs told be to cancel the service - that this would get their attention to fix the problem.

A few times I was told that the tech would come out and replace both HD cable boxes. Techs show up empty-handed - no replacement cable boxes. Techs did not know what I was talking about when I asked where were the new boxes. Their reply was they were not sent to replace anything - and then asked me, once again, "what is the problem ??"
Again, tech shows up with no clue on the reason they were dispatched. It is as if for the past 5 months, I have been talking to an empty phone in an empty room.

Apparently I am left with no choice but to cancel service as the cable goes out at will with no fix and no cares/concerns from Comcast. None at all.