I am a Comcast customer and use them for internet and television service. The new house we live it has terrible cellular coverage so I’ve been investigating a VOIP phone service.
Since I am a Comcast customer, I thought I would make it easy on myself and simply add their phone service to my existing account.
I contacted Comcast customer support and asked how much to add the service, then the problems began. Since I am an existing customer, this person couldn’t tell me what the monthly charge would be. Instead, she would have to have another department call me (remember, I don’t have reliable phone service) to provide a quote.
Before I called Comcast, I checked the Vonage website. Low and behold, they tell me in right on the main page of their website, HUGE font, $9.95 per month. Apply online, give them a credit card number and I am in business 5 days later. No phone calls. No hassle. Just great service.
There is no reason that Comcast cannot provide the same level of service to customers, current and prospective. I do not know for a fact, but I will venture an educated guess that there is an internal process that the believes trumps the need to provide real value to customers.
Why do companies insist on complexifying the simple?
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