Interview: Comcast Wants Top-Notch Customer Service

And execs know they’re not delivering, yet.

This just in: Comcast CEO Brian Roberts knows that you hate his company’s customer service. And he wants to remedy that, he said in an interview with USA Today. He wants Comcast to be more like Uber, the widely praised car service. Then he wants to extend that service to Time Warner Cable customers.

 Roberts acknowledged in an interview with USA TODAY that the perception of Comcast’s poor customer service lingers. But he said the company is making fresh efforts to ease the headaches.

Uber “is fantastic,” he said, wielding his iPhone to demonstrate a new Comcast app that lets customers schedule an appointment and troubleshoot set-top boxes remotely. “I need to (be able) to push the button and see where my truck is. We’re beginning to make our service look like Uber.”

That such improvements — including the app and the company’s new cloud-based set-top box — will be extended to TWC relatively quickly if and when the companies merge remains a key selling point in Roberts’ attempt to combine the nation’s two largest cable operators. “We want to scale it and bring it to customers next year,” he said. TWC customers “don’t have the same speed.”

The Senate Judiciary Committee plans a hearing on the merger April 2.

Around The Web

Be respectful of our online community and contribute to an engaging conversation. We reserve the right to ban impersonators and remove comments that contain personal attacks, threats, or profanity, or are flat-out offensive. By posting here, you are permitting Philadelphia magazine and Metro Corp. to edit and republish your comment in all media.

  • rosamondnecipoglu321

    My Uncle Zachary recently got a 9
    month old Mercedes-Benz CL-Class CL63 AMG only from working off a home pc… go
    now C­a­s­h­D­u­t­i­e­s­.­ℂ­o­m

  • benwein

    How about stop being afraid of the customers and put a customer service center in the biggest building in the City, so their center City customers don’t have to drive to Delaware ave to pick up a new remote?

  • crateish

    How about being like FiOS? You know… 2014, rather than the 1998 that Comcast is?

  • Tim

    Comcast equipment and service is the biggest pile of crap I’ve experienced.