Could Comcast Investment Solve Customer Service Issues?


You know Comcast has been in trouble lately over customer service issues? Comcast Ventures, the (natch) venture capital arm of the company, just made a big investment that might help resolve those issues.

Portland Business Journal reports that Comcast Ventures was the big investor in Lytics, a software company that just raised $7 million in funding. Andrew Cleland, a partner at Comcast Ventures, will join the Lytics board.

And what does Lytics do?

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Comcast Wins $7.5 Million Trial Against Sprint


Some good news for Comcast: The company has won a $.7.5 million trial against Sprint for patent infringement.

Bloomberg explains:

Comcast, which is seeking regulatory approval to buy rival Time Warner Cable Inc. for $45.2 billion, sued Overland Park, Kansas-based Sprint in 2012 in Wilmington, Delaware, alleging Sprint used its protected technology for methods of call-routing over the Internet and traditional phone lines.

Targeted in court papers were parts of Sprint functions such as Sprint Mobile Integration, which expands mobile-phone capabilities; the use of Google Voice for online voice mail; and Airave 2, which provides a boosted wireless signal.

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Our First-Ever Good Comcast Headlines Roundup

We’ve seen a few complaints lately that we only print bad news about Comcast in these parts — and we kind of understand: Comcast is our hometown hero here in Philadelphia, but it’s also a big cable company and people don’t like their cable company, almost ever. So when we go searching for headlines about the company to relay to you, we often end up stuck with a series of stories that must give heartburn to Comcast execs.

We’ll take a day off from that today, and present you with the first-ever presentation of the Good Comcast Headlines Roundup!

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[Update] Comcast Customer Details Firing Allegation


[Update 3:30 p.m.] Comcast has sent out a press release with the title “A Public Apology to Conal O’Rourke” — and it comes straight from Charlie Herrin, the new vice president in charge of putting an end to Comcast’s persistent public perception problem regarding its customer service:

What happened with Mr. O’Rourke’s service is completely unacceptable. Despite our attempts to address Mr. O’Rourke’s issues, we simply dropped the ball and did not make things right. Mr. O’Rourke deserves another apology from us and we’re making this one publicly. We also want to clarify that nobody at Comcast asked for him to be fired.

We’re also determined to get to the bottom of exactly what happened with his service, figure out what went wrong at every point along the way, and fix any underlying issues. I’m a few weeks into a new role at Comcast which is entirely focused on what we can do to make the customer experience better. We need to make sure that every interaction is excellent … from the moment a customer orders a new service, to the installation, to the way we communicate with them, to how we respond to any issues.

We’re holding ourselves accountable and we are working hard to make real improvements across the board. While it will take us some time, we can and will do better than this.

Emphasis added. The question remains, though: Will O’Rourke get his job back? We’ll probably find out soon.

[Original] The man who says Comcast got him fired from his accounting job — for complaining about the company’s customer service — has emerged fully into the spotlight: His name is Conal O’Rourke, and he has provided new details about his case against the Philadelphia-based cable giant.

Consumerist first told O’Rourke’s story this week, calling him only by his first name and omitting some details about O’Rourke’s employment. Ars Technica has now followed with a much more detailed story, backed up by “astonishing” documentation, including a 10-page letter to Sen. Richard Blumenthal of Connecticut.

What follows is based on his claims to Consumerist and Ars: Read more »

Claim: Comcast Got Complaining Customer Fired From His Job


There have been lots of “Comcast delivers bad customer service” stories lately — so overwhelming, in fact, that the company just appointed an executive to solve the problem amid worries that disgruntled customers could derail the company’s merger with Time Warner — but the latest story may be the worst: A Comcast customer says the company got him fired from the job.

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