This is from an Ad Age editorial today: "And no, no one believes the comany's claims that outrageous service is 'an isolated incident.'"
And here's an outright Qualmcast lie from an Ad Age article about cable/telecom customer service in this week's issue: "We treat every interaction the same, independent of Bob's blog or anybody else's blog," said Jennifer Khoury, a Comcast spokeswoman. "Bob didn't want to be treated any differently, and he hasn't."
The truth is, when my blog item was published, Qualmcast - having repeatedly lied to me, failed to appear for appointments, walked out in the middle of a failed installation and stubbornly refused to connect me with a supervisor -- suddenly put on a full-court press to attend to my complaints. This was not customer service. It was PR.
And do they need better PR? Yeah, I think so. This is from Norman Chad's column in today's Washington Post. It's a complete digression from his ostensible subject, but he felt moved to throw it in, anyway: "By the way, Maryland plays its games at Comcast Center; coincidentally, between 1997 and 2000, Comcast had a 'zero percent response rate' to its customer's cable problems."
Denial may be a natural defense to the painful truth. But it gets you nowhere.