June 15, 2015 |
Everyone knows the chef's name. After all, this story began at a ristorante called Vetri. But behind every Marc Vetri success, and the company's growing roster of Italian concepts, the chef's longtime business partner and dining room alter ego, Jeff Benjamin, has been there every step of the way. He's Mr. Logistic to the Pasta Maestro, making sure the inspired plates are delivered with hospitality and grace. Multiple nods from the James Beard Foundation as one of America's best service teams attest to that achievement.
June 3, 2015 |
Comcast Corp.'s customer service satisfaction grade for television and Internet services slipped from a year ago and remains among the worst of all U.S. brands and services, according to the 2015 American Customer Satisfaction Index to be released Tuesday. Over the last year, the satisfaction score for Comcast's TV service declined 10 percent - steeper than the average 3.1 percent decline for the telecommunications industry - to 54. Satisfaction with Comcast's Internet service fell 2 percent, to a score of 56 - the lowest in the sector in the new report.
May 7, 2015 |
CHICAGO - Comcast's unhappy customers finally have gotten through to the nation's largest cable television company. Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude. CEO Brian Roberts told reporters that the customer backlash had served as a "rallying cry to rethink how we do business.
April 27, 2015 |
MUCH AS I've enjoyed playing intermediary between screwed-over Comcast customers and Comcast bigwigs who might unscrew them, I'm looking forward to a break as the city takes over the gig for a week. So if you're stuck in Comcast's seventh circle of customer hell, mark your calendars. Starting Tuesday, the city will be holding six public forums you can dish about the telecommunications giant, which is looking to renew its franchise with Philadelphia. It's a 15-year-deal, so speak now or forever hold your rage.
April 14, 2015
"TOO BIG to fail" describes the notion that a business is so large and important to the economy that government must do anything to prevent its failure. That term gained currency during the banking debacle that led to the Great Recession. If you were a victim, "too big to fail" carries a promise of protection that suggests that some companies are, in fact, too big to question. One bright spot in the post-recession era is that more big companies are being subject to greater scrutiny and questions.
April 11, 2015 |
More than a quarter of Comcast cable subscribers in Philadelphia are dissatisfied with their service, according to a long-awaited report released by the city as it prepares to negotiate a multiyear franchise agreement with the telecommunications giant. Mayor Nutter said the city will press Comcast Corp. to improve those numbers, and will seek a dramatic increase in broadband access across the city. Specifically, he called for Comcast to provide free broadband in underserved neighborhoods and high-speed broadband capacity at libraries and other key locations.
March 25, 2015 |
Tweeting and Facebooking with Comcast Corp. will get easier. The cable giant said Monday that it will triple its social-media employees to 60 by this summer as part of its flagging customer-service operations. Social-media employees respond to questions or concerns on Twitter, Facebook, and Comcast support forums. The hiring will be done in Philadelphia and Denver by this summer. "Wherever our customers are asking questions, that's where we want to be," Comcast spokeswoman Kate Finn said.
March 16, 2015 |
SWEET SPRING breezes will grace us in a week. Let me start the spring cleaning by tying up loose ends on some recent columns. I am tickled to report that Malcolm Monk has found kin of Joe Gumpper, the World War II soldier he befriended 70 years ago . Monk was 10 and living with his family in the tiny village of Painswick, England, when they all met Gumpper, a Philly native and U.S. Army technician with the 164th Engineer Combat Battalion....
February 9, 2015 |
LAST WEEKEND, I told how Center City couple Diana and Jason Airoldi finally got their Comcast cable and internet hookup after six full weeks of broken appointments by the cable giant. Why? Because I took pity on the couple and called to the ultimate authority at Comcast Corp. - Suzanne Roberts, the 92-year-old mother of the company's CEO. In less than a day, Comcast trucks were at the Airoldi home, and the problem was solved. So what do I do now about Sandy and Charles Arnold, who have been trying since Dec. 14 to get Comcast cable and Internet at their Ocean City home?
January 31, 2015 |
Comcast Corp.'s national reputation for shaky customer service was rocked again Thursday, and in a particularly unseemly and profane fashion. A customer in Spokane, Wash., said the cable-TV giant changed his first name on his bill and his online account after he canceled his cable service because of financial hardships. A worker substituted his actual first name, Ricardo, with a vulgarity in its billing system. Charles Herrin, senior vice president for Comcast customer experience, personally apologized to the Browns in a phone call and said Thursday in a blog posting that it was an "unacceptable situation.