Disclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company.
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A leaked customer service call turns the spotlight on Comcast
In June 2014, a Comcast customer recorded a frustrating call with a customer service representative and posted it to the internet. The story touched a nerve. Comcast has notoriously poor customer service and little competition in most of its markets, so unhappy customers can't switch. At the same time, Comcast is preparing for an acquisition of Time Warner Cable, something critics say would worsen problems at both companies and reduce choice for consumers. The Verge interviewed more than 100 current and former employees as part of an investigative series about the cable giant.
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September 26, 2014
Comcast: honestly, 'it may take years' to improve our reputation
The company has appointed a new executive in charge of reforming customer service
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August 19, 2014
Employee metrics show how Comcast pushes customer service reps to make sales
Sales are typically worth about 20 percent of employee performance metrics, according to documents provided to The Verge
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August 19, 2014
Can anyone stop Comcast?
What happens when the most unpopular company in the US merges with the runner-up?
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August 11, 2014
Now everyone is recording their nightmare Comcast calls
One customer got a refund from Comcast, but only because he recorded his calls with customer service
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August 7, 2014
Get through to Comcast's semi-secret customer service line with one of these special cards
The "We're On It" program is part of the company's efforts to improve customer service
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August 4, 2014
This is Comcast's internal handbook for talking customers out of canceling service
"Retention specialists" can be pretty persuasive
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August 4, 2014
Comcast Confessions: why the cable guy is always late
More than 100 Comcast employees spoke to The Verge about life inside the nation’s largest cable and broadband company
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July 28, 2014
Comcast Confessions: when every call is a sales call
More than 100 Comcast employees spoke to The Verge about life inside the nation’s largest cable and broadband company
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July 16, 2014
Here’s why your Comcast rep is yelling at you
Warped employee incentives and an absence of competition make bad customer service inevitable
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