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Why is Comcast's customer service so bad, and what can they do about it?

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Comcast regularly comes in at the bottom of customer satisfaction rankings, and a recorded phone call with an especially frustrating customer service rep recently reinforced that impression. The Verge interviewed more than 100 current and former Comcast employees to find out why. We're publishing the results in a series called Comcast Confessions, and we also had a short conversation about it in the office today. Check out the video above.

Disclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company.