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Comcast Takes its Whacks on Service

By David Lieberman -- USA Today, 12/03/2007

NEW YORK — Broadband service is one of Comcast's (CMCSA) most popular and lucrative products. But the powerful new medium is also creating a public relations headache for the No. 1 cable company.

A blog, ComcastMustDie.com, has begun to rally consumers irate about everything from missed or botched installation appointments to unresponsive customer service agents.

Since Oct. 4, visitors have submitted more than 1,100 comments, says blog creator Bob Garfield, a columnist for Advertising Age and co-host of National Public Radio's weekly show On the Media.

On Dec. 11, he hopes to turn up the heat with a podcast featuring listener calls and interviews with guests including Ralph Nader and comedian Harry Shearer.

"What I want is for the scales to fall off of (Comcast CEO) Brian Roberts' eyes," Garfield says. "I'm trying to persuade him that if Comcast were to become the Nordstrom of cable and telecom providers (in providing excellent customer service), then the rewards would far exceed the cost."

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