Comcast's Big Push to Repair Its Image

April 20, 2008

Under siege for customer-service woes detailed on Comcastmustdie.com and other blogs, the Philadelphia cable giant has gone on the offensive, trawling the Internet for Comcast chatter. Eliason's assignment is very specific: If someone has a Comcast problem and is talking about it online, he contacts that person and offers help.

Comcast executives say the company's customer-service problems deepened as it expanded through acquisitions and added millions of high-speed Internet and phone customers. The company, with $31 billion in annual revenue, has leaned too heavily on outsourcers for phone help and repairs, they say.

For the full article in the April 20, 2008, of the Philadelphia Inquirer, click here.