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« Jaiku-The Boulevard of Broken Dreams | Main | INQ-Coming To America? »

January 18, 2009

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Hi,
This is very interesting blog . I just wanted to say thanks you for writing and giving your knowledge to such an informative helpful blog.
So thanks!

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Andy Abramson

First off, Mr. Texas, the cost for business cable Internet is not 3-4 x the cost of residential service when you consider the downside.

Loss of work. Inconvenience of having to find another place to work. Travel to that location and the time associated with it.

On the other hand, a dedicated support contact, consistent response time, a more professional relationship all matters.

The same applies to mobile phone service. We switch from consumer to business reps for Verizon and AT&T and the quality of the relationship, the correction of billing errors and the elimination of billing related matters cleared up. Instead of waiting on hold, I leave a message and the person who is our account rep "fixes" the problem the first time.

The cable guys are in a war with the telco. Neither though can touch a real T1 in quality but as they roll out fiber they may. Having fiber in one house has shown me that a well run fiber plant and paying the price for it blows away a DSL line or a regular consumer grade cable modem, if you work at home.

Quality has a price, and if you're willing to pay for it, you will see the difference.

AustinTX

I'm struggling a bit to understand who your intended audience is for this blog entry (and others you've made on the same topic - it's a favorite of yours, isn't it?).

Surely you realize how unpersuasive it is to urge residential customers who have poor Internet service, and probably more negative experiences with Customer Service, to pay 3-4x more just to get a little respect, and the care they were promised!

As for those wealthy people who, frankly, enjoy paying much more for the same thing; they're already paying for business class service.

You seem to be saying that poor service is our own darn fault for not paying Comcast more money for their services. You also seem to be implying that if everyone paid more for their service, that Comcast's overall customer satisfaction would improve.

Bully! It seems unlikely that paying Comcast more money will really result in better service for more than a few people who successfully publicize their experiences. The problem isn't that Comcast's resources are stretched too thin, it's that they're playing a game of providing as little as possible to those who don't matter as much!

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