A Test is Coming in Philly on Whether or Not Comcast Has Learned a Lesson

Screen Shot 2015-06-11 at 9.57.08 AMMontrea    Fortune, the business magazine, ran a prominent article in their June 1st edition on Comcast with the title, “How to Lose Friends and Influence,” essentially detailing how their bully-boy ways, indifference  to customers and community, and just plain arrogance had been key factors in subverting their monopoly efforts to merge with Times-Warner Cable.  Having railed and organized for years to get Comcast to put life, rather than a lie, into their so-called “internet essentials” program required by FCC order in their Universal merger, rather than pretty much a play-pretend public relations program claiming much and doing little, I lapped the piece up based not on a bias about the company, but hard rock experience from David Cohen, their executive vice-president on down to waste of time meetings we had with company reps in Houston, Shreveport, and Little Rock.

Turns out our misery has plenty of company.  Fortune interviewed dozens of “industry insiders” and read the regulatory filings, and found  that the “Philadelphia company, indeed, might offer a rare lesson in whether having a reputation for good corporate community-ship actually matters in today’s hypercompetitive world.”  Besides regularly flipping off all of its community, as we can attest, the evidence is amazing how much it holds its own, often captive, consumers in total disdain.  Comcast managed somehow to “win” the “Worst Company in America” dishonor in both 2010 and 2014 from a Consumer Reports blog.  Fortune also reported that the American Consumer Satisfaction Index ranked their Xfinity Internet service 234th of 236 companies.

Of course Comcast is now claiming that they are “moving on.”  They also claim they are training and hiring more customer service folks by the thousand.  We take little comfort in that since it was their training of their customer service folks to up-sell the supposed low income benefit “internet essentials” program that helped us win the FCC’s fine for their bad behavior.   Out of their billions in profit they are also reportedly allocating $300 million to improving customer service, but once again that seems to all be about how the techs and field service folks speed up and sweet up their jobs.  Given their history, I would worry that their culture has to change at the top, where the tone is set, not the bottom.  It’s not the tail wagging this dog.

There’s a test in Philadelphia right now during the hearings that the City of Philadelphia has set for Comcast’s franchise renewal.  The renewal is specifically about their access to the streets and cable, less than the internet, but it still goes right to Comcast’s “corporate community-ship,” as Fortune calls it.

A Philly-based coalition called mediamobilizing.org called them out early on this saying:

 

Amidst skyrocketing profits, Comcast fights Philadelphians’ basic needs– leading and paying the largest amount in lobbying costs to oppose a campaign to guarantee earned sick days for Philadelphians, and paying little in taxes to the city that gives it so much- a rate of 3.4%, when the average in Pennsylvania is 9.99%.

 

So, clearly Comcast is not going to be able to go through the public hearings deaf to the complaints and pretending it is all about streets and cable TV.  In fact,  there is a demand for Comcast to support public access television on cable and slide over 5% of their profits to the Philadelphia general fund.  I bet that gets their attention.  Some Philadelphians aren’t all that happy that Comcast isn’t paying its fair share now, but just got $43 million in local and state tax breaks to build a second skyscraper in Center City.  Not surprisingly people want there to be more access to the internet for all the people in Philly, no matter what the fine lines are about what the city can and cannot do in a franchise agreement.

Fortune ends their piece saying that the Harvard Business School will be using Comcast as a case study for years to come on their botched merger and what they learn from their mistakes.  We hope they hear people in Philly and around the country calling for less contempt, more access, and better cable and internet, because that would truly be worth the study.

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From our friends at Musicians United to Protect Bristol Bay:

Thunda N Shakin: Pebble Mine Song. Bristol Bay Alaska. Lopker song

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Philadelphia is ‘Very Angry’ with Comcast

Screen Shot 2015-04-29 at 5.23.00 PMNew Orleans       Just to be clear.  It’s not just me, ACORN International, Local 100 United Labor Unions, and the Arkansas Community Organizations who are ripping mad at Comcast for high rates, bad service, and making a cruel joke out of the “internet essentials” program rather than using it to help lower income families crawl over the digital divide:  it’s all of Philly, too!  Our partner, Action United, showed up and stood up at the first hearing in Philly on whether or not the Comcast franchise agreement should be renewed or renegotiated in Comcast’s home city.  They kicked it, as you can read from the Philadelphia Inquirer story.  Let’s see if Comcast finally hears what we’re saying.  Or, not?

 

 

 

 

 

Phila. is ‘very angry’ with Comcast

Bob Fernandez, Inquirer Staff Writer 

Posted: Wednesday, April 29, 2015, 1:08 AM

City residents complained Tuesday about everything from Comcast Corp.’s troubled customer service to TV rates and corporate taxes during Philadelphia’s first public hearings on the cable giant’s request to renew its citywide franchise agreements.

“We here in Philadelphia are very angry with you,” Monica Rozin said at the mostly calm noon hearing in the basement of a public library off Rittenhouse Square. “Technology gets less expensive and you get more so.”

In the late afternoon, about 40 people held a rally outside South Philadelphia High School – the site of a second hearing – calling for Comcast to “pay its fair share” of taxes, expand a program for affordable Internet service, and freeze rates.

Activists also called for the company to continue funding PhillyCAM – public-access television channels and a studio.

The rally was organized by the nonprofit Media Mobilizing Project, a frequent Comcast critic, and joined by other organizations involved with disabled individuals, workers’ rights, and low-income housing.

“Remember, this is a deal,” Lance Haver, the city’s director of civic engagement, said at the 30-minute rally. “Comcast wants our rights-of-way and rights to our public spaces, and we have every right to demand what we want.”

About 60 people attended the hearing at Southern High. Many of them also attended the rally.

The hearings are part of a renewal process that began in 2013 and has gathered some speed this month with Mayor Nutter’s release of a 571-page consultant survey of the city’s cable- and Internet-related needs.

The four cable franchise agreements between Comcast and the city government expire in August, September, and October.

“We love Philadelphia, and value the strong partnership we have with the city and its residents, and are extremely proud of the world-class services we deliver here, as well as the significant benefits that are afforded by our franchise,” Comcast spokesman Jeff Alexander said Tuesday.

“In Philadelphia, Comcast has provided more than $163 million in franchise fees in the past 10 years and delivers 12 PEG [public, educational, and government access] channels for community use, along with substantial financial support,” he added.

Alexander said Comcast, which employs 8,000 workers at its headquarters and other facilities in the city, looks to have “a comprehensive and productive dialogue with city officials.”

Emotions ran high at times at the noon meeting, attended by about 40 people. But for the most part, the speakers were respectful, laughing and clapping.

Mike Miller, a 20-year city resident, feared that his Social Security number might fall into the wrong hands. “I would like them to destroy the Social Security numbers in their files and replace them with non-identifying numbers,” he said.

Oren Panitch, a Northern Liberties resident and Web developer, said, “We should be the shining example of what [Comcast] can bring to the rest of the country, but instead they want to charge more.”

Rosemary Devers of South Philadelphia said, “I’ve got a number of complaints.” One of them, she said, was talking with Comcast customer call representatives in the Philippines when she has a problem.

The next hearing is scheduled for 5 p.m. Wednesday at the MAST Community Charter School at 1800 Byberry St. Another will be at noon Thursday at the Community Center at Visitation, 2646 Kensington Ave.

The last two are at 5 p.m. Thursday at Martin Luther King High School, 6100 Stenton Ave., and noon Saturday at Bible Way Baptist Church, 1323 N. 52d St.

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