Comcast - get a clue

Image via CrunchBaseSomething happened a few weeks ago that was, well, rather irritating. Comcast, our cable provider, decided to disable fast forward for On Demand content. Now, that must seem and is in the greater scheme of things really rather trivial. Still it's irritating. At any event, Common Sense called Comcast to complain and ask that fast forward be restored for On Demand content. I didn't expect to get very far and didn't. Comcast says "the broadcasters made us do it."

Now, I know better and told Comcast so. The broadcasters don't send the disable code, Comcast does. So passing the buck is just, well, a lie! I explained this notion to comcast. No effect expected. None occurred.

Here Comcast made a mistake. They think that they still have a lock on high speed service to my house. As it happened, last week a Verizon contractor pulled cable pipe for FIOS down our street! I explained this to Comcast and noted that when Verizon came around asking if I'd like to switch they were rather likely to get to yes. No effect expected. None occurred.

All of this leaves Common Sense wondering. How is it that Comcast thinks that eliminating useful functionality that their customers previously enjoyed is a good business decision? Really, Comcast, get a clue. All that's really going to happen is that I'll turn off the sound and go get a cup of coffee. Later, when Verizon sends a promotion I'll say yes then call Comcast and fire them.

Now, I'm just one customer so I don't expect Comcast to particularly note my departure. But if enough people leave then it will matter.

All of which has got Common Sense wondering why it is that large companies so often become so arrogant that they start ignoring the customer's interest? Common Sense has seen it fairly frequently of late as companies try to maximize profit. As often as not all they really end up doing is loosing customers. That's just bad business and, frankly, dumb. So here's a clue for Comcast and other large companies -

The money starts in the customers hand. If you want the money to get to your hand you actually have to satisfy the customer! The customer was fine before doing business with you and chances are will be just fine after firing you.

Just a common sense POV.

Related articles

• So Long F.C.C., Hello Comcast (dealbook.nytimes.com)
• Comcast Pulls Funding To Filmmakers After Tweet (crunchgear.com)
• Fresh: Comcast now has the Big 4 On Demand, but disables fast forwarding – Sodapop Journal

Addenda:

It turns out there is more to this than just Comcast. It seems that FOX and other networks have struck a deal with Comcast in which their most popular shows are now available ON DEMAND without an increase in price to the Comcast customer. That's nice in its way but, and it's a big but, the change is still unacceptable to Common Sense. It seems that FOX and Comcast have decided that their customers are to be forced to endure commercials. Now, Common Sense has no particular issue with commercials. Some are actually relevant or at least entertaining. Others are just irritating noise of no interest or relevance. So consider the following: if a vendor forces someone to endure something that is offensive how likely is it that that person will choose to do business with the vendor? Common Sense thinks not very likely and NFW!

So here's an open note to FOX, Comcast, and company and their advertisers - If you abuse your prospective customers you can be fairly sure that they will not do business with you. If you collude with other big companies to do so you can be fairly sure that you'll be fired at the first opportunity. Oh, and Comcast, I don't do business with FOX etc, I send my money to Comcast. Therefore, I hold Comcast responsible. Therefore, Comcast gets fired first. QED.

That's still just common sense.