Comcast forgets to cable

Earlier today we covered the story of the innovative ways that Comcast uses to offer customers help who need it - and here's an example of the kind of things that they do need help for:

Kenneth Bayes's request to Comcast was routine. He was moving his family from Fairfax to a new townhouse in Haymarket and wanted to transfer his bundled television, Internet and phone services.

A specialist for customers moving to new homes took the order and said all systems were go and everything would be up and running the day after his move in April.

After five weeks, 20 calls, a day off work and three visits that ended without any idea why Bayes couldn't get service, Comcast found the solution to this head-scratcher of a problem: The company hadn't run cable lines to Bayes's house.

Source: The Washington Post.

Operationally Comcast does seem to be struggling to keep up with expansion and growth - as one customer service exec says:

"We are a victim of our own success, to a degree."

More power to the elbows of the Frank Eliason's of this world though.