In both corners we have a mistake and a customer adversely affected by the mistake.
With Dish, although the subscriber signed up for the 35th Anniversary “pay the same price for two years” package, he received the standard “low price one year, regular price second year” one. Difference? $108 more expensive over the two years.
With Comcast, when the subscriber needed to choose a third service for Xfinity and was considering the security system versus a phone (which he didn’t want), he asked the representative, “How much will it cost if we discontinue early?” The answer was “a couple hundred dollars,” prorated by the length of time he had the system. Actual amount to start? $1,100. Difference? Up to $800 (and over $500 when moving meant Comcast was no longer an option).
More important difference? How each handled the situation. Although it took several conversations one night, Dish more than made the subscriber whole. Comcast, however, basically said, “You should have read the contract. We will do nothing”…and that was over several months (which included promised multiple return calls not happening).
As I told the Comcast representatives, we’ve never dealt with a company their size where we had to read the contracts. Additionally, as I also mentioned to them, it is hard to believe their representative didn’t flat out lie to us. At best, she was horribly mistaken.
Both companies had quality issues. Guess which one we will never be able to recommend without a gigantic caveat?
Thank you Dish. Humanity means people make mistakes. Customer service allows those mistakes to be fixed.
Shame on you Comcast. From news stories, it appears short of someone causing a viral stink that adversely affects your reputation, profit is significantly more important than customer service.
Now to go watch some TV thanks to Dish… 🙂