Brickbats and Bon Mots

I’m going to start monitoring the blogosphere, looking for what your customers are saying about you, so you don’t have to. It’s not always pretty but it can be informative…

It’s amazing what a positive attitude can do for consumer morale. Here, a poster named “Lengo” offers a thumbs-up to Mediacom, even after waiting 18 minutes for tech support to come on the line. Of course, it was a simple downgrade, but take the praise where it comes.

On the other side of the spectrum, you have a knowledgeable customer forced to turn to other users is a desperate attempt to rectify a connection problem after one full year.

Even $2 can turn a customer into a critical blogger, as witnessed by this guy angered by the fact that Comcast assessed a penalty fee for a modem he hadn’t paid for because he believes the non-charge was the provider’s bookkeeping error and not his mistake.

Here’s a contest Comcast doesn’t want to win: Web site The Consumerist is polling visitors to determine the “worst company in America.” The cable operator has made “The Elite 8” on the site, a hotbed for Comcast critics, and is currently pitted against Exxon in the site’s bracket of shame.

The negotiations were hard and long, but hardcore college sports fans are delighted about the just announced agreement between the Big Ten Network and Comcast to carry college games in that league, judging by posts like this.

And here, broadband capping contemplated by Comcast, Time Warner Cable and others is predicted to cripple broadband innovation.

Here’s an interesting idea: a couple frustrated by the details faced by moving and changing providers, suggest there’s a business opportunity in moving planners (akin to wedding planners). Maybe a cable concierge would be an idea, providing movers information about the new channel line-ups and tech differences in the new location.

Some people are more than a little creeped out by Verizon FiOS’ lengthy installation time, which raises a question: Should you offer the tech a plate when he’s STILL there through dinnertime?

Any customer service comments? You can e-mail “At Your Service” directly at legz@aol.com.