In a week when President Obama seemingly deals a blow to cable companies by asking for stricter net neutrality rules, Comcast receives another bit of bad news. The city council of Worcester, Mass urged the City Manager not to transfer the city’s cable tv license to Comcast Corp. from Charter Communications in a stunning 8-3 vote. The overwhelming majority vote of the council was completely based upon previous reports of “substandard customer service practices.” City manager, Edward Augustus, Jr., who has the final say in the matter, has requested a two week extension from Comcast during which he plans to study the issues affecting employees and consumers.
Even if Mr. Augustus fails to respond, or disapproves the license transfer, Comcast will be able to appeal the decision to the state Cable Television Commission. Denying the transfer can only be based on company management, technical and legal experience and financial capabilities. Since customer service complaints would not technically affect company management, it is likely that the state Cable Television Commission would approve any such appeal.
Well aware that their vote will likely have no affect on the outcome of the situation, Councilors Frederick C. Ruston and Gary Rosen both indicate that their constituents desire better customer service from cable companies.
Councilor Konstantina Luke also, feels that even though the vote of the council is unlikely to result in a different cable provider, the vote may succeed in attracting the attention of the Federal Communications Commission. “This is not a paper vote; this is not an empty vote. This is a very clear vote that we are not going to tolerate the kind of responses we got from Charter and Comcast.”
Whether or not Comcast is successful in adding the town of Worcester to its customer base, the national nature of this story once again highlights the importance of a good PR team, and the dangers of not positively engaging with current and POTENTIAL customers.