Cable Companies Are the Worst at Customer Service — and They Couldn't Care Less - HBR's The Daily Idea

July 10, 2013 Cable companies are notorious for horrible customer service. We've all experienced it firsthand. And returning your cable box, if you're moving out of the service area, or switching to a new provider, is always an absurd, Kafkaesque hassle: fees, red tape, long lines, long waits. So why are cable companies so willing to turn a blind eye to our collective anger? Consider it a retention strategy. The more of a hassle they make the process, the less willing we'll be to jump ship. It's very Machiavellian: rule by fear, not love. And, as their market penetration peaks, and as younger customers continue to look for cheaper options, it's only going to get worse. SOURCE: Why Comcast Would Rather Be Feared Than Loved by Justin Fox