XFinity (Comcast) v Starlink: Who Will Win the CX Battle?
Should it take 3 hours to cancel HBOMax from your XFinity (Comcast) service and fail in your mission to add channels for a modest additional cost?
I say “no” but Xfinity (Comcast) has other ideas.
We don’t have many choices in internet living in Southwest Florida: the choice basically is Xfinity (Comcast). Because I work online, I need reliable and reasonably fast internet and as part of that, usually you get “TV” or streaming video. Right?
So, I got snookered into one of those “free HBO” deals where in reality, they are extracting cash from you behind your back until you realize you’re paying money you could have spent on food for worthless trash you never watch.
And, we saw another couple of channels we wanted, but which we could not get with our bare minimum “TV package.”
So, foolish me, I log on to Xfinity’s website last night (challenging, but achievable — only 10–15 minutes worth of work).
I want to CHANGE my service — how exciting! I can get the package for 200 channels plus internet for $100 a month!
But at least I can cancel HBO!
Right — foolish human, you cannot cancel HBO from the website no matter how you try! Two, three hours — no! You are going to pay $15.99 a month foreverrrrrrrrr ….
Oh, but at least they respect my privacy …
So I had a chat with the chatbot. I told it “I want to talk to a human” three times and after that, it gave me the callback! Amazing!
And the individual who called me back was from the technical support department, not billing or sales. He was very nice and polite. He connected me to a young woman who, after fifteen minutes, was finally able to cancel HBO.
I thought — look, if you haven’t figured out how dumb I am by now, you should sure realize it — that I could get the internet service and 200 channels for about what I was paying now, for the internet and the frightening, omnipresent HBOMax …
“It will be $120, plus taxes and fees,” she said.
“How much is it in total then?” I asked
Ah … well wait … let’s make sure that HBOMax is cancelled.
“I will have to send you a text … you need to sign an agreement.”
“Sign an agreement to cancel this thing I was told was free, but isn’t? We don’t like it, want it, or use it.”
“Yes, you must sign the agreement. I will text it to you.” (my helpful assistant was not a native English speaker; however, I complimented her highly on her polite and helpful responses …
Fifteen minutes later, HBO is —
“And so, how much will the new service with 200 channels be …”
“I mean, total, with the taxes and fees …”
So, I actually told the young lady, “I know all your calls are recorded and I’d like the AI to hear what I have to say.”
— I’ll paraphrase —
“I’ve been on the beta list for the Starlink internet service for a while now, and I didn’t sign up for it because I didn’t want to pay $450 for the equipment plus $100 a month later. However, thanks to this experience, I’m reconsidering that. It looks like these satellites will provide improved service for the same price.”
And, one might hope, enable customers to escape onerous surveillance of everything they say or do or watch for the sole purpose of being served useless ads.
Before I realized I was unwittingly “opted in” and checked “opt out of all,” Xfinity (Comcast) has been showing me nothing but prescription drug ads for diseases I don’t have, and dental services for a chain dental group I’d never use. I already have a dentist. Plus, they’ve been showing this slurge to me on the only “content” I ever “consume”: Animal videos from The Dodo, Virtual Running Videos, and pro wrestling.
So, while I was talking to the young lady, who is just earning a living for herself and family in whatever country she resides in (my guess — Philippines), I was looking at these tabs open on my computer and I just noticed something.
In April, Musk was saying he thought Starlink was a $30 billion a year business. Very modest projection. Having already created and launched the satellites, all they need to do is have a working website and mobile app, hire and support competent support personnel, and devote their resources to earning their $100+ a month. Yes, Starlink is looking toward an IPO.
Not lying, cheating, and stealing it.