Last week I attempted to sign up for Comcast internet, but after a poor Customer Service experience, decided to try CenturyLink instead. In short, Comcast lost my order, and when I called to check on the status, was told there was no record of it. When I expressed concern about providing my Social Security Number through online chat to their outsourced representative, I was simply told they have no access to that division’s systems and I would not be able to speak to anyone on the phone about this. I attempted to provide constructive feedback to Comcast’s “Senior Vice President of Customer Operations” (through the link they encourage customers to use on their website) and have received only minimally-personalized template emails. Needless to say, I’ve taken my business elsewhere.

And so far, I’ve been pleasantly surprised. Here’s a comparison of how CenturyLink did better:

• The speeds offered by CenturyLink are faster than Comcast for equivalent pricing. (20Mbps vs 15Mbps).
• I was able to place my order online with very little hassle. I was not required to sit through a 10 minute online chat with an off-shore representative as they verified all of my information.
• Even though my online order did not complete entirely the first time, I was notified of this and provided with a reference number so I could call in to complete it. My order was not simply “lost”.
• When I called the CenturyLink Customer Service line, I did not have to navigate a complicated phone tree and was connected to a representative very quickly. She was friendly, professional, helpful and able to set up my account in very little time. She also had access to my in-progress order and I was not simply told that there was “no record of it”. She also didn’t try to sell me a more expensive package when I was calling about a problem.
• I was not asked for sensitive information, such as my Social Security Number, during any of this process.
• I won’t have to disrupt my work schedule to be present for my service activation.