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Comcast Cable Fined $1 Million In Massachusetts Settlement |
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March 20, 2006
The agreement is the culmination of a two-year investigation, spurred by hundreds of complaints Comcast customers filed with Massachusetts Attorney General Tom Reilly's Consumer Hotline. "In many communities, Comcast is the only game in town for cable television service," Reilly said. "This settlement will insure that consumers get the information they need, up front, to make informed decisions on price, programming, and services, before they spend their hard-earned money. Customers will also get the reliable customer service they are entitled to." Reilly said he conducted an extensive review of the company's advertising and marketing practices, as well as complaints received by his office and the Better Business Bureau. Based on that investigation, Reilly charged that Comcast, and its predecessor, AT&T Broadband, engaged in a series of unfair practices in the advertising and sale of its cable television services, including:
Comcast denies that any of its practices were unlawful. However, with this settlement, Comcast has agreed to end these practices and improve its advertising and marketing. To avoid any future consumer confusion, Reilly is now requiring that Comcast clearly and conspicuously state in its advertising materials accurate pricing information that tells consumers what they will pay for the service during a promotional period, as well as what they will pay after the promotional period ends. Comcast has also agreed to inform analog cable customers that they may not need a converter box and remote, which could save the consumer $5 per month on fees. Moreover, customer service representatives will not falsely imply that only one product or service is available, but will instead tell consumers how they can get information about other, often less expensive, options. Customers had complained to Reilly about Comcast's poor customer service, including long wait times to speak to a customer service representative, and the need to make repeated calls to address a customer's problem. To alleviate these problems, the Assurance mandates that Comcast's customer service representatives will provide a supervisor when requested, and maintain a customer account system that can update customers about the history of past complaints. Report Your Experience
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