Former Comcast installers say poor service scores manipulated

Comcast utilizes a scoring system to measure the performance of subcontractors whom it contracts to make service calls. But according to Comcast insiders, some of those installers have access to that system, called Cable Data, and deleted records of service calls, artificially boosting their scores.

According to a recent lawsuit filed by two former Comcast subcontractors in Pennsylvania, those larger installers “could view and change the information stored in Cable Data” and erased “evidence of a significant number of service calls.” Those installers, the plaintiffs say, also encouraged customers to report any complaints directly to them—bypassing Comcast so the complaints don’t affect the installer’s score and result in chargebacks to the installer for the faulty work.

According to the plaintiffs, this “corruption of Comcast’s metrics measurement system” meant that “the metrics were wholly inaccurate measures of customer service quality.”

Because the installer performed service calls without seeking reimbursement or logging it in Comcast’s system, the plaintiffs say, the manipulation allowed Comcast to give “investors the impression of improved service quality.”

 

View the full lawsuit here: Cable Line, Inc., et al v. Comcast Cable, et al


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