Comcast is famous for downright crappy service. Their horror stories are well-covered, blogged, and insane.
But what would happen if they did something really great? What if they blew us away with awesome features, fantastic service, and a wonderful experience?
We still wouldn’t recommend them.
The trust is over, forever. Word of mouth is based on trust. We don’t recommend products and services to our friends – however much we like them – if we think that our friends are going to have a bad experience. I’m not risking my relationship with my friends for any company.
The medium of word of mouth is trust. Never, ever break it. There’s no second chance.