Resistance Is Futile, You Will Be Absorbed

The original title of this was going to be , “Comcast Steps In It Again”, but then no one would want to read that, because that’s old news. No matter how bad things get, Comcast always seems to make them worse, all the while trying to spin it as ‘Comcastic’.

You would think that over time, the lawyers for the firm, if no one else, would get an idea that a careful examination of any releases by the ‘policy formers’ would be mandatory.

But then that would be in the ideal, Comcastic world.

from ZDNet this morning -

Although this post has appeared on April Fools day, this is no joke.

I hate to admit it, I’m a user of Comcast’s services. I just received an absolutely outrageous notice from Comcast with my bill this month.  In this notice, Comcast claims the right to do the following things:

•        Insert cards or other hardware into customer owned equipment. While I expect they mean a customers cable box, the wording allows them to modify computer hardware attached to their network.
•        Send software and or “downloads” to the customer equipment. Install, configure, maintain, inspect and upgrade customer equipment. Once again, I suspect the intention is to allow Comcast to touch customer-owned cable boxes, the rights they assert clearly extend to computers attached to their network.

Here’s the actual wording of their assertion:

For Video and Comcast High-Speed Internet (”HSI”) Customers. You agree that by using the Services, you are enabling and authorizing Comcast, its authorized agents and equipment manufacturers to send code updates to the Comcast Equipment and Customer Equipment, including but not limited to <emphasis is mine> cable modems and digital interactive televisions with CableCARDs, at any time it is determined necessary to do so as part of the Services. Such code updates may change, add or remove features or functionality of any such equipment or the Services.

Although maintaining the right to maintain and update their own equipment seems reasonable.  This assertion of rights to inspect, insert hardware and software, etc. into customer’s own computer equipment goes way beyond what’s reasonable.

Here’s a pointer to the revised customer services agreement for those of the legal persuasion.

Does this seem as outrageous to you as it does to me.  Comcast, I don’t authorize you to go searching through my computer equipment, computer software or make any modifications.  I don’t agree to your update to my agreement.

then this -

10 AM Update

I spoke with a very nice customer service agent about this agreement.  He pleasantly indicated that the intent of the agreement was that Comcast was asserting the right to update their own equipment and software that manages that equipment.  I pointed out that the wording of that agreement is much more broad.  Comcast is asserting the right to install hardware and software in just about anything attached to their network.

When presented with my concern about the overly broad wording of the change to the customer services agreement and that customers had no way to opt out, the representative said customers always had the ability to take their business to another company. “My way or the highway” certainly is not a very customer friendly approach to an honest concern about an overly broad assertion of a supplier’s rights.

The pleasant agent did promise to pass along my concerns to their legal department. He also promised that someone would get back to me with their interpretation of their changes to the customer services agreement.

I’ll let you know what I learn.  After all, I may just be proudly demonstrating both my ignorance and my stupidity. I think not, but then again, I’ve been wrong before.

Both the original part of the letter, and the customer service agent’s response show why the only way that cable companies prosper in this country is by being allowed to have ‘limited monopolies’ where, if you want to take your business elsewhere, it usually involves a move.  Fortunately, many now have a choice with both cable and DSL offered in their neighborhoods, but many I hear from still do not. Comcast, Charter, and their ilk all count on this.

Though there have been many changes mandated to try to achieve a quality, and fair experience for the customer, the companies involved usually subvert things to their own ends. The wording is never quite precise enough, the enforcement never quick enough. So what do we do?

First, kill all the lawyers!

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When you come to a fork in the road, take it.Yogi Berra

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