Comcast is known for many things…regrettably, one of them is terrible customer service.
You may recall what happened last June during what has to be the most infamous example of what not to do on a customer call. Unfortunately for Comcast, that recorded call from the nether-regions of call centers scored coverage by Ryan Block, former editor of tech site Engadget and product developer at AOL.
Did Comcast learn the lesson that it’s all about the customers? Was that a serious question?
Meet Ricardo & Lisa Brown.
These two loyal customers hail from Spokane, Washington. We’ve never met Ricardo nor spoken to him, so we can’t really say whether he deserved the treatment below — but someone at Comcast believed he had something coming. Check out his latest bill:
Evidently, this has been happening for a while, and Lisa tried to call customer service to cancel her bill.
According to consumer advocate and blogger Christopher Elliott, who first reported the story, she was referred to one of the company’s jubilant, sunshine-type “retention specialists,” who followed the company playbook in refusing to take “no” for an answer.
Following what had to be a terse exchange reminiscent of a user-car salesman working for a Christmas bonus, Lisa assumed things were settled…until she got the bill calling her husband a bad name. She tried to call Comcast but got no results. After jumping through some more hoops bound in red tape, she made a breakthrough:
A few minutes later, I received a call from Steve Kipp, Comcast’s vice president of communications for the Washington region.
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” he said. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.”
The latest report follows Comcast’s vain and comical attempts to keep the Browns as customers. But what would you do if this happened to you?
Two years of free cable, anyone?