Customer Service reps don’t have the easiest job. They oftentimes deal with irate customers, routinely need to bit their tongues, and really just end up taking more crap than they probably deserve. There’s one thing that Customer Service reps really can’t do though – take their frustrations out on the customer.
Comcast has been known for having completely horrible customer service. They’ve maybe gotten a bit better recently, but it seems for every step forward, they take two steps backward. A Comcast customer recently shared their most recent Comcast bill on the Internet. This might not seem like that big of a deal, but the customer was probably surprised to see that the name on their account had been changed. Ricardo Brown’s account was no longer listed as Ricardo Brown. It wasn’t changed to his wife Lisa’s name. Nope, Comcast’s Customer Service rep changed the name on the Brown’s account to “A$$hole.”
In Comcast’s defense, the Brown’s were calling to try and cancel their service, and what kind of jerk really wants to do that? Lisa Brown was very surprised by the whole ordeal. She spoke with Christopher Elliott from the Boarding Area Travel Blog:
I asked Brown why a Comcast employee might want to change Ricardo’s name to Asshole.
“I am shocked,” she told me. She explained that her family was having financial difficulties and needed to reduce their cable bill. She’d called Comcast to cancel the cable portion of her account, for which she had to pay a $60 fee. Instead of complying immediately, a representative escalated her call to a retention specialist, who tried to persuade her to keep the cable service and sign a new two-year contract.
“I was never rude,” she says. “It could have been that person was upset because I didn’t take the offer.”
I mean really…you must be an a$$hole not to sign up for two more years of a cable contract that you can’t afford. For their part, Comcast has released a statement, and they’re clearly shocked and appalled:
“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.”
For their troubles, Comcast has offered the Browns a deal. They’ve refunded the last two years of service, and will provide two additional years of service at no charge.
What are some of the worst customer service foibles you’ve endured? Have you had any particularly bad experiences with Comcast or any other company? Let us know in the comments or on Google+, Facebook, or Twitter.Source: Boarding Area
Featured Image Courtesy of Forbes