Comcast customer service czar makes first big move: apologies, credits for X1 outages

Marking one of the first high-profile moves under Comcast's (NASDAQ: CMCSA) new "customer experience" czar, Charlie Herrin, the MSO has apologized for technical problems experienced this week by X1 pay-TV customers.

Charlie Herrin, Comcast

Herrin (Source: Comcast)

Comcast also said it will give credits to those who missed their favorite shows because of the outages, which occurred over the weekend and on Wednesday.

"We know some of our customers may have missed their favorite shows off and on over the past few days, and were unable to easily reach our customer care representatives for assistance … and we're really sorry," Herrin said in a Comcast blog post rendered Thursday.

"In the process of upgrading the X1 platform with new services and features, a technical issue arose that caused problems for our customers," he added. "We're working now to identify the customers who were impacted to personally apologize and proactively give them credits which we plan to have out to them within the next two weeks. This issue was our fault and we want to make it right."

The deal-with-it-head-on, mea culpa strategy displayed, at least early on, under Herrin emerges as Comcast is trying to shrug off a three-month period during which several really bad service experiences by the MSO's customers have turned into Internet memes.

The strategy is also coalescing as Comcast seeks regulatory approval for its $45 billion merger with Time Warner Cable (NYSE: TWC).

But, of course, it is a start.

For more:
- read this Comcast corporate blog post

Related links:
Comcast taps product exec Herrin to fill new customer service SVP role
The Verge of obsession? Tech pub ramps up series on Comcast customer service
Fast Wi-Fi, nifty interfaces are nice, Comcast, but customers clearly want better manners
Comcast rep won't let Engadget founder cancel service

Suggested Articles

Media analyst firm MoffettNathanson sees a second wave of cord cutting rising and warns that it could be even more damaging than the first.

Google said there are now over 80% more Android TV monthly active devices than a year ago as demand for content and video apps increases.

Disney’s stake in fuboTV hits the books not long after the company reached a distribution deal with fuboTV.