As Comcast (NASDAQ: CMCSA) earnestly tries to repair its tattered customer service image, news has come that a subscriber retention rep changed the first name of a Spokane, Wash., customer to "A-hole" in the company's computer system after the subscriber's wife tried to cancel the service.
 |
|
Detail of the altered name on Ricardo Brown's Comcast bill. (Source: elliott.org) |
Lisa and Ricardo Brown discovered this when they received an $88.71 bill for Comcast TV and broadband service headlined with the name "A-hole Brown." (Edited by us for content.)
"I was never rude," Lisa Brown told blogger Christopher Elliot, who originally broke this story.
Comcast spokesman Steve Kipp confirmed the Browns' story to Wired and delivered the kind of mea culpa that is starting to wear all too thin under company customer service czar Charlie Herrin, who was ostensibly promoted last year to stop this kind of madness, not just keep apologizing for it.
"We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change," Kipp 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 more:
- read this Gizmodo story
- read this Wired story
Related links:
Bad timing? TWC tops in Better Business Bureau complaints in Charlotte
Comcast's Smit: 'Customer service will be one of our best products'
Comcast's summer of bad customer service
Fast Wi-Fi, nifty interfaces are nice, Comcast, but customers clearly want better manners