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Fri Feb 6, 2015, 01:25 PM

 

Comcast calls customer 'Super Bitch' on bill

Comcast customer service strikes again...

The article is short enough, but in brief, this 63 year old lady stopped getting the Hallmark channel (which she was supposed to be getting), and it took hundreds of calls and 39 technician's visits to fix the problem. Then she gets her next bill and addressed to "Super Bitch". Comcast then pulls the plug on a local news story that was going to air it, since Comcast owned the news network.

Just when you think they can't out do themselves, they find another way.

http://money.cnn.com/2015/02/06/news/companies/comcast-customer-super-bitch/index.html

17 replies, 1796 views

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Arrow 17 replies Author Time Post
Reply Comcast calls customer 'Super Bitch' on bill (Original post)
GummyBearz Feb 2015 OP
sharp_stick Feb 2015 #1
jen1980 Feb 2015 #5
Downwinder Feb 2015 #2
annabanana Feb 2015 #3
shenmue Feb 2015 #4
snooper2 Feb 2015 #6
csziggy Feb 2015 #8
bigwillq Feb 2015 #9
niyad Feb 2015 #10
HappyMe Feb 2015 #15
nichomachus Feb 2015 #7
Lurks Often Feb 2015 #11
Matariki Feb 2015 #13
Lurks Often Feb 2015 #14
HappyMe Feb 2015 #16
Ramses Feb 2015 #12
Bradical79 Feb 2015 #17

Response to GummyBearz (Original post)

Fri Feb 6, 2015, 01:26 PM

1. I'd like to know how their

customer contact executives manage to keep their jobs. A more inept group of idiots probably can't be found.

If I was running Comcast I'd fire everyone responsible for the "retention team" idea and start from scratch.

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Response to sharp_stick (Reply #1)

Fri Feb 6, 2015, 03:04 PM

5. Inept is right!

 

I spent over four hours on the phone with them Tuesday after my boss got cable installed and they didn't tell him the wireless key. It took that long to get someone on the phone that knew how to login to the cable modem. Shouldn't that be something everyone that works in support knows how to do?

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 01:33 PM

2. If she pays the bill, I'd like to see what goes on the

Pay to line. If it is deposited, it is admitted.

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 01:34 PM

3. "Comcast pulls the plug"..

THAT is the scariest part of the story.

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 01:35 PM

4. I hope she sues them

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 03:05 PM

6. Comcast sucks, but the side story should be-

 

Somebody actually complained about not getting the Hallmark channel

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Response to snooper2 (Reply #6)

Fri Feb 6, 2015, 06:16 PM

8. Maybe she was upset that she missed the Kitten Bowl!

I know I would have been - I spent the day & evening switching between Puppy Bowl (Animal Planet), Kitten Bowl (Hallmark Channel) and Fish Bowl (National Geographic Wild). It was more fun for me than anything else I could have done last Sunday. In case you missed them:







Unfortunately, you have to got to NatGeoWild's website to see their Fish Bowl II coverage.

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Response to snooper2 (Reply #6)

Fri Feb 6, 2015, 06:19 PM

9. My Dad loves the Hallmark Channel

 

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Response to snooper2 (Reply #6)

Fri Feb 6, 2015, 08:06 PM

10. some of us actually like the "feel-good" movies--a welcome relief from all the doom and gloom out

there.

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Response to snooper2 (Reply #6)

Sat Feb 7, 2015, 11:57 AM

15. Yeah.

I would call to complain that I did have the Hallmark channel.

This is kind of a crappy thing to do to the customers. Having worked customer service in retail, there were days that I was amazed that I was able to remain professional and not blurt out something rude.

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 03:58 PM

7. She'll probably get an "apology"

After all, they did "apologize" to the customer who got a bill addressed to "Asshole"

http://thehill.com/policy/technology/231124-comcast-apologized-for-calling-customer-profanity-on-bill

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 10:01 PM

11. This why people should be nice to the customer service reps

 

A truly crappy job:
You spend all day answering phone calls from angry people
You get cursed at frequently
You have rarely have any real power to actually make sure things get fixed
The pay isn't great
The hours and days you work can suck
And everybody expects you to be cheerful and pleasant on the phone, especially the customers

I've done customer service for loan applications for mortgages, credit cards & home equity, I've done collections (that really, really sucked!) and health insurance.

Toward the end if the customer called swearing, I'd give them 15-30 seconds to blow off steam, then if they made it personal I gave them one warning that the next they cursed at me I would disconnect the call. Getting the dial tone tended to calm them down some, since they had to start all over from the beginning getting through the automated call system and then explaining things to the next CSR they got.

Polite customers would get the best effort I could make on their behalf, rude customers got the barest minimum of data entry to resolve the call, with no extra effort.


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Response to Lurks Often (Reply #11)

Fri Feb 6, 2015, 10:18 PM

13. No. If someone can't restrain themselves from writing sexist slurs on a customer's bill

they need to not work in customer service. None of those reasons are an excuse. What you did - give them a warning and then disconnect, that's a reasonable way to handle abusive customers.

Besides, you have no way of knowing if she was abusive to the folks she talked to. Although after 39 farking calls I imagine her patience was thin.

What sucks is companies like Comcast putting an army of unhelpful and underpaid employees between their customers and anyone who gives a shit.

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Response to Matariki (Reply #13)

Sat Feb 7, 2015, 11:49 AM

14. Easier said then done

 

and no, I am not condoning whoever changed her account.

In most cases customer service is an entry level job, paying entry level wages. Although to be blunt, some of the people working customer service have likely reached the pinnacle of their career.

We don't always get to pick and choose the jobs we take and CSR is often the first step toward another job in the same company that pays better.

It's easy to say one should be helpful and polite, but spend a couple of years getting yelled and cursed at and you stop making an effort.

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Response to Lurks Often (Reply #14)

Sat Feb 7, 2015, 12:01 PM

16. I'll back you up on that.

People tend to blame a CSR for everything and get pretty abusive in that blame.
Customers are such a delight!

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Response to GummyBearz (Original post)

Fri Feb 6, 2015, 10:06 PM

12. Verizon is worse, if that's possible

 

Believe me, Verizon is an evil fucking company run by sociopaths

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Response to GummyBearz (Original post)

Sat Feb 7, 2015, 12:10 PM

17. I admit, I laughed

 

Not at the lady though, just that they are so cartoonishly awful. Such arrogance to treat your customers that way.

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