Comcast calls customer 'Super Bitch' on bill

[GummyBearz]

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

[sharp_stick]

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.

[jen1980]

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?

[Downwinder]

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.

[annabanana]

3. "Comcast pulls the plug"..

THAT is the scariest part of the story.

[shenmue]

4. I hope she sues them

[snooper2]

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

Somebody actually complained about not getting the Hallmark channel

[csziggy]

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.

[bigwillq]

9. My Dad loves the Hallmark Channel

[niyad]

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

there.

[HappyMe]

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.

[nichomachus]

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

[Lurks Often]

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.

[Matariki]

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.

[Lurks Often]

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.

[HappyMe]

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!

[Ramses]

12. Verizon is worse, if that's possible

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

[Bradical79]

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.