We’ve all had our battles with utility companies. Comcast is one of the largest cable, internet and phone companies in the U.S. and many customers of the cable giant have had disputes with the customer service representatives about billing, service and other issues. Such is the case for Ricardo and Lisa Brown of Spokane, Washington.
Customers typically phone the customer service department of Comcast and the representative goes through their bill with them to fix the problem. But after Richardo and Lisa got off the phone with Comcast, they received a bill only to find the name Ricardo Brown changed to “A**hole Brown.”
It’s tough enough when you see your husband’s name changed to profanity on your bill, but when Lisa Brown attempted to correct the name through Comcast, she ran into further difficulties. Lisa went to a consumer advocacy writer by the name Christopher Elliott of the Washington Post, USA Today and other media outlets. Elliott reported the Brown’s case in Elliott.org.
Lisa discussed the problem with Elliott, stating her family was suffering through some financial difficulties, as most Americans are. She attempted to call Comcast to remove the cable services from her account and was charged $60 to do so. The first representative of Comcast customer service transferred her to a specialist who tried to talk Lisa into signing a new two-year contract to keep the cable going in her home.
Lisa told Elliott:
I am shocked. I was never rude. It could have been that person was upset because I didn’t take the offer.
Elliott spoke with Comcast’s vice president of communications in the state of Washington who said they had talked with the customer and had apologized for the “unacceptable and inappropriate” name change. Kipp went on to say:
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.
The Brown’s aren’t the only customers who are unhappy with Comcast’s customer service. CBSNews.com has previously reported how one customer was kept on the phone for three hours while their service was cancelled.
Eugene customers are writing some not-so-good reviews about the Philadelphia-based company too. One states she remained on the phone for an hour to report her cable boxes had been shutting off on their own. Another claims she has tried to resolve an Internet connection issue for over a month, with no success. Many complain their call is sent to people who do not speak fluent English. Although customers are full of complaints about services, equipment and customer service, nobody has stated the use of profanity on a bill was an issue.
With all the bad reviews and hosts of comments written about the customer service, it would be in Comcast’s best interest to fix these issues. Everyone knows you can’t please all of your customers, as some people tend to want everything for nothing, but is Comcast willing to improve or are they simply going to continue sucking in money without genuinely caring about customers?
UPDATE: Linda Brown contacted Elliott.org to let him know that she was refunded two years worth of services from her bill. Do you feel this was overkill for the incident or should they have received more?