WoofieInPC Premium Member join:2009-04-04 Panama City, FL
1 recommendation |
[CustSvc] Comcast changes customer's name to A**Hole BrownWow, guess I need to check my statement! » consumerist.com/2015/01/ ··· y-sorry/ |
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Looks like Comcast is going to have to change its name to Cox.....only spelled differently. |
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Jim721 join:2014-07-31 Belleville, MI |
to WoofieInPC
All i can say to this is WOW way to go comcast.. Now i deny your merger with TWC. |
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noc007 join:2002-06-18 Cumming, GA |
to WoofieInPC
I wouldn't be surprised this is a result of the upsale requirements they put on their CSRs. I wouldn't be surprised that the rep in retentions wasn't meeting the mandatory "save" quota. Definitely not the appropriate method to vent their frustration, but I can see how someone could be driven to this.
Perhaps if they talked with the employee on why they did this, actually listened, and took action on not driving their reps to the edge of sanity, they might have less of these embarrassing things in the media. |
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JJ Johnson Premium Member join:2001-08-25 Fort Collins, CO |
to WoofieInPC
I like the "Comcast" did this angle. Yeah, it sounds very much like the results of an upper management move.
Or... some frustrated CSR who probably no longer has a job. |
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lorennerol Premium Member join:2003-10-29 Seattle, WA |
said by JJ Johnson:I like the "Comcast" did this angle. Yeah, it sounds very much like the results of an upper management move. I like your "It only counts as something Comcast does if it's done by upper management" angle. Never mind those pesky 99% of their employees who are in that group. |
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JJ Johnson Premium Member join:2001-08-25 Fort Collins, CO |
Never mind that 99.999% of those employees would never think of doing something so dumb. This was a bad decision made by _one_ employee. |
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JohnInSJ Premium Member join:2003-09-22 Aptos, CA |
to WoofieInPC
Wow that must have been one hell of an a hole customer. |
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lorennerol Premium Member join:2003-10-29 Seattle, WA
1 recommendation |
to JJ Johnson
How many bad decisions made by one employee does it take before it's clear there is an institutional problem for which "upper management" is clearly responsible? |
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JJ Johnson Premium Member join:2001-08-25 Fort Collins, CO |
said by lorennerol:How many bad decisions made by one employee does it take before it's clear there is an institutional problem for which "upper management" is clearly responsible? For many people, the obvious answer is one. |
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lorennerol Premium Member join:2003-10-29 Seattle, WA |
Yeah. Except it's a whole lot more than one incident now, isn't it. All of them, combined with some really scummy behavior like adding side-channel WiFi networks to customer modems and not telling them or giving them a way to turn it off, a call NOT made by a 99% employee, doesn't really help make up for those dozens of issues with those 99% employees, eh? |
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to JJ Johnson
I am sounding like a broken record...It just keeps getting worse and may never hit rock bottom. |
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KearnstdSpace Elf Premium Member join:2002-01-22 Mullica Hill, NJ
1 recommendation |
to WoofieInPC
Metrics the enemy of customer service people everywhere. Imaginary numbers dreamed up by people who have never worked a front line job in their lives. Likely MBAs who think they know how customer support actually works. |
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Anon235
Anon
2015-Jan-29 8:03 pm
It would be great if they released the audio of the interaction. Maybe the poor employee was just pushed to the breaking point by an over the top customer and reacted - inappropriately - But you know if the shoe fits ..wear it |
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Devious Premium Member join:2002-08-22 Seattle, WA |
to WoofieInPC
Considering the account is past due from last month.... |
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lorennerol Premium Member join:2003-10-29 Seattle, WA |
said by Devious:Considering the account is past due from last month.... Totally. So every time they are late for an on-site appointment we get to change the tech's name, right? Or is it the CEO's name we change? Maybe we just have them change our name again. |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
4 recommendations |
to Devious
said by Devious:Considering the account is past due from last month.... Whether the account is past due or if the customer was obnoxious, there is NO excuse for that. Working in customer service means dealing with ALL sorts of customers. Don't like some customers ? Get another job or learn to be a grown-up. Comcast is "sorry" about this. Yeah - sorry they got caught - again . If those CSRs can do unauthorized name changes, wonder what OTHER "accidental on purpose" things they have done ? |
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camperjust visiting this planet Premium Member join:2010-03-21 Bethel, CT |
to Kearnstd
said by Kearnstd:Metrics the enemy of customer service people everywhere. Imaginary numbers dreamed up by people who have never worked a front line job in their lives.   "Whatever is measured is optimized." |
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camper |
to FureverFurry
said by FureverFurry:If those CSRs can do unauthorized name changes, wonder what OTHER "accidental on purpose" things they have done ?   The crux of my concern. |
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RoboticsSee You On The Dark Side Premium Member join:2003-10-23 Louisa, VA |
to FureverFurry
I know of one...add equipment onto your account that you don't have. This has happened to me just this month. It says I have 4 boxes (I only have had two since 2002), and 6 remotes, (Ive only had two since 2002), and 2 digital boxes (I have none). Six remotes?? lol Someone had to of added all this crap onto my acct. Don't think their system can do that without human intervention. |
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camperjust visiting this planet Premium Member join:2010-03-21 Bethel, CT |
camper
Premium Member
2015-Jan-30 12:06 pm
said by Robotics: ...Someone had to of added all this crap onto myacct. ...   A rep was probably behind on the upsell quota, so you "upgraded" your service. |
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to WoofieInPC
Honestly, this was an hourly paid rep who didn't care... Shouldn't reflect bad on Comcast. I'm not defending Comcast, I've worked helpdesk before and if they could audit half the stuff we did on helpdesk back in the day.. I'd probably be banned from being in the computer industry...
Also, comcast was quick rectifying it with the customer. Refunded 2 years of payment AND gave them another 2 years free?? I'd say even steven. |
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WoofieInPC Premium Member join:2009-04-04 Panama City, FL |
said by cgcarter1:Also, comcast was quick rectifying it with the customer. I'm not sure how "quick" they were... "She says she tried to get some sort of explanation and to have her name changed back, but neither the local nor regional Comcast offices were any help." |
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camperjust visiting this planet Premium Member join:2010-03-21 Bethel, CT |
camper
Premium Member
2015-Jan-30 2:37 pm
  To my eyes, it appeared that Comcast's rectification became "quick" only after the name change started to become yet another public embarrassment. |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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to WoofieInPC
said by WoofieInPC:I'm not sure how "quick" they were... "She says she tried to get some sort of explanation and to have her name changed back, but neither the local nor regional Comcast offices were of any help." Yeah ! The fact that neither the local nor regional offices were of any help speaks volumes about the "care" Comcast has for it's valued customers. The monetary reimbursement (fairly decent) still does not atone for the act of the ILLEGAL name change or the efforts the customer had to go to in order to get it made right. Comcast is sorry. Sorry they got caught is all. And where is the verbose and requisite "we've made changes to ensure this won't happen again" ? |
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train_wreckslow this bird down join:2013-10-04 Antioch, TN Cisco ASA 5506 Cisco DPC3939
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to cgcarter1
said by cgcarter1:Also, comcast was quick rectifying it with the customer After it blew up in the media. Wonder how many times this happens to normal folks, and it gets swept under the rug? |
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NetFixerFrom My Cold Dead Hands Premium Member join:2004-06-24 The Boro Netgear CM500 Pace 5268AC TRENDnet TEW-829DRU
1 recommendation |
to FureverFurry
said by FureverFurry:If those CSRs can do unauthorized name changes, wonder what OTHER "accidental on purpose" things they have done ? Perhaps change your personally owned modem into a "LEASEDMODEM"?
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Bovan
Anon
2015-Jan-31 1:19 am
"The woman, whose name is not Whore, said she had to speak with at least 20 Comcast staffers over the course of several weeks before her account was finally fixed. " » consumerist.com/2015/01/ ··· d-dummy/ |
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rody_44 Premium Member join:2004-02-20 Quakertown, PA |
to WoofieInPC
Comcast knows who and when any change of account info is made. Im guessing it was someone on the last day of the job. |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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to NetFixer
Ughh. Sympathies. I had "heard" that when one calls in, a poorly trained CSR will dabble with some screen and either tick/untick the box denoting customer-owned equipment. Or maybe they get a kickback .... . Kidding (I hope). |
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