December 31, 2014

No, you shouldn't have to record every call with a customer service rep, but with Comcast, it's not a bad idea:

The latest major Comcast customer service blunder comes to us courtesy of YouTube user Sweetlethargy, who signed up for a promotion with Comcast in which a customer service representative told him that he could lock in a low rate for his service for a full 12 months. When he found his bill unexpectedly increased after only three months, he called Comcast to get an explanation.

A different Comcast customer service rep proceeded to explain that the promotion he signed up for was only supposed to last for three months and not 12. Unfortunately for Comcast, the customer had recorded and saved the call from earlier this year in which the representative clearly explained that the offer would “guarantee that your price wouldn’t change for 12 months.”

Despite this, however, the Comcast rep refused to lower his price back down to his promised monthly rate because the 12-month promotion that Comcast promised him earlier this year apparently never existed. The customer then expressed indignation at the fact that he feels compelled to record every interaction with the company because it’s the only way he’ll have records of all the vastly different things he gets told by different representatives.

“I have the call recorded and I don’t think that should be something the customer has to do — record every interaction with the bills that they’re paying,” he told the Comcast rep at one point.

Watch the full video depicting his call, although be warned that it’s extremely painful to listen to after about 5 minutes.

The customer service rep is either lying, or unaware that Comcast has an "executive resolution center." I only discovered this when I wrote for Huffington Post about the 18 service calls I had in one year that still didn't fix my internet access. They called me! I thought they simply kicked the problem up to a higher level because they couldn't fix it (boy, was I naive!), but it was only a result of writing for a site that gets several million readers a day.

It's been my experience that customer service departments are a helluva lot faster to do the right thing if you talk about your experience on Twitter. Bad news travels fast on Twitter, and companies really do try to help you if they're afraid you'll go viral.

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