Don't call your customers a**holes.

By
Real Estate Agent with Jameson Sotheby's International Realty

Ricardo and Lisa Brown found themselves in a tight financial spot, and as part of their austerity plan they decided to drop their cable service.

Lisa called Comcast, their local provider, to cancel the cable portion of service.  Their call, predictably, was escalated to retention.  Retention is the part of the company that tries to talk clients out of leaving.  Not a bad idea, as it's much easier to hold on to an existing client, than it is to pay for marketing to find a new client.

The retention specialist tried to talk her into keeping the cable service, and in fact, signing a new 2-year contract.  Lisa politely declined, and that was that... or so she thought.

Her next bill, for the services that Comcast was still providing, had changed the customer's name from Lisa Brown to A**hole brown (and they didn't have the decency to put two asterisks).  Lisa was surprised, to say the least.  "I was never rude", she said... "It could have been that person was upset because I didn't take the offer."

Now, we know that sometimes when talking to customer service representative... they might think want to call us a name... they might think that we're mean, and want to swear... but they usually hold back.  Even when the customer gets angry and abusive.

Comcast has since apologized, saying "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."

But, the damage, has been done.

 

UPDATE:

I guess Comcast isn't done insulting it's customers.  I just saw this post on AOL, today:

http://www.aol.com/article/2015/02/05/comcast-customer-in-chicago-area-receives-bill-addressed-to-sup/21139492/?cps=gravity_1967_-637049284331431347

 

Posted by

 ALAN MAY, Realtor®   
Specializing in Evanston Real Estate and North Shore Real Estate

Coldwell Banker Residential Real Estate, 1710 Central Street, Evanston, IL 60201
847.425.3779      Cell: 847.924.3313      Email: Almay@aol.com

Evanston Real Estate & North Shore Real Estate
Licensed in Illinois

   

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Rainmaker
1,317,551
Joan Whitebook
BHG The Masiello Group - Nashua, NH
Consumer Focused Real Estate Services

Alan - I guess they will be getting comcast free for at least another year!

Jan 29, 2015 11:48 AM #12
Rainmaker
122,758
Joy Baker
RE/MAX Insight - Salem, NH
So NH RE & Short Sale Specialist

I disagree.  You can certainly call your customer an a**hole, just don't be stupid enough to say it where you can be overheard and, definitely, don't put it in writing!

Jan 29, 2015 11:55 AM #13
Rainmaker
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Pete Xavier
Investments to Luxury - Pacific Palisades, CA
Outstanding Agent Referrals-Nationwide

Rude and crude, damage is done. Should of sold my CMCSA (Comcast)stock before it tanked the last couple days, damage...$thousands. I'd rather have been called a name.

Jan 29, 2015 11:55 AM #14
Rainmaker
1,560,731
Carla Muss-Jacobs, RETIRED
RETIRED / State License is Inactive - Portland, OR

Oh, not good, not good at all.  All the bad publicity over this was sure not worth it for them.  I hope they didn't retain that specialist!

Jan 29, 2015 12:09 PM #15
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Tammy Lankford,
Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA
Broker GA Lake Sinclair/Eatonton/Milledgeville

I have no words, like seriously no words.  I think your offer of a year of free services is the least they can do.

Jan 29, 2015 12:14 PM #16
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Alan May
Jameson Sotheby's International Realty - Evanston, IL
Helping you find your way home.

Tom - unbelievable, indeed.

Kathy - a few months wouldn't cut it for me.

Kathleen - word count, don't they?

Liz & Bill - ruh, roh, indeed.

Silvia - and I can't imagine that I'm the only one spreading the word.

Joan - that would be the minimum I would offer them.

Joy - definitely don't put it in writing... but no, you can't call them an a**hole, at least not without reprucussions.

Pete X - Oh, I doubt this will cost them much at all.

Carla - it sure weren't worth it.

Tammy - agreed... and for their full services... not just the cable.

Jan 29, 2015 12:15 PM #17
Rainmaker
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Catherine Ulrey
Keller Williams Capital City - Salem, OR
Equestrian and Acreage Property Specialist

Wow, I can not believe they printed that on her bill!

Jan 29, 2015 01:25 PM #18
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Paul S. Henderson, REALTOR®, CRS
RE/MAX Northwest. - Tacoma, WA
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Alan May Can you believe a multi-billion dollar company would treat their bread and butter this way? Now that's food poisoning...

Jan 29, 2015 02:46 PM #19
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William Johnson
Retired - La Jolla, CA
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Hi Allen, That is nothing short of stunning. Where are all those darn trial lawyers when you need one, LOL 

Jan 29, 2015 03:25 PM #20
Rainmaker
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Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

Alan, I had one of their reps tell me my problem was the TV even after I told them the TV worked at another connection. Then the supervisor told me that was impossible. Comlast does have a service problem, but seldom a billing problem unless it is in their favor! Enjoy your day!

Jan 29, 2015 06:58 PM #21
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Ed Silva
RE/MAX Professionals, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

At the very least, the settlement will allow them to pay a few bills as well a sign up for Dish

Jan 29, 2015 09:38 PM #22
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Lenn Harley
Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA
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This is also an example of the horrors sometimes associated with
"bundling" of services.

When one provider provides more than one service, TV, cable, etc. all are at risk.

WE'RE DOOMED.

Jan 29, 2015 10:00 PM #23
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Alan May
Jameson Sotheby's International Realty - Evanston, IL
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Catherine - i know... crazy, huh?

Paul - it's truly unbelievable.

William - I think all the lawyers are busy filing frivolous suits.

Wayne - very dificult to diagnose over the phone.

Ed - you got that right.

Lenn - that's one of the reasons I don't have my telephone bundled with my broadband... if one is out, the other still works.

Jan 29, 2015 10:35 PM #24
Rainmaker
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Dianne Goode
Raleigh Cary Realty - Raleigh, NC
Realtor/Broker

Oh well, I consider it a rare honest confirmation of the attitude that Comcast's customers have suspected it had toward its customers!  But I wanted to commend you for finding an appropriate graphic with which to illlustrate your blog  : )

Jan 30, 2015 02:34 AM #25
Rainmaker
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Troy Erickson AZ Realtor (602) 295-6807
Good Company Real Estate www.ChandlerRealEstate.weebly.com - Chandler, AZ
Your Chandler, Ahwatukee, and East Valley Realtor

Alan - Now that is funny and ridiculous all at the same time. I have had nothing but issues with my internet and cable provider, but from what I can tell, they are all the same so it doesn't matter who you go with. Hopefully the Browns can get free service for their inconvenience.

Jan 30, 2015 06:05 AM #26
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Alan May
Jameson Sotheby's International Realty - Evanston, IL
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Dianne - I searched high and low for that ass.

Troy - unfortunately you're right... there's bad, and there's worse, and then worse-er.  There ain't no good.

Jan 31, 2015 12:03 AM #27
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Patricia Kennedy
RLAH Real Estate - Washington, DC
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Yeah, when I read this one I thought that a year (at least) of free service was called for.  Sort of what airlines often do when they screw up - especially for oversold flights.

Jan 31, 2015 05:24 PM #28
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Jon Zolsky, Daytona Beach, FL
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Alan - wow, this tops everything. It is both funny and sad, I have AT&T and moved from the condo, so I called and stopped, and 7 months later they still kept charging my credit card. And every time you call, they are apologetic, and say that now it is all fixed, and from now on there willbe no more bills, and then they come again. Guess a**hole was written everywhere it was possible :)

Feb 01, 2015 12:59 PM #29
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Alan May
Jameson Sotheby's International Realty - Evanston, IL
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Patricia - and they should have done it immediately... that might have held off on the bad PR.

Jon - it's amazing, isn't it?

Feb 01, 2015 11:05 PM #30
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Alan May
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