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