So a guy has problems with his cable modem and spends time in Comcast’s online customer service hell (he also happens to be the biggest champion for the movie snakes on a plane, even though the movie makers newer acknowledged that). Then Comcasts decides to send a technician out to have the modem swapped out. When the technician calls Comcast to activate the modem, he ends up in the same customer service hell hole as most customers end up in and spends an hour on hold – and falls asleep on the customer’s couch. The customer videotapes the incident and puts it on YouTube. Next thing you know it gets picked up by mainstream media outfits like the NYT, Forbes, and even airs on MSNBC’s “Countdown” program, just to name a few. More than 300,000 people view the video on YouTube.
Another good customer service story – right? This must have been a great wake-up call for Comcast management to start fixing their problems…
What do you think happened next?
Comcast FIRED the technician!
…now talk about a wrong-headed management decision.
What do you think?
(For more info – check out Mary Schmidt’s blog)