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July 12, 2006
Comcast - a tale of poor customer service and screwed up management decisions
(Posted by francois to: customer service | worst practices )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)
[Tags: customer service comcast customer satisfaction]
Posted by francois at July 12, 2006 4:29 PM | Bookmark This
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Comments
Glad to read such a nice piece of information.
Posted by: Paul at July 13, 2006 7:27 AM
Comcast has the worst customer service organization in New Jersey. I have taken two 1/2 days off waiting for a technician to show up... NO ONE EVER SHOWED. Every time I called I was told the tech was on his way. Lies..... I was told that someone was going call me today and find out why Comcast cannot do their job. You wait 30 to 40 minutes to call customer service adn hear the recording that Comcast one one priortiy is customer service.... what a joke; they hold you hostage in your home when they give you an appointment and then never follow-through...... they should be fined and put out of business.
Posted by: Sam DiLiberto at January 22, 2007 10:19 PM
