There’s good news and bad news in Comcast’s alleged mission to improve its worst-in-America customer service. Good: You might actually get a refund after they bill you for equipment you’ve already returned. Bad: You’ll have to sign an agreement never to tell anyone that Comcast overcharged you in the first place.
An 83-year-old Los Angeles man couldn’t believe the bills AT&T kept sending him for his simple landline phone account—more than $24,000 over two months. But the company insisted he had to pay it, even though it seemed impossible that dialing up to AOL—the only thing he really used the line for—could cost that much.
Gothamist reports on the harrowing tale of a woman who got in an Uber and took the “car ride from Hell” to get from Williamsburg to Midtown East, after which she had to dispute a $12,000 bill for her trouble. Sure, surge pricing was in effect, but she didn’t know it was going to be platinum surge pricing.
This morning, a tipster sent us a local Dallas news story about a bride who is upset that her wedding invitations were delivered with the wrong kind of doilies. The tipster suggested that Gawker "make fun" of this bride, who was so distressed by the mixup that she turned to her local ABC affiliate to air her grievances.
Frances Wilson, a 79-year-old woman living in Albuquerque, N.M., on a fixed social security income, accidentally mailed her rent check to Comcast along with her monthly cable bill. It should've been an easy mistake to correct, given that the check wasn't made out to Comcast, but the two-time Worst Company in America has a knack for complicating things.
Comcast allegedly pulled strings to get one of their customers fired from his job at a prestigious accounting firm after he complained about billing issues and false charges. The former Comcast customer, identified only as "Conal," told his story to Consumerist, the site whose readers have named Comcast "the worst company in America" two years running.
Two recent high-profile calls to Comcast customer service—one where a rep kept a couple stuck in a verbal loop for 20 minutes as they desperately tried to disconnect their service, and one where the company only reversed fraudulent fees because the customer recorded the call—have opened the floodgates of evidence that your only choice for cable service doesn't give a shit about you.
If last month's Comcast customer service débâcle, where a "rep from hell" kept Ryan Block and his wife on the phone for 20 minutes while they desperately tried to cancel their service, didn't convince you to record all your customer service calls, this new one just might. As Virgil said to Dante, let us descend now into even greater woe.
Comcast COO Dave Watson has admitted that company policy was at least as much to blame for the customer service call from hell as the sad, desperate employee heard on the recording. As Watson wrote in a memo, that customer retention rep was only doing what he was trained to do. But what was he trained to do, exactly?
Listening to the customer call heard around the world, it's hard not to sympathize with both parties. Ryan Block, the caller, just wanted to disconnect his cable service, but the nameless Comcast rep on the other end was only doing what he was trained to do: break customers down, bit by bit, until they crawl back into the company's welcoming arms.