Comcast changes customer's name to "Asshole"; refuses to fix

[Trekker4747]

As more of these come out it's seeming more and more likely these are happening from un-corrected changes made to accounts for trainig purposes. Usually when training they'll use actual accounts so new staff can learn how to use the software. One of the steps is probably entering a place-holder name or just changing the name period. At the end of the session they're probably supposed to undo changes or restore the original ones, somehow these names are sticking in the shuffle. I've heard stories of people having more tangable changes, services changing, due to this.

It seems unlikely there are that many in Comcasts CSRs who're making spiteful changes during customer interaction -especially in cases where there's been no recent contact- and that these are training changes that are sticking.

 

[tharpdevenport]

Maybe, but Comcast isn't the only big cable/internet provider and I can't recall seeing one-after-another stories from the others. Wouldn't they do something similar if not identical that can make the same mistakes?

 

[Mr. Laser Beam]

As more of these come out it's seeming more and more likely these are happening from un-corrected changes made to accounts for trainig purposes.

And it just so happens that these "training" mistakes pop up at many of the same times when a customer calls in to complain? Nah. Not buying it. There are coincidences in this world, but not this time.

The simple fact is, Comcast gets away with this shit because they can. Because so many cities have no alternative. Customers have to suck it up... because where they live, Comcast has no competition, and thus customers have to deal with whatever Comcast deals out. Either that, or go without internet and cable.

If it was just this one isolated incident, I might be inclined to give Comcast the benefit of the doubt, but there is a pattern of customer abuse going on here.

And Trekker, you were the one who just posted this, after all...

Thing is, Comcast has a pretty strong history with this. When the customer called in to cancel his service he was sent to one of their "retention representatives" whose job it is to basically brow-beat you into not canceling/changing your service. There's an infamous recorded call of a customer trying to do just this while getting pestered by the CRR on why he's dropping his service when Comcast offers the best/fastest/most/cheapest/whatever and the customer remains insistent to just cancel the service. The recording picks up many minutes into the call after the male customer took over the call from his frustrated wife.

That's what happened here, the customer called to cancel his service, he was shunted to one of these retention people who probably would not let the guy go without a fight. The customer at this point frustrated beyond belief probably got lippy, snarky or rude before the call ended and the CRR changed the name on the file.

Now, we can't blame the retention representative here as he's under a lot of pressure from his bosses to keep as many customers as he can and sees a lack of bonuses, pay or other work hassles if he doesn't keep his percentages but it's little excuse to make such a change on the customer's bill.

It's an endemic problem with the entire industry.

So which is it? Whose side are you on, then?

 

[Owain Taggart]

As more of these come out it's seeming more and more likely these are happening from un-corrected changes made to accounts for trainig purposes.

I dunno. I could maybe see it once, but twice and maybe many more? It starts to look like Comcast needs to reign in their CSRs. We often hear about customers being unreasonable, but in this case, I think it's the CSR in the wrong here and creating their own problem.

 

[PurpleBuddha]

As more of these come out it's seeming more and more likely these are happening from un-corrected changes made to accounts for trainig purposes. Usually when training they'll use actual accounts so new staff can learn how to use the software. One of the steps is probably entering a place-holder name or just changing the name period. At the end of the session they're probably supposed to undo changes or restore the original ones, somehow these names are sticking in the shuffle. I've heard stories of people having more tangable changes, services changing, due to this.

It seems unlikely there are that many in Comcasts CSRs who're making spiteful changes during customer interaction -especially in cases where there's been no recent contact- and that these are training changes that are sticking.

So you think in training sessions they are showing the class how to change a customer name to Super Bitch or Asshole, and this is somehow better than a disgruntled employee doing it?