Post Merger-Failure, Comcast Still Dedicated To Treating Customers Like Shit
from the comcastic dept
Look, you don’t get to be the best at something without being fully committed to it. Sports, science, doing that thing where you make farty noises using your armpits to gross your mom out, all of them require not just talent, but the kind of dedication it takes to put in the work to being the best. Comcast has that dedication. You might have thought that after its abysmal customer service record helped torpedo its merger with Time Warner, discouragement would have set in. And maybe if customer after customer after customer publicly lambasted Comcast for doing what it does best, that the company would have been forlorn and simply given up.
Well, you’d be wrong. Being the best at pooping on your customers isn’t something Comcast is willing to give up on. This was most recently evidenced when the company simply took the email address of one customer and gave it to a new customer of the same name, and only corrected the mistake once the news got involved.
In April, another Kathleen Cox, who lives in Michigan, signed up for a Comcast account. The company took the Florida’s Kathleen Cox’s e-mail account and gave it to the woman in Michigan.
“It has been crazy,” said Cox. “It is frustrating that’s what it is.”
It means all of her e-mail contact information went away, but it also resulted in Cox getting the other woman’s bill.
“Your bank, your doctor, everybody you know that had your email address for 13 years,” said Cox. “All gone.”
Keep in mind, Kathleen Cox the Florida edition is a current customer. No matter, new customer means — yoink! — there goes the email address you’ve been using for a decade. But, hey, mistakes happen, especially when you’re a Comcast customer, so let’s give our friends there a chance. I’m sure the company was johnny-on-the-spot in helping get this resolved, right?
The problem apparently wasn’t fixed until the news station got involved. “Everyone says ‘within 24-72 hours,’ and nothing happens,” Cox told First Coast News. Cox said she spoke to 18 Comcast agents who promised to fix the problem. It took “more than a month” to finally get it solved, according to the report.
It’s starting to look like the only way to get a customer service issue successfully resolved with Comcast at this point is to involve someone in the media. For Florida Cox to be promised a resolution in a few days and have it take a month, all the while she’s missing out on emails sent to her in a time when email is perhaps the primary method for communication throughout the day, has to be immensely frustrating. I imagine the folks at Comcast, who have in the past been willing to do a mea culpa, must have their tails between their legs.
“We have apologized to Ms. Cox for the inconvenience and frustration this has caused her. Our customer care has worked with her to resolve the issue,” Comcast told the station.
Just another win for customer service, I guess. In the meantime, all the Joe Smiths out there probably want to go with a different email service.