I have friends and relatives who experienced problems with their Internet company. Let's call that company something interesting, like Comcast.
Each called Comcast to sort it out. It was hard sorting it out.
The Comcast customer service rep didn't seem to care.
One argued for days that Comcast was throttling back his speeds. No, we aren't, they replied. Yes, you are, he insisted. They finally admitted, oh, you're right. We accidentally throttled back your speeds. He wanted a credit for his issues. It had been days. I've been inconvenienced. You didn't live up to the agreement. We can't do that, they told him. Well, I'm going to quit, then. Go ahead, they replied. Would you like to complete a customer satisfaction survey?
I am not making that up.
The other two actually terminated their service with Comcast, one immediately, the other after skirmishing for a few months. Guess who called a month later, asking what it will take to get them back and offering deals? If you guessed, Comcast, reward yourself with something nice, like a Hershey Kiss, or a new car or a trip somewhere. You deserve it.
Two of the three are in their fifties and the third is in their upper forties in age. All were amazed by the representatives' attitude. This seemed so contrary to the many, many, many years of customer service experiences where the customer service was actually trying to help you. Each reflected that they're not surprised, customer service is getting worse, in their opinion. I could have fed their fires regaling them with my tales of frustration but they needed none, from Comcast to smart phone contracts to airline travel, but that was unnecessary. I just listened and laughed, as they were funny, the way they related their tales and amazement.
I'm not aware if this is a trend. As far as I know, these are just three anecdotes about Comcast customer service that began as conversations about Internet issues. Were they indicative of a greater problem? I don't know. I just think it's odd, startling in its coincidence, that I learn about this from people in three different parts of the country, on three different days, information each gave without prompting, because their experiences left legacies of frustration and exasperation.
In other words, I'm just saying.
Causes Michael Seidel Supports
Kiva, Women's International League for Peace and Freedom, Propublica.org, Doctors Without Borders, GreaterGood.com