A couple in Spokane, Washington got a bill after having an argument with a customer service representative from cable and internet provider Comcast – and on the bill that Ricardo and Lisa Brown received, his name appeared as “A**hole Brown.” Epic Fail!
Here’s a close up of the bill:
When Lisa Brown tried to get the profanity removed, she also met with resistance.
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Comcast’s vice president of communications for the Washington region, Steve Kipp, made the following statement:
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change…We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.”
The Browns have received a two year refund from Comcast.
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Read Comcast corporate’s has extended statement on the matter…
Here’s Comcast corporate’s has extended statement on the matter…
It’s a privilege to have customers use our products and to have them invite us into their homes. Each and every customer deserves to be treated with respect, and in a recent situation with a customer in Spokane that clearly didn’t happen.
We have apologized to our customer for this unacceptable situation and addressed it directly with the employee who will no longer be working on behalf of Comcast. We’re also looking at a number of technical solutions that would prevent it from happening moving forward.
We took this opportunity to reinforce with each employee just how important respect is to our culture. In every interaction we have with a customer, we need to show them respect, patience, and enthusiasm to provide them with an excellent experience.
The culture of a company is the collective habits of its people – we have great people at Comcast and we need to treat customers with the respect they deserve. Respect is not just how we speak with customers, but also respect for their time and making it much easier for them to interact with us … whether it’s solving a problem, ordering service or simply asking a question.
We’re working hard to transform the customer experience and all of our employees play an important role in making that happen. We’ll take every opportunity to learn from our mistakes and fix issues to make their experience better.
Good response or corporate BS?