In a recent, rather disgusting display of disrespect for a customer who was trying to cancel their Comcast service … we get the “nasty underbelly” of the Comcast brand.
It’s all recorded, and the recording is in this Techdirt piece.
Go listen to it (opens in a new window), but that’s NOT the full reason I wrote this post.
The real reason lies in Comcast’s response (and apology)…
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.
While this response (source) says everything it should in a company sponsored apology, it still feels rather “PR-ish” to me.
I mean, of course they should apologize. I would expect that.
But the generalities that follow that apology, which most companies put forward in light of a situation like this, are what bother me.
Of course this situation is unacceptable, in what service oriented business wouldn’t it be?
Why does the current Comcast culture lead someone to even think of pressing a customer this hard when they are trying to cancel, ever?
They “say” it’s not how they train their representatives, and perhaps it isn’t … but this still happened, and it is rather egregious.
It (their response) feels a little “hand-wavy” to me, and that’s not good enough.
But most of all, there are questions to Comcast’s motivations behind their lobbying efforts in the net neutrality situation currently taking place with Tom Wheeler and the FCC.
And that begs the big question…
Do we really want a media-monolith like Comcast to start “caring” about who gets what speed of service?
Do we want their money, money which paid for “customer service” like in this recording … to decide what is best for OUR Internet?
Bottom line … Comcast serves US, not the other way around. If they want us to pay for their services (and their “Comcast Cares” PR line), perhaps they should stick their nose OUT of our Internet.
Because Comcast’s bottom line (and their archaic business model) is all they really care about.
Until they prove otherwise, I’m leery about giving them any more responsibility.
NOTE: Comcast isn’t the only big company that, in a capitalist society, cares only about its bottom line, but maybe it’s time we show these big companies who the “boss” really is?