Monday, January 3, 2011

Customer Service Fail: Comcast Edition

Customer service for any business is crucial.  Unfortunately, a lot of companies have forgotten that lately.  I'm not going to say that the customer is always right because, well, they're not.  However, if you're running a business, you should at least do what you can (within reason) to make sure that your customer doesn't hate you.

I was tipped off to this one regarding a Comcast customer.  He's been going around and around lately with their customer service/tech support about several hi-def channels that he's paid for but is not receiving.  However, this last rep takes the proverbial cake.  You can read the whole story here, but I also nabbed the screen shots for you.  Check out this nonsense (click the image to see full-size):

"If I cannot help you, no one will!! MWAH HA HA HA HA!!!"

In other words, "Jose" got pissed when the dude asked him to escalate the issue and basically just "hung up" on him.  Really, Jose?  Really??  If you don't know your shit, and it sounds like you don't, pass it on to someone else.  Escalate it to a manager.  Don't get huffy with the customer when he is simply relaying what he's been told in the past and asks to speak to a supervisor.  Now, according to the website he put up, he's not only escalating this with customer retention, but several people who work at Comcast have seen this site and will be investigating the matter personally.  Congrats, Jose!  You may have not only lost your company a customer, but perhaps your own job as well.


  1. That is unacceptable customer service, I'm not sure what the deal is with him escalating the call. And then being down right rude and "hanging up" on you. Not to mention he couldn't spell correctly for a professional setting. As a DISH Network customer and employee I have never seen anything like that before. And on top of that I have never heard of a "device" breaking a receiver, that is just not possible. It's not hard to see why DISH has beaten Comcast is customer service for 10 straight years, not to mention having the most advanced equipment in the industry and well trained technicians if you ever do run across a problem. Have they responded to you about what happened with Jose?

  2. Fabian - This didn't happen to me, but I have been following the updates from the guy that it DID happen to. No word on what happened to Jose, but I did find out that The Bastard's dad may have talked to him one time over the phone and received the same craptacular "service". A little birdie tells me that the customer in this tale is pretty tech-savvy, hence the request to speak with a manager when Jose told him the other electronics around the receiver were causing the problem. The last update on this was on 1/12, but you can get more details at

  3. Cool thanks, I will check that site out.That is just a crazy update, it's still hard to believe that a customer was treated that way, a customer who PAYS a company for service. Mind boggling.