Comcast's history of poor customer service is no secret, but this latest incident takes the cake.
Widely regarded as the worst company in the U.S., Comcast is infamously difficult and stingy when it comes to disconnecting cable or Internet. But it stooped lower than its already sub-par standards when subscribers – a couple named Lisa and Ricardo Brown – called to cancel their $60 monthly cable service due to financial difficulties.
Instead of complying with Lisa's request, Comcast forwarded her call to their retention specialist, who tried to get her to sign a new two-year contract. When she insisted on canceling her cable service, she got her wish but the customer rep dealing her changed her husband's name in Comcast's records from Ricardo to "A**hole."
From then on, all future bills sent to the Brown residence were addressed to a certain Mr. A**hole Brown instead of Ricardo. To their credit, the Browns didn't lose their mind over the incident like most others would. Lisa visited the local Comcast offices in Spokane, Washington, and even talked to some of the company's officers to stop them from insulting her family in every month's bill, but nothing happened. Surprise, surprise!
That's when she contacted blogger Christopher Elliot, who after verifying her version of the story exposed Comcast's disrespectful ways for the world to read. The blog post lit a fire under Comcast, whose local vice president of communications then immediately contacted Elliot with the news:
“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.”
But Lisa wouldn't accept just an apology. She was now seeking a full refund of two years’ worth of cable bills for the humiliation Comcast had caused to her family. And such was the company's desire to avoid another PR disaster that a bit of negotiations later it caved and gave the Browns what they wanted. It shows that Comcast would go to any length to avoid a negative headline, but the question remains, why wouldn't it put its house in order so that embarrassments like these don't occur in the first place?