This story would be funny, if it weren’t true. My friend had to cancel her plans to come see me the other day because she was waiting for Comcast Cable to arrive. If that was not bad enough, she had spent 5 hours on the phone with a woman from India over the weekend and an additional few hours trying to work out an e-mail problem that clearly was not hers.
When the 19 year old rep finally arrived, he did so with mud caked on his boots. My friend asked him to remove his shoes before walking on her newly cleaned carpet. He refused saying it was against company regs and proceeded to track mud through her house as he rambled something under his lips.
We have all been there. Waiting hours for Comcast to arrive only to try and convince us the problem is ours and not theirs. But here is the kicker. How many of us have actually had a technician call us a Fu***** Bit** to our faces? This is exactly what happened to my friend.
I’m enraged and I wasn’t even there. I told her she needed to shoot a letter to the President of Comcast. She just looked at me and asked, “Why?” You see she already knows that he doesn’t give a crap. No where on the site can you even find his name, never mind his contact information. So my friend, you know the Fu***** Bit** (oh heck, you can just refer to her as the FB) will now tell everyone she knows about the lovely service she has received from this company. And I will do the same and hopefully you will do so as well.
Some of you may be thinking, “My employees would never do that.” Yeah, maybe Comcast is thinking the same thing. My advice for you is to make sure your contact information is on your website front and center and that you have a close pulse on what your employees are saying to your customers.
I am hoping the Boston Globe picks up this feed. It might just embarrass companies like this to stop treating their customers like nuisances.