Comcast is proving once again why it was voted the worst company for customer service.
If you remember, it recently got blasted for possibly the worst customer service call ever. Yes, Comcast COO Dave Watson publicly apologized for the incident, but didn't help things by noting that the Comcast representative did exactly what he was trained to do.
That set the stage nicely for the latest incident with Comcast customer Tim Davis. He recorded his call with the company's customer service department disputing bogus charges on his bill and made it public.
Here's some background:
Davis had moved to a new apartment and transferred his Comcast service to his new residence, opting to perform a self-install rather than have Comcast send out a technician. After a few weeks without problems, his Internet connection started dropping out, and a technician was dispatched. Comcast determined that the problems had to do with outside wiring rather than anything under Davis’ control, and thus the company told him that the truck roll and service were gratis.
No problems there, except that a few weeks later Davis got a bill with nearly $200 in extra charges for failed installation kits and set up. So he gave Comcast a call.
During the call - which includes bad language if you're planning on listening to it - Davis managed to get some charges dropped, but there was still an $82 charge Comcast wouldn't refund, and that's when things got ugly.
The Comcast agent offered 12 months free of Internet service instead of refunding the $82. That upgrade only has a retail value of $60, so Davis would have still been out $22. The agent also noted that there's a $50 charge every time Comcast has to send a technician out.
Here's an excerpt from the conversation according to the Consumerist:
“Every time we send out a technician there’s a $50 charge for that,” she explains.
“Well, I have a call recorded where the agent tells me in no uncertain terms that there will be no charge,” counters Davis. “You can not bill me for something that I did not authorize. You can not tell me that it’s free, then bill me anyway and then tell me that you can not un-bill me or credit me for the bill.”
“I apologize for that, but there’s no way that I can credit the account,” says the rep, desperately trying to jump back on to her script. “We value you as a customer, that’s why I am trying to check what I can give you.”
Later in the conversation the agent told Davis that she will call him back in an hour and check the situation with supervisors. She did indeed call him back, this time with good news. She was able to refund his $82 back to him - but only because he had recorded the call that told him the service would be free.
“We try to negotiate, and again, that is a valid charge,” she answers. “But since I advised my manager that there is a recording and you were misinformed, then she’s the one who can approve that $82.”
Seemingly flabbergasted, Davis asks to confirm, “You’re telling me that if I didn't have a recording of that call, you wouldn't have been able to do it?”
“Yes, that is correct,” answers the rep, confirming that the only way to get Comcast to erase a bogus charge from your account is to have recorded evidence that you were promised in advance that the call would be free.
I guess the lesson here is that Comcast customers should start recording their conversations with customer service.
So, do you have any Comcast horror stories you'd like to share? Tell me in the comments below.