Comcast is in trouble with its customers.
After a slew of horrible customer service calls gone viral, it's clear that the company needs to start making amends.
In an attempt to save itself from negative reviews and heavy Internet scrutiny, Comcast is giving employees "We're On It" cards - 12 a year - to be given out to customers that have had a particularly horrible experience with the company.
The cards aren't anything new. They used to be called "Make it Right" cards, but they were recently rebranded and gained more attention given the recent developments.
That being said, the "We're On It" cards come with a personal ID number and a wait-free 800 number to call with any problems. The caller can then be connected to a specialized customer service team of 250 customer service representatives.
Sounds great, right? Don't worry, there's a catch.
While the cards will unlock access to a dedicated team, those agents do not have any more power than regular customer service agents, Comcast says. ... The cards are just one of many venues where customers can get help, says D’Arcy Rudnay, Comcast's chief communications officer. "It's not an escalation, it's an option."
Comcast also plans to add more employees to its digital care team, which helps customers via Twitter and Facebook.
What do you think? Is this enough to make amends? Let me know what you think about Comcast by posting in the comments below.