It’s no secret that employees sometimes feel their customers are jerks. But I’ve never seen one put it in writing — until now.
Lisa Brown, a volunteer for a missions organization in Spokane, Wash., contacted me yesterday because of a billing problem with Comcast, her local cable provider. The issue? The name on their bill had been changed from her husband’s name, Ricardo, to “Asshole” Brown.
Brown has tried to fix the name herself. She’s visited her local Comcast office and phoned higher-ups in the Washington region. But she wasn’t getting anywhere and needed help.
My first thought was that someone was trying to pull a practical joke on a consumer advocate. So I asked for a copy of the billing statement and the correspondence between her and Comcast.
And no kidding, it looked like someone had changed the name. How impolite!
Next, I contacted Comcast to find out what its records said. It’s fairly easy for any customer to doctor a photo of a bill to shame a large company, so I wanted to make sure Comcast was seeing the same thing.
A few minutes later, I received a call from Steve Kipp, Comcast’s vice president of communications for the Washington region.
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” he said. “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.”
I asked Brown why a Comcast employee might want to change Ricardo’s name to Asshole.
Read More – Comcast thinks my husband is an Asshole