When Ricardo Brown from Spokane, Washington wanted to cancel his Comcast service, he never expected to get an unpleasant surprise in the mail.
It wasn’t the pricey charges he was trying to avoid. No, it was that on this particular bill, Comcast wanted to make sure he go an extra special reason to be dismayed, by replacing his name with the word “Asshole.”
According to Ricardo’s wife, Lisa, the whole problem stemmed from her attempts to reduce her cable bill over the phone days back.
Lisa said that she’d called Comcast to “cancel the cable portion of her account,” for which she had to pay a $60 fee. But instead of complying immediately, a representative escalated her call to a retention specialist, who tried to persuade her to keep the cable service and sign a new two-year contract. She didn’t agree.
“I was never rude,” she explained. “It could have been that person was upset because I didn’t take the offer.”
A Comcast spokesperson released a statement saying that: “we have spoken with our customer and apologized for this completely unacceptable and inappropriate name change and are conducting a thorough investigation to determine what happened.”
This is not the first time Comcast has taken similar actions against customers who want to cancel their service. Just days ago, Comcast subscriber reported that Comcast changed her name to “Whore Julia.”
“The company is taking steps to prevent unauthorized name changes from taking place in the future,” Tom Karinshak, Comcast’s senior vice president of customer service, told reporters.
That is the worst customer retention strategy I’ve ever seen. What do you think?