Comcast Corporation (NASDAQ:CMCSA) has been yapping up the wrong tree with its consumers getting more aggravated by the minute. Being a services provider that consumers have completely lost their trust in, there is no doubt about why Comcast Corporation (NASDAQ:CMCSA)’s poor performance over the past twelve months has resulted in consumers breathing down its neck. As if this wasn’t enough, last July the company had to go through a tidal wave of consumer problems which went public after Ryan Bloc, previous editor-in-chief of Engadget, released a conversation in which a customer retention specialist thrashed him for the lousy service.
This definitely made a splash and Comcast Corporation (NASDAQ:CMCSA) had to pull up its socks in order to counter this criticism. Thus it ended up putting Charlie Herrin, previous stated Senior Vice President of Product Design and Development in charge. However, the size of customer service blunders that the company had already made shows how much work needs to be done.
Just this month, Ars Technica stated in a report regarding how Comcast Corporation (NASDAQ:CMCSA) came this close to go up in smoke. One of its customers, Mary Bauer, a resident of Illinois, was witnessing various problems regarding her service. The problems occurred one after the other with 39 visits being conducted to her house over a few months. After four months, she still did not receive a service bill for which she called to ask for. After it arrived, someone who had probably intended to play a prank addressed it as “Super Bi*** Bauer” instead of “Mary Bauer.”
The company may have had some shred of dignity left if it was just this one incident, but that hasn’t been the case. According to Consumerist, there were other cases as well where the same kind of “joke” was played.
The amount of derogatory words used by the company for its consumers made a huge mess which had to be taken care of, if it wanted better PR. Bauer told Ars Technica that Comcast Corporation (NASDAQ:CMCSA) had reached out to her, however, nothing more was said on the matter. In another case, the company offered the respective customer a two year refund with services free of charge for the next two years; when it was reported that Comcast Corporation (NASDAQ:CMCSA) changed the customer’s first name into a derogatory term for a human body part.
Comcast Corporation (NASDAQ:CMCSA) told Consumerist that it was fixing the problem through working hand in hand with its technology partner to prevent the incident from happening again and by retraining its employees. It also stated how its consumers were respectable thus doing everything in its power to make sure it never happens again.
In its attempts to win back its respect, Comcast Corporation (NASDAQ:CMCSA) also announced that the rep that was in charge for the incidents was fired. However, the cable/internet giant will have to do much more to improve its reputation in the market. It may really want to consider making, staffing and training changes straightaway.
