After Hurricane Ike in 2008, Comcast customers were billed for unreturned equipment that had been destroyed by the hurricane. Customers were charged as much as $1000 for failing to return modems, DVRs, and other equipment that had been lost or destroyed.
Hurricane Ike hit Texas in 2008, resulting in damages of around $25 billion, as well as killing 195 people, and injuring many many more. However, Comcast, a US company which provides TV, internet and phone services, seem to care less about the suffering many had just gone through, and getting some of there money back.
There was one reported case, whereby someone got a bill for $931, which was charging her $1000 for not giving back the Cable Modem, DVR and any other Comcast equipment. Luckily for her though, she did get $66 credit which was for the interruption to her service during the hurricane.
It also seems that the company didn’t fully know what they were doing either – some customer care agents were informing customers to claim through insurance, whilst others just wanted the technology back – working or not.
This isn’t the only occasion in which Comcast’s customer care has been called into question. Customers have recorded calls, which has helped them be able to claim back money they should’ve got anyway, and to actually make things happen. That’s if you get through anyway – someone uploaded a video to YouTube whereby his call was on hold for so long, that the offices closed before he got a response.
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.
So bad is some of this service, after Lisa Brown wanted to change her name on the account, and denied an upgrade, her name appeared as ‘Asshole Brown’.
That saying that we can always improve – well, I think Comcast customer care has almost everything they can improve on!