Comcast Customer Service

Rich Tehrani : Communications and Technology Blog -
Rich Tehrani
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Comcast Customer Service

This is one of those stories that is tough to even set up. I was pretty amazed when I heard about it. Apparently according to the AP, LaChania Govan said she got bounced around by her cable company when she called to complain. She made dozens of calls and was even transferred to a person who spoke Spanish - a language she doesn't understand.

But when she got her August bill from Comcast she had no trouble understanding she'd made somebody mad. It was addressed to "Bitch Dog."

"I was like you got to be freaking kidding me," said Govan, 25. "I was so mad I couldn't even cuss."
Comcast officials said it shouldn't have happened.

"We only use the actual customers names on the bill," said Patricia Andrews-Keenan, a Comcast spokeswoman.

Company officials went through the records and identified two people who were involved with the name change and fired them, Andrews-Keenan said. It's unknown why the employees did it.

This is pretty amazing to me. I have never heard of anything like this and the concept of it was intriguing. How could Comcast even protect customers from such a thing? I suppose they could have all profanity in name changes filtered out but then again spammers are experts at bypassing these rules. How may e-mails do we all get with profanity in the subject that is just spelled differently, separated by dashes, etc. All in all this is a pretty embarrassing situation for any company and I know Comcast spends a good amount of money on its call center personnel so I’m surprised this happened. Like I have written before, a few bad apples can ruin it for all.

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