63-year-old Mary Baur of Addison, IL was given the honor of being labeled “Super Bitch” on an invoice, after Addison reportedly called to complain about her service. When the company came under fire when the media caught wind of the flub, Comcast fired the employee behind it and offered the woman two years of free cable.
"We've identified the customer service agent who was responsible for the name change and that individual is no longer working on behalf of Comcast," company spokesman Jack Segal said in a statement.
But then, no one’s forgotten about Richard “Asshole” Brown, who called to shut off his cable service and was given the charming nickname on his next bill.
In July, San Francisco resident Ryan Block recorded a phone conversation with a Comcast “retention specialist” who did all but refuse to cancel his service.
And this week, New Mexico’s KRQE News reported on 79-year-old Francis Wilson whose rent check was cashed by the communications giant after she accidently sent it in lieu of her monthly payment.
“It took a long time for this, it wasn’t overnight,” Wilson said after finally getting reimbursed.
"The customer service nightmares of the past 12 months certainly aren't going to help" with the proposed $45 billion merger with Time Warner Cable, said Craig Moffett, a senior analyst at MoffettNathanson. "It's unclear how much politics matter in these things, but they have to matter at least a little bit."
The merger has been approved by the Department of Justice and the Federal Communications Commission, but it’s recently been stalled due to regulatory issues concerning the behemoth size of the potential new company. Meanwhile, public hostility towards the company has been mounting on social media.
— Chuck D (@MrChuckD) February 9, 2015
— blaine capatch (@blainecapatch) February 12, 2015
— David Pierce (@piercedavid) February 12, 2015
Comcast seems to have taken note.
The company promoted Wendy Liu to the new position of Vice President of Customer Experience in the Chicago area last month, with the hope of giving customers a “great experience.”
"We're looking at every single process and every single interaction to determine ways to make our service even better," Segal said Wednesday.
