Comcast is offering an apology after an embarrassing customer service problem involving a disgruntled customer who says he was fired from his accounting job after he complained about his cable billing, reports Bloomberg.
The apology was made to Conal O’Rourke, who told publications that he was fired after complaining about bills such as one that included $1,820 in charges for equipment he didn’t ask for. O’Rourke said Comcast contacted his employer, PricewaterhouseCoopers LLP, which works with Comcast.
In a corporate blog post, Comcast’s senior vice president for customer experience, Charlie Herrin, wrote: “What happened with Mr. O’Rourke’s service is completely unacceptable. Despite our attempts to address Mr. O’Rourke’s issues, we simply dropped the ball and did not make things right. Mr. O’Rourke deserves another apology from us and we’re making this one publicly.”
Bloomberg notes: “Comcast and Time Warner Cable Inc., the rival cable operator that it’s acquiring for $45.2 billion, consistently receive low marks in customer-satisfaction surveys in the U.S. Improving customer service may help the companies secure support for the combination. For instance, New York state regulators, which have the power to reject the transaction, may approve the deal only if concessions are agreed to, including improving customer service.”