| reply to newview
Re: Typical In all fairness to Comcast, they probably don't have a very good mechanism to provide refunds for over-payment to customers who aren't canceling their service - it doesn't happen at this level very often. They were offering credit to the account because that's all the system is set up to do. I'm no Comcast fan, but I'm giving them the benefit of the doubt on this one. |
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 MaxoYour tax dollars at work.Premium,VIP
join:2002-11-04
Tallahassee, FL | said by mdlund0:In all fairness to Comcast, they probably don't have a very good mechanism to provide refunds for over-payment to customers who aren't canceling their service - it doesn't happen at this level very often. They were offering credit to the account because that's all the system is set up to do. I'm no Comcast fan, but I'm giving them the benefit of the doubt on this one. I would tend to agree, but the person at customer service who took the call should have recognized the gravity of the situation and pushed it up. It should have continued to be pushed up until a proper resolution was reached.
One major issue with today's call centers is that they are usually outsource and staffed with people who do not have any authority to perform tasks outside of a little box. Since the people with authority to handle outlying situations like this are so far removed from customer support, the problem never reaches them, and the customer ends up shafted.
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Reviews:
 ·RoadRunner Cable
| That in general is the way that anything service works today.
Its a don't stray from the script, don't offer anything, if the customer wants to escalate, don't make it easy.
Customer support is effectively 2 services:
1. Customer 'service'
2. Cost savings/damage control through process
Problem with #2, is that the people performing the tasks are forced into a corner for what they can/cannot do, and if its something that is not listed, they have to escalate, or give a generic response. |
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| reply to mdlund0
This wasnt an over-payment of $20, THOUSANDS, get real, and drop the sympathy. The reps should be able to recognize extenuating circumstances, and rectify such situations. |
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 veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA | reply to mdlund0
said by mdlund0:In all fairness to Comcast, they probably don't have a very good mechanism to provide refunds for over-payment to customers who aren't canceling their service - it doesn't happen at this level very often. They were offering credit to the account because that's all the system is set up to do. I'm no Comcast fan, but I'm giving them the benefit of the doubt on this one.
GULP
REALLY?
One of the largest companies in the freaking world... and they cannot be expected to foresee a mistake made in the payment system? Not even be expected to
Horse doo doo...
It is as simple as doing what is right, and they thought they could get away with it since nobody wanted to bother with figuring it out on how to do it right. Thee is a reason why they have the lowest customer satisfaction ratings... right there with att...
because they don't give a damn about their customers.
They damn near have a legal monopoly which enables them to say "screw it... where else will they go?"
Comcrap sucks PERIOD and that is all there is to it... this time they got caught being themselves.
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 HankSearching for a new FrontierPremium
join:2002-05-21
Burlington, WV
kudos:1 | reply to mdlund0
This in "In all fairness" mind set is why this country is in real trouble. They may not have a good mechanism, but it obviously did not take to much effort when the media got involved to correct the situation which is something Comcast should have done without the media involvement. |
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iknowPremium
join:2012-03-25 | reply to mdlund0
said by mdlund0:In all fairness to Comcast, they probably don't have a very good mechanism to provide refunds for over-payment to customers who aren't canceling their service - it doesn't happen at this level very often. They were offering credit to the account because that's all the system is set up to do. I'm no Comcast fan, but I'm giving them the benefit of the doubt on this one.
that don't matter, comcast either attempted theft or conversion. »en.wikipedia.org/wiki/Conversion_(law) by doing what they did. the money was NEVER theirs, and they don't have the right to dictate how they will give the money back. just giving credit is not giving the money back that they NEVER owned in the first place. no matter how screwed up their system may be, they have an obligation to do the legal thing, and make sure the MONEY is refunded, and not have to be pressured to do it. i'll bet the legal team heard about this, and said "we have to give the money back" and that's right. |
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