MaxoYour tax dollars at work.Premium,VIP
reply to mdlund0
said by mdlund0: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.
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.
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.
"Padre, nobody said war was fun now bowl!" - Sherman T Potter
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.