reply to newview
said by newview:That goes for any company really. The problem is that CSR's aren't trained for scenario's that fall out of their playbook. If someone accidentally pays the same bill twice, pretty much no one would complain about the standard treatment: credit the bill for next month.
Why does it always take the glare of the media spotlight for Comcast to do the right thing?
This is where supervisors come in, that SHOULD be trained to make decissions on out-of-playbook scenarios, but the reality is that these supervisors are often no more than the senior CSR that was just upgraded to "supervisor" status because he/she has been there the longest. They aren't really given a whole lot more powers, and definitly not the power to give back thousands of dollars, even though it was an honest mistake.
It's the same thing with Comcast - or again, ANY big company - trying to get money out of customers who just lost their house in a fire. Comcast should KNOW that the home owner's insurance will pay back the money for lost equipment eventually, just hold back until then. Don't go haunting customers who just lost everything they owned.
Charter CSR's actually told a customer that had lost her house to a tornado in Alabama to actually "look around the neighborhood" for the cablebox. Can you imagine the scenario? 150+ houses completely demolished and spread over 10 square miles, and you have to search for your broken cable box?
Point and case: CSR's are STUPID when it comes to out-of-playbook scenarios. They just don't know what to do with these 0.01% of calls they get. Big companies should setup a special desk that deals with nothing but special cases.
"I reject your reality and substitute my own!"