Annals of Bad Customer Relations: Comcast Edition

Try this one on for size: Slip a 3-year (!) contract into a single sentence in the middle of a business internet service install agreement. When customer tries to drop that service after 2-1/2 years, threaten them with massive penalties for cancelling early. Offer to waive those fees if the customer extends the service they’ve had for several years at the customer’s second location, by signing a new 3-year contract there.

But it turns out there’s one the final “gotcha” — the service extension has to be from the same business division (“Comcast Business Internet”) — not just the same company (Comcast). Oh, and did we mention that the business internet group’s starter plans cost twice as much money for a third of the speed as the plans offered by their residential division.

After weeks spent talking with their many tiers of customer support, including liaising with their special group set up by the “VP of Customer Satisfaction”, Comcast was apparently unable to work a deal by which a longtime customer of their business division–trying to become a longtime customer of their residential division–didn’t get punished in the process.

Got the bill today: $964.43. Right below:

“Thank you for being a valued Comcast customer!”

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s