Last week, an article appeared profiling the service woes and customer gripes at Comcast that may jeopardize the pending merger with Time Warner Cable (“Customer gripes ding Comcast: Service woes seen as jeopardizing $45 billion merger with Time Warner,” News, Feb. 12). Many of us have heard about Mary Bauer’s receipt of a bill addressed to “Super Bitch.” Comcast, of course, was mortified that such a piece of mail was circulated and offered the woman free cable for two years and fired the employee who named her. At this point I feel compelled to jump in and, oh my goodness, defend Comcast (I am only a customer and have zero affiliation with the company and, like everyone, wishes my cable and Internet bill was not over $200).
My experience with Comcast has been nothing but stellar. I find it so easy to be connected with a live person who I have found consistently to be kind and helpful. He or she walks me through issues and usually has them fixed in one phone call. And if not, we go from there.
My guess is that many customers are frustrated at the beginning of a call and that their anger and frustration escalate if an immediate solution is not procured. I can always tell how appreciative the customer service representatives are that I treat them like human beings instead of machines built just to take the brunt of some irate customer’s wrath. Patience is a virtue. It should not be a revelation that you may get better results if you are a civilized person and behave yourself.
If you don’t want to receive mail addressed to “Super Bitch” then don’t act like one.
— Liisa Gary, Arlington Heights
