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Comcast Fail: Customer Service Drops the Ball
By: Mike Bush
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In a piece of audio that sounds more like a radio stunt than an actual customer service call, a representative from Comcast added to the already-horrific reputation of the company.

It all started when a pretty well-known, somewhat influential blogger (let’s be honest…Ryan Block was editor-in-chief of Engagdet…he’s in the blogging hall of fame), tried to call Comcast to cancel his Internet service with them. And from there, it simply escalated.

The phone rep for Comcast seems to have gone so far off script, it ventured into Comic Sans. Add a recording device, and you have radio gold the cause for a PR person’s migraine.

If you’ve got about eight minutes available, here’s the audio.

To their credit, Comcast has issued an apology.

It has never been easier to offer customers great service. Email, social networks, text messaging, and yes, the phone all offer you as a company the opportunity to help your customers in the venue in which they’re most comfortable.

In this case, Comcast went so far in the other direction that it turned into a PR mess. It’s a reminder that while PR and Comms departments aren’t always involved in customer service roles, they should be aware of what customer service teams are doing. 


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About the Author
Mike Bush is a PR and Marketing freelancer with more than a dozen years of experience in the field. Find him on and connect Twitter @mikebush or at www.mikebush.nyc. 
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