Only a few more weeks working for the Comcastic so I better get in my frustrating caller blogs while I can.
So twice in the past 10 days or so I've had people call in and tell me "I just rented a pay-per-view movie but after watching some of it I decided I didn't like it so I want it refunded." I am BLOWN AWAY that people have the audacity to even call. When I deny their request, they obviously ask for a supervisor, who obviously grants the credit.
2 takeaways from these interactions. 1) why do people think they don't have to pay for something they used? Both times I explained repeatedly that if they rented a movie from Blockbuster or went to a theater and after 20 minutes or so decided they didn't like the movie, they would not be granted refunds (and I suspect they wouldn't ask for them in these cases either). For some reason that "doesn't apply" in these situations. How does it not apply? It's the EXACT same thing!!! (Yes, triple exclamation point!) We provide info on the movie and even a preview, more than what you get reading the back of the dvd at Blockbuster. It's like me ordering a huge salad at a restaurant, eating a few bites, and then realizing "Hey, I don't like salad. What am I doing?" and asking for a refund. Absolutely ridiculous.
2) Businesses today (I am positive Comcast isn't the only company that has to deal with this) have to bend over backwards to customers for every little thing. I certainly am aware of the power of the customer and the importance of satisfying customers in any business, but I feel in America it has reached the breaking point. Customers have way too much power. I've written before that when customers call in to sign up for service I get the feeling they expect me to tell them, "As a matter of fact if you sign up today we'll PAY YOU to take our service!" I guess all I can take from these experiences is that I am looking to pay a FAIR price for whatever it is I want. I certainly don't want to get screwed on the deal, but I don't think a company should have to bow down for every little thing. Or maybe just next time I order ice cream I should lick it all over and take it back for a refund.
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2 comments:
Oh Brandon. How I love your ranting. This is Lori. ( I dont have my own identity.) But anyway. You are totally right on the freebies of our world today. Remember, I worked 22 years in a funny hot dog uniform and everyday someone would not be happy with thier service, their food, or just the dang weather etc. And I was an excellent customer service oriented employee. Dont you just want to say.....NO MEANS NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!. Good luck with your last days at the comcastic. You have been so helpful to my cuddles and I and I just wanted you to know that I do need to speak to your supervisor.....to tell them that you are GREAT at your job. Bestest of luck ( especially with Rachel...she is quite the handful)
Dr. Lordes Lupe (retainer specialist)
Brandon.... congrats on your graduation. What are your plans after Comcast? Do you have a job lined up with a Big 4 firm or something? Best of luck to you at whatever you're doing next.
I found your post interesting... I personally can't believe the "gall" that some people have requesting refunds for something they've already consumed.
That said... I am a big believer in the "CUSTOMER IS KING" theory. I must say... I don't envy your job as a customer service rep for Comcast... you see... I think a big part of the problem you've described is specific to your industry... the CABLE/SATELITE TV INDUSTRY.... it's a monopolistic oligopoly that's just too regulated and there isn't enough competition or choice. We consumers feel like we're getting hosed because we have only two or three companies to choose from if we want good television (Comcast, DirecTV, or Dish Network). In an ideal world, we'd be able to choose our channels "a la carte"... but no... we get bundled into some 120 channel plan... and that makes us MAD to begin with. We begrudingly pay our inflated cable and satellite bill every month... and when the service goes out... or when we can't find our favorite team play a football game...we're absolutely furious... and the poor customer service guy at Comcast (you) takes all the heat.
In a perfect world there would be 40 different companies offering a cable and/or satellite service and charging us about $1 per month per channel. Customer service issues would go away... because people would just switch to another provider if they were WRONGED by their current service. Just my humble two cents...
Anyway... Merry Christmas to you and Rachel and Cannon... and best of luck in the new year!
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