I have a new “greatest fear”.
It is that when I go to hell they put me in the room marked “Comcast customer service”.
I have Comcast service for cable and internet…long story, but it was really the only choice available to me. Last night, the internet died. I phoned Comcast’s 800 number for customer service. What followed was a four and one-half hour preview of what hell is going to be like.
Comcast’s customer service is in the Philippines. During my preview of hell, I had to call that number four times and spoke with five people. Three of them had strong accents and were difficult to understand. One of them disconnected my (Comcast) phone connection as we spoke. And he never bothered to call me back. All of the “account executives” (probably being paid a few bucks an hour) insisted we had to proceed through their scripts step by step, starting at the beginning each time. The end result, at 2:00 a.m., was that I still didn’t have internet service.
Fed up, I today called Comcast’s corporate office in Philadelphia and was put in touch with a couple of people who finally addressed and solved the problem, about 14 hours later. Oh, and I had to go to a local Comcast office to pick up a new modem. It opened at 10:00 am. and I got there a few minutes early. There were already 8 people waiting in front of the locked door. I wondered if they had also been speaking to people in the Philippines until 2:00 a.m.
Everything I’ve been reading lately about capitalism and corporate callousness came to mind. I’ll bet Comcast’s CEO bragged about how much money they were going to save when they outsourced customer “service” to a call center in the Philippines. And he probably regaled shareholders with his assurance they’d be seeing more dividend money, too.
The customers? Well, they were of secondary importance. So what if they have to speak to people somewhere else in the world whose accents were difficult to understand? So what if there was nobody there with enough technical knowledge to solve problems? So what if customers spent hours on the phone? Those really weren’t significant concerns, I suspect.
What mattered: “We’re gonna make more money!”
Get rid of the $11 per hour greedy Americans.
Pay the Filipinos maybe $6 or $7 per hour.
“Free trade” (lowest available wages and costs) is what it’s all about, y’know.
This is the world we’re now relegated to, thanks to greed (some call it “capitalism”) and “free trade”.
If you go to hell, do NOT let them drag you into the room with the sign, “Comcast customer service”.
But if they do, say hello to me.
I’ll be the guy holding the phone to his ear for eternity, listening to someone speaking to me with a strong Filipino accent while futilely trying to log onto the internet.
Comcasts’ CEO was paid $30 million last year.
Imagine that. $30 mil for relegating customers to a hellish experience.
I see I’m not alone in experiencing a preview of hell.