Recently, we've been hearing about a slew of cable customers ending up with less than flattering names at the top of their cable bills. And since this is apparently something that happens quite a bit—we want more. If you've ever changed a customer's name, or known someone who has changed a customer's name, or if…
Remember a couple days ago, when the world learned Comcast had changed a customer's name from "Ricardo Brown" to "Asshole Brown?" Looks like our Ricardo might not have been the only one. More Comcast customers have reported similar incidents to Elliott.org. The name changes range from "dummy" to "whore" to the…
A few days ago, I got an e-mail from someone who said he was a customer service agent for PlayStation. He asked me—and, really, all of Kotaku's readers—to cut Sony a little slack in the wake of a DDoS attack that took the PlayStation Network down for several days. Have some sympathy for the people who work there, he…
Last year, the Federal Communications Commission (FCC) famously botched the record-breaking public comment period on net neutrality thanks to its crappy technology. Now, the agency has launched a slick new system that suggests this won't happen again. Too bad they're about eight months late to updating the technology.
Comcast COO Dave Watson has admitted that company policy was at least as much to blame for the customer service call from hell as the sad, desperate employee heard on the recording. As Watson wrote in a memo, that customer retention rep was only doing what he was trained to do. But what was he trained to do, exactly?
Recently, Comcast and its call center habits have been thoroughly lambasted from all sides—and for good reason. But what many of us keep forgetting is that it's not just Comcast. The call center system as a whole is broken. And as you'll see from the tales below, it's breaking its employees along with it.
Remember that agonizing phone call Ryan Block recorded last week, when a Comcast rep spent 20+ minutes trying to will Block not to cancel his account? Even a Comcast executive thought the call was "painful;" but also that the rep was doing just what they'd asked him to do.
After reading about Ryan Block's Comcast customer service horror story last night, quite a few of you came out to offer you support in the form of some hearty commiseration. So to continue the healing, tell us, what's the worst cable customer service experience you've ever head? It's ok—this is a safe space.
While my own Verizon horror story did work out in the end (replacement phone received, $500 penalty avoided, woohoo), not many people have a globe-spanning soapbox like Gizmodo upon which to kvetch. Here are ten of the most stupendously terrible cases of customer service our readers have had to endure.
One time I called Time Warner customer service because the internet was out in my apartment. The man I spoke to was friendly. He had information about an outage in my area. He had an estimate of how long it would be before service was restored. And he was allowed to tell me that estimate.
We've all done tech support for family members and it tends to start basic. Did you restart? Have you ever downloaded updates ever? Why are you trying to buy WD-40 from Amazon Japan? And often it's as simple as resetting a password.
You know cable companies are unpopular. ISPs are, generally, too. But seeing just how unpopular is just too funny. As in: pretty much the entire bottom end of the list was made up of cable and internet companies.
What's a reasonable time to be put on hold when you call customer service? A few minutes? Five? Ten? Well all those minutes add up because over a course of a lifetime, the average person will be on hold for 43 days. Yeah. Forty. Three. Days.
When our dear friend Mat Honan got hacked earlier this year, it was because of gaping security flaws in Apple and Amazon's customer service systems. It hasn't been fixed. Amazon's customer service has another security flaw and it's being exploited to hijack Amazon accounts and snag false replacement orders. And the…
Best Buy is completely dropping the ball this holiday season. We're hearing reports that customers who bought items on BestBuy.com on Black Friday (yes, nearly a month ago) will not be receiving their orders this year, with some of them even being cancelled right before Christmas. Congratulations Best Buy! You are the…
Over the past few days, we've received more than 1,000 horror stories about bad cable experiences: tales of bad techs, terrible service, and troubling billing practices. We used those to build a cable customer's bill of rights.
Your new pad is ace. All it needs now is cable. Easy! You'll be all set in no time; just take a vacation day and wait for some dude to show up and run a line to a box. What?
If you want to return a Sprint handset to its rightful owner, according to Sprint you've got two options. The first is taking it to a Sprint retail store. The second? Chuck it in the garbage bin.