A Comcast customer who was over-billed was asked to sign a non-disclosure agreement in order to receive a refund.
After a series of embarrassing customer service incidents grabbed national headlines and went viral online, Comcast has consistently reaffirmed its commitment to improve customer service and rehab the reputation of one of the most despised companies in America. That effort appears to be off to a rocky start, as another negative story has surfaced, dealing specifically with the company’s efforts to protect its reputation and avoid the public shaming that has so frequently befallen the cable giant in the past.
A Philadelphia couple returned a cable box to Comcast, but continued to be billed an equipment rental charge for the device for another five years. When they attempted to dispute the charges, Comcast agreed to refund the over $600 in charges on one condition: that they sign a non-disclosure agreement. It would seem that Comcast’s grand solution to their reputation problem has less to do with preventing the types of customer service horror stories that have made the company notorious, and more to do with keeping the victims from sharing those stories. This raises serious questions as to whether the company is really trying to clean up its act, or simply keep these incidents from the public view.
Customer service woes are not unique to Comcast, they plague the entire cable industry due to the dearth of competition that leaves many households with few to no other options should they get fed up with their area’s cable provider. Erroneous equipment rental charges are a common complaint, so cable customers would be wise to get and keep a receipt whenever they return a modem or cable box to any company. As for Comcast’s long-overdue customer service overhaul, customers are still waiting.