Maybe I wonÂ’t speak firmly to that customer service rep next time I place a customer service call.

Until recently, LaChania Govan's complaints about Comcast's service seemed relatively tame. The 25-year-old Elgin mother of two said she was put on hold, disconnected, even transferred to the Spanish language line.

But after persistent problems with her digital recording system forced her to make dozens of calls to the cable company in July, her August bill came with a change really worth complaining about: In place of her name were the words "Bitch Dog."

"I could not believe it," said Govan, who works in customer service for a credit card company.

She said she immediately called Comcast to cancel her service and was sent to an operator.

"She asked me for my name. I said, `You really don't want me to go there,'" Govan said.

Recounting her problems on Tuesday, she said she was transferred to a supervisor who assured her he would find out what happened and get back to her soon.

“Get back to her soon.” That is Customer Service Rep slang for “You ain’t gonna hear a thing from us, sucka!”

I realize that dealing with irate customers isn’t easy, but that’s the nature of the job. I’ve had customer service representatives tell me “you’ll just have to live with the problem” when I have called about in-warranty repairs to products. I had a credit card company many years ago that couldn’t get my billing address correct. I won’t even get in to the story of the Postal Service supervisor who hung up on me rather than deal with my problem.

I hope that Ms. Govan gets some satisfaction – and not a suggestion from Comcast that she do a legal name change to come into conformity with their records.

Posted by: Greg at 02:58 PM | No Comments | Add Comment
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