Ask for a supervisor when the customer service representative is terrible

Recently, when I looked at my Comcast bill, it said my monthly bill would be going up $22.60 a month. I was upset. My bill already is high. I pay about $200 for TV, internet, and landline.

For years, I had argue with Comcast every couple of years when my contract expired. I had the bundle: $33 for TV, $33 for internet, and $33 for the landline.

Lately, I’ve been paying $136.50 for those services, that’s $45.50 each. In addition, I pay for an item that I don’t want, $10.35 for a regional sports fee. Then, there’s $26.30 for a broadcast TV fee. It’s a charge for providing the local broadcast stations on the Comcast system.

I hate to call Comcast because of its terrible customer service. They have the rudest customer service representatives I’ve ever talked to. One called me names.

So I screwed up my courage and called to see what could be done to reduce my bill. The agent was rude as he suggested I reduce my bill by having fewer TV channels or reduce my internet speed. He even said I didn't need a landline and disparaged blogging when I told him I wrote a blog and didn't want my internet speed reduced.

He seemed to want to beat me into the ground so I’d go away. It was unbelievable, bad even for Comcast.

I argued and argued to speak to his supervisor. Finally, he put me on hold and after a while, he told me a supervisor would call me back. I sighed. Many times I’ve been told I’d get a call from a supervisor, but no one follows through.

A supervisor did call later that day. He apologized for the rude customer service call. And, although he, too, seemed a little irritated with me, he made changes so that my bill stayed about the same.

The moral of the story? The customer service representative that I talked to didn’t have the authority to adjust my bill. Instead of keeping me on the phone for 40 minutes, he should have said he couldn’t reduce my bill, but that his supervisor could. When you have challenging customer service, ask to speak to the supervisor.

Comments

[Laurie Stone]

I've heard of people reducing their bill that way. It takes a lot of fortitude, but you did it. Good for you.

[Carol Ann Cassara]

I have had service reps refuse to give me to a supervisor!

[Rita]

That's really bad customer service is the representative won't transfer you back to the supervisor.