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Comcast Expanding Data Cap Locations, Training Reps To Avoid Subject (arstechnica.com)

Posted by Soulskill on from the how-many-libraries-of-congress-per-fortnight? dept.

An anonymous reader sends news that Comcast is about to expand its 300GB data cap to more cities in the Southeastern U.S. "Newly capped areas include Little Rock, Arkansas; Houma, LaPlace, and Shreveport, Louisiana; Chattanooga, Greeneville, Johnson City, and Gray, Tennessee; and Galax, Virginia." This happened at the same time organizations are calling on the FCC to investigate Comcast for this practice. A helpful Comcast employee decided to leak the internal training on how Comcast plans to message these data caps to consumers. For example, they direct their representatives to tell customers that areas without a data cap actually have a 250GB cap, but it just isn't being enforced. They even suggest avoiding the term "cap," instead preferring "usage plan." There's also this: "If a customer calls in with any questions associated with the usage policy and how it relates to Net Neutrality, Netflix or observations about how XFINITY services are or are not counted relative to third party services, do not address these items with the customer."

2 of 264 comments (clear)

  1. Re:Lies, damned lies, and customer service ... by MitchDev · · Score: 5, Informative

    Not if you buy enough congressmen...

  2. Taken out of context by cdrudge · · Score: 3, Informative

    I love to hate on Comcast as much as anyone, but the quote in the summary really was taken out of context.

    There's also this: "If a customer calls in with any questions associated with the usage policy and how it relates to Net Neutrality, Netflix or observations about how XFINITY services are or are not counted relative to third party services, do not address these items with the customer."

    The full quote from the document is:

    Third Party Services: If a customer calls in with any questions associated with the usage policy and how it relates to Net Neutrality, Netflix or observations about how XFINITY services are or are not counted relative to third party services, do not address these items with the consumer. Immediately escalate to the Customer Security Assurance (CAS) Team.

    Leaving off the last sentence escalating the call to someone who is more thoroughly trained in how to bullshit the customer changes the narrative. Without it, it sounds like the policy is to just ignore the customer.