Todd and Comcast weren’t getting along, so Todd emailed the CEO. Not only did it get his problem fixed, but they sent him some apology popcorn. Todd writes:
I have attached a photo of something that arrived in the mail for me from Comcast. I had a problem with a bill where they had charged me twice for something. After exhausting the normal channels, I e-mailed the CEO. The very next day a nice woman from his office called me and said someone from the local office would be in touch. Not half an hour later did I get a call from the local office. Of course, it wasn’t just that easy, but eventually the situation was sorted out. So I was surprised to see a box with a big tin of popcorn waiting for me when I got home along with a card that says “Thank you for being a Comcast customer. We’re sorry for any inconvenience you may have experienced. Our goal, as always, is to give you our best service. We appreciate your understanding.”
Anyways, I was really surprised and I actually am satisfied that not only did they fix the problem but they apologized. Just goes to show that if you have a legitimate gripe and you are nice to everyone, they will recognize that.
Thanks for the good example of how escalating your problem can bring results, and in this case, delicious carbohydrates. Do you have a complaint that Comcast has failed to resolve? Why not talk to CEO Brian Roberts, after all you are the reason he made $27.8 million bucks last year, so he’d hate to have you cancel. —MEGHANN MARCO