Leaked Comcast customer service script talks about data caps
http://arstechnica.com/business/2015/11/dont-say-data-cap-highlights-from-a-comcast-customer-service-script/
With Comcast expanding its data caps to more cities,
call center employees are likely being hammered with questions
from disgruntled customers. Thanks to a leak of an internal
customer service script, we know exactly what reps are supposed
to tell them. For starters, Comcast employees are not supposed
to use the phrase "data cap" to describe the 300GB monthly
limit, since customers are allowed to use more than that as long
as they pay extra. They're also supposed to tell customers the
limits are about fairness, not about preventing network
congestion ... "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 script says.
"Immediately escalate to the Customer Security Assurance (CSA)
Team." Customers are also transferred to the CSA team if they
ask whether Comcast treats its own video services differently
from Netflix and other online services. They get transferred if
they dispute an overage charge, if they ask what counts against
their data plans, or if they ask how many customers exceed the
300GB limit. (It's reportedly 8 percent of customers, up from 2
percent in late 2013.) The leaked script is available in full
on reddit.
- - -
Interestingly, Time Warner Cable here has been running TV ads lately
that explicitly mention they have "no data cap." And Charter (currently
in the process of trying to buy TWC) apparently has no cap and has
pledged (for a while anyway) not to impose one on TWC if the sale goes
through. Does this mean TWC and Charter are "not being fair"? -- of course
not! Executive Summary: Comcast lies.
--Lauren--
Lauren Weinstein ([email protected]): http://www.vortex.com/lauren
Founder:
- Network Neutrality Squad: http://www.nnsquad.org
- PRIVACY Forum: http://www.vortex.com/privacy-info
Co-Founder: People For Internet Responsibility: http://www.pfir.org/pfir-info
Member: ACM Committee on Computers and Public Policy
Lauren's Blog: http://lauren.vortex.com
Google+: http://google.com/+LaurenWeinstein
Twitter: http://twitter.com/laurenweinstein
Tel: +1 (818) 225-2800 / Skype: vortex.com
I have consulted to Google, but I am not currently doing so.
My opinions expressed here are mine alone.
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