[Update 3:30 p.m.] Comcast has sent out a press release with the title “A Public Apology to Conal O’Rourke” — and it comes straight from Charlie Herrin, the new vice president in charge of putting an end to Comcast’s persistent public perception problem regarding its customer service:
What happened with Mr. O’Rourke’s service is completely unacceptable. Despite our attempts to address Mr. O’Rourke’s issues, we simply dropped the ball and did not make things right. Mr. O’Rourke deserves another apology from us and we’re making this one publicly. We also want to clarify that nobody at Comcast asked for him to be fired.
We’re also determined to get to the bottom of exactly what happened with his service, figure out what went wrong at every point along the way, and fix any underlying issues. I’m a few weeks into a new role at Comcast which is entirely focused on what we can do to make the customer experience better. We need to make sure that every interaction is excellent … from the moment a customer orders a new service, to the installation, to the way we communicate with them, to how we respond to any issues.
We’re holding ourselves accountable and we are working hard to make real improvements across the board. While it will take us some time, we can and will do better than this.
Emphasis added. The question remains, though: Will O’Rourke get his job back? We’ll probably find out soon.
[Original] The man who says Comcast got him fired from his accounting job — for complaining about the company’s customer service — has emerged fully into the spotlight: His name is Conal O’Rourke, and he has provided new details about his case against the Philadelphia-based cable giant.
Consumerist first told O’Rourke’s story this week, calling him only by his first name and omitting some details about O’Rourke’s employment. Ars Technica has now followed with a much more detailed story, backed up by “astonishing” documentation, including a 10-page letter to Sen. Richard Blumenthal of Connecticut.
What follows is based on his claims to Consumerist and Ars: Read more »