In the media: Comcast knuckles under

File this under: “This job would be great if it weren’t for the customers.” Or maybe under: “#$@*^% lawyers.”

Comcast customer service will now provide written confirmation of agreements made with customers by customer service representatives (CSRs), should the customer request one.

Comcast adopted the policy in part as a response to a customer complaint. The customer, who just happens to be a lawyer, had made three separate arrangements with Comcast CSRs, none of which Comcast followed up on before the customer called back, according to a report in The New York Times [1].

The subscriber’s request that Comcast provide written confirmation of verbal agreements were eventually acquiesced to.

The Times item reproduces the letter acknowledging that.