Comcast executive Charlie Herrin is aiming to improve Comcast’s legendarily poor customer service.


Comcast has publicly apologized to the California man, Conal O’Rourke, who accused the company of getting him fired from his former position at PriceWaterhouseCoopers in the wake of a yearlong billing dispute. The apology comes less than 24 hours after Ars published an article detailing O’Rourke’s documented allegations.
“What happened with Mr. O’Rourke’s service is completely unacceptable,” Charlie Herrin, a company senior vice president, wrote in a blog post on Wednesday. “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.”
Herrin is the same new Comcast executive who said late last month that improving customer service was his “number one priority.”
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