本周外媒曝光了美国康卡斯特电信公司（Comcast）的负面新闻，称公司提供的客户服务非常的糟糕以至于毁掉了某个人的职业生涯。对此今天康卡斯特官方正式对这名客户发布公开道歉，不过在致歉信中坚持认为在这个事情中没有Comcast人员向他的雇主建言称他应该被开除。
这个倒霉的男人名为Conal O’Rourke，曾是普华永道会计师事务所的会计师，在过去几个月间他和Comcast之间经历了卡夫卡式的梦魇。事情的开始要从几十件设备开始，Rourke莫名其妙的收到了价值$1820的设备，最初他尝试通过常规客户服务渠道联系来退还这些设备。
不过令人遗憾的是最初的交涉并未成功，随后他尝试通过寻找高层领导来解决这些事情，但是一直无果。根据Comcast的计费和相关会计惯例，上市公司会计监督委员会（PCAOB，私营的审计机构）对他的财务状况进行了核查，很快普华永道（Comcast是其非常重要的客户）针对这将近$2000的未付款和逾期等信用问题，最终解雇了Rourke，在该阶段Rourke向雇主多次进行了解释，并声称Comcast代表找到他的雇主要求解雇他。
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.