Comcast, and the customer service call that won't ever end

16 July 2014

Bitterwallet - Orange's Bristol call centre Sometimes, you have to ride out the spiel that people in call centres are paid to dish out. Their bosses make them do it and it can often be quicker to simply let them blurt it out as fast as they can, so you can give an answer and move on.

However, customer retention teams are a different breed altogether. They want to keep you on the phone and seduce you.

They're the pick-up artists of the business world, all needy and determined like that Ted fella from How I Met Your Mother.

When Ryan Block, co-founder of Engadget, wanted to cancel his Comcast contract, he was met with a member of staff who is absolute agony to listen to. That's right! There's a recording! And now Comcast has issued an apology after their representative kept Block on the line for around 18 minutes.

Have a listen to the call here (and don't worry, it isn't 18 minutes long).

Block said that him and his wife wanted to switch provider, however, when Block's wife was transferred to Comcast's customer retention guy, the employee wouldn't accept anything for an answer. The Block got involved and more of the same occurred.

"I started the call by (very nicely) saying that we were moving, and that we needed to cancel our service," Block's wife, Veronica Belmont, wrote in the description of the recording on SoundCloud. "He asked if we wanted to move our current service. I said no, thank you, but we've already signed up for Astound."

"The representative continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone," Block wrote in the audio description. "Overhearing the conversation, I knew this would not be very fun."

A Comcast spokeswoman provided the following statement to ABC News today about the recording: "We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect."

TOPICS:   Consumer Advice   Complaints


  • Sawyer
    This is only news because it's been recorded. Try cancelling a mobile contract with Three... 18 minutes is nothing.
  • News P.
    [...] to the never ending customer service call bitterwallet/comcast Is bread trying to kill us all? bitterwallet/loaf Baby clothes covered in penis bitterwallet/cock [...]

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