Comcast Rep Won’t Let Customer Cancel – This is MADDENING!
In the midst of the all-out war over net neutrality between internet service providers and companies like Netflix, we can be reminded that for the representatives of internet service providers; it is just that – war. This Comcast rep may have made it war on one of his customers trying to cancel. You can click the link to hear the call for yourself. Ryan Block had the honor of dealing with this piece of work. This is how he described the situation.
So! Last week my wife called to disconnect our service with Comcast after we switched to another provider (Astound). We were transferred to cancellations (aka “customer retention”).
The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone. Overhearing the conversation, I knew this would not be very fun.
What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.
This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep’s repeated question — it was clear the only sufficient answer was “Okay, please don’t disconnect our service after all.”).
Please forgive the echoing and ratcheting sound, I was screwing together some speaker wires in an empty living room!
I can feel for the rep here. It’s almost guaranteed that he is on some sort of final notice, and in order to keep his job, he’s required to meet a certain number of retentions. He may have learned that his technique keeps enough customers to overlook the amount he pisses off. You can hear it in his voice, he’s desperate. That poor customer just got the brunt of his desperation.