.
July 15th, 2014
10:14 PM ET

Listen to a Comcast rep. refuse to cancel customer's service

If you've ever tried to cancel your cable service, you know how difficult it can be to do it over the phone. There's the wheeling and dealing to get you to stay.

Ryan Block was trying to cancel his Comcast service over the weekend.

After 10 minutes of getting nowhere, he started recording his conversation with a representative.

The call lasted for 18 minutes before the service was finally canceled and the call ended. The recording went viral, and Comcast responded with a statement reading in part:

"The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action."

Mediaite's Joe Concha is OutFront.


Filed under: Business • News • Tech
soundoff (5 Responses)
  1. Joe

    Who cares, is there really nothing else to talk about. Customer needs to move on and stop being a baby.

    July 18, 2014 at 9:32 pm | Reply
  2. Joe

    Is there really nothing else to talk about. Who cares, the customer needs to move on and stop being a baby.

    July 18, 2014 at 9:31 pm | Reply
  3. Cat lady

    As a former Comcastic employee I can confirm that it is the way reps are trained to handle calls. I worked in the billing dept and when a customer stated he/she wanted to disconnect we were trained to "explain our features and benefits" even before transferring to the retention dept where they would be subjected to the same. I am certain mr block will receive a bill for services. I fielded calls in my department all day long from people who thought they had successfully disconnected services only to find out they had been referred to collections. I always instructed customers to personally deliver the equipment to the local office (even if it was an hour away in many cases) to disconnect in person and always always get a receipt for the returned equipment. For some reason the company had a problem with removing equipment from accounts which resulted in former customers going to collections because of the company's flawed procedures. I am happy to be a former employee. It hurt my conscience to go to work every day because I knew how much the company was fleecing customers.

    July 16, 2014 at 9:57 pm | Reply
  4. Awful

    OK COMCAST. LISTEN UP.

    RE: DAMAGE CONTROL

    How about using this script.

    To the general public, stock holders, affiliates, sponsors and employees of Comcast. In light of our recent embarrassing story (Comcast Rep. Refuse to Cancel Customer's Services) we will no longer hire and or retain boot leg workers and assure training across the board, in a matter in which it much oblige our customers and stakeholders.

    Furthermore, we will not fire the customer service representative who took the call (he was just reading our proven script), but rather change our script and seek quality service, to meet the needs of every customer. We ask of every
    one’s deepest apology. And remember! We’re the best in the Country.🙂

    July 16, 2014 at 4:11 pm | Reply
  5. Common Sense

    That is a retention rep (not customer service) doing the job they were hired to do. Their job is to do anything and everything to prevent the customer from leaving. PS- This "customer" is no longer a "customer", and would have cancelled his service regardless of his interaction on this call. Try cancelling a cell phone, credit card, or other service- you get the same-

    July 16, 2014 at 1:36 pm | Reply

Post a comment


 

CNN welcomes a lively and courteous discussion as long as you follow the Rules of Conduct set forth in our Terms of Service. Comments are not pre-screened before they post. You agree that anything you post may be used, along with your name and profile picture, in accordance with our Privacy Policy and the license you have granted pursuant to our Terms of Service.