A Comcast customer service representative went out of his way – to the point of being obnoxious – to keep a customer from canceling his cable service on Monday .
Ryan Block, an AOL product manager, took over and began recording the call after his wife spent 10 minutes on the phone unsuccessfully with the representative.
“Help me understand why you can’t just disconnect us?” Block asked the unidentified Comcast representative.
The conversation went in circles for almost another 10 minutes.
“Because my job is to have a conversation with you about keeping your service,” the representative said. “About finding about why it is you are looking to cancel your service.”
The representative wouldn’t give up, asking in numerous ways why Block was canceling his service.
“So you’re not interested in the fastest Internet in the country?” the representative asked more than once.
But Block stuck to his guns.
“I’m declining to state why we are leaving Comcast because I don’t owe you an explanation,” Block said.
Finally, the call ended, rather abruptly, and Block was told his service was canceled, but he was unable to get a confirmation number.
So he took his saga to social media, tweeting this:
Generally good experiences with Comcast… until we canceled. Rep got straight up belligerent. I was able to record some, should I post it?
— Ryan Block (@ryan) July 14, 2014
Okay, consensus is I should post my recording of the Comcast rep being rude, unhelpful, condescending, etc. Include his first name / ID? — Ryan Block (@ryan) July 14, 2014
Here’s the recording of Block’s conversation with the Comcast representative:
Due to the fallout and negative publicity, Comcast has responded, tweeting this:
.@Ryan we are sorry & embarrassed by what happened. We’re determined to be better. We clearly have more work to do. http://t.co/keQQM14KKr
— Comcast (@comcast) July 15, 2014
Comcast issued this statement, which was included in its tweet:
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. 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. 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.
All in all, Block has been a good sport about the situation, as demonstrated here:
.@comcast I hope the quick action you take is a thorough evaluation of your culture and policies, and not the termination of the rep.
— Ryan Block (@ryan) July 15, 2014
.@comcast PS I hope you’ll also extend that apology to my wife, @Veronica, who had to get through the first (unrecorded) half of the call.
— Ryan Block (@ryan) July 15, 2014
H/T: The Blaze
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