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PumpkinAle

(1,210 posts)
Tue Jul 15, 2014, 05:26 PM Jul 2014

Comcast Serves Up What May Be the Worst Customer Service Call in History

The call starts like this:

Block: We’d like to disconnect please.

Comcast rep: Why is it that you don’t want the faster speed? Help me understand why you don’t want faster internet.

Block: Help me understand why you can’t disconnect us.

Comcast rep: Because my job is to have a conversation with you about keeping your service, about finding out why it is that you’re looking to cancel the service.

Block: I don’t understand …

Comcast rep: If you don’t want to talk to me, you can definitely go into the Comcast store and disconnect your service there.

And it goes on for another seven more excruciating minutes.

Full discussion audio and story here:

https://www.yahoo.com/tech/this-may-be-the-worst-customer-service-call-in-history-91851980684.html
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I think Mr. Block was amazing - I would have given up and curled up in a corner crying.

36 replies = new reply since forum marked as read
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Comcast Serves Up What May Be the Worst Customer Service Call in History (Original Post) PumpkinAle Jul 2014 OP
Omg, I listened to this and I wanted to scream. I felt sorry for this guy he was very calm imo. SummerSnow Jul 2014 #1
HA! The first thing I got rid of in my Dad's portfolio was Comcast Warpy Jul 2014 #27
My absolute WORST experience was with Comcast. arcane1 Jul 2014 #2
I can almost top that with West Elm..... Swede Atlanta Jul 2014 #4
IMO AT&T is worse. I've dealt with both companies. tridim Jul 2014 #8
I am SO FUCKING JEALOUS!!! I want Google Fiber PeaceNikki Jul 2014 #25
Yep blueamy66 Jul 2014 #14
"Why is it that you donít want the faster speed?" alp227 Jul 2014 #3
You should have heard me trying to cancel a credit card a few years ago KamaAina Jul 2014 #5
Comcast 'Embarrassed' By The Service Call Making Internet Rounds steve2470 Jul 2014 #6
They're embarrassed they got caught. n/t progressoid Jul 2014 #9
agreed nt steve2470 Jul 2014 #11
What a bunch of horseshit! LTR Jul 2014 #21
I ran into a similar situation once, it was frustrating. "Because. Can you cancel my service?" "but uppityperson Jul 2014 #7
This sort of happened to me years ago with AOL aint_no_life_nowhere Jul 2014 #10
You're not the only one. strategery blunder Jul 2014 #22
I can only assume this Comcast rep has a perfect record of retention.... Hassin Bin Sober Jul 2014 #12
Or he's squeezed to retain. Drunken Irishman Jul 2014 #20
I had roughly that experience trying to cancel XM Sen. Walter Sobchak Jul 2014 #13
Brokeback Cable Generic Brad Jul 2014 #15
Took me 20 mins to cut Time Warner's cable. Eleanors38 Jul 2014 #16
wow dembotoz Jul 2014 #17
Reminiscent of trying to cancel AOL. OMG!! WillowTree Jul 2014 #18
I feel bad for Mr. Block - but also the agent. Drunken Irishman Jul 2014 #19
Yep, that sums it up rather well IMO! n/t RKP5637 Jul 2014 #26
What else is there other than tech, customer service, or retentions? TlalocW Jul 2014 #33
Well I guess costumer service is too broad a term... Drunken Irishman Jul 2014 #35
comcast is the worst. Breaking up with them is a time consuming nightmare ecstatic Jul 2014 #23
Consumerist has an update on this story strategery blunder Jul 2014 #24
I think if I ever get that runaround ..... oldhippie Jul 2014 #28
They will probably want to offer you the 'life after death option' and request a 'perpetual RKP5637 Jul 2014 #29
I've been on both sides TlalocW Jul 2014 #30
To be a little contrarian, if I'd been Block, I'd have hung up closeupready Jul 2014 #31
I would never be able to hold my temper, I would have told them to F off after the RKP5637 Jul 2014 #32
did onethatcares Jul 2014 #34
Way better than the debacles I had with Sprint about 10 years ago TheKentuckian Jul 2014 #36

Warpy

(112,144 posts)
27. HA! The first thing I got rid of in my Dad's portfolio was Comcast
Wed Jul 16, 2014, 03:41 PM
Jul 2014

I knew satellite services would bury them and I hated their business model. It turned out to be a great decision because the other communications company I put that money in has been doing quite well. Comcast has been doing bupkus in comparison.

Here they send people door to door. The spiel starts with "We see you once had the service and want to know why you disconnected" and they motormouth to the point you have to be rude and shut the door in their faces. I sympathize with Mr. Block. They're remarkably adhesive even when you don't have the service and have no intention of ever getting it.

FWIW, I've lived here 18 years and have never had cable. I think the previous owners did, I have the cable rolled up behind a piece of furniture, ready for the next occupants of this house if they turn out to be insane.

tridim

(45,358 posts)
8. IMO AT&T is worse. I've dealt with both companies.
Tue Jul 15, 2014, 06:04 PM
Jul 2014

Google Fiber knows how to do service, I have none of these concerns with them.

 

blueamy66

(6,795 posts)
14. Yep
Tue Jul 15, 2014, 08:39 PM
Jul 2014

They suck.

I wouldn't even phone them anymore, cause I couldn't understand a word that was said, each and every time. I would only chat, which was a nightmare as well.

I was calling because the service was out. They asked me how I was 3 times. Couldn't send anyone out for 4 days.

Screw that.

alp227

(32,277 posts)
3. "Why is it that you donít want the faster speed?"
Tue Jul 15, 2014, 05:53 PM
Jul 2014

Lol, nice example of the loaded question. "Customer service" my butt!

LTR

(13,227 posts)
21. What a bunch of horseshit!
Tue Jul 15, 2014, 11:32 PM
Jul 2014

Companies like Comcast demand their reps act like this. If they fire him for this, they're hypocrites.

uppityperson

(115,693 posts)
7. I ran into a similar situation once, it was frustrating. "Because. Can you cancel my service?" "but
Tue Jul 15, 2014, 06:00 PM
Jul 2014

why?"

Because I want to cancel.
but why
can you cancel?
yes, I can, but why?
Because.
etc

No, there is nothing you can do or offer. I want to cancel and that is enough reason.

aint_no_life_nowhere

(21,925 posts)
10. This sort of happened to me years ago with AOL
Tue Jul 15, 2014, 06:06 PM
Jul 2014

when I was first starting to use email. The guy I asked to disconnect me from service was like a barnacle on a rock that couldn't be dislodged from the notion that he could talk me out of it. I kept trying to tell him that I didn't want AOL anymore. I think I've become less polite since then and today I would have set the phone down and walked away with him still talking after shouting that I wanted him to just disconnect my fucking service.

strategery blunder

(4,225 posts)
22. You're not the only one.
Wed Jul 16, 2014, 03:05 AM
Jul 2014

Normally I would not have touched AOHell with a 376459370 foot pole, but years ago when I was visiting an elderly relative without internet access for about a month, I convinced her to let me set up one of the AOHell free 30-day "trials," so I could check my e-mail, keep up a bare minimum of activity to prevent various online accounts from getting deleted, and cancel the trial before I left, leaving her with no obligation.

Of course, AOHell's CSR didn't need to know that, they only needed to know that dial-up was laughably slow (even if marginally better than no internet at all).

Trying to cancel the trial went just about exactly the same as it did for this poor Comcrap customer--only the AOHell rep couldn't even try to justify it with "blazing fast" service. Not that such limitations of the service prevented the CSR from trying!

In the end I wished I had simply gone without, instead just allowing aforesaid miscellaneous online accounts to inactivity-delete, as nothing was worth that amount of frustration to cancel.

Hassin Bin Sober

(26,462 posts)
12. I can only assume this Comcast rep has a perfect record of retention....
Tue Jul 15, 2014, 06:09 PM
Jul 2014

..... or one retention away from a "major prize" or bucking for management - or all of the above.

 

Drunken Irishman

(34,857 posts)
20. Or he's squeezed to retain.
Tue Jul 15, 2014, 10:28 PM
Jul 2014

Most retention jobs put the agents on the chopping block if they don't have good numbers. Comcast is really bad at this.

 

Sen. Walter Sobchak

(8,692 posts)
13. I had roughly that experience trying to cancel XM
Tue Jul 15, 2014, 08:35 PM
Jul 2014

My XMp3 portable radio was replaced twice under warranty and had now died out of warranty. I had no working XM compatible radio amongst my worldly possessions.

The girl went through her script undeterred by the fact I had no means with which to receive their service and no intention of buying another XMp3 when the original had been a piece of shit and the only other portable radio they offered was enormous.

Indeed nothing she said (offers first of discounted and then free service) had any relationship to the fact I didn't own an XM radio.

 

Eleanors38

(18,318 posts)
16. Took me 20 mins to cut Time Warner's cable.
Tue Jul 15, 2014, 09:57 PM
Jul 2014

They couldn't let up. Felt sorry for the service rep whose job it was to an impediment for my cancellation. Had to ask: Is there a law against me dropping service?

 

Drunken Irishman

(34,857 posts)
19. I feel bad for Mr. Block - but also the agent.
Tue Jul 15, 2014, 10:21 PM
Jul 2014

I actually applied for a job at Comcast and know many who work with them. Their job is contingent on keeping costumers. If they're in retentions, which he probably is, they have to do this or risk losing their job. Basically, take every measure possible to keep the consumer, even if it comes across like this.

Some (most) call center jobs suck for this season. You're conditioned to provide 'good costumer service' but also told to do everything in your power to keep a costumer and if you don't, you lose out on money and potentially your job.

If you get a call center job, don't do tech support ... don't do costumer service ... and don't do retentions.

 

Drunken Irishman

(34,857 posts)
35. Well I guess costumer service is too broad a term...
Thu Jul 17, 2014, 08:56 PM
Jul 2014

There's basic costumer service jobs and then other jobs where you assist someone but don't have quotas or benchmarks you have to reach on retaining costumers.

The call centers I've avoided while looking for work are the ones where I have to directly sell something to the person - even if that isn't my job.

So, say, you're in tech support, you service the call and then you're expected, in many cases, to push for an upgrade. I wouldn't want that job.

Collections and retentions are the worst of the call center jobs, though.

What I've done in call centers:

1. Census (I essentially was a data enter who called people and took calls and basically entered their information into the system - easiest job I've ever had and got nearly $15 an hour for it!)

2. Marketplace CSR (I worked the ACA and handled web chat and in coming calls for individuals who had basic questions and wanted to fill out an application. Another easy job that was pretty much data entry)

3. Fraud (Fraud for a major credit card company. Basically, I assisted costumers who had to report fraud or needed to verify a transaction).

Those jobs aren't terribly bad for call center jobs. The fraud job, I was never expected to sell anything. If the costumer wanted to cancel their credit card, I transferred them over to retentions. If they had questions about their card, I transferred them over to costumer service.

So, that's what I meant - there are call center jobs where you're not going to be forced into meeting these sales metrics.

ecstatic

(33,193 posts)
23. comcast is the worst. Breaking up with them is a time consuming nightmare
Wed Jul 16, 2014, 03:23 AM
Jul 2014

that I have not yet mastered. I've gone as far as turning in the cable box--had to wait in line for an hour. Of course, they couldn't disconnect my service in the store. I had to call them back, at which point, they gave me another offer I couldn't refuse. It's time to break up with them again but I dread the long line at the store. I'm actually paying for two different cable companies and internet services.

 

oldhippie

(3,249 posts)
28. I think if I ever get that runaround .....
Wed Jul 16, 2014, 03:46 PM
Jul 2014

... when trying to cancel service, when they ask why I want to cancel I will tell them that I am moving to a hospice facility for the final phase of my terminal illness and I am trying to wrap up my affairs. I wonder if they have a script for that?

RKP5637

(67,112 posts)
29. They will probably want to offer you the 'life after death option' and request a 'perpetual
Wed Jul 16, 2014, 03:58 PM
Jul 2014

credit card.'

TlalocW

(15,433 posts)
30. I've been on both sides
Wed Jul 16, 2014, 04:02 PM
Jul 2014

Back when dial-up was the only way to get internet, I had a second phone line installed, and I didn't pay attention to the frequency of my bills (I thought my two lines would be lumped together) until both bills arrived at the same time, and I saw that I was being charged a long distance fee for my computer line, and I remember telling the agent not to give me long distance on it. So I called Sprint wanting to get my money back (it came to just over $100), and the guy told me he could only refund the last two months so I asked to talk to a supervisor. He told me that if I talked to a supervisor, I would forfeit any claim to a refund. I said bullshit and asked for a supervisor, and we started arguing over whether he was going to let me talk to a supervisor. So finally I just started very rapidly saying over and over, "give me a supervisor I want to talk to a supervisor you're a douche give me a supervisor I want to talk to a supervisor you're a douche," while he kept trying to interrupt, "Sir... Sir... SIR! FINE YOU CAN TALK TO A SUPERVISOR!" Got my money back.

And once when working for DirecTv, I got a tech call from a guy wanting me to re-order his television channels. I asked him if he meant he wanted to set up a favorite's list, but no, he wanted the channels reordered for his convenience, and he wasn't going to take no for an answer. So I pounded on my keyboard for 30 seconds, telling him, "Okay, I'm NOT supposed to do this, but you're a good customer... We can see the percentages of what channels you watch the most so we'll get it changed... There. All done. It will unfortunately take 24 hours for this to go into effect so if there's any problem, don't hesitate to call back!" He hung up grateful.

TlalocW

 

closeupready

(29,503 posts)
31. To be a little contrarian, if I'd been Block, I'd have hung up
Wed Jul 16, 2014, 04:06 PM
Jul 2014

and called back to another rep. Barring that, dispute the charges with the credit card company.

RKP5637

(67,112 posts)
32. I would never be able to hold my temper, I would have told them to F off after the
Wed Jul 16, 2014, 04:09 PM
Jul 2014

first few minutes.

TheKentuckian

(25,302 posts)
36. Way better than the debacles I had with Sprint about 10 years ago
Thu Jul 17, 2014, 09:24 PM
Jul 2014

Usually brought visions of smoke and fire, the stench of blood, and the thundering of horses in armor to mind along with actual tears of impotent rage.

I should have bailed and paid whatever ETF they had (which was substantial) when they cut me off the first three times I paid the bill (which was remedied only by refusing to pay the bill for several months till they cut it off, which seemed to then reboot something so they could take a payment and leave the service on).

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