Posted on 07/15/2014 11:01:48 AM PDT by PoloSec
Deciding to cancel a cable service subscription can be difficult -- breaking the news to the cable company can be near-impossible.
Tech journalist Ryan Block and his wife Veronica Belmont tried to cancel their Comcast service last week over the phone.
Block says 10 minutes into his frustrating conversation with the Comcast customer service representative, he started recording the phone call, which he posted on SoundCloud.
The representative, whose name Block withheld, repeatedly demanded to know why Block would want to cancel the service.
Block tells WTOP he and his wife told the representative they wanted to change providers, before the recording began.
Several times the agent said "I'm just trying to understand," although Block's statements were clearly understandable.
"It sounds like you don't want to go over this information with me," says the representative.
"I am declining to state why we are leaving Comcast, because I don't owe you an explanation," Block said patiently.
"We are the number one provider of Internet and TV service in the entire country," continues the rep. "Why is that you're not wanting to have the number one service?"
"I'm just trying to figure out what it is about Comcast service that you're not liking, and not wanting to keep," states the agent.
Block asked the representative to simply cancel the service, but the agent countered with "I'm just trying to help you."
Contacted by WTOP, Jenni Moyer, senior director of corporate communications network & operations apologized.
"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize," says Moyer.
"The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives," says Moyer.
"We are investigating this situation and will take quick action," says Moyer. "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."
Listen to the portion of the phone call Block posted to SoundCloud: (AUDIO @ SITE)
The reps get paid for customer retention. The guy was just doing what he was trained to do.
These “retention teams” at customer service centers are getting as aggressive as any bill collector. The fact is these calls are very expensive to these companies. An average customer support call can cost a company $10 or more. Keeping an agent on the line cost seven more than that.
funny...when i cancelled my comcast, the process took less than five minutes.
now they did call me about a year or so later. that call took under a minute.
didn’t like comcast, don’t like comcast, doubt anything they can do will ever change my opinion
We cancelled Comcast a few years ago after having it since the 70s and they didn’t care.
I see no problem with telling them why the switch.
He told them that much. He didn’t have to tell them that.
If he teals them why, say the other provider has a network Comcast doesn’t, he may make a more competitive landscape.
Me, I cancelled in 1994.
Never had it since, don’t need it, don’t want it.
Nasty vile stuff on most of the channels.
And I am sure the harassment you describe is 100% true.
These huge corps can make money that way, extra bills they know are wrong etc...
Cox sucks as well. The Ba$tards keep increasing their subscription rates. What really sucks is how they have the different channels interlocked together.
My wife uses an AT&T phone. We are moving over to them next month.
We are getting ready to leave US Cellular phone system. My wife has been with them since bag phones. Every time we have interaction with them, the rep always says “I’ve never spoken to someone who has been a customer this long”. Over 20 years.
Sounds like a salesman for condo timeshares.
Yea, right.
Bull spit. These companies purposely make it hard to cancel hoping you’ll get frustrated and hang up. Ever try to cancel a charge to your phone or direct withdrawal? They always charge one or two more times than they should because they know it’s not worth it to sue them for their extra fees. Then they keep the money.
Don’t pay your bill. They will cancel it for you.
Rogers Cable is also a nightmare. I concluded that the best way to get someone on the phone is to stop paying and wait for them to call me. That was the only way I managed to cancel my cable; I stopped paying and when they called I told them to shut off the service, then warned them that a negative credit report would result in a libel suit.
Comcast overcharged me $600 last year and I went through HELL getting it fixed. I went to their main office and there were about 80 people complaining about the same thing. After waiting for 3 hours at their office I was told I had to call their customer service line. I had to go through 6 managers on the phone and finally got it fixed then last month BAM they jacked me up another $200 per month. They wear you down until you give up?
> The reps get paid for customer retention. The guy was just doing what he was trained to do.
WHETHER YOU LIKE IT OR NOT...lol
Let me tell you my Tracfone story...
I’m in a directv cancellation spat now.
Hopefully it will be done this week.
Headzup - watch out for directv.
They require a credit card as deposit for equipment - but they use it for anything they feel like...whenever they like. And when the error is pointed out [after many calls, many supervisors, etc] they say “We’ve now escalated your situation and if it comes out that you’re telling the truth, you will get a refund 7-10 business days from the escalation’s resolution”. Blah blah blah we’re keeping your money.
Last time, I said I think they’re doing this to everyone as a normal practice - at which time a listener immediately piped in ...
Good lord. NO MEANS NO. Disconnect means DISCONNECT. No if’s and’s or buts about it. Was the customer married to Comcast? Will never have them as a provider of anything.
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