Comcast 'Cares' About Not Listening To Customers, Being Obnoxious And Refusing To Cancel Service
from the incredible dept
It’s not much of a secret that broadband providers will bend over backwards to try to keep you from cancelling. In fact, many people realize that if you want to get a lower broadband bill you should just threaten to cancel. Rather than actually cancelling, you get transferred to a “retention specialist” who is paid on commission for annoying you into not cancelling. A little over a month ago, Tim Lee at Vox had some of the details, specific to Comcast:
“Everything was very commission-based,” says Adam Reinardy, who worked in a Comcast call center in Minnesota until 2008. “You lost commission if you gave deals. If you retained a customer without giving them any sort of deal, you got commission on it.”
That’s all useful background for the following recording of Ryan Block (former editor-in-chief of Engadget and the founder of gdgt) trying to cancel his Comcast service. The recording starts approximately 10 minutes into the call, at which point Block is clearly already quite frustrated about the whole thing, and the Comcast customer service rep is clearly just trying to play his “part” of getting an answer to why Block is cancelling, so that he can then try to jump onto his big bag of tricks to try to badger and bully Block into staying. It gets more and more painful:
Comcast, of course, is famous for their horrible customer service. Just a few months ago, Comcast (and Time Warner Cable) were voted the absolute worst by the American Consumer Satisfaction Index, which is “considered the most comprehensive customer satisfaction survey in the United States.” That was just a month after Comcast was voted the Worst Company in America by Consumerist. I haven’t been a Comcast customer in ages following the October from hell when they cut out my internet service every day at 10am, and when I’d call, they’d tell me it was for “scheduled maintenance.” And that it should “be back by 4pm.” When I asked if it was “scheduled” for the next day, they’d tell me they couldn’t tell me that information. Nor could they explain why I hadn’t been told of this “scheduled” maintenance or why they couldn’t refund me for all that broadband I’d paid for but couldn’t use.
Comcast has been trying, for many years, to change that view with its “Comcast Cares” tagline: