Behind The Veil Part 4: Customer Trying To Cancel Service Is Put On Hold Until Comcast Office Closes
from the are-you-there? dept
Between trying to negotiate disputed charges with increased levels of internet service, releases of customer retention employee handbooks that are hella damning, and the release of a recording with a customer retention rep that alarmed even the most cynical of us, Comcast hasn’t had an easy go of it lately. Two things have become pretty clear as these stories have rolled out to the public. First, thou shalt always record your conversations with Comcast reps (local/stupid two-party consent laws apply) or thou shalt be forever filled with regret. Second, Comcast really needs to change the way its customer service reps handle calls.
And perhaps now we’re seeing evidence that a change has indeed been implemented. Though, the process of simply putting cancelling customers on hold until the office closes probably won’t win Comcast any brownie points.
That’s Aaron Spain of Chicago (holla!), who waited on hold with Comcast about as long as it takes some people to run a marathon, three and a half hours. Upon notifying Comcast that he was trying to cancel his service, he was in fact put on hold long enough that the Comcast offices had closed while the elevator music continued to play. Aaron confirmed this by calling back into Comcast with a different phone and getting the automated message that all the people tasked with helping him cancel his service had gone home for the day.
Now, you might be wondering why someone would wait on hold for three and a half hours with Comcast to begin with. I like to think that Aaron saw this as some kind of completely idiotic test of wills between a megalithic corporation and himself, and he’d be damned if he wasn’t going to win. Call it the Chicago spirit. Call it boredom. Call it the opportunity for a great YouTube video.
Whatever you call it, don’t call Comcast about it, because they’ll put you on hold until they leave for the day.