Comcast refusing to disconnect cable service for Engadget editor - call was recorded

[Train]

It's an example of how they train their reps, I'm afraid.

this. They have scripts in front of them, with various rebuttals already lined up.

They are trained to stick to the fucking script.

 

[momeNt]

Oh yeah, bad bad government. More control to the corporations, they'll regulate themselves just like the cable companies and ISPs do.

Oh wait...

One of the things people like you need to realize is that there are two types of entrepreneurs. There are policy entrepreneurs, and innovative entrepreneurs. Cable companies are pretty much now solely policy entrepreneurs, they seek government granted monopolies in order to halt innovation and focus on margins. They use policy to shield themselves from disruptions, not innovation.

 

[JTsyo]

The call was already being recorded on their end most likely. Doesn't the consent work both ways?

Maybe you need a disclaimer in the beginning.

This call is being recorded so we can ridicule customer service on the internet.

 

[Imported]

"hi, I'm calling to cancel my service."
"we're sorry to hear that, why are you canceling?"
"I'm moving to Iceland."

has been my experience every time I've had to cancel cable and didn't want to jump through hoops.

Why didn't I think of this. I've had to cancel cause of moves to areas the service wasn't available at and they still kept pestering.

 

[OutHouse]

You have metrics -

metrics, the tool that is so misused in corporate world.

even listening to this i want to turn green and say HULK SMASH!!!!

 

[alkemyst]

"hi, I'm calling to cancel my service."
"we're sorry to hear that, why are you canceling?"
"I'm moving to Iceland."

has been my experience every time I've had to cancel cable and didn't want to jump through hoops.

I just grab the cable and pull it all back into my house right from the CO.

 

[Phokus]

Interesting comment about how other businesses handle cancellations at call centers:

http://www.reddit.com/r/offbeat/com...ont_let_this_customer_quit_even_after/ciy2hex

Luckily, the call center I worked in was for retirement and annuity contracts. We were so tightly bound by federal and state legislation that that shit could not happen and at any rate, we weren't the sales team--we were just the support team for the sales folks and clients alike. I consider myself lucky because my call center experience could've been a lot worse but on the other hand, mine was so much worse than a lot of others I read about...

Looks like there needs to be heavy regulation in how call centers handle something like this. Of course conservatives are morons who hate regulation and something so sensible would never pass.

 

[thomsbrain]

Obviously faked because it only took one call to get the job done. I generally need 2-3 calls to get someone to take any sort of action at Comcast. They have literally screwed up every single possible aspect of my last move: screwed up the address, the modem rental, the account names, emails and numbers, the services I have, the charges, and the auto-pay. Every. Single. Possible. Thing. Oh yeah, and they sent me to collections BEFORE they sent me a bill. Fuck you, Comcast. FUCK. YOU.

Unfortunately, they put all their money into lobbying, so they have a monopoly and I have no other choice for high-speed internet. So unless I want to use my cell phone, I have to bend over and take it up the ass like everyone else.

 

[OutHouse]

Interesting comment about how other businesses handle cancellations at call centers:

http://www.reddit.com/r/offbeat/com...ont_let_this_customer_quit_even_after/ciy2hex



Looks like there needs to be heavy regulation in how call centers handle something like this. Of course conservatives are morons who hate regulation and something so sensible would never pass.

You are crazy

 

[Lifted]

Oh the ironing...

If there’s one guy in the world who knows whether or not he wants to cancel his Comcast service, it’s Ryan Block. The former head of Engadget, founder of GDGT, and now product dude at AOL

http://techcrunch.com/2014/07/15/tech-blogger-tries-to-cancel-comcast-service-hilarity-ensues/

 

[Train]

Interesting comment about how other businesses handle cancellations at call centers:

http://www.reddit.com/r/offbeat/com...ont_let_this_customer_quit_even_after/ciy2hex



Looks like there needs to be heavy regulation in how call centers handle something like this. Of course conservatives are morons who hate regulation and something so sensible would never pass.

Somewhere a few decades ago, Phokus senior was heard saying:

"Looks like there needs to be heavy regulation in how cable companies cover neighborhoods. Competition is an obvious waste, there should just be one allowed per municipality. Of course conservatives are morons who hate regulation and something so sensible would never pass"

You should read 1984
"It would be dire if the laws we make today... in such an information society were subversive of its freedom."- George Orwell

 

[Engineer]

WTF is this shit? Somebody needs to take the Comcrap rep out and beat him and also beat whoever came up with this line of bullshit.

 

[CLite]

This is exactly the phone conversation my wife had with Comcast when she tried to get us off. I was listening to it on speakerphone and took over the phone conversation after 10 minutes and was a complete asshole and the rep put me on hold. Someone else came on and said we had a mark on our account for being rude and how they don't deserve to be treated like that. Anyways the person who came on was able to terminate us without another round of badgering so I considered it a success.

 

[slayer202]

obnoxious. I get so pissed when I have to deal with a completely moronic customer service person. but the dude recording was milking it for the recording too though

 

[PokerGuy]

I like the "I'm moving to Iceland" line, that pretty much shuts it all down. They don't have an answer on their script for that.

 

[squarecut1]

The real question is, why in the world did this guy want to cancel the best Internet service in the world? Something wrong with that. That is what I know.

 

[IronWing]

People pay for TV?

 

[squarecut1]

People pay for TV?

Well, people do pay for garbage too.

 

[IronWing]

Well, people do pay for garbage too.

To take it away, not to have it delivered.

 

[squarecut1]

To take it away, not to have it delivered.

I know it was a bad analogy. Really, I have no rational answer to your question.

Somebody would have to pay me to watch CNN, ABC, CBS, FOX, and the various other kinds of garbage on the TV. And not pay just a little. A lot.

 

[nageov3t]

To take it away, not to have it delivered.

idk, I see garbage delivery trucks with an all-too common frequency in my neighborhood.

 

[Jodell88]

Wow, just wow.

 

[thescreensavers]

I dont even call comcast anymore I Just email we_can_help@cable.comcast.com and bam no issues.

Need new service or what not? I find a rep at a local store to go talk to in person. They help me out all the time.

I never call Comcast ever unless I absolutely need to.

 

[1sikbITCH]

I hope he did this in AZ, its against the law to record people w/o their knowledge. The Terms on the inbound call may be good enough though.

In Arizona you only need the consent of one party to record the conversation. That would be the guy making the call.

If the Comcast call center is in Maryland, then the customer would have been committing a felony. Maryland requires all parties to consent to being recorded.

 

[Pocatello]

I dont even call comcast anymore I Just email we_can_help@cable.comcast.com and bam no issues.

Need new service or what not? I find a rep at a local store to go talk to in person. They help me out all the time.

I never call Comcast ever unless I absolutely need to.

I have Cableone in my area. It's the same thing. Calling in is a waste of time.