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

[kranky]

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

When they tell you "This call may be recorded for quality assurance purposes", I assume they are giving me permission. They're coming right out and telling you the call may be recorded.

I suppose it's possible they are saying the call might or might not be recorded on their end, but I interpret it differently.

 

[sze5003]

When I had to cancel I just told them I was moving out west specifically where Comcast doesn't exist and only time Warner is/was available. They took me off.

I also had their business internet and when the contract was up I told them to cancel me because I had taken over the account which my parents signed up for when they lived here but then moved away. Being a business service they could not cancel until it was over or pay a huge ETF. They also cancelled me right away as soon as the year was up.

I've had no issues with their business internet but living in an apartment I don't want a contract.

The residential is a complete pain. Every time my bill goes up I call straight into rettentions. I tell them I want to cancel. I don't even ask for a better deal or a couple bucks off because then they have you and never lower the price.

I tell them I keep getting fliers for Fios for $79 a month with 50mb internet and premium cable. They tell me it's not the same because Fios channels must be less or different. I say well I'm going to go with that since its more affordable.

Suddenly they find me cable and internet for $89 or $79 bucks depending on the time.

My complex doesn't even get Fios so I don't know why I get the fliers. But it's so annoying to call in each time. This time they couldn't do it for $79 so I'm paying $95 with tax for digital premium, non hd and 50mb internet.

 

[Miramonti]

Holy fvcking cr@p, I don't know if our country will be able to survive the exponential suicide rate increase this type of bullheaded mind-raping catastrophy called Comcast is in the process of causing.

In fact if Comcast ever goes into Japan, no one will survive.

 

[Ichinisan]

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

Oh wait...

Free market means people will see this crap and avoid Comcast. Then Comcast has to change if they want to make any money.

 

[Miramonti]

Free market means people will see this crap and avoid Comcast. Then Comcast has to change if they want to make any money.

That's idealistic, not always realistic. Monopolies often have so much leverage, they can exploit it and sh!t on people's face like this and get away with it because of the limited other options. It's not a free market when one company is able to buy up whole regions of services, including where other cable operators aren't able to fairly compete (among plenty of other issues and circumstances that give these companies so much leverage.)

 

[AznAnarchy99]

Free market means people will see this crap and avoid Comcast. Then Comcast has to change if they want to make any money.

Not really when it comes to service providers. You basically have 1 cable provider, one DSL, and maybe one satellite.

 

[Jeff7]

Ok, now, I mean, I mean, okay, I mean, now, okay, okay, okay, I mean, why?

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

UPDATE: Comcast passes along the following statement: “We’re investigating this situation and certainly want to apologize to the customer. This isn’t how our customer service representatives are trained to operate.”

"Those morons are supposed to inform the customer that recording the conversation is a violation of the terms and conditions, and that they need to stop any recording devices or face legal action."



Give it time, they might do that. Various large companies already have verbiage in their terms&conditions which says that you waive the right to take them to court. Yes, Comcast is on there.
PDF link.

a. Purpose. If you have a Dispute (as defined below) with Comcast that cannot be resolved through an informal dispute resolution with Comcast, you or Comcast may elect to arbitrate that Dispute in accordance with the terms of this Arbitration Provision rather than litigate the Dispute in court. Arbitration means you will have a fair hearing before a neutral arbitrator instead of in a court by a judge or jury. Proceeding in arbitration may result in limited discovery and may be subject to limited review by courts.
b. Definitions. The term “Dispute” means any dispute, claim, or controversy between you and Comcast regarding any aspect of your relationship with Comcast, whether based in contract, statute, regulation, ordinance, tort (including, but not limited to, fraud, misrepresentation, fraudulent inducement, negligence, or any other intentional tort), or
any other legal or equitable theory, and includes the validity, enforceability or scope of this Arbitration Provision. “Dispute” is to be given the broadest possible meaning that will be enforced. As used in this Arbitration Provision, “Comcast” means Comcast and its parents, subsidiaries and affiliated companies and each of their respective officers, directors,
employees and agents.

Surprisingly, they do say that you can opt out of this arbitration condition, but you have to do it within 30 days of receiving the agreement document.


But don't worry, since they say it will be "fair" and "neutral," while they're doing what they can to coerce you to stay out of court, I'm sure everything will be just fine.

 

[purbeast0]

lol wow i'm finally listening to this and this is retarded. that guy kept his cool a lot more than i would have. probably just being patient because he knows he's recording it, but holy shit this would drive me nuts.

 

[Markbnj]

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

They are trained to stick to the fucking script.

I still find it hard to believe a company would purposefully train them to be that obnoxious, lol.

 

[master_shake_]

guaranteed 105 mbps*

*speed not guaranteed.

 

[Miramonti]

Secretly I suspect this employee is up for Employee of the Year for his unwillingness to let a customer cancel.

 

[John Connor]

We have all three Comcast services; Phone, Internet and cable TV. About monthly one goes out or all three. Just today the fucking TV was out. COMCRAP SUCKS! I complained of all the outages and I demanded a credit, stupid rep said all she could do was give us HBO or Showtime free for like three months. It must have been four months and we still have free HBO. They better no charge us either.

https://www.youtube.com/watch?v=KMcny_pixDw

 

[master_shake_]

something tells me the guy at comcast has never paid for a meal in a restaurant

 

[Jeff7]

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.

"Ok, great! I'll transfer you to our affiliate there! What is your new address going to be?"


"I won't have one. I figured that Iceland would be a great place to roam around as a professional derelict."


"Well then could I interest you in a roaming data plan for our wifi service?"

something tells me the guy at comcast has never paid for a meal in a restaurant

Perhaps. But if he ever does any repeat business, they'll spit in his food, then follow it with drain cleaner and rat poison.

 

[slayer202]

I hope they get an influx of prank "I want to cancel my service" calls

 

[Stifko]

I am listening to it now. That rep is so obnoxious. I was transferred to the retention dept when I cancelled my service from Cablevision and the rep was aggressively trying to keep me on, but nothing like this guy.

 

[zCypher]

i lol'd. friggin ridiculous. it's not *how the training is done* - but the metrics and rewards DO breed those types of reps. lesser number of churn = better stats, and that's all there is to it. there's no part of those metrics that state "you have to have legitimately won over the client without pushing them or being obnoxious". if the numbers are good, you're a model employee.

this guy was obviously way overboard. i don't know how the customer kept his cool in this case. that is a crazy amount of patience right there.

 

[Printer Bandit]

Customer should have just answered the questions honestly to shut the rep up.

All this stuff about I don't have to tell you or it's none of your business is what's wrong with this generation.

 

[IronWing]

Customer should have just answered the questions honestly to shut the rep up.

All this stuff about I don't have to tell you or it's none of your business is what's wrong with this generation.

It is none of their business and people need to learn that shit that is none of their business is none of their business.

 

[sze5003]

What's the point of answering the questions? It's too expensive...well we can offer you a tripple play or you can downgrade your service and pay close to what you were originally paying on a promotion. One repp suggested I downgrade my cable package and internet and the price was more than what the current bill was...so again they won't do Jack for a customer unless you actually want to cancel and perhaps sign up as a new customer a month later or so.

 

[Leros]

I hope Comcast doesn't acquire Time Warner Cable. As much as I want to hate Time Warner Cable, they've always been awesome when I've called customer support and now they have 1 hour service windows.

 

[Jeff7]

Customer should have just answered the questions honestly to shut the rep up.

All this stuff about I don't have to tell you or it's none of your business is what's wrong with this generation.

Or just lie. Or confuse their marketing department. Or have some fun.


"I'm leaving because I'm now morally opposed to companies whose names require the tongue to contact the roof of the mouth when they are pronounced."

"I'm getting onboard with Time Warner Cable, but I'll be back with Comcast anyway after this unholy merger. I just want to enjoy that ride."

"Because Thor commands it."

"I've heard that Comcast held a celebration for LGBT rights. Four-letter acronyms make me nervous."

"Did you know that Tuesday has 180 more calories than a cubic yard of intergalactic space?"

"Market trends indicate that you are going to be supplanted by Yahoo Fiber Wifi in this area sometime within the next 90 days. I'm willing to cancel now and wait anxiously."


See who wants to stay on the phone longer.

 

[desura]

I'm only halfway through the call but holy motherfffffffff shttttt this is AMAZING.

 

[desura]

This guy must have been hopped up on coke or something. Wow, I'd hate to just...be around him...

 

[Mojoed]

I would love to have the opportunity to be bent over, verbally lambasted, and otherwise used and abused by Comcast in exchange for 50Mb/s+ download.

Where I'm from 2.5Mb/s runs north of $70 per month and the only alternative is dial up.