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

[Fanatical Meat]

pizza delivery in a non-beat up audi?

**That was before they had to mark everything up $.25 to cover health care for their workers. The $.25 increase has really taken a dump on profits.
(sarcasm)

 

[squarecut1]

What? he is under NO OBLIGATION to answer any questions, he's not applying for a car loan, he's canceling his cable service, let Comcast find out themselves why they are among the most hated companies in the world, if he chooses not to discuss his reasons THAT'S HIS BUSINESS!.

Being under no obligation to answer a question and not answering can be two very different things. Slightly off topic, but I think most people would rather prefer dealing with Comcast than this. Here too, the people are under no obligation to answer.

http://youtu.be/u4Ku17CqdZg

 

[Brainonska511]

If Comcast were a monopoly, we wouldn't even be having this conversation. They may dominate their regional market, but they're not a monopoly anymore than Microsoft or Google is.

They may not be a global monopoly like Microsoft was at one point, but they are certainly in control of regional monopolies.

 

[lord_emperor]

I tried listening but couldn't deal with the recording-of-speakerphone and southern accents. I'm assuming he didn't even try to answer the questions.

Anyway it's in Comcast's interest to find out why someone is disconnecting service and prevent it if at all possible - it costs almost nothing to provide services after the initial installation so a deeply discounted subscriber is bringing in more revenue than no subscriber.

You can either politely answer the questions or just say you're moving somewhere you can't get service.

 

[1sikbITCH]

I tried listening but couldn't deal with the recording-of-speakerphone and southern accents. I'm assuming he didn't even try to answer the questions.

Anyway it's in Comcast's interest to find out why someone is disconnecting service and prevent it if at all possible - it costs almost nothing to provide services after the initial installation so a deeply discounted subscriber is bringing in more revenue than no subscriber.

You can either politely answer the questions or just say you're moving somewhere you can't get service.

You just stated you don't know wtf is going on because you can't understand English and therefore you're just going to assume some stuff which was wrong and then you proceeded to voice your astute opinion on the matter.

You're going to fit right in here!

 

[sze5003]

I tried listening but couldn't deal with the recording-of-speakerphone and southern accents. I'm assuming he didn't even try to answer the questions.

Anyway it's in Comcast's interest to find out why someone is disconnecting service and prevent it if at all possible - it costs almost nothing to provide services after the initial installation so a deeply discounted subscriber is bringing in more revenue than no subscriber.

You can either politely answer the questions or just say you're moving somewhere you can't get service.

Where are those deep discounts? I have been a customer for a long time.

 

[desura]

The crazy thing about the call was how the Rep, without irony or even stumbling, kept on repeating that Comcast was the number one service IN THE ENTIRE COUNTRY.

You'd think most normal people would be like, "yeah, it's pretty fast man."

What do you think he's like on dates and shit?

 

[squarecut1]

Where are those deep discounts? I have been a customer for a long time.

Since they are the only game in town, they don't need to offer you or me any deep discounts.

 

[sze5003]

My buddy just got 102mb internet from them by complaining numerous times.

He had an appointment for them to install double play bundle. The rep never showed, they give him $20 credit, make another appointment, they tech cancels it this time for some reason.

So he calls up and cancels the double play bundle and they end up giving him internet at 102mb down for $70. Although regular internet itself from Comcast is $60 I believe.

I've had them also promise me an upgrade and they never push it through. Then you are stuck on the phone telling them you spoke to retentions, they offered you this and that and they don't believe you but they easily say I can help you sir I can activate that for you for $xx dollars.

 

[feralkid]

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.

"Literally" doesn't mean what you think it does.

 

[Phoenix86]

"Literally" doesn't mean what you think it does.

 

[OutHouse]

1. I tried listening but couldn't deal with the recording-of-speakerphone and southern accents. I'm assuming he didn't even try to answer the questions.

2. You can either politely answer the questions or just say you're moving somewhere you can't get service.

1.

2. He did answer by saying no and its none of his business.

 

[Phokus]

http://www.theverge.com/2014/7/16/5909591/here-s-why-your-comcast-rep-is-yelling-at-you

http://www.reddit.com/r/television/...tomer_service_nightmare_is_painful_to/ciy33bx

Looks like Comcast has a very heavy handed incentive structure that makes reps like this act the way they do. It's not totally the rep's fault. The difference between disconnecting the customer and keeping the customer might be the difference between the rep being able to pay rent or not.

 

[squarecut1]

http://www.theverge.com/2014/7/16/5909591/here-s-why-your-comcast-rep-is-yelling-at-you

http://www.reddit.com/r/television/...tomer_service_nightmare_is_painful_to/ciy33bx

Looks like Comcast has a very heavy handed incentive structure that makes reps like this act the way they do. It's not totally the rep's fault. The difference between disconnecting the customer and keeping the customer might be the difference between the rep being able to pay rent or not.

Thank you for posting this. I had said the same thing in this thread, without even knowing the details.

We are all too eager to place blame without first trying to find out the other side of the story.

 

[Pocatello]

http://www.theverge.com/2014/7/16/5909591/here-s-why-your-comcast-rep-is-yelling-at-you

http://www.reddit.com/r/television/...tomer_service_nightmare_is_painful_to/ciy33bx

Looks like Comcast has a very heavy handed incentive structure that makes reps like this act the way they do. It's not totally the rep's fault. The difference between disconnecting the customer and keeping the customer might be the difference between the rep being able to pay rent or not.

Directv is pretty similar, so was the local cable company I have to deal with. I don't hate the employees I have to deal with. The whole thing is ridiculous.

 

[Jeff7]

http://www.theverge.com/2014/7/16/5909591/here-s-why-your-comcast-rep-is-yelling-at-you

http://www.reddit.com/r/television/...tomer_service_nightmare_is_painful_to/ciy33bx

Looks like Comcast has a very heavy handed incentive structure that makes reps like this act the way they do. It's not totally the rep's fault. The difference between disconnecting the customer and keeping the customer might be the difference between the rep being able to pay rent or not.

"You're supposed to be off the phone within 660 seconds, anything longer and your metric for Average Handled Time is impacted (which is bad). In the billing department their AHT goal is even lower, at about 350~ seconds."

So all you have to do is waste their time?


"I have set aside one hour for this call. You can either cancel my service now, or I will waste one hour of your shift. I would also recommend finding a better job."
Though I wonder how many people do that already, and how many of those people end up caving in.



Or what about canceling by (certified) mail?

There is a giant propaganda machine at Comcast focused on the employees, they send out emails and brochures and have the bigwigs come in to talk about things like why net neutrality is bad and encourage the company (via emails to every employee) to speak out against it.

This coincidentally caused me to envision a sizable middle finger. Curious.

CherethCutestoryJD at Reddit: Hear hear. Fuck space, self driving cars, etc. get google fiber everywhere, put TWC, Comcast out of business, then take that money and pile it into everything else. Not that I don't like their other non-evil undertakings. I just really want these cable companies out of business more.

"I want to have a different species of cactus shoved into my rectum for a change."






.

 

[DrPizza]

I'm going to bet that the metric upon which people working in the disconnect department is their rate of retentions. That is, the more people whose minds they change, the better their performance review. Bullshit it isn't their policy - their policy is for their reps to gently persuade people not to quit.

 

[sze5003]

Of course if they offer everyone a price like they were previously paying for the same services I don't think many would complain. They make enough money off of new subscribers anyway being as they are the only provider in some areas.

 

[darkxshade]

I wonder how long they'd be willing to stay on the line trying to stop you from cancelling? Surely there's also go to be some time limit before they also take a hit from not picking up enough calls.

 

[PliotronX]

Taking things literally...

 

[Red Squirrel]

That is hilarious.

Sadly the CSR is probably forced to do that stuff.

 

[rh71]

If I had to repeat the sales lines of "#1 internet service" etc. etc. all day to random people, I'd quit after an hour.

 

[Leros]

If I had to repeat the sales lines of "#1 internet service" etc. etc. all day to random people, I'd quit after an hour.

Not when you have kids to feed and this job pays twice as much as the next best job you can get.

 

[Jeff7]

If I had to repeat the sales lines of "#1 internet service" etc. etc. all day to random people, I'd quit after an hour.

Or you say it enough and you start to really believe it.

 

[sze5003]

It's their job to keep customers but in my opinion this isn't the way. You have to be stupid to believe someone will keep paying for the same service even through the price goes up every six months.

They should offer people the same price they paid in a previous promotion and get them off the phone. Of course there are some dumb ones out there that will agree to pay something like $160 for cable and internet if told it's the best in the US.