Tech journalist records nightmarish attempt to cancel cable, Comcast apologizes
Man records nightmarish attempt to cancel cable, Comcast
apologizes
Tuesday - 7/15/2014, 1:33pm ET
By Neal Augenstein
WASHINGTON -- Deciding to cancel a cable service
subscription can be difficult -- breaking the news to the cable company can be
near-impossible.
Tech journalist Ryan Block and his wife Veronica Belmont
tried to cancel their Comcast service last week over the phone.
Block says 10 minutes into his frustrating conversation
with the Comcast customer service representative, he started recording the
phone call, which he posted on SoundCloud.
The representative, whose name Block withheld, repeatedly
demanded to know why Block would want to cancel the service.
Block tells WTOP he and his wife told the representative
they wanted to change providers, before the recording began.
Several times the agent said "I'm just trying to
understand," although Block's statements were clearly understandable.
"It sounds like you don't want to go over this
information with me," says the representative.
"I am declining to state why we are leaving Comcast,
because I don't owe you an explanation," Block said patiently.
"We are the number one provider of Internet and TV
service in the entire country," continues the rep. "Why is that
you're not wanting to have the number one service?"
"I'm just trying to figure out what it is about
Comcast service that you're not liking, and not wanting to keep," states
the agent.
Block asked the representative to simply cancel the
service, but the agent countered with "I'm just trying to help you."
Contacted by WTOP, Jenni Moyer, senior director of
corporate communications network & operations apologized.
"We are very embarrassed by the way our employee
spoke with Mr. Block and are contacting him to personally apologize," says
Moyer.
"The way in which our representative communicated
with him is unacceptable and not consistent with how we train our customer
service representatives," says Moyer.
"We are investigating this situation and will take
quick action," says Moyer. "While the overwhelming majority of our
employees work very hard to do the right thing every day, we are using this
very unfortunate experience to reinforce how important it is to always treat
our customers with the utmost respect."
Listen to the portion of the phone call Block posted to
SoundCloud:
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