Comcast Customer Service Call From Hell!

PhilHaney by PhilHaney on Jul. 15, 2014

You have to hear this to believe it.  Most of us would have told this customer service guy to F off, hung up or demanded to speak to his supervisor long before things escalated to the point that they do. Lucky for us former Comcast internet customer Ryan Block recorded the maddeningly frustrating interaction he had trying to cancel his service and posted it to Sound Cloud.

It’s really a “delight” to listen to the insanity of it. Anyone who has ever had a bad, batshit crazy interaction with a customer service rep will relate to this. In the post Block explains the situation:

“Please note: this conversation starts about 10 minutes in -- by this point my wife and I are both completely flustered by the oppressiveness of the rep. So! Last week my wife called to disconnect our service with Comcast after we switched to another provider (Astound). We were transferred to cancellations (aka "customer retention"). The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone. Overhearing the conversation, I knew this would not be very fun. What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone. This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.").”

Here is the eight minute conversation in all its glory. Skip through it and find some nuggets of madness such as “Help me understand why you don’t want faster internet speeds!”

Wow. I need a shot. In the end Block and his wife are allowed to cancel their service.  #FreeCountry. Maybe his technique in battling the rep wasn’t up to snuff and led to this lengthy exchange? There has to be a faster take down to break their preprogrammed, rehearsed relentlessness to keep customers at all costs. When the guy asks why he wants to cancel the service he should have told him that he’s not going to need it soon because he is dying of a terminal illness. Case closed. OR they should just cancel the damn service because he asked them to! What would have you said to this tyrannical Comcast guy?

I actually start to feel bad for the Comcast representative at a certain point. What is happening at that call center for him to care that much about Comcast subscriptions in this deranged and desperate way?  Is he being held hostage? Does he lose a toe for each customer lost? If he doesn’t retain the customers for the company does Comcast execute one of his family members? I really think the FBI needs to investigate what the hell is happening over there. The way this Comcast employee is behaving leads me to believe that somewhere there is a Comcast Call Center with representatives on the phone lines who were purchased from a human trafficking ring and are being forced to work against their will or face corporal punishment at the hands of sadistic guards. It’s the only thing that makes sense.

Unless Jack Bauer Gets You To Keep Comcast Everyone Dies.

Although... This is right up there on the border of being written off as a hoax; someone’s improv group got bored one Friday night and decided to play “Bad Customer Service.” However, I'd argue that it’s just plausible enough to pass muster as authentic. What do you think?

The real "Comcast Call Center?"

For comparison, did you ever try to cancel AOL back in the day? Some of us cut our teeth battling customer service reps by attempting to disconnect dialup internet. They were the masters of not letting you cancel your service.

 

 

Try to cancel Phil Haney on Twitter @PhilHaney

93 comments
Melinda Otero
Melinda Otero

Yes asking to speak to a supervisor works whenever my husband or I ask.They don't like when you ask for a supervisor.

James Adams
James Adams

That's because Comcast and Time Warner Cable use outsource customer service from foreign countries through the worst customer service Call Center Corportaion in the World from Norwood, Ohio, CONVERGY'S !!! .>8(

Nate Zekas
Nate Zekas

dont need to watch to know this is worst company ever!! i dont pay this much to get buffering, loading and bullshit!

Aidan Wilkns
Aidan Wilkns

WARNING! Carry on reading! Or you will die, even if you only looked at the word warning! Once there was a little girl called Clarissa, she was ten years old and she lived in a mental hospital, because she killed her mom and dad. She got so bad that she killed all the staff in the hospital so the More-government decided that best idea was to get rid of her so they set up a special room to kill her, as humane as possible but it went wrong the machine they were using went wrong. And she sat there in agony for hours until she died. Now every week on the day of her death she returns to the person that reads this letter, on a Monday night at 12:00a.m. She creeps into your room and kills you slowly, by cutting and watching you bleed to death. Now send this to ten other pictures on this one site, and she will haunt someone else who doesn't. This isn't fake. Apparently, if you copy and paste this to ten comments in the next ten minutes u will have the best day of your life tomorrow. u will either get kissed or asked out, if you break the chain you will see a little dead girl in your room tonight. In 53 mins someone will say I love you or I'm

Faith Rodriguez-Tussey
Faith Rodriguez-Tussey

I've been seeing so many articles about cable company's losing it! Does this have anything to do with the new Netflix/ Hulu crazy?

Chase Bell
Chase Bell

The patience he showed was outstanding tho

John Rector
John Rector

I wonder if he uses the same technique when his boyfriend breaks up with him? This guy has some serious abandonment issues.

Pej Txaam Yaj
Pej Txaam Yaj

Comcast customer service really suck. Happen to me once. Don't pick comcast

Xenia-Gilmore-451
Xenia-Gilmore-451 User

I could have given them a great reason.   How about your internet service is down on a daily basis for hours at a time and Comcast could never figure out why, but they wanted me to continue paying a bill for crappy intermittent service.  That's why I switched.  Comcast Sucks.  Put that in your database.  lol

Amy Rohde
Amy Rohde

I hate these calls and it only makes me more determined to never buy anything from them

Trish VC
Trish VC

Sounds 'bout right. Happened to me with Rogers to cancel my phone up in Canadia.

fireslayer
fireslayer User

I would love to give you the reason in person. When and where can we meet. One less waste of space.

KCjoker
KCjoker User

Do the reps get a bonus if they keep them from cancelling their service?

Marq Vanda
Marq Vanda

How come no one ever complains to the government like this.

Jeff 'Old Faithful' Mann
Jeff 'Old Faithful' Mann

How did it only take ten minutes to get a human? Always took me forever when I was with comcast to get past "to have a long steel object inserted into your rectum, push 223414, to have a long wooden object inserted into your rectum, push 223415. Remember, please wait until hearing all options before selecting the one that most applies to your case."

eldystar
eldystar User

It sounds like the customer service guy just lost his boyfriend and is trying to understand why anyone would leave him.

Snoopy-Eng-233
Snoopy-Eng-233 User

The reason they can't disconnect it hurts their scorecard they prefer you would goto the store to cancel.. The store hates it cause it hurts their scorecard. They get written up on failure to save a customer its a bad game of russian roulette.. Its not customer service that is BAD its Corp. that makes the person helping YOU to be BAD.. Trust me the guy doesn't give a shit if you cancel or NOT. He DOES care to keep his shitty job.

Snoopy WH
Snoopy WH

The reason they can't disconnect it hurts their scorecard they prefer you would goto the store to cancel.. The store hates it cause it hurts their scorecard. They get written up on failure to save a customer its a bad game of russian roulette.. Its not customer service that is BAD its Corp. that makes the person helping YOU to be BAD.. Trust me the guy doesn't give a shit if you cancel or NOT. He DOES care to keep his shitty job.

Justin Parker
Justin Parker

I dont need to listen to this . I have my own memories to go by on what a nightmare comcast is to deal with. Worst customer service people on the planet.

Justin Parker
Justin Parker

Worst company on the planet. They really are awful.

sirjab
sirjab User

i dont have a confirmation number..... (?)   well....

Mark Bonenfant
Mark Bonenfant

Google is a big company made up of young rich people. They wouldn't abuse their industry presence like the big companies made up of old rich people do... would they? :P

Jerry L. Gelder
Jerry L. Gelder

He fails to realize that Directv is a much better tv provider.

Jameson-Kersey-735
Jameson-Kersey-735 User

There is absolutely no way I would have had the patience this guy had with the rep. Id have lost it and bitched him out relentlessly. Then I would have started asked arbitrary questions and say things that were out of left field. It's sad that people are put through these types of shirades with service providers now days

Richard Colby
Richard Colby

I went through the same shit with Comcast business. What a flipping joke. They are all soulless losers that don't make shit for money. Poor sheep.

steamplayer716
steamplayer716 User

I will never go to Comcast.....NEVER..... Good hell!!!

John Sebastian La Valle
John Sebastian La Valle

I had the same issue - I found a guy who I threatened legal action to. If they fail to understand - Call the police and say somebody is vandalizing your property with litter.

Helen Elliott
Helen Elliott

Cablevision isnt like this,they are so nice.

Mike-Emmons-39
Mike-Emmons-39 UserTop Commenter

an air horn might come in handy here.

Oscar Oscar Rivera
Oscar Oscar Rivera

Blah Blah Blah Blah I would of just changed my info and credit card info and told Comcast to shove it lol

Robert DiGiosio
Robert DiGiosio

And now that customer service rep is the regional training manager to make sure all reps do the same thing

Juan Carlos Flores
Juan Carlos Flores

I had a similar experience with Dell, and that's why I'll never ever buy another Dell computer

randomhero1090
randomhero1090 User

@Snoopy-Eng-233 Pretty much.  You keep your job based on some set of metrics.  It is pretty disgusting because the customer clearly doesn't come first.