Earlier this year, Comcast took a PR beating when one of their reps was caught stonewalling a customer who wanted to cancel his service. Well it appears the company has learned from its mistakes and developed a new strategy for dealing with cancellations: putting customers on hold until the call center closes.
When YouTube user Aaron Spain recently tried to cancel his service, he was placed on hold, which isn't uncommon. What is uncommon is the fact that he was left on hold for three-and-a-half hours. Around the three-hour mark, he began taking video of his ordeal.
Fed up with his wait, Spain attempted to call back on another line. But lo and behold, the service center was now closed. So what was Spain holding for on the other line? Perhaps they were going to take care of his request first thing in the morning.
Needless to say, Spain was not a happy camper. But in all fairness to Comcast, why in the hell did this guy wait so long before trying to call back. Maybe this was a backhanded attempt by Comcast to avoid cancellation, but it could have also been a simple mistake.
Either way, I'm sure the FCC will get to the bottom of all these customer-service shenanigans from the media giant. Perhaps they can start investigating during the $110,000 dinner the company is throwing to honor FCC commissioner Mignon Clyburn. (Source)