Audio: Customer tries to cancel Comcast service, Rep did NOT want to let them go :dead:

[JordanWearinThe45]

Tech editor Ryan Block posted a maddening 8-minute portion of his phone call with a Comcast “customer retention” specialist desperately (and aggressively) trying to stop Block from canceling his service.

Not taking no for an answer, the rep peppered Block with questions: “You don’t want something that works?”; “So you’re not interested in the fastest internet in the country?”; “I’m really ashamed to see you go to something that can’t give you what we can!”; “What is it about this other internet provider???”

But Comcast wasn’t a spurned lover deserving of an explanation. It is a cable provider.

Block maintained an impressive state of calm, cooly repeating “I’m declining to state, can you please go to the next question” so many times that if this were a drinking game, players might not survive the length of the call.

Block writes: “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.”).”

Block said that his Comcast was successfully disconnected at the end of the call.

Comcast senior vice president of customer experience Tom Karinshak released the following statement Tuesday regarding the now-viral recording:

"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. 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."

Source: http://time.com/2985964/comcast-cancel-ryan-block/

My man did NOT want to let him go

"why do you want to go? "
"why dont you want the fastest & best internet service possible "
"Why are you leaving us?!?!? "

 

[You Win Perfect]

My man did NOT want to let him go

"why do you want to go? "
"why dont you want the fastest & best internet service possible "
"Why are you leaving us?!?!? "

thats how they train the phone reps. to harass you. if you want anything done even remotely smoothly you gotta go to an actual comcast office so you can talk face to face with their employees.

lol @ the senior vp playing dumb.

 

[Dank Hill]

Do they have to make a quota for retaining people? Dude was talking like his job was on the line

 

[Wildin]

The fukked up thing is that people use canceling as a negotiation tactic. Calling in and saying "Im canceling, Im going to Dish" then when you say "Ok, your final bill is...." They say "well wait dont you want to try to lower my bill?????" "Nah why would we do that, your cancelling? " "Well Dish is 25.99 for 3 months..Im paying you $200 for the same stuff." "Well after 3 months see what the bill goes to, you can either pay us $200 or them $200" "But I have all these spanish channels like telemundo and univision, Im American, this is America" "Those are free and included in your package, regardless of what you pay you dont pick and choose your channels ala carte." "Well I need time to think about this, cant I have Showtime for free? I've been with you for 5 years, I see people getting free stuff all the time" "Listen sir, if you dont like the channels, you can cancel them, if you dont like the services, you can cancel them. We cant negotiate the price, you pay exactly what everybody else pays except for new customers, and when their trial promotion is up they pay exactly what you pay." "Well, Im going to call corporate"

I used to work in the cable industry I know all the tricks of the trade.

 

[kingdizzy01]

Do they have to make a quota for retaining people? Dude was talking like his job was on the line

since its a call center, im sure they do. i dont think there are that many trolls out there that give that much of a fukk whether or not dude cancels his service. they probably have the quota set to some ridiculous number too which is why dude is tryin so hard to retain him.

 

[Maddmike]

The fukked up thing is that people use canceling as a negotiation tactic. Calling in and saying "Im canceling, Im going to Dish" then when you say "Ok, your final bill is...." They say "well wait dont you want to try to lower my bill?????" "Nah why would we do that, your cancelling? " "Well Dish is 25.99 for 3 months..Im paying you $200 for the same stuff." "Well after 3 months see what the bill goes to, you can either pay us $200 or them $200" "But I have all these spanish channels like telemundo and univision, Im American, this is America" "Those are free and included in your package, regardless of what you pay you dont pick and choose your channels ala carte." "Well I need time to think about this, cant I have Showtime for free? I've been with you for 5 years, I see people getting free stuff all the time" "Listen sir, if you dont like the channels, you can cancel them, if you dont like the services, you can cancel them. We cant negotiate the price, you pay exactly what everybody else pays except for new customers, and when their trial promotion is up they pay exactly what you pay." "Well, Im going to call corporate"

I used to work in the cable industry I know all the tricks of the trade.

Well the companies do the same shyt....
I call after bill went up 140 bucks..
"Excuse me sir, but my bill just when up, what's going on"

Rep:"well that's because you was on the promotional package. You have to let us know ever 3 months that of you want to keep that lower rate"


"So you saying there was no doubt in com casts mind, that I probably would love to pay more"

 

[NatiboyB]

The fukked up thing is that people use canceling as a negotiation tactic. Calling in and saying "Im canceling, Im going to Dish" then when you say "Ok, your final bill is...." They say "well wait dont you want to try to lower my bill?????" "Nah why would we do that, your cancelling? " "Well Dish is 25.99 for 3 months..Im paying you $200 for the same stuff." "Well after 3 months see what the bill goes to, you can either pay us $200 or them $200" "But I have all these spanish channels like telemundo and univision, Im American, this is America" "Those are free and included in your package, regardless of what you pay you dont pick and choose your channels ala carte." "Well I need time to think about this, cant I have Showtime for free? I've been with you for 5 years, I see people getting free stuff all the time" "Listen sir, if you dont like the channels, you can cancel them, if you dont like the services, you can cancel them. We cant negotiate the price, you pay exactly what everybody else pays except for new customers, and when their trial promotion is up they pay exactly what you pay." "Well, Im going to call corporate"

I used to work in the cable industry I know all the tricks of the trade.

more stories

 

[itsyoung!!]

Comcast senior vice president of customer experience Tom Karinshak released the following statement Tuesday regarding the now-viral recording:

"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. 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."

These companies always want people to ask why people are leaving when they try and disconnect. This guy was too persistent, thats his fault, the guy obviously wants to cancel and if you attempted to ask (he did his job) then he shoulda dropped it after that.

but fukk Tom Karinshak

 

[duckbutta]

One of the biggest wins I ever had in my life involved Time Warner...

Came out to hook up my cable internet, tv, voip phone...

I was at work...some shytty operations gig thing...got home...none of my shyt was working...dude had just plugged the cable modem in and never called in to the office to give them the mac address...had to come back out but it took him 3 days...

Internet was slow as hell...they were throttling ports...and the voip phone never worked...

On top of that they charged me for first and second month usage before the first month was even up...

Switched to verizon dsl and cancelled time warner...woman told me i wouldn't get a refund until they came and picked up the equipment...

Few weeks later they smooth sent me a check for over 700 bucks...they had refunded me everything time 2...and had refunded me for an installation that was free...

Called and told them...lady was like "nah it's not even worth it to change it in the system, just keep it"

On top of that they never picked up the equpment...sold that surfband for a 100 bucks...

I didn't have to drive around town selling drugs for almost a month

 

[Wildin]

Well the companies do the same shyt....
I call after bill went up 140 bucks..
"Excuse me sir, but my bill just when up, what's going on"

Rep:"well that's because you was on the promotional package. You have to let us know ever 3 months that of you want to keep that lower rate"


"So you saying there was no doubt in com casts mind, that I probably would love to pay more"

Don't play that shyt, nikka you knew when you signed for whatever 'promotion' you had that that shyt was temporary. Ive never heard of any company in the history of companies that were like "You should have told us you wanted to keep the lower rate" Thats like a slave leading a rebellion finally gettin ready to cut massa's throat like "I aint takin this shyt no more, im tired of being a slave,Ive been a slave for 7 years, I want to be free, I want my own house and I want to be with my family!" then massa sayin "What? Well why didnt you say you wanted to be free, your services were no longer needed after 3 years. You paid of your previous owners debt, I thought you like working here. I only whipped and beat you because I thought you needed the motivation to continue to work hard and efficiently."

People do the same shyt all the time, sign up for a credit card or buy a car with no interest for 1 to 3 years, the call up like "Why did the rates go up?" The same damn people that be like "Yeah uhhh, let me get 2 whoppers and a medium coke" "Ok that will be $9.41" "Huh? Nah they's 2 for 5." "Umm sorry sir that was a promotion we had in March they are 2 for regular price now" "Oh ya'll just be changing shyt, well wait, I got this coupon its buy one get one" "We dont have any current coupons for buy one get one on whoppers right now...." "Im lookin at the thing right here, it says Season's Greetings from Burger King...." "Sir thats from Christmas time....its expired" "Man it has Iron Man on it, that just came out" "Ummm that's Iron Man 2.....this coupon is around 3 years old......" "Mannn fukk ya'll Im going to McDonalds....in fact lemme speak to the manager, and I want the general managers telephone number I aint never been treated like this."

more stories

It's pretty much all the same stories, just broke people calling in not knowing what shyt is and what they're paying for, wanting shyt for free. "Why is my neighbor only paying 49.99 and Im paying $200?" "Well he just signed up hes on a promotion" "Can I be on a promotion Ive been with you guys for 10 years?" "Umm not really, he's going to be paying the exact same price you are assuming you two have the exact same package once his promotion is up"

"Why does it take you guys so long to answer the phone? And why do I have to listen to that bullshyt message telling about your services I already pay for it!"
"I apologize for the wait, we have a high call volume right now"
"Bullshyt, when you guys want the bill you dont want to wait, if I were to call billing or sales, they'd pick right up wouldnt they?"
"Im not certain, we have different queues-"
"Yeah yeah yeah bullshyt, I need a tech"
"Whats going on sir?"
"I dont fukking know thats your job, if I knew what was wrong you think Id call you? You think I want to sit on hold for 20 minutes and listen to your shytty fukking music and your lies about your award winning service? How do you win an award when every 3 days my shyt doesnt work? What do I pay you for? I-NEED-A-TECH-NOW goddamn it"
"I apologize sir, its 10:30 at night, techs only dispatch between 8am and 8pm, can you try to describe whats going on and I can try to help you?"
"I DONT fukkING KNOW!!! I'm not a technician, I didnt go to school for this, I pay you guys on time every month you should know whats going on. You should be calling me and telling me when its not working. You goddamn high school dropouts are answering phones, you dont know what your doing, get someone on the phone who can get someone out here NOW!"
"Once again sir we dont have techs that can go out there at 10 pm"
"Oh great and you want me to take a day off work and wait from 8 to 5 just so you can say you came and I didnt answer.."
"Sir our appointment windows are 2 hours so from 8 to 10, 10 to 12"
"Bullshyt the last time I called you said 8 to 5 and nobody showed"
"Well looking at your record Im not showing that you scheduled or attempted to schedule any appointments..."
"Thats because I cancelled, I work for a living. I used to be able to work from home, but your shytty phone service and shytty internet service, everytime I turn on my computer popup popup popup, popup. I had to get rid of your virus protection because it kept wanting to sell me stuff, I dont need anymore stuff to buy I have all your shyt and im sick of it."
"Well our virus protection is fully free, and it updates automatically so you'd never have to purchase anything....."
"I bought my own and it works just fine, your internet still sucks it says no wifi connections found"
"Well the wifi is going to be your router, your modem is online and has been online for 112 days 6 hours and 42 minutes without interruption"
"Bullshyt, I havent even turned my computer on, because IT DOESNT WORK! Im telling you your internet sucks, fastest my ass let me guess you want me to buy a new router?"
"Well you might just need to powercycle your router and your internet package is only 3 megabits, the highest we offer is 60mbps, but jumping back to your tv, is it on? Do we have a scrambled picture or missing channels? Try to tell me what its doing"
"ITS SAYS NO SIGNAL FOUND!!!! No signal I get this every couple of days I cant even watch it half the time. I dont bother calling because I have other shyt to do....NO SIGNAL FOUND, CONNECT CURRENT DEVICES, NO SIGNAL FOUND INPUT D-V-D"
"Oh, it says input dvd? Well thats going to be the problem, we are on the wrong input, on your remote control please press the input button twice."
"Now it says cable HDM1 (nobody in america can read and knows it says hdmi)........................and a picture popped up....but its a small screen"
"Understood sir, lets turn to an hd channel"
"It is hd, thats what im paying you for im on channel 8 the news is on"
"Ok lets turn to 1008"
"Alright, now its bigger, what'd you do?"
"I didnt do anything sir, the tv was just on the wrong input, you can flip through the channels they should all be there...."
"Well how did that happen? I didnt do it, they seem to be working now, I still want a tech because every 3 days it says this and I want a credit on my bill"
""

 

[JordanWearinThe45]

thats how they train the phone reps. to harass you. if you want anything done even remotely smoothly you gotta go to an actual comcast office so you can talk face to face with their employees.

lol @ the senior vp playing dumb.

I've canceled service w/ comcast at least 5-6 times in the past 10 years & i never ran into a persistent bytch like this

Do they have to make a quota for retaining people? Dude was talking like his job was on the line

I know At&t has a retention department where they have a quota of saves or w.e. They do what he did, offer a faster speed or something at a lower cost for a few months. But my man right here went waaaaaay left.

 

[Maddmike]

Don't play that shyt, nikka you knew when you signed for whatever 'promotion' you had that that shyt was temporary. Ive never heard of any company in the history of companies that were like "You should have told us you wanted to keep the lower rate" Thats like a slave leading a rebellion finally gettin ready to cut massa's throat like "I aint takin this shyt no more, im tired of being a slave,Ive been a slave for 7 years, I want to be free, I want my own house and I want to be with my family!" then massa sayin "What? Well why didnt you say you wanted to be free, your services were no longer needed after 3 years. You paid of your previous owners debt, I thought you like working here. I only whipped and beat you because I thought you needed the motivation to continue to work hard and efficiently."

People do the same shyt all the time, sign up for a credit card or buy a car with no interest for 1 to 3 years, the call up like "Why did the rates go up?" The same damn people that be like "Yeah uhhh, let me get 2 whoppers and a medium coke" "Ok that will be $9.41" "Huh? Nah they's 2 for 5." "Umm sorry sir that was a promotion we had in March they are 2 for regular price now" "Oh ya'll just be changing shyt, well wait, I got this coupon its buy one get one" "We dont have any current coupons for buy one get one on whoppers right now...." "Im lookin at the thing right here, it says Season's Greetings from Burger King...." "Sir thats from Christmas time....its expired" "Man it has Iron Man on it, that just came out" "Ummm that's Iron Man 2.....this coupon is around 3 years old......" "Mannn fukk ya'll Im going to McDonalds....in fact lemme speak to the manager, and I want the general managers telephone number I aint never been treated like this."




"

That was just a example brah. and with these cable services alot of times you cant say "fukk yall, im going to mcdonalds" they have a monopoly in most areas.

So we just gone act like all customers just want to get over on comcast?? Nikka please. When i moved to MD I had comcast. They installed the service and for a YEAR ight my internet went in/out as did my television service. I called them out what had to be 6 times in which they charged me because "the problem lies in the house" After, about a year they finally dug up the ground outside and replaced the cable, which stopped my cable/internet from frequently going out.
So all this time and charges I should have my money returned right?? Not according to their shytty ass customer service rep. Bruh if you knew what hoops i had to jump through to get a refund. People just straight up lying saying they would call back, supervisiors giving me the dept run around.

and how about the "Infinity" change. The phantom charges for the "digital" signals that come out of your wall (just gone piss on me and call it rain huh?)
I called and asked them why is there a new charge on my bill.

First the bytch told me it was for the cable outlets in my house.

I told her: "i brought those with the house and they are mine but if thats the case, send a tech out to get them and i would just go down to lowes and purchase my own"

Her: "Please hold on, sir"

The some guy gets on the phone: "Sir, its not the outlets persay, its the digital signal you are getting charged for."



Sure people want to get over, but we just want our money worth. Every year, the bill goes up and they are giving the same shyt, sometimes less.

and that goes for all businesses

 

[Two Stacks]

I want MORE stories!!!!!!

 

[Liquid]

shyt is similar to how AOL was handling things in the past.

They straight up REFUSED to cancel people after a while (before they got fined by New York I believe)

 

[Two Stacks]

I still have an AOL email as my primary...i never visit their site anymore.