Comcast Ain't Taking No For An Answer Brehs.

[R.O. Double]

Recording of Man’s Attempt to Cancel Comcast Will Drive You Crazy.

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/

Dude was acting like his wife was trying to leave him or something.

 

[MAKAVELI25]

Why is this a story? Surprise surprise, there are some idiots who work for big companies

 

[Ricky Church]

Comcast is fukking

switched to Fios and been good ever since.

 

[R.O. Double]

Why is this a story? Surprise surprise, there are some idiots who work for big companies

My guess for the reason that it's news, is becuz of the determination of the comcast dude, and the patience of the customer.

Personally, I wouldn't have been on the phone that long. Nor would I have been as nice.

 

[StarClout]

Time Warner Cable customers better get ready to deal with this once that Comcast merger goes through





































*is a Time Warner customer*

 

[Rawtid]

Comcast is fukking

switched to Fios and been good ever since.

You ain't neva lied. I don't pay for their service but when I have to start paying for it, I will not go with them.

 

[WheresWallace]

This niigga sound like a scorned dude going through a breakup.

"Bu bu but I loved you girl. What does he have that I don't have? He's not going to love you like I can love you...I can change." :sadmike:

 

[Chill]

I hate the fact I'm stuck with Comcast. They don't have FiOS in my area and I cry each time my internet goes out and I have to call comcast to find out what the hell is going on.

 

[HookersandIceCream]

They would get in trouble if they didnt try to persuade the customer to cancel
Its a ridiculous practice but it makes sense if you can come to an agreement with the customer and not have them cancel
Best way to cancel is tell them your moving to another state

 

[L&HH]

Why is this a story? Surprise surprise, there are some idiots who work for big companies

Nah, this is 100% on comcast. A guy who used to work for Comcast Corp gave the rundown on why this happens. Basically Comcast as a "retention" department. When you want to cancel you're service they send your calls there. Now the ppl who work there have incentives to make you keep your service. Actually it goes past that, you have to maintain a certain amount of retentions in order to get paid at all and even keep your job. These people only make 10-12 dollars a hr and the rest of their money is made from bonuses from retaining customers. For example they have to retain 85% of their calls in order to receive 100% of the money, 80% in order to get 75% and if they anything less than 70% and they get nothing. Also each service [phone, cable, etc] counts as it's own separate retention. So If a customer calls in and wants to cancel 3 different comcast services, that's 3 different retentions counted against you. So what happens is the employees keep track of their retention rates, and when they know they're close to not hitting their quota, you'll get desperate attempts like this.

 

[L&HH]

They would get in trouble if they didnt try to persuade the customer to cancel
Its a ridiculous practice but it makes sense if you can come to an agreement with the customer and not have them cancel
Best way to cancel is tell them your moving to another state

Can't just tell them you're moving to another state because then they'll just try and switch your service. You have to lie and tell them you're moving to an area that's serviced by Time Warner. Or tell them you're moving in with a family/friend and they wouldn't want you to bring your service.

 

[Conscious Pilot]

Lol well damn

 

[Killer Instinct]

ProjectCovo shyt during the immigration to The Coli.

Nah, this is 100% on comcast. A guy who used to work for Comcast Corp gave the rundown on why this happens. Basically Comcast as a "retention" department. When you want to cancel you're service they send your calls there. Now the ppl who work there have incentives to make you keep your service. Actually it goes past that, you have to maintain a certain amount of retentions in order to get paid at all and even keep your job. These people only make 10-12 dollars a hr and the rest of their money is made from bonuses from retaining customers. For example they have to retain 85% of their calls in order to receive 100% of the money, 80% in order to get 75% and if they anything less than 70% and they get nothing. Also each service [phone, cable, etc] counts as it's own separate retention. So If a customer calls in and wants to cancel 3 different comcast services, that's 3 different retentions counted against you. So what happens is the employees keep track of their retention rates, and when they know they're close to not hitting their quota, you'll get desperate attempts like this.

 

[CJ]

Nah, this is 100% on comcast. A guy who used to work for Comcast Corp gave the rundown on why this happens. Basically Comcast as a "retention" department. When you want to cancel you're service they send your calls there. Now the ppl who work there have incentives to make you keep your service. Actually it goes past that, you have to maintain a certain amount of retentions in order to get paid at all and even keep your job. These people only make 10-12 dollars a hr and the rest of their money is made from bonuses from retaining customers. For example they have to retain 85% of their calls in order to receive 100% of the money, 80% in order to get 75% and if they anything less than 70% and they get nothing. Also each service [phone, cable, etc] counts as it's own separate retention. So If a customer calls in and wants to cancel 3 different comcast services, that's 3 different retentions counted against you. So what happens is the employees keep track of their retention rates, and when they know they're close to not hitting their quota, you'll get desperate attempts like this.

Yup, and that's exactly what it seemed like here. Dude was fighting like his life depended on it

 

[L&HH]

Yup, and that's exactly what it seemed like here. Dude was fighting like his life depended on it

Yeah shyt is fukked up. Im sure Comcast isn't the only company that does this. Some companies say you must be told no 16 times before you let them off the hook.