Comcast Disconnection = Harassment Nightmare [Pic]

Submitted by: kitteh9lives 1 year ago Tech


It shouldn"t be this hard to cancel your service.



From the canceler:

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.").



Just from listening to this I wanted to go punch a Comcast employee, and I don"t even have their service.


Just listening to this is infuriating. It makes me want to hurt people.
There are 41 comments:
Male 312
I hate Comcast so bad.
0
Reply
Male 1,421
At least he has a choice of different provider. I have one choice of ISP, allthou that`s not as bad as it can be. There is heavy regulation on internet QoS and basically, everyone is getting a fiber in the whole country, copper lines are boosted up to max where fiber is not yet. Before the laws were updated and regulation kicked in, it did look bleak, ISPs were horrid (contract said 5, the reality was 0.156, that kind of crap that is now illegal..) Regulations are needed, without them companies can get away with everything. Freedom for people, regulation for corporations, they are not human, have no freedom of speech, any of that crap.
0
Reply
Male 17,512
"...not consistent with how we train our customer service representatives."

Massive Bullsh|t Alert
0
Reply
Male 15,832
CSRs aren`t allowed to cancel service. They must transfer to the call to the "Saves Team." This is all that they do, and their pay is based partly on their percentage of saved accounts. So, while this obnoxious @$$hole may have gone beyond company policy, there`s no question that the company`s incentive plan encourages this.
0
Reply
Male 358
The customer rep refused to take "no" for an answer. The guy was cancelling service so they had nothing to lose trying to sell to him. I bet they promote the CustRep. He should be VP of Training!
0
Reply
Male 977
Oh his job`s as is grass.
0
Reply
Male 1,204
0
Reply
Male 5,811
These aren`t customer service people; they are salespeople. They were absolutely incentivized monetarily to act in this manner. That`s why he wanted the guy to cancel service in person, so it didn`t affect his commission. He also was probably trying to get the guy to swear, because if he swears then the rep can hang up on him and it doesn`t reflect on his commission.

It`s all on the wall, all you have to do is listen to what the rep said.
0
Reply
Male 2,085
This is all over the news. Comcast is a bit red-assed over it, but they trained this guy.
0
Reply
Male 2,371
Nothing is going to change unless people drop that stupid company. I cut the cord almost twenty years ago. And yes, I went without cable for about two years. Just put up rabbit ears and dealt with the crappy signals from Baltimore and Philly, rented the odd video on the weekend and rehashed my own video collection. I won`t go into why I dropped them other than to say they were constantly idiots who could not give a straight answer to any question. Since then they`ve been seeding me junk mail...dunno what twenty years of that has cost them but some of you suckers are paying for it.
0
Reply
Male 17,512
This is why cable companies suck. At first, they have you over a barrel as the sole provider, then when you find a viable and cheaper alternative, they get clingy and do this to you over the phone.

I won`t be surprised if this guy gets charged, at above retail price, for that modem, after he`s already returned it. Then when he refuses to pay their false charge, they`ll ding his credit score.
0
Reply
Male 239
Comcast is ranked number 1 as the worst customer service and they inforce that rating every day. I have a package somewhere in the middle, it has HBO only and Starz. I got it June 14 and have been sent 3 bills already and the last one was over $400. I only had it a month yesterday. The box in our bedroom still doesn`t work and they are charging us service calls to fix their crappy equipment. Polite or not, I`m ready to go to war with these people. On the comcast website they have a customer forum and one of the first posts is from a guy having the same problems everyone else is having and he says to get a tape recorder and tape all calls with customer service and that`s what I`m doing now. Once you tell them you are recording their tone changes I`ve found.
0
Reply
Male 1,293
I had similar discussions, if nowhere near as protracted, with Virgin in the UK. The guy had no understanding that I might not want internet 4 times as fast as I ever need (at four times the price).

He also mistook download total (he says I use 100 GB a month, which impressed even me) for rates. Using the internet continuously, for work and TV, that is easily achieved.
0
Reply
Male 486
"As someone who has plenty of experience working in Call Centres, I can honestly say that these are two of the worst pieces of advice I have ever read."
I don`t know about the swearing bit, but asking for the supervisor has always worked for me. If they don`t have the right answer, you keep going up the chain. But this only works if you are sane and reasonable.
0
Reply
Male 1,692
Well, after 2 hours of waiting on hold I kindly told the call center clerk that I needed trees trimmed from the utility lines in my backyard. I had a on-site supervisor at my home 15 min. after I completed the call with the customer service and it it looks like Ill have a crew trimming the trees tomorrow morning. YAY for being polite!
0
Reply
Male 2,096
It`s too bad you gotta grow some nads and stand up for yer metrosexual self. Just say no. If that don`t work, tell em you`re gonna drink a bottle of vodka in the lobby.
0
Reply
Male 15,832
I would have just hung up after the first minute or two and called back in to get another rep. If that didn`t work, I`d escalate to a supervisor. If that didn`t work, I`d tell them that I was recording the call, I was going to stop paying for the service, and I was going to put their equipment in a box on my front porch the next morning; if they wanted it back, they needed to come and get it.
0
Reply
Male 1,208
Reminds me of Rogers in Canada. So many people began switching to another provider, Rogers began charging people that wanted to cancel. I think it was around $100. You also had to give them 30 days notice and they charged you for that month too.
0
Reply
Male 3,909
@paddy215 & drawman61 - It`s worked for me 3 times with 3 different companies. As soon as I told the c*cksucker I was talking to I wasn`t going to take any of their sh*t and demanded they do what I asked they stuck their tails between their legs and did it. Their job, as customer service, is to help the customer do what needs to be done, I don`t take sh*t from phone jockeys.
0
Reply
Male 2,085
There is no way this call would have lasted that long.
0
Reply
Male 936
"I had their service for awhile and after I turned in all of the equipment and got the receipt, they still tried to charge me for not returning the equipment. "

same thing happened to me. it took 6 months for them to finally stop saying I owed them money. 6 months, a trip to a comcast store, faxing of the copy of the receipt twice, and emailing a copy once. unreal.
0
Reply
Male 936
@drawman61 and @paddy215 I also agree. I supervised at a call center and we were actually instructed by our bosses to encourage agents to NOT transfer callers to us unless they absolutely had too; however, it was a rule that if a customer requested to speak with a supervisor they had to transfer them no matter what it was in regard to.

words of advice to anyone calling into a call center, be polite. being angry doesnt get the job done at all. it actually will make it a lot more difficult to get what you want done.
0
Reply
Male 936
@donk2u comcast records their calls, so he`s good
0
Reply
Male 2,675
Only time I`ve had a "scam" like this was freecreditreport.com. Everyone knows now that they only give you a free report by signing up for their monthly service ... so much so that they had to change their name to ditch the bad rap. But the "you can cancel any time" required a phone call (you couldn`t do it on their site) and after days and weeks of trying, I never ever got anyone to answer that number, meaning I could never cancel the service. I had to close the bank account to stop the charges.
0
Reply
Male 2,675
I had their service for awhile and after I turned in all of the equipment and got the receipt, they still tried to charge me for not returning the equipment.

I would have hung up on this guy waaaaaaaay sooner.
0
Reply
Male 3
I hope this guys was smart enough and got it on the recording that he notified the agent he was recording the call. California is a 2 party consent state for wiretapping which means both parties have to be made aware that this call is being recorded. If he didn`t he not only violated California penal code but opened himself up to civil actions from the agent he recorded. I have worked 15 years in a call center and one of my former co-workers was almost fired from a customer who recorded the conversation and did not tell him. He sued the person in civil court and was awarded 67,000 in damages. The guy he sued did not pay so he put a lien on his house which allowed him to foreclose on the guy...long story short the former co-worker executed the lien, forced the property to be sold a sheriff sale and got his 67,000 from the proceeds of the sale...the guy had to buy back his own house with the lien amount attached to the selling price of the home...
0
Reply
Male 3,314
"I understand you have a job to do. You`ve done your duty. You can not convince me to stay with your service. Now, either disconnect me with no further questions, or put me through to your supervisor."
0
Reply
Male 7,775
@paddy215 - totally agree. For one, supervisors all but refuse to take a call from an agent. Secondly, as an ex-agent, I would dig my heels in further still if I was verbally assaulted.

Be nice as pie, get their name asap and use it so they know they better watch how they speak to you and tell them you won`t hang up and clear the line until you know action is taken.
0
Reply
Male 7,775
Wouldn`t play but I can imagine the tone.
0
Reply
Male 1,678
"to save yourself trouble on the phone at a call center. ask for their supervisor. just right away. those are the only people that actually know what they`re doing."

"I`ve had a few conversations like this with customer service people and I`ve found that yelling & swearing usually gets the job done. I`ve tried being polite in the past and it simply doesn`t work, as soon as you drop a few f-bombs they usually shut up and do what you want them to do."

As someone who has plenty of experience working in Call Centres, I can honestly say that these are two of the worst pieces of advice I have ever read.
0
Reply
Male 2,390
you see this crap everywhere in retail. I bought a bench grinder yesterday and the salesperson wanted me to buy the `extended warranty` and I told her no. She replied, "Well it`s just going to burn out in a year anyways"

I still didn`t get the extended warranty.
0
Reply
Male 1,692
@MeGrendel - That`s fantastic.

I`ve been on hold with the power company for 20 min so far. I tried earlier during lunch hours and the recording stated that my wait time was over 30 min. I`ve called back 3 hours later and the hold wait time is still over 30 min...

What`s the deal DWP?
0
Reply
Male 1,059
Remember all those AOL phone recordings just like this? The rep typically would get fired after they went viral.

Curious to know why the name was redacted. Why not share it?
0
Reply
Male 413
to save yourself trouble on the phone at a call center. ask for their supervisor. just right away. those are the only people that actually know what they`re doing.
0
Reply
Male 7,356
Worst I ever dealt with was a alarm company calling to sell me service. "equipment and installation is free, you just pay monthly service fee`. I said no.

Undoubtably, she wrote down `Yes`. I got four calls saying "Mr. Grendel, when can we schedule to come install your new system?" I`d say `Don`t want one, quit calling`.

Finallya manager called, "Mr. Grendel, we were just wondering why you changed your mind about the alarm system."

I said, "I didn`t."

He asked, "You didn`t?"

I said, "No I didn`t. I told her I didn`t want one and still don`t. But I`ll make you a deal. It`s 150 yards from my front gate to my front door. My 145lb rottweiler `Brune` can run it in 5 seconds. If you can run it in 4 seconds I`ll buy your damn system."

"I`m sorry to have bothered you Mr. Grendel."
0
Reply
Male 13,624
Yup, I have similar with BT in the UK
Absolute arseholes when you want to cancel.
In the end I just cancelled my direct debit as I was moving house. Arsehats
0
Reply
Male 820
He was much more composed than I would have been. Well done on keeping a level head.
0
Reply
Male 3,909
I`ve had a few conversations like this with customer service people and I`ve found that yelling & swearing usually gets the job done. I`ve tried being polite in the past and it simply doesn`t work, as soon as you drop a few f-bombs they usually shut up and do what you want them to do.
0
Reply
Male 195
After finally getting a cancellation and equipment pick up date they cancelled my cancellation. After repeatedly having problems and telling them about it they said that I never complained about service and never had a trouble ticket. I hate them.
0
Reply
Male 4,431
Look, corporations are humans and they have the right to not be broken up with! ;-)

But, yeah, holy crap. This is violence-inducing.
0
Reply
Female 8,044
Link: Comcast Disconnection = Harassment Nightmare [Pic] [Rate Link] - Just listening to this is infuriating. It makes me want to hurt people.
0
Reply