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Comcast Disconnection = Harassment Nightmare [Pic]

Hits: 11216 | Rating: (4.0) | Category: Technology | Added by: kitteh9lives
Page: 1 2 Next >   Jump to: Bottom    Last Post
CreamK
Male, 40-49, Europe
 1144 Posts
Thursday, July 17, 2014 8:03:42 AM
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.

CrakrJak
Male, 40-49, Midwest US
 17170 Posts
Thursday, July 17, 2014 1:07:52 AM
"...not consistent with how we train our customer service representatives."

Massive Bullsh|t Alert

OldOllie
Male, 60-69, Midwest US
 14411 Posts
Wednesday, July 16, 2014 7:48:22 PM
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.

Torq
Male, 40-49, Western US
 363 Posts
Wednesday, July 16, 2014 10:29:42 AM
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!

incubus_inc
Male, 18-29, Eastern US
 961 Posts
Wednesday, July 16, 2014 10:20:27 AM
Oh his job's as is grass.

BostonKaiser
Male, 40-49, Midwest US
 1164 Posts
Wednesday, July 16, 2014 9:34:21 AM
Comcast's response

patchgrabber
Male, 30-39, Canada
 5718 Posts
Wednesday, July 16, 2014 9:04:06 AM
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.

SCfan
Male, 50-59, Midwest US
 1919 Posts
Wednesday, July 16, 2014 6:11:40 AM
This is all over the news. Comcast is a bit red-assed over it, but they trained this guy.

DromEd
Male, 40-49, Eastern US
 1581 Posts
Wednesday, July 16, 2014 5:59:36 AM
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.

CrakrJak
Male, 40-49, Midwest US
 17170 Posts
Wednesday, July 16, 2014 3:43:20 AM
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.

monkeyspankn
Male, 60-69, Southern US
 156 Posts
Wednesday, July 16, 2014 3:41:38 AM
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.

randomxnp
Male, 30-39, Europe
 1261 Posts
Wednesday, July 16, 2014 1:04:17 AM
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.

Barnk
Male, 30-39, Eastern US
 480 Posts
Wednesday, July 16, 2014 12:44:20 AM
"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.

llaa
Male, 30-39, Western US
 1073 Posts
Tuesday, July 15, 2014 9:43:52 PM
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!

handimanner
Male, 60-69, Western US
 1853 Posts
Tuesday, July 15, 2014 8:18:54 PM
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.

OldOllie
Male, 60-69, Midwest US
 14411 Posts
Tuesday, July 15, 2014 7:26:21 PM
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.

oobaka
Male, 40-49, Canada
 605 Posts
Tuesday, July 15, 2014 7:09:28 PM
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.

whodat6484
Male, 30-39, Eastern US
 3710 Posts
Tuesday, July 15, 2014 7:02:39 PM
@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.

SCfan
Male, 50-59, Midwest US
 1919 Posts
Tuesday, July 15, 2014 6:59:23 PM
There is no way this call would have lasted that long.

skullgrin
Male, 18-29, Eastern US
 915 Posts
Tuesday, July 15, 2014 6:38:18 PM
"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.

skullgrin
Male, 18-29, Eastern US
 915 Posts
Tuesday, July 15, 2014 6:31:07 PM
@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.

skullgrin
Male, 18-29, Eastern US
 915 Posts
Tuesday, July 15, 2014 6:24:21 PM
@donk2u comcast records their calls, so he's good

Runemang
Male, 30-39, Midwest US
 2638 Posts
Tuesday, July 15, 2014 5:38:22 PM
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.

Runemang
Male, 30-39, Midwest US
 2638 Posts
Tuesday, July 15, 2014 5:35:51 PM
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.

donk2u
Male, 40-49, Midwest US
 3 Posts
Tuesday, July 15, 2014 5:35:11 PM
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...

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