LISTEN: Man’s plea to cancel Comcast goes viral

A Comcast customer service call has gone viral after it was recorded and posted online.

It’s between a customer trying to cancel his cable and internet service and a Comcast representative determined not to let that happen.

Ryan Block lives in San Francisco and canceled his service because he was moving.

He recorded the 20-minute call and posted it online– where it has more than three million hits.

Comcast later apologized– and canceled the service.

LISTEN TO THE FULL SERVICE CALL HERE:

 

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32 comments

  • GaryW

    That has to be a joke! NOBODY in customer service for any company would be so rude and impossible. I would have got a hold of his name and had this %$#^ fired!

    • Alicia Zarycki

      I wish that it was a joke. However I had the same kind of problem cancelling service with Comcast. I told them I was moving and needed to cancel since I couldn’t get Comcast at my new residence. They refused to cancel it. I had to fight about canceling services from my old residence for 6 months after I first told Comcast to cancel. Finally nearly a year after moving they acknowledged that I had cancelled and didn’t owe them any money for the months after I cancelled service with them and realized that I was due a refund for returning the cable box and remote control too.

      When I was job hunting and interviewed with Comcast for a customer service representative I found out why their customer service sucked so much. My 5 years of customer service and a year of sales experience wasn’t good enough for their customer service department because they were more interested in people with at least two years sales experience than people with 2+ years customer service experience. So despite being able to do awesome on their tests for customer service support and suggestive selling, I was told that it wasn’t the combined 2 or more years customer service and/or sales experience that mattered like the job ads said but really the 2 or more years of sales experience that mattered. That I should apply again after I got another year of sales experience.

    • Brian

      I don’t like Comcast, and fox news is controlled a lot by the government, but they’re not as bad as the libturd media your obviously use to. I hope you get a clue. This representative is obviously liberal like you. Sorry for you

      • Joe

        All of what you have just said makes absolutely no sense. How is it that she conservatives like you bring politics into absolutely everything? Get a f*ing life. I read a ton of comments on blogs like this and it is always conservatives that are always trying to pick a fight. I never see liberals acting snooty and ridiculous. If anything the guy that was blogging was the one who seemed more liberal to me. You’re so stupid

  • Latunya

    WTF! This representative really doesn’t have Comcast’ s reputation on his mind nor his own that was the worst conversation I’ve ever heard between a customer and a service representative. Where is the respect and consideration for the customer’s needs. Just totally unbelievable I will never become a customer or want anything to do with anything affiliated with Comcast and I’m going to let everyone I know of family and friends to switch providers. #Comcast #Very Distasteful!

  • JW

    That’s why Comcast is the worst rated customer service in the entire country. I have had numerous dealings with them recently and each time got a call center with non english speaking employees who work off a script. Anything not on the script and all you get is yes yes yes repeatedly and never get an answer for your problem. Crap customer service and rude reps is the norm for Comcast. So much for keeping jobs in the US last call center I got was somewhere in Pakistan or India by the accents of all the employees I dealt with.

  • Janet Powell

    That is exactly how they treat people. I was on the phone with them back in 2009 and tried to cance. After about 20 minutes I told the guy why, my husband just died, so I have lost 2/3 of my income and I can’t pay you. That still wasn’t good enough. I told him the converter boxes are in a box ready for them to pick up and told him to cancel more than a dozen times. Finally I said, you will not be paid from me, I am canceling you. They wouldn’t turn off my cable and finally after a few months of my not paying it, they sent a guy out to disconnect at the pole and collect the boxes. The guy was nice, I told him what happened and to this day I have not paid them and they quit trying to collect.

      • Chris

        That’s exactly how I did it, they’re less likely to be flippant and pushy when they’re dealing with you face to face.

  • John Dailey

    This is how Comcast chooses to do business this way. Very few of their customer providers known what they are talking about… This customer was lucky, that he got a rep that actually spoke understandable English

  • Sylvester

    That’s why I left comcast, had too many issues with their reps and the fact that they are the most expensive provider out there. I’m now with DirectTV and loving it and saving over a $100

  • Nickolay K

    I LIVE IN CHICAGO. IN APRIL 2010 ,I SIGNED ON WITH COMCAST .FOR 3 MONTHS MY SERVICE WAS DOWN AND THEY WANTED TO CHARGE ME TO COME OUT AND FIX THE WIRING THAT THE TECHNICIAN FAILED TO ACCOMPLISH. SO WE CANCELED AND WERE GIVEN A CREDIT, AND PAID OUR FINAL BILL. YEARS LATER, I CALLED AND WANTED SERVICES AGAIN. PAID A 50 DEPOSIT,
    THEN PICKED U P EQUIPMENT TO SET IT UP MY SELF. CALLED IN TO ACTIVATE THE BOXES, JUST TO BE TOLD THAT I OWE THEM $380.00. couldn’t TELL ME WHAT FOR . I LATER FOUND OUT THEY NEVER CREDITED ME FOR THE 2 MONTHS OF NO SERVICE 4 YEARS AGO.i RETURNED THE BOXES , AND WAS TOLD ILL GET MY $50.00 DEPOSIT BACK,BUT THEY LIED.. GOT A LETTER FOR COLLECTION FOR $600.00 SAYING I OWE FOR SERVICES AND EQUIPMENT ! WTF, I WANNA SUE THEM SO BAD JUST TO SET AN EXAMPLE..I REMEMBER WHEN I HAD SERVICES MY BILL WAS GETTING HIGHER EVERY MONTH $380.00 FOR THER TRIPPLE PLAY PACKAGE , 1HD BOX ,MODEM,AND 1 ADAPTER BOX. THIS BILL OF COURSE WAS 3 OR 4 MONTHS AFTER STARTING SERVICE. Comcast DON’T EVEN WANT TO REVIEW MY CALLS BETWEEN THEM. EVERYTIME I ASKED , THEY JUST DODGED MY QUESTION WITH A QUESTION. OMG I DONT KNOW WHAT TO DO, I WANNA SUE THEM SO BAD FOR ALL OF THERE BULLSHIT, FOR SCREWING UP MY CREDIT

    if ANYONE HAS A SIMILAR PROBLEM ,THEN PLEASE SHARE IT WITH ME . OR IF U KNOW OF ANY CLASS ACTION SUITES AGAINT THEM FOR THIS VERY SIMILAR PROBLEM

  • Gene Jenkins

    When I disconnected my Comcast service, I went to one of the Comcast stores. The rep was very nice and I really can’t complain about that part of the process. However, I’d asked him about my bill and he suggested that I wait a couple of weeks to make payment so the final bill and my current bill could be made in one payment. I did wait on that final bill, but since it passed my old payment due date by just a few days. Would you believer that they turned me over to a collection agency because of my current bill being a few days over? I’d never been late on not even ONE bill the whole time I had their service. I called them and was told (a bit under the breath of the rep) that this was a common practice and that if I’d call back and complain to a supervisor it would be taken care of. It was but I just can’t believe in my wildest imagination why, after being instructed by THEIR rep to wait for my final bill to pay, that I’d be sent to a collection agency! Still maddens me! Something that could potentially effect my credit score, for Pete’s sake! Plus who sends bills to collection which are under a month old?? I thought this was odd, of course, but I had a friend who went through the exact same thing some months after my experience. What is going on with this company? I suspect that all the good boy favors who got their promotions by their buddies are the ones running the company now. It’s incredibly insulting to me to be treated this way.

  • Maria

    We should all leave Comcast see what they do I hate them I’m bout to disconnect mine also always charging more then what you bill is. Stupid people

  • k

    I work for a communication company. I kind of feel bad for this rep. He’s doing exactly what he was trained to do. Company policy and training caused this experience for the customer. He probably gets bonuses for retaining customers or written up for not retaining. I am not saying this is right however I can guarantee this is how he was trained.

  • yahoo answers login

    I dare any new station or media outlet that makes news to call Comcast and for service with out the special introductory rate. Call them up and ask for just internet, and what it will cost after the 6 month period or year introductory rate. I can not find the information any place on their webpage, nor could I get a straight answer from their sales reps. Which is stupid because they do not want you to know what they are going to raise it too after that introduction. Or they will BS you by saying after the introduction rate expires call them up and talk to them about getting the same deal, which never happens.

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