A Comcast service call recorded by a customer has garnered millions of hits after being posted online, forcing the cable giant to issue a public apology.
"Last week my wife called to disconnect our service with Comcast after we switched to another provider. We were transferred to cancellations (aka "customer retention"), Ryan Block, co-founder of tech site Engadget.com, wrote on SoundCloud
, where he posted the recording.
"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."
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According to ABC News
, the conversation lasted an excruciating 18 minutes as the Comcast rep asked again and again why Block and his wife want to cancel their service.
He argued profusely, saying "I’m just trying to figure out what it is about Comcast service that you don’t want to keep," to which Block responded — quite brilliantly — "This phone call is actually a really amazing representative example of why I don’t want to stay with Comcast."
Finally, the customer service rep relented, and canceled the service as requested.
"There's something almost heartbreaking in the moment the rep finally gives up," a writer at Slate commented in an article
. "I can hardly imagine what horrible, punitive incentive structure Comcast has put in place for its employees that might inspire this sort of interaction."
On Tuesday, Comcast responded to the call, saying it was "very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize."
The company claimed that, "The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives."
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