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Ending relationships can be messy — especially when it's with your cable company.
Comcast, which apparently has the No. 1 service in the country according to a very determined customer service rep, admitted Tuesday to being embarrassed about the conduct of the employee who refused to take no for an answer when a customer tried over and over to have his service disconnected on the phone.
Technology journalist Ryan Block recorded an 8-minute clip of his conversation with the rep who was determined not to get him to cancel. The employee repeatedly assured Block, a customer since 2005, of how superior their service was and was adamant that he be informed why Block wanted to cancel.
Block declined an interview request with the Daily News, but wrote on his Twitter account that the rep was "rude, unhelpful, condescending" and "straight up belligerent."
The 8-minute exchange — the first half of which was not recorded as the rep spoke to his wife — was posted online Monday night.
Some highlights from the bizarre conversation:
"Why is it you don't want faster speed? Help me understand why you don't want faster internet?" the rep asks.
"Help me understand why you can't just disconnect us?" Block answers.
After Block informs the rep over and over he does not want to state a reason for canceling and that he does not owe the company an explanation, the rep just says he wants to help.
"The way you can help me is by disconnecting our service," Block said.
"But how is that helping you though?" the rep wonders.
"That's what I want," Block replies.
"OK, why is that what you want?" the employee continues.
Help me understand why you can't just disconnect us?
"That's what I want," the customer answers.
After more arguing Block asks, "Please answer my question. Are you capable by phone of disconnecting our service?"
"It's something we can do. I mean, very rarely do we do it," the rep says.
The customer then asks him to disconnect, but like a jilted lover the Comcast rep immediately starts asking about the new internet provider.
Read more: http://www.nydailynews.com/news/nat...ancel-service-article-1.1867728#ixzz37eNG6QP7
Audio -
Comcast, which apparently has the No. 1 service in the country according to a very determined customer service rep, admitted Tuesday to being embarrassed about the conduct of the employee who refused to take no for an answer when a customer tried over and over to have his service disconnected on the phone.
Technology journalist Ryan Block recorded an 8-minute clip of his conversation with the rep who was determined not to get him to cancel. The employee repeatedly assured Block, a customer since 2005, of how superior their service was and was adamant that he be informed why Block wanted to cancel.
Block declined an interview request with the Daily News, but wrote on his Twitter account that the rep was "rude, unhelpful, condescending" and "straight up belligerent."
The 8-minute exchange — the first half of which was not recorded as the rep spoke to his wife — was posted online Monday night.
Some highlights from the bizarre conversation:
"Why is it you don't want faster speed? Help me understand why you don't want faster internet?" the rep asks.
"Help me understand why you can't just disconnect us?" Block answers.
After Block informs the rep over and over he does not want to state a reason for canceling and that he does not owe the company an explanation, the rep just says he wants to help.
"The way you can help me is by disconnecting our service," Block said.
"But how is that helping you though?" the rep wonders.
"That's what I want," Block replies.
"OK, why is that what you want?" the employee continues.
Help me understand why you can't just disconnect us?
"That's what I want," the customer answers.
After more arguing Block asks, "Please answer my question. Are you capable by phone of disconnecting our service?"
"It's something we can do. I mean, very rarely do we do it," the rep says.
The customer then asks him to disconnect, but like a jilted lover the Comcast rep immediately starts asking about the new internet provider.
Read more: http://www.nydailynews.com/news/nat...ancel-service-article-1.1867728#ixzz37eNG6QP7
Audio -
