Comcast "Embarrassed" Over Customer Support Call From Hell
Comcast has long been one of the most loathed companies in America - it even won Consumerist's 2014 award for Worst Company in America - but it doesn't seem to mind. If it did, it probably wouldn't make it virtually impossible for someone to cancel their service - but it does. It's not hard to find stories like this, but when it happens to someone well-known on the Internet, it can blow-up into something big.
Earlier this week, couple Veronica Belmont and Ryan Block decided to cancel their Comcast service. Veronica was the call initiator, and didn't expect too much of a problem - but that didn't last for long. On the verge of losing it, Ryan took over the call and decided to record the remainder of it. Of course, that recording was posted online (it can be found at the URL below), and it's as cringey, and perhaps as rage-inducing, as you'd expect it to be. You'd be led to believe that someone at Comcast died every time someone canceled their service given how adamant the customer service rep was with trying to keep them on.
Flickr: Thoth God of Knowledge
Nonetheless, despite this being a mere customer complaint, Comcast wasted no time in coming public with an apology. This is it, in its entirety:
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.
I don't know about you, but this to me is nothing more than Comcast saving face. If this experience didn't happen to two well-known Internet stars, I'm betting that no statement would have been made at all. It's because of how public this has become that Comcast felt compelled to speak up. What would help at this point is if others who've had to deal with the same hassles came forward, and prove that this wasn't simply a poor, one-off experience. We'd hate to see more of this happen (thanks to Reddit for the link).