Comcast Rep Stonewalls Customer in Cancellation Request Gone Awry

What's This?

Image: Elise Amendola/Associated Press

By Chelsea Stark2014-07-15 02:57:53 UTC

For anyone who's ever experienced customer-service woes, be glad this isn't you.

AOL product manager Ryan Block, a former editor with Engadget, shared via Twitter a recording of his uncomfortable conversation with a Comcast customer-service representative on Monday night. Block said he was calling Comcast to cancel his service. The recording, posted to Soundcloud, only included the latter part of his call:

Block later added that he was severing his relationship with Comcast to go to Astound, a West Coast-based broadband provider.

The unidentified representative asked Block multiple times why he was leaving Comcast.

"Being that we are the number one-provider of Internet and TV service in the entire country, why is it that you aren't wanting to have the number-one Internet service, number-one TV service available?" the representative asked. "I'm just trying to figure out what it is about Comcast service that you aren't liking, that you aren't wanting to keep. What is it about that service?"

The call only ends after Block said he would stop talking, and just wait for the cancellation process to go through. The rep finally relented, saying, "I'm really sorry to see you go to someone who can't give you what we can, but I'd like to thank you very much for being a great part of Comcast. Have a wonderful day."

Comcast did not immediately respond to a request for comment.

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Topics: Business, comcast, Conversations, customer service, Media, Twitter