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Is this the “Worst customer service call of all time” ? The cable company is apologizing

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SAN FRANCISCO, CA - A San Francisco man called Comcast to make a simple request. But, he hardly got a simple answer.

All Ryan Block wanted was to cancel his Comcast internet and cable subscription. But, the Comcast guy wasn't going to have it. Block said he switched providers, but he never expected it would be so tough.

Block, a tech journalist, recorded and posted the call. So far it has more than 2 million hits, and people can't believe what they hear.

"I don't see the need to get into it. If I want to cancel my service, I want to cancel my service. There's no need to debate anything." said Ryan Block.

The Comcast rep was persistent. "Why don't you want those services?"

"Because I'm not interested in your services any longer, can you." said Block.

"Okay. So you're not interested in the fastest internet in the country?" said the representative.

"Nope." said Block.

In a statement Comcast wrote:

"We are very embarrassed. The way in which our representative communicated with him is unacceptable."

So even after that 20 minute call. They finally heard what they wanted to hear. The Blocks still didn't trust their service was canceled. They decided to come to an office in person, just to make sure.

Block was expecting a personal call from Comcast executives, presumably an apology, hopefully it was a quick call.

Comcast says it will investigate and promises quick action.

Listen to the full call here:

16 comments

  • Denise

    This guy I think is trying to make Comcast go out of business lol.. I have never had Comcast and never want it.

  • Casey

    FYI, the man that said “I don’t see the need to get into it. If I want to cancel my service, I want to cancel my service. There’s no need to debate anything.” was not Ryan Block, it was a man who heard the call between Ryan Block and the Comcast representative (as per your video).

  • Al

    That rep was waaaaay out of line. If te guy doesn’t want cable, let him go. He’s just a drop in the bucket anyway. Worry about the ones you still got & try to make their experience better.

  • bernice

    Clearly this rep’s job is retention. He is probably one of the company’s top retention reps. He is assertive and made several offers. His initial questions were asked to establish a WIFM for the offer. He needs to brush up on his customer service skills, however. He constantly interrupted the caller and after two or three no’s (whatever the company requires) he should have stopped. Com cast may Clarion to be embarrassed but I’d wager that his performance on that call hit most of the required metrics.

  • Lynnette

    I worked for AT&T’s (cell phone division) cancellation/retention department a few years ago so I can speak from the representatives point of view and from how AT&T operates. We were trained to keep the client on the phone for a certain amount of time (it was at least 10 minutes), and try to save the line. If you were on and off the call in 3-5 minutes you weren’t doing your job and probing enough. You need to dig and probe to find out why they were leaving and try to find a resolution/make offers to “save” their service. Probing was the main focus of each call. I was reminded of this recently when I was unhappy with what I had to pay for more high speed internet and got to talk to the cancellation dept. The resolution was that they offered to pay for the additional cost of adding more data for 6 months. It pays to talk to the cancellation dept if you’re having problems with your phone, paying for your services because their job is to keep you. To end with; I don’t understand why the client (Mr. Block) wouldn’t give a reason for leaving Comcast, as it seems that the client was trying to be difficult. Yet I do agree the rep took it to far.

    • Stl

      You shouldn’t have to give anyone a reason. If I’m the one paying the bill and I say I’m leaving because I want to, then that should be good enough. He’s not obligated to tell them his personal issues, etc.

    • Lindy

      I’ve had horrible customer service with Comcast in the past. For me, pour customer service will cause me to leave a company even it does have the “fastest internet”.

      • Trisha

        I’ve had horrible customer service as well, however, i do agree with you that it is not their place to know our reason, but i can understand the persistence in knowing. Considering every company needs to know why people are cancelling, so that they can make the appropriate changes so less people cancel in the future, there is a need to know the reasoning. BUT, FYI, certain people (myself included), think there is no excuse for bad grammar or spelling considering we are in the age of spell check. (In all actuality, past even that very tiny language law!

  • Stl

    I recall trying to cancel something once and they kept asking why even though I kept saying I just didn’t want it. They were like is it financial, etc? Just kept wanting more of a specific reason other than what I said.

  • The Dude Abides

    Comcast = NBC / MSNBC. NBC / MSNBC = shill for King Obama. NBC / MSNBC = too big to fail = taxpayer bailout.

  • Angela Moats

    I don’t see why everyone is so shocked, these types of companies always belittle people when they say they don’t want the services they offer. I have experienced this many times, and not with Comcast. Nothing new to me.

  • yahoo answers sign in

    I know if the service rep was being observed by their manager during that call the manager would have said they did everything correct BUT should have tried harder. I used to work for att as a service rep. and even if I was able to sell and had the customer happy it was never enough, there was always a “BUT IF YOU JUST DID THIS….”. They didn’t care about customer support unless they received a complaint from a customer then it was all the service reps fault.

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