Comcast is "embarrassed" today after a customer's Comcast call went viral when he posted a portion of the 18 minute customer service rep encounter online. The man taped about eight minutes of the 18 minute phone call, in which he was trying to cancel his Comcast service. The rep refused to honor his request over and over again, according to Fox News live on July 16.
After Comcast got wind of this call becoming an Internet sensation, they made an attempt at damage control with a public apology, reports MSN News on July 16. You can understand Comcast not wanting to lose customers, but this one rep may have paved the way for them to lose more than one with his attitude. Many wonder if this is the way they treat their customers trying to sever ties with the company.
Ryan Block made a simple request, he wanted his services with the Comcast Cable Company canceled. He said this every which way known to mankind, but the Comcast representative wasn't about to let him do this, reports AZ Central today.
Block, who is a journalist at AOL, became frustrated when the rep from Comcast kept trying to talk him out of his cancellation request. At one point Block asked the guy on the other end, "Is this a joke?"
The journalist in Block must have realized there was a story here, so he taped the rest of the call after about 10 minutes into the rep's serial denials. Block said that within a few minutes of this phone call the rep had become so "condescending" and "unhelpful" that he felt "compelled" to record this conversation he was having over his speaker phone.
Almost everyone has had a nightmare customer service call in their lifetime, but this one really tops the worst of them. Comcast posted their apology for their rude employee and not only did the apology go out to Mr. Block, but they also apologized to the public.
The Comcast apology included:
"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize," the company said in a statement. "The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action."
Block tweeted a response to Comcast's apology saying he hopes their actions due to this phone call prompts them to evaluate their culture and polices instead of terminating the rep. Many would be demanding this guy get fired if he had talked to them in the same manner, but Block handled this like a gentleman.
You can imagine the cable giant would want to nip this in the bud as cable companies and satellite companies are vying for their share of customers in the masses today. The prices and specials are advertised everywhere you look trying to entice customers to the various cable and satellite companies, including Comcast.
About a decade ago most folks had no choice in cable providers, they had to go with the cable company that went through their neighborhood, which was Comcast for a great many people. Satellites were tricky when it came to an unobstructed placement for their dish, so not everyone could change to satellite.
Since then the cable companies have spread across the country and satellite companies have honed in their reception and both are now available in vast areas, so people have an array of choices today. You can imagine if a customer was teetering on a fence about leaving Comcast and trying another company, that a phone call like this might be the deciding factor. In Comcast's defense, their service reps are normally more than helpful and exceptionally professional and friendly.