The largest cable company in the United States, Comcast, has issued a statement apologizing for a service call that was so awful it went viral.
(Former) Comcast customer Ryan Block started recording his hellish experience about 10 minutes in and he shared the resulting audio via SoundCloud. Block explained:
What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.
This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling.
The audio begins with this CSR asking, “Why is it that you don’t want the faster speed? Help me understand why you don’t want faster internet.” Block responds with, “Help me understand why you can’t just disconnect us.” The rep then rages on ceaselessly in pressing Block over why he wants to cancel.
Comcast has since replied with a statement:
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.
The name of the hardest working retention specialist that ever lived has not been revealed.