[website] Comcast employee struggles to understand customers request

[featured_spectre]

Could this Comcast rep be the worst service rep in the world? - CNET

 

This guy would have frustrated me no end. I would have been shouting before the end of the call.

[abillybob]

I think the "customer" was being damn right rude, the employee only wanted to find out why they where disconnecting, price, speeds etc... and he was just refusing to answer they wanted this information so they could improve the service for him hopefully if he wanted to stay or provide better service to others using com cast there is no actual reason why he couldn't tell them why he was leaving he was just being stubborn...

 

My view anyway.

[fairm010]

Listening to it now, quite funny. I have had this numerous times. In the end I write to them requesting written confirmation that my service has been cancelled.

[featured_spectre]

I agree the customer was being rude in not providing the information, however as soon as that was answered like that, the rep should have moved on.

[fairm010]

Actually having listened to the whole thing I agree, the customer was very rude. I know how frustrating these things can be but he was very rude.

[TechMonkey]

From other places it says they had been on the phone for 10 minutes already. In my opinion once the rep had been told that the customer just wanted to disconnect that is what he should have done. It is all well and good trying to do market research on a leaving customer but if you are annoying them more and actively blocking them from that task then the rep is the problem. Even worse was the incredulation that a customer would want to leave their awesome service that is the best in the country, even to the extent of baiting the customer by saying things like "so you want a worse service?". That is of no concern to the rep, the rep is there to help the customer.

 

I'd say he kept his cool much longer than most would have.

[round2it]

iSounds like my sky experience i wanted to cancel as moved to virgin media (done deal ) yet I had to spend 30 mins on the phone at my exspence to cancel the service, yes i was getting quite vocal.

[sonofsanta]

From the SoundCloud page for the recording:

This recording picks up roughly 10 minutes into the call, whereby [my wife] and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.").

 

I think one thing we can all agree on is that we need to take whatever steps are necessary to stop anyone at BT hearing this and getting ideas. They're bad enough as is, they don't need any help "improving" their customer service.