Peter G (sinetimore) wrote,
Peter G

We Abuse Our Customers And Pass The Savings On To You!

When I was growing up, my family had TCI cable.

We eventually found out they were considered the joke of cable television.  Found out why, too.

TCI eventually became Comcast, and that spirit of general stupidity has continued.  Obscenely overpriced bundle packages.  The highest fees of its competitors.  And, of course, that wonderful customer service.  People wondering how bad it was found out when a man named Harry McCracken started Tweeting in May about his attempts to get Comcast to cancel his mother's account.  He said they "refused to do it for her for reasons which are unclear" and "they won't let me do it because I'm not her."  If you are wondering who this McCracken is and why you should care what he says, he's the former tech columnist at Time magazine.  This guy's no dummy, and they are still screwing with him.

To date, my worst experience was trying to cancel my subscription to the Chicago Tribune.  They just wouldn't let me do it, offering deals and talking about delivery times and so on, completely disregarding my complaints.  I thought I had it rough.  I was wrong.

A woman named Veronica Belmont decided to cancel Comcast to her house.  Belmont was sent to the "cancellations" department.  She gave the phone to her husband, Ryan Block, who you may know as the editor in chief at Engadget.  This isn't someone you can snow.  Anticipating things would get interesting, he recorded the phone conversation.  He then uploaded it to Soundcloud. Listen, and be amazed.

Word of this has shot through the Internet like VD through a frat house.  Comcast issued a statement that they were investigating the employee for possible congratulations and/or promotion.  I'm joking, I'm joking, I'm joking.  "We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize.  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.  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."

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