Most of us have had a bad customer service experience at one time or another.
But Comcast customer Ryan Block had a particularly trying day when a representative of the telecommunications giant put him through a grueling 18-minute interrogation after he tried to cancel his service.
Determined not to let a customer slip away, the persistent employee refuses to process the disconnection until he is given a good enough reason for Block terminating his contract.
‘Why is it that you don’t want the faster speed? Help me understand why you don’t want faster Internet?’ the unnamed representative demands during the conversation.
Block, co-founder of tech site Engadget, politely explains that he is switching to an alternative provider – clearly not a good enough reason for the tenacious employee.
‘My job is to have a conversation with you about keeping your service,’ the representative asserts.
The uncomfortable back and forth can be heard on Sound Cloud, although Block only begins recording 10 minutes into the phone call.
He explains that his wife initially began speaking to the employee, but handed the phone over to her husband when it became clear she was not getting anywhere with the representative.
‘The representative continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone,’ Block writes in the audio description.
‘Overhearing the conversation, I knew this would not be very fun.’
‘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.
Comcast later issued a statement apologizing for its employee’s behavior:
‘We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize,’ the statement reads.
It adds: ‘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.’
Many of those who listened to the Sound Cloud recording commented that they are hoping Google Fiber enters the market in more cities so consumers have better Internet options.
Comcast is frequently near the top of consumers’ worst company in America lists.