Canceling cable is a day long activity. It’s strenuous, annoying, and a total waste of time. At Comcast, they like to keep it that way.
The customer service reps at Comcast are paid to make your experience miserable, and hide opportunities that could cut down on your bill. In fact, if you’re calling to cancel your subscription they’re ordered to agitate customers into just hanging up on them in frustration. That’s exactly why Ryan Block called them on Monday night.
In a recording that made its rounds on the internet this week, Block showcased a grueling conversation with a Comcast representative. The unnamed representative demanded repeatedly to know why Block was trying to cancel, to which Block exercised his right to decline giving a reason.
An anonymous employee at the retention department of Comcast reached out to Business Insider and disclosed that this was just another typical Comcast call.
“They make you do that. You have to follow a certain path. And if you don’t follow it, you can be written up. They’ll make up something like, ‘You didn’t ask this question,’ or ‘You should have done that.’ That was an average retention representative he was on the phone with.”
Further, the source claimed you should avoid calling at the end of the commission period. Often, the representatives will hang up on you if you’re canceling.
“I’m surprised that the rep didn’t actually hang up on the customer,” the source said. “Because inside that company, it if it was between the dates of the 22nd [of the previous month] and the 21st, [that’s] the commission period. If it’s closer to the 21, that means it’s going to affect his numbers if he hangs up. And 9 times out of 10, that call happens around that time. Because he was pushing him not to disconnect [his service]. That’s how money works inside of Comcast.”
[via Business Insider]