WhatFinger

Comcast apologizes for Kafka-esque 'customer service'

Behold, one man's hellish nightmare while trying to cancel his cable TV service

By Robert Laurie ——--July 15, 2014

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Most Americans will tell you that, in terms of providing sheer amounts of irritation, the cell phone company and the cable company are locked in a never-ending battle. They almost invariably top the list of services we want, provided by companies we despise. Virtually everyone has some nightmare story about dealing with these providers, but it's usually personal. Something you share with your friends as part of a conversation that begins with "Oh yeah, well let me tell you what MY cable company did...."
Most of the time, people don't bother to record the nightmare-inducing horrors they endure as they wade through telecom hell. This is not "most of the time." After 10 minutes of trying to cancel his Comcast cable service, Tech journalist Ryan Block decided to turn on the recorder. Later, he uploaded the bizarre conversation to SoundCloud so that the world could share in his epic misery. He's witholding the name of the service rep for obvious reasons.
Just...wow. According to 103.5 WTOP, Comcast is well aware that this is a PR disaster. They've issued an apology and promise an investigation.
Contacted by WTOP, Jenni Moyer, senior director of corporate communications network & operations apologized. "We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize," says Moyer. "The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives," says Moyer. "We are investigating this situation and will take quick action," says Moyer. "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."
So, next time you have to deal with the cable company, remember: it could always be worse....

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Robert Laurie——

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