Internet cancellation horror story goes viral

[katana]

Ryan Block simply wanted to cancel his Comcast internet service
Instead of a short phone call with the company, however, his experience turned into a 20-minute ordeal, as Block and his wife were berated by a Comcast "retention specialist" who doggedly refused to accept the request.
"Help me understand why you don't want faster internet?" he repeatedly asked. "I'm trying to help you. You're not letting me help you."
Mr Block, a technology journalist who works for AOL, recorded the final eight minutes of the call and shared the audio with his 82,000 Twitter followers. The speed at which the clip went viral - the Soundcloud audio file had almost 4 million plays within two days - reflects that Mr Block is not alone in his frustration with major telecommunications providers.
The nameless Comcast employee took a fair amount of bashing on social media - he was called "psychotic" and "crazy and a little bit scary" and compared to a "condescending, needy ex-boyfriend from hell".
When Comcast engaged in textbook public-relations damage control, however, apologising to the Blocks, laying the blame at the feet of the customer service representative and promising "quick action", the company became the focus of the internet's rage.
ctd here http://www.bbc.co.uk/news/blogs-trending-28335713 (16/07/14)

Edited July 17, 2014 by katana

[WitawatWatawit]

Lily Tomlin does a great male accent.

[Suradit69]

And if this had happened in Thailand there'd be 20 posts saying this proved THEY don't really want us here and that Thai salesclerks and customer service people are not as well trained & not always smiling at the customer like they do in the FarangLand.

Edited July 17, 2014 by CharlieH

[orchidlady]

'm surprised the caller was able to remain so calm. Maybe because he is a journalist he just figured after awhile it would be a great story. The service representative should sell insurance-he won't take no for an answer..

[muratremix]

I wonder if they fired this guy? Perhaps he was high on duty?

Edited July 17, 2014 by muratremix

[RichCor]

"Block simply wanted to cancel his... Internet service"
"Mr Block, a technology journalist who works for AOL"

a ha ha ha ha ha ha ha ha!

He probably doesn't get the inside historical joke, because AOL... never mind. If I have to explain the joke, it isn't a joke.

[Yme]

What has this to do with Thailand?

[stoli]

It is ironic that Ryan Block, and employee of AOL, had the same problem cancelling Comcast as I did cancelling AOL. Identical story. AOL was finally sued and lost in court as they were paying their "retention specialists" a bounty for any customers they could stop from leaving AOL, through whatever means. They understood that if you were leaving anyways, they could be as rude as they wanted to be to force you to give up your request to cancel.

Customer service in the states used to be spectacular, and is now a thing of the past.

[fvw53]

What has this to do with Thailand?

We cancelled yesterday a 10 year old contract with ISP to switch to a new one : it took 15 minutes

All we had to do is to download an application form, fill it in and send it back with sufficient ID information

[Chicog]

Most companies like this have customer retention departments; especially mobile service providers.

I cancelled a satellite TV contract a couple of months ago, and had four phone calls in a week asking me the same thing: "Why are you cancelling"? "Because I don't watch it and I don't need it". "What if we give it to you free for a month?". "I won't watch it".

Can't blame them for trying.

The phone companies are particularly keen, because once they've recovered the cost of the handset it's basically free money for them. So if you want to get a better deal, and your contract has expired, phone them up and tell them you are thinking of changing providers.

Customer retention agents are authorised to offer you discounts, more data, more minutes, more SMS, etc., because they'd rather get some money from you than none.

Edited July 18, 2014 by Chicog

[bendejo]

US cableTV/internet providers are notorious for being lousy employers and, these days, terrible to deal with for customers.

Their sales people are the worst, sticking stuff on your order you don't want (but you're expected to pay for), promising things you'll never see -- -ask about it later and you'll be told there is no record of such a thing. I had one account (Qwest/Centurylink) where they made an error in the bill every other month or so, and always in their favor. These took a phone call with a long wait time and a lot of discussion to get it straightened out. I guess the idea is to wear you down to where you get to "screw it, I'll pay the bill and be done with this." At the end of the conversation they ask if I want to set up automated monthly payments. "You're kidding, right?"

[shirtless]

Its the same when you try to cancel a credit card. They wont make it easy

[rwdrwdrwd]

In Thailand they only make you travel to the office with your passport to fill in a form to confirm you really, really want to cancel.

I just got stung for a bill on my old place, paid a year up front and moved after 11 months thinking 'no problem, it's covered', they never mentioned that once the year passed I'd continue to be billed monthly. I thought I'd bought a years service - should have checked of course.

4 months after moving I hear through the grapevine that I have 4 bills stacked up, and am informed by 3bb that if I do not pay they will simple continue billing me every month into infinity, and will take me to court for it.

Edited July 20, 2014 by rwdrwdrwd

[Chicog]

What a bunch of (unrepeatables). Trouble is that's why the small print is so small. Have to check everything these days.

Edited July 20, 2014 by Chicog

[CaptHaddock]

Although this retention rep was particularly egregious, the source of the problem was the company's incentive structure. According to a post by a former retention clerk, the clerks get a commission based on the number of accounts they "retain" along with a minimal salary. Each month the managers set new, higher goals for each employee. If they empoyee does not hit at least 75% of the new, higher goal, he loses all the commissions that he has earned for that month. So, it's hit the goal or lose it all. That kind of incentive will inevitably push some employees to this kind of aggressive behavior. Although that individual may be fired, I doubt the company will revise its compensation package to eliminate the problem.

I wonder if they fired this guy? Perhaps he was high on duty?

[bendejo]

What a bunch of (unrepeatables). Trouble is that's why the small print is so small. Have to check everything these days.

The larger print giveth, and the small print taketh away.

- Tom Waits