Comcast execs had better take the recording below seriously, because in the last few hours it has become an Internet phenomenon — an example of almost everything that many consumers hate about the cable-broadband giant and its bureaucracy. It was made last week by tech journalist Ryan Block after his wife called Comcast to cancel their broadband service (they wanted to switch providers) and were transferred to a customer retention rep who refused to comply and hectored them with patronizing talking points. The recording starts about 10 minutes into the conversation, Block writes, after the Comcast rep “continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone.”
Comcast says it’s “embarrassed by the way our employee spoke with Mr. Block and [is] contacting him to personally apologize.” But the company adds that the rep was an outlier: His hectoring questions and refusal to simply cancel the service were “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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