Post by peteetongman on Jul 15, 2014 11:22:19 GMT -5
Comcast’s brilliant new way to retain subscribers: Refuse to let them cancel
Comcast didn’t earn its reputation as America’s Worst Company overnight — it took years and years of hard work. From offering customers ridiculously overpriced bundle packages, to having the highest fees among any of its competitors, to offering some of the absolute worst customer service of any company in the United States, Comcast has toiled away tirelessly to perfect its craft of angering its own customers, who have little choice but to stick with the cable giant due to the sorry state of America’s home broadband market.
However, just because it’s already one of the two most hated companies in America doesn’t mean Comcast is going to stop innovating new ways to enrage its subscribers. TechCrunch brings us word of an amazing customer service call between a Comcast rep and former Engadget editor-in-chief Ryan Block, whose wife had been trying in vain to get Comcast to cancel their home service before Block took over the phone and decided to start recording the call.
The results are about as amazing as you’d expect. When Block informs the representative that he wants to cancel his service, the representative refuses to do so and instead asks him why in the world would he even think of canceling Comcast, which in the rep’s mind has a sterling reputation for customer care. So instead of promptly agreeing to cancel Block’s service, the rep aggressively peppered him with questions such as:
news.yahoo.com/comcast-brilliant-way-retain-subscribers-refuse-let-them-123055966.html;_ylt=AwrBTzkZVcVTKCgAi2FXNyoA;_ylu=X3oDMTEzMzdnaTNhBHNlYwNzcgRwb3MDMgRjb2xvA2JmMQR2dGlkA1ZJUDQ1OV8x