Tech Blogger Tries To Cancel Comcast Service, Hilarity Ensues

Post by [deleted] » Tue, Jul 15, 2014, 5:11 PM UTC

coder23 wrote: post #141

67726e wrote: post #121

Earlier quoted context omitted.

So call their bluff. Unless you're dealing with the support for some small/fly-by-night company, phone support is going to have someone overseeing them. If they absolutely refuse to connect you, hang up and get a new agent and ask to speak to the supervisor from there. Make sure to provide the supervisor with the calling agents details.

All of them have a supervisor or superiors of some sort. But in some companies they do not touch the phone, they overseer the process. I can tell you from personal experience that if the customer support doesn't solve the problem then there isn't a next "level" of support called the supervisor, but only more formal options to communicate remain; think complaint department, mail, lawyers.

Post by lilsunnybee » Tue, Jul 15, 2014, 5:13 PM UTC

chris_wot wrote: post #152

kabdib wrote: post #143

Earlier quoted context omitted.

They'll just transfer you to legal. Worst case, they tag your account and do this every time you call, and you're in limbo for months. Ugh.

That's not how it works. They won't transfer you to a lawyer: those are damned expensive. In Australia, if you threaten to go to an ombudsman, companies tend to listen. Ombudsman cases are very expensive.

Post by Avenger42 » Tue, Jul 15, 2014, 5:16 PM UTC

danielweber wrote: post #127

scott_s wrote: post #110

Earlier quoted context omitted.

I don't think that's fair to the caller. He was polite, and was clear in what he wanted. Had the Comcast agent said "Okay, I understand that you don't want to tell me that, let's move on" the call would have moved on and not ended up on the internet. He wanted his service cancelled, and did not want to engage in a conversation about it. How else could the caller have possibly handled it? Also, the caller was not a "c…

How else could the caller have possibly handled it? This is obvious: by answering the question. I'll repeat that he was under no obligation to answer that question. My mother-in-law does the same thing this guy does: stands her ground and refuses to answer any questions. It's completely her right to engage in that manner, but she neither asks for nor gets any sympathy for how long she has to stay on the phone with pe…

Post by dkrich » Tue, Jul 15, 2014, 5:18 PM UTC

VLM wrote: post #245

dkrich wrote: post #229

I thoroughly dislike Comcast and would go to great effort to avoid their service. That said, as funny as this is, this to me is more of a failing on a personal level than by Comcast as a whole. He seems more angry at the caller because he's losing the argument and not getting any concessions and just wants some sort of response or willingness to hear what he's saying. I sincerely believe that by the midpoint of that…

"I'm pretty certain that he would be reprimanded for this behavior." I could not disagree more. That makes the huge assumption that the retention department is measured and paid by metrics like "increasing sales". I am almost 100% certain that would not be the case. The longer you keep a quitting customer on the phone the less likely they are to leave, the more likely they are to give up hope and keep paying. Awesome…

Post by hausen » Tue, Jul 15, 2014, 5:22 PM UTC

greggman wrote: post #234

spodek wrote: post #174

We're an entrepreneurial community and here is a case of demand. Why not meet the demand to cut off internet services? One idea: create a phone service where I call a third-party (you, the entrepreneur) that connects me to the best number to cancel my service. The third party determines if recording the call is legal and records if so, posting the recording online, along with metadata: date, duration, agent name, loc…

Just tell them you're moving to another state/country. Works for me