Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




Webhead
2145 posts

Uber Geek
+1 received by user: 708

Moderator
Trusted
Lifetime subscriber

Topic # 150282 17-Jul-2014 12:04
Send private message

Wow, I have had some bad conversations with customer service, but this is really off the charts bad.

Happy I don't have an ISP that does this when you want to switch service: 

https://soundcloud.com/ryan-block-10/comcastic-service




View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
2101 posts

Uber Geek
+1 received by user: 513


  Reply # 1090610 17-Jul-2014 12:09
Send private message

FYI Ryan Block was the second employee of Engadget, and basically a founder of it.

I recognised him from his voice, many hours of listening to him and Peter Rojas on the early Engadget podcast.  

Basically, don't mess with him.

 

 



Webhead
2145 posts

Uber Geek
+1 received by user: 708

Moderator
Trusted
Lifetime subscriber

  Reply # 1090612 17-Jul-2014 12:11
Send private message

I am amazed he is able to stay calm. I am not sure I would have been able to stay as calm through that..




 
 
 
 


3154 posts

Uber Geek
+1 received by user: 965

Trusted
Lifetime subscriber

  Reply # 1090620 17-Jul-2014 12:19
Send private message

Listened to this yesterday - could hardly believe what I was hearing!

4718 posts

Uber Geek
+1 received by user: 2201

Trusted
Subscriber

  Reply # 1090624 17-Jul-2014 12:26
Send private message

A Reddit thread about it has a post from a former analyst for Comcast. TL;DR just as you expect, the behaviour on the phone is not only directly incentivised by the remuneration structure of those agents, but other even more evil stuff is too, such as a 3-5% rise in charges every year, even though costs actually *fall*.




iPad Air + iPhone SE + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.


Banana?
4517 posts

Uber Geek
+1 received by user: 1080

Subscriber

  Reply # 1090626 17-Jul-2014 12:29
Send private message

I can't believe his patience.
I would have lost my rag long before that. Maybe just telling him you were recording it for posting on the internet. He would have shut up pretty quick I think.

3229 posts

Uber Geek
+1 received by user: 924

Trusted

  Reply # 1090629 17-Jul-2014 12:32
Send private message

Summary or transcription for those of us who can't listen to it now please? :)  (actually the link 404s for me)

2020 posts

Uber Geek
+1 received by user: 1131


  Reply # 1090640 17-Jul-2014 12:53
Send private message

Summary:
Why do you want to cancel
I'm not saying
Why do you want to cancel
I'm not saying
Why do you want to cancel
I'm not saying can you please just cancel my service
Why do you want to cancel
Can you please just cancel my service
Why do you want to cancel
Can you please just cancel my service
Why do you want to cancel
I'm not saying can you please just cancel my service
Why do you want to cancel

Most of involves the CSR actively talking over the customer. 
Listening to it made me furious. I imagine if Comcast stopped this behaviour, gun crimes would plummet.




Location: Dunedin

861 posts

Ultimate Geek
+1 received by user: 138

Trusted

Reply # 1090642 17-Jul-2014 12:57
Send private message

I lasted 1 minute 13 seconds before I had to stop listening. Just ugly to say the least

919 posts

Ultimate Geek
+1 received by user: 224

Subscriber

  Reply # 1090656 17-Jul-2014 13:16
Send private message

SaltyNZ: A Reddit thread about it has a post from a former analyst for Comcast. TL;DR just as you expect, the behaviour on the phone is not only directly incentivised by the remuneration structure of those agents, but other even more evil stuff is too, such as a 3-5% rise in charges every year, even though costs actually *fall*.


That was a pretty amazing post (assuming it's true). The bit about the employee being penalised financially for customers actually going through with the cancellation was the biggest surprise.

14450 posts

Uber Geek
+1 received by user: 1899


  Reply # 1090674 17-Jul-2014 13:38
Send private message

I think it reflects worse on the company than the employee. The employee was obviously part of their retention team, so his job was to try and retain the customer from leaving. The problem was that he was useless at it. He should have picked up that it would have been a hopeless task from the first couple of minutes, and just processed the cancellation, or directed the customer to a website form to fill out. I have experienced similar things when canceling from retention teams, but not to that extent. But you have to remember that one bad staff member doesn't mean that a company is bad, people are only human and make mistakes.



Webhead
2145 posts

Uber Geek
+1 received by user: 708

Moderator
Trusted
Lifetime subscriber

  Reply # 1091120 17-Jul-2014 23:52
Send private message

sidefx: Summary or transcription for those of us who can't listen to it now please? :)  (actually the link 404s for me)


Thats strange, are you on Comcast? ;)

Here is the note that Ryan posted with the recording:


 

Please note: this conversation starts about 10 minutes in -- by this point my wife and I are both completely flustered by the oppressiveness of the rep.

 

So! Last week my wife called to disconnect our service with Comcast after we switched to another provider (Astound). We were transferred to cancellations (aka "customer retention").

 

The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone. Overhearing the conversation, I knew this would not be very fun.

 

What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.

 

This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.").

 

Please forgive the echoing and ratcheting sound, I was screwing together some speaker wires in an empty living room!




6276 posts

Uber Geek
+1 received by user: 1950

Trusted

  Reply # 1091126 18-Jul-2014 00:18
One person supports this post
Send private message

He is the worlds most persistent retention agent.
I am sure those "Microsoft" callers have less patience and persistence.




 


Mad Scientist
19334 posts

Uber Geek
+1 received by user: 2531

Trusted
Lifetime subscriber

  Reply # 1091176 18-Jul-2014 08:28
One person supports this post
Send private message

humans being humans. good days and bad days. some people are nicer some aren't so nice. moving along? (if he was top notch he wouldn't be a CSR eh)




Swype on iOS is detrimental to accurate typing. Apologies in advance.


856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1091383 18-Jul-2014 13:16
Send private message

SaltyNZ: A Reddit thread about it has a post from a former analyst for Comcast. TL;DR just as you expect, the behaviour on the phone is not only directly incentivised by the remuneration structure of those agents, but other even more evil stuff is too, such as a 3-5% rise in charges every year, even though costs actually *fall*.


Likely the most interesting post from that Reddit Thread about how Comcast operates was http://np.reddit.com/r/television/comments/2arg1k/comcasts_customer_service_nightmare_is_painful_to/ciy33bx really it didn't surprise me but there was still room for my jaw to drop.

2020 posts

Uber Geek
+1 received by user: 1131


  Reply # 1091390 18-Jul-2014 13:27
One person supports this post
Send private message

TimA: He is the worlds most persistent retention agent.
I am sure those "Microsoft" callers have less patience and persistence.

That's a phone battle I'd like to hear! (Him vs a "Microsoft" caller)


Sir, do you see your start button.
Can you tell me why you need to know that.
Sir, do you see your start button, it's in the bottom left corner.
I'm just trying to understand.... why you'd want to know that.





Location: Dunedin

 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Geekzone Live »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.