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
2444 posts

Uber Geek

Moderator
Trusted
Lifetime subscriber

#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
2120 posts

Uber Geek


  #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
2444 posts

Uber Geek

Moderator
Trusted
Lifetime subscriber

  #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..

 
 
 
 


3548 posts

Uber Geek

Trusted
Lifetime subscriber

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

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

5240 posts

Uber Geek

Trusted
Lifetime subscriber

  #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 Pro 11" + iPhone XS + 2degrees 4tw!

 

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


Banana?
4947 posts

Uber Geek

Subscriber

  #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.

3416 posts

Uber Geek

Trusted

  #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)

2162 posts

Uber Geek


  #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

 


 
 
 
 


882 posts

Ultimate Geek

Trusted
Subscriber

#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

929 posts

Ultimate Geek


  #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.

15858 posts

Uber Geek


  #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
2444 posts

Uber Geek

Moderator
Trusted
Lifetime subscriber

  #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!

6615 posts

Uber Geek
Inactive user


  #1091126 18-Jul-2014 00:18
Send private message

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

Mad Scientist
21820 posts

Uber Geek

Trusted
Lifetime subscriber

  #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)




Involuntary autocorrect in operation on mobile device. Apologies in advance.


856 posts

Ultimate Geek


  #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.

2162 posts

Uber Geek


  #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 and LinkedIn »



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:





News »

Huawei introduces the P40 Series of Android-based smartphones
Posted 31-Mar-2020 17:03


Samsung Galaxy Z Flip now available for pre-order in New Zealand
Posted 31-Mar-2020 16:39


New online learning platform for kids stuck at home during COVID-19 lockdown
Posted 26-Mar-2020 21:35


New 5G Nokia smartphone unveiled as portfolio expands
Posted 26-Mar-2020 17:11


D-Link ANZ launches wireless AC1200 4G LTE router
Posted 26-Mar-2020 16:32


Ring introduces two new video doorbells and new pre-roll technology
Posted 17-Mar-2020 16:59


OPPO uncovers flagship Find X2 Pro smartphone
Posted 17-Mar-2020 16:54


D-Link COVR-2202 mesh Wi-Fi system now protected by McAfee
Posted 17-Mar-2020 16:00


Spark Sport opens its platform up to all New Zealanders at no charge
Posted 17-Mar-2020 10:04


Spark launches 5G Starter Fund
Posted 8-Mar-2020 19:19


TRENDnet launches high-performance WiFi Mesh Router System
Posted 5-Mar-2020 08:48


Sony boosts full-frame lens line-up with introduction of FE 20mm F1.8 G large-aperture ultra-wide-angle prime Lens
Posted 5-Mar-2020 08:44


Vector and Spark teamed up on smart metering initiative
Posted 5-Mar-2020 08:42


Schneider Electric launches new PDL Pro Series designed specifically for the commercial building market
Posted 5-Mar-2020 08:39


Kiwi app Pedigree DentaStix Studios uses pet images to counter impact of negative social media Content
Posted 5-Mar-2020 08:32



Geekzone Live »

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


Support Geekzone »

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.