Worst customer service ever - Comcast in the US

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NonprayingMantis

6434 posts

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#1091392 18-Jul-2014 13:30

This is one of my favourite calls of this type. (it's long, but very funny)

https://www.youtube.com/watch?v=MShv_74FNWU

In this case, the reps aren't mean or nasty, just really really dumb.

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meesham

973 posts

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#1091400 18-Jul-2014 13:38

NonprayingMantis: This is one of my favourite calls of this type. (it's long, but very funny)

https://www.youtube.com/watch?v=MShv_74FNWU

In this case, the reps aren't mean or nasty, just really really dumb.

I got about 4 minutes in and had to turn it off.

SaltyNZ

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#1091404 18-Jul-2014 13:41

nigelj:
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.

Yep, that's the one. *Ugh*

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jarledb

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#1092193 19-Jul-2014 22:12

At least he ended up not having to pay them. But not sure it was worth the time and effort...

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Yabanize

2348 posts

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#1092217 19-Jul-2014 23:35

andrewNZ:
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.

Good if you're sitting in a car with keyless start,

Press the start button ;)

Yabanize

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#1092218 19-Jul-2014 23:35

While I agree he was persistant... I do think the guy should've told them why he wanted to leave

jarledb

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#1092220 19-Jul-2014 23:39

Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

Yabanize

2348 posts

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#1092224 19-Jul-2014 23:47

jarledb:
Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

It sounds like they would do just about everything to keep the customer, are NZ ISP's like that?

mattwnz

19389 posts

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#1092227 19-Jul-2014 23:51

Yabanize:
jarledb:
Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

It sounds like they would do just about everything to keep the customer, are NZ ISP's like that?

Maybe not NZ ISPs, but I am sure that some companies have similar people that call, that really hard sell stuff. Possibly door knockers. I had trouble getting rid of some LED light hawkers from my doorstep, who wanted me to book an appointment for some lighting assessment for the following week. They were really pushy and said it was free. They said they couldn't understand why I didn't want something for free...

NonprayingMantis

6434 posts

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#1092256 20-Jul-2014 01:08

Yabanize:
jarledb:
Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

It sounds like they would do just about everything to keep the customer, are NZ ISP's like that?

some have 'retention teams' who's job is to do the same thing, but I have never heard of one in NZ being as bad as this.

matisyahu

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#1092270 20-Jul-2014 03:19

NonprayingMantis:
Yabanize:
jarledb:
Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

It sounds like they would do just about everything to keep the customer, are NZ ISP's like that?

some have 'retention teams' who's job is to do the same thing, but I have never heard of one in NZ being as bad as this.

When I was 'breaking up' with with an unnamed ISP I was given the third degree by a 'retention staff member' regarding what they could do to keep me as a customer - now, I don't blame the staff member because I can almost guarantee that the hard word is put on them by their supervisor and that supervisor had the hard word put on them and so on till the top of the chain of command. What frustrates me more is the fact that the company only actually starts caring once you threaten to leave (or at least fake some sort of caring) - and honestly, if as an organisation you haven't fixed the problem that I've been experiencing as a customer during the time I paid then what gives me the assurance you'll magically fix the problem the day one threatens to cancel ones subscription?

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nigelj

856 posts

Ultimate Geek

#1092443 20-Jul-2014 12:34

jarledb:
Yabanize: While I agree he was persistant... I do think the guy should've told them why he wanted to leave

Apparently he did, in the 10 minutes we are not hearing. But it did not register (does not seem strange, given the rest of the conversation)

Apparently the first half of the call was handled by his wife and wasn't recorded and all, then part of it was him and was while he was sorting out trying to record the call part way through. I.e. the reason we can't hear the rest of the call is that it was never recorded.

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