Customer disservice: Comcast makes canceling service an ordeal - CBS46 News

Customer disservice: Comcast makes canceling service an ordeal

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A Comcast customer service representative was aggressive in demanding the reason for a customer wanting to cancel their account. (Source: KPIX/CNN) A Comcast customer service representative was aggressive in demanding the reason for a customer wanting to cancel their account. (Source: KPIX/CNN)

SAN FRANCISCO (KPIX/CNN) - All Ryan Block wanted was to cancel his Comcast internet and cable subscription.

"We'd like to disconnect please," Block said on the phone to Comcast.

"OK. So why is it you don't want the faster speed?" the Comcast customer service representative asked.

But the Comcast guy wasn't going to have it.

"I'm just trying to figure out here what it is about Comcast service that you're not liking? You're not wanting to keep," the representative said.

Block, who did not want to go on camera, said he switched providers, but he never expected it would be so tough.

"So, what is it about this other internet provider, TV provider that's making it sound so much better than the number one TV service available?" the Comcast customer service representative asked Block.

"I don't know. It's totally arbitrary decision," Block responded.

"OK, so why not keep what you know works?" the representative then asked.

Block, a technology journalist, recorded and posted the call on SoundCloud with more than 2 million hits so far, and people can't believe what they hear.

"I don't see the need to get into it. If I want to cancel my service, I want to cancel my service. There's no need to debate anything," John Alsbury said, who is also a Comcast customer.

The Comcast representative was persistent.

"Why don't you want those services?" the rep asked.

"Because I'm not interested in your services any longer," Block answered.

"OK. So you're not interested in the fastest internet in the country?" the Comcast rep asked.

"Nope," Block answered.

In a statement Comcast wrote: "we are very embarrassed... The way in which our representative communicated with him is unacceptable."

After that 20 minute call, the Block's finally heard what they wanted to hear. However, the Blocks still didn't trust their service was canceled. They decided to come to an office in person, just to make sure.

Block expected a personal call from Comcast executives - presumably an apology - hopefully it was a quick call.

Copyright 2014 KPIX, Ryan Block, SoundCloud via CNN. All rights reserved.

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