Thursday, July 17, 2014

Breaking up is hard to do...

...but it's not as hard as cancelling your cable service.

Here is the story.

Here is the recording.

It's disturbing that the corporate mouthpiece for Comcast just blatantly lied when confronted.  Clearly the employees are trained to harrass and browbeat customers who try to cancel.

I tried for nearly a month to get a customer service rep at Time-Warner here in NC to talk to me about ways to change the service into a bundle, three years ago.  Never could even get anyone to talk to me.

But when I called to cancel, after I gave up and switched to ATT, I was immediately connected to an extremely aggressive and abusive guy who demanded to know what was wrong, and how they could fix it.  At least he did back off when I told him I was a consultant, and would be happy to discuss the many ways that Time-Warner sucked.  All that was required was a signed contract, $175/hour, 4 hour minimum, payable in advance.

In the meantime, though, cancel my service.  That didn't work for the guy above, though.  Amazing.

I should have said that I would be willing to talk to him sometime between 8 am and 2 pm, and I couldn't be more specific than that....

6 comments:

Marie said...

Thank you for putting that out there, sometimes when I'm talking to a billing department, big customer "service" departments or a telecommunications company I wonder if I'm losing my mind, it seems so over the top impossible that they an behave this way in an ostensibly free market capitalist economy. Appreciate the confirmation that, yes, this sort of thing happens.

Anonymous said...

Not long ago, I was browsing my account info on Comcast's web site, when I noticed a link to "special offers for you." One of those special offers was the same services I have now for a lot less money, so I tried to get it. To make a long story short, Comcast's Internet customer service people said I had to talk to someone on the phone and the people on the phone wouldn't give me the deal I saw on the Internet. I'd heard on the Clark Howard radio show that Comcast is sensitive to social media, so I posted a transcript of one of my non-productive chat sessions with customer service to Comcast's Facebook page. Within a day, someone from Comcast replied with instructions to send the same stuff to an email address. I did, and within minutes somebody from Comcast called and asked me if I still wanted that special offer that I originally asked for. I said yes, since Comcast is literally the only game in town for decent Internet service where I live. (Which is the reason they can get away with such awful customer service.) http://www.facebook.com/xfinity/posts/10152824149504056

Anonymous said...

Worst customer experiences of my life are TWC, Comcast, and UPS.

Interacting with any of the three is like entering a bizarro world in which they're not a vendor that provides a service at a price, but thieves who don't provide the service, take your money or even more with "fees", and then are indignant when you complain.

Norman said...

Monopoly power at work.

Anonymous said...

Can we get more competition? Probably not. Then what? Easier class action suits? More regulation, including a streamlined fine system?

Yancey Ward said...

I tried for two months to disconnect from Charter last year. Gave up and stopped paying. Worked like a charm.