Comcast apologizing for belligerent customer service call gone viral

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Comcast apologizing for belligerent customer service call gone viral

By Phyllis Stark. CREATED Jul 16, 2014

After spending 18 minutes on the phone with a belligerent Comcast employee while simply trying to cancel his service by phone, Ryan Block did what any reasonable person would do: he turned to social media to air his grievance.

Block, an AOL product manager living in San Francisco, and his wife Veronica posted audio on Monday of the last eight minutes of their Comcast call on Twitter, and the Internet predictably exploded.
Listen to Block’s incredible exchange from last week with an unnamed Comcast customer service rep here.
The Comcast rep repeatedly badgered Block for an answer about why he was leaving Comcast, despite Block informing him multiple times, in multiple ways, that the answer was none of the rep’s business.
"Being that we are the number one-provider of Internet and TV service in the entire country, why is it that you aren't wanting to have the number-one Internet service, number-one TV service available?" the representative asked in a fairly typical sample of how the whole conversation basically went. "I'm just trying to figure out what it is about Comcast service that you aren't liking, that you aren't wanting to keep,” the rep added. “What is it about that service?"
As Mashable reports, “The call only ends after Block said he would stop talking, and just wait for the cancellation process to go through. The rep finally relented, saying, ‘I’m really sorry to see you go to someone who can't give you what we can, but I'd like to thank you very much for being a great part of Comcast. Have a wonderful day.’”
Block later told a Twitter follower that his whole body was shaking after the incident, even though he remained remarkably calm on the phone.
A Comcast representative told Mashable, "We're investigating this situation and certainly want to apologize to the customer. This isn't how our customer service representatives are trained to operate."
On Tuesday, Comcast sent Mashable the following statement: "We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect."
Phyllis Stark

Phyllis Stark

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Phyllis Stark is the Digital Executive Producer - National Content for Scripps Media.