Comcast goes crazy on customer trying to disconnect service ? Leo Laporte

[G+_Dallam Oliver-Lee]

Comcast goes crazy on customer trying to disconnect service.? Leo Laporte

http://www.npr.org/blogs/alltechconsidered/2014/07/15/331681041/comcast-embarrassed-by-the-service-call-making-internet-rounds?utm_source=facebook.com&utm_medium=social&utm_campaign=npr&utm_term=nprnews&utm_content=20140715

[G+_David Pick]

NPR did a great job explaining what Ryan and Veronica were going through. It especially explained why Ryan wouldn't answer any of the Comcast rep's questions of why they were cancelling service.

[G+_Scott Perrino]

this was crazy to me. the Rep was obviously just doing his job but he must really love Comcast to try and go through all that instead of just putting in BS responses. I wonder how this will turn out cause its funny as can be lol

[G+_David Pick]

Scott Perrino Everyone's sense of humor is different. I didn't think the call was funny. I misunderstood at first that the recording was only half of a 20 minute conversation and Ryan didn't initiate the call but his wife Veronica started it and was going to give up.

 

Comcast has already acknowledged the call was embarrassing for them how the call was handled by the rep.

 

Ryan has acknowledged that firing that employee will not fix the culture at Comcast that they need to recognize encourages this behavior.

[G+_Scott Perrino]

i defiantly do not disagree with you it defiantly is crazy and yeah i noticed in the original article he had been on the phone for 10 mins all ready before he started talking to him. i know everyone has a different sense of humor for sure i just think its funny that companies really are so out of touch with everything that goes on its really really sad i mean i have worked for so many companies that tell me how to do things and it turns out not to be  really in the best interest of the customer. i bet this rep was doing his job and maybe he needs this job to support a family  and he didn't want to look bad. who knows the reason behind it but a lot of companies these days pretend to be all about customer service but all they do is make it harder for us to want to come back or purchases services from them. so this is bad publicity for Comcast because they should be embarrassed this would make me want to cancel my service to go someplace else.

[G+_Bill Whitman]

The problem here is that we don't hear the first part of the call. Without knowing what transpired prior to Block getting on the phone, to me makes this whole expose' worthless.

[G+_David Pick]

Bill Whitman I wouldn't call the recording worthless Bill. The first half of the call was made by Veronica. She is the one who recorded the 2nd half of the call with Ryan on speaker phone.

 

Comcast has the entire recording on their servers. It would be up to them to release to the public if they some how found Veronica was rude or in the wrong.

 

But all indicators point that call rep would not let either one cancel service no matter what. That in itself is illegal and Comcast could be fined by the FCC if taken to court.

 

Basically, I see Veronica and Ryan for being whistle blowers' and revealing severe miscommunication between Comcast Corporate and their call centers in how to retain customers.

[G+_David Pick]

I find it disappointing that this incident is getting such world attention in that this most certainly was not the first time a Comcast rep behaved this way to a customer cancelling service.

 

I've also never heard from Ryan or Veronica if they ever did any research of what to say to cancel service with Comcast when making that call.

 

Knowing the details from NPR without hearing the entire call, I still can't believe either one did not insist on speaking to a supervisor when dealing with that persistent Comcast rep who was being belligerent and would not let them cancel service.

[G+_Scott Perrino]

I agree the that they could have just asked for a supervisor but that rep seemed like he would have just said "why would you need that" then just beat around the bush for even longer. so maybe that would not have done much.

[G+_Bill Whitman]

David Pick I disagree. 5 minutes missing is a LONG time. And we're going by reputation that Veronica didn't cop an attitude first and foremost. I'm not saying she did, and I'm not saying the rep wasn't belligerent. But I have worked in customer service long enough to understand that there are always two sides to every story. And unless you have access to the entire call, it's not a complete picture.

[G+_Bill Whitman]

And I agree with the sentiment that if they or any customer is having a LEGITIMATE issue with anyone they're dealing with in a service environment, get a supervisor involved.

[G+_David Pick]

Bill Whitman You have a point Bill. But Ryan himself has asked Comcast to not fire that employee. Like I said earlier, Comcast has the entire recording on file. It would be up to them to release it to the public.

 

I don't know Veronica personally, but I would be surprised if the released first 12 minutes would reveal her swearing or even yelling at the call rep.

 

I do believe Ryan's story that Veronica was at the point of giving up when he took over.

[G+_Bill Whitman]

David Pick I hear you. But again, I choose not to jump to conclusions on this without all the details. I don't doubt she was nice and the rep was a prick, but the devil is in the details.