Comcast Confessions: A Response to “The Recorded Call”

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After shit hit the fan when Ryan Block’s recorded Comcast customer service call went viral, The Verge responded with a series of interviews, here’s an excerpt:

[The rep who spoke to Block] was placed on leave, pending investigation. His desk is still set up, which means he still works for us. Yes, he is a good salesperson. I mean if you don’t have stellar numbers, you get fired. One of the issues with [the recorded call] is he actually did his job, just went WAY overboard with it. According to our retention handbook, he did not violate any of the things that can end your employment.

-Retention supervisor, 2012-present, Colorado

For more shocking stories from the Comcast Customer Service trenches, read the full article over at the Verge

One thought on “Comcast Confessions: A Response to “The Recorded Call”

  1. This was from earlier this week: I’ve been so patient with Comcast, so patient. I’ve been promised things that have not been delivered, my phone isn’t ringing, I can’t call in for messages, we had to upgrade to get decent internet–to the tune of way too much money and without true “Business Delux ” customer treatment. It gets worse…The new number forwards messages to some place I cannot retrieve them. I’ve been on the phone for more than two hours. I finally cried when relaying how I missed the calls about Woody’s dad’s death and then the agent called in a supervisor on his own volition. He was not very helpful and I am still going through the various departments to try to untangle this snarly web with nothing getting resolved. Each person tells me something different and it is a complete farce! Apparently, a ticket was open for “Tier 2 team” to contact me and they never did.

    UpdatedI waited 2 full days and no one called to follow-up from the care team or this tier 2 team. in fact, the so-called “care” team is not even allowed to make outgoing calls to customers. I am trying again right now—It’s been more than an hour again and 6 different departments. The first person said he would go ahead and make the order for remote call forwarding, but he saw no record of the comp that was promised me for the $5 monthly fee to do so. Thus, the transfers began. I am not so patient now to find out, after 6 transfers and one cut-off, that Ike didn’t actually do what he said and there is no order for the call forwarding. I’ve been telling the past few reps that this was the make it or break it conversation–that the problem needs to be resolved, that i need all the info documented, and that if it does not happen this time, that we are leaving CC after more than a dozen years as loyal customers. I will never be loyal to such a monstrosity!

    This is a living nightmare, a farce in poor taste, and is absolutely incredulous. I’ve never, ever been through such tumult and contradicting messages and incompetence in all my life! What has become of CC is sad and it needs to be stopped by higher authorities. I will be reporting them on as many sites and to the BBB as well.

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