Customer Service

Comcast Confessions: A Response to “The Recorded Call”

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