“Help Me Understand Why You Don’t Want Faster Internet!” Comcast Rep Tortures Customer For Demanding Service Cancellation

July 15, 2014  |  

“What is it about this other TV provider that’s so much better?” a Comcast rep demanded. All that Ryan Block wanted to do was cancel his Comcast service. That’s all! But the service rep was hell-bent on keeping Block and his wife from leaving Comcast. The painful 20-minute call was recorded and has since gone viral, Gawker reports.

Block, a former tech editor, posted a hellish eight-minute segment of the conversation for the world to hear. You’ll be even more maddened to know that there was a whole 10-minute block of conversation that was not recorded: It was clear that the rep (the Robin Thicke of customer service agents) wasn’t taking “go away” for an answer. Here’s an excerpt of the aggravating exchange:

“Being that we’re the No.1 provider of internet and TV service in the entire country, why is that you’re not wanting to have the No.1 rated internet service?” the Comcast rep asked.

“Can you please cancel our service?” Block pleaded.

“I’m just trying to figure out what it is about the Comcast service that you’re not liking. Why is it that you don’t want to keep the service?”

“This phone call is actually an amazingly representative example of why I don’t want to stay with Comcast, so can you please cancel our service?”

“But I’m trying to help you.”

“Okay, the way that you can help me is by disconnecting our service.”

“But how is that helping you, though? Explain to me how that’s helping you.”

“Because that’s what I want,” Block said.

If you’re wondering why Block wasn’t answering the rep’s questions, he tells Time that he and his wife already provided Robin Thicke — er, I mean, the Comcast rep — a “myriad of reasons” for why they were cancelling the service. According to Motherboard, Block was not “happy with Comcast’s policies and net neutrality issues.” However, the representative kept interrogating him.

“I simply stopped answering the rep’s repeated question — it was clear the only sufficient answer was ‘Okay, please don’t disconnect our service after all,'” Block says.

The rep’s reason behind all the irksome inquisitiveness was to better improve Comcast’s services in the long run. “If we don’t know why our customers are leaving, how are we supposed to make it a better experience for you next time?”

“That’s a fantastic question,” Block replied sarcastically. “That’s something you can hire a firm to go figure out. For right now, I’m just a customer calling in attempting to disconnect service.”

After nearly 20 minutes of being stonewalled, Block says his Comcast service was successfully disconnected.

Comcast released a statement about Block’s infuriating experience: “We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize,” the company wrote in a statement.

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