Have you ever had a long or bad experience on the phone with your cable company? I certainly have. However, I definitely haven’t been met with any type of the behavior that Ryan Block, vp product at AOL and former editor of the tech site Engadget, had to endure what he spoke to what sounds like the worst Comcast employee ever.
This all happened when Block called Comcast to disconnect the service at his home. After giving the employee a list of reasons of why he and his wife were unhappy with their service, the employee still continued to question them, saying things like “You don’t want something that works?” and “S you’re not interested in the fastest Internet in the country?” At one point, the employee even said that he was “ashamed to see [Block] go to something that can’t give you what [Comcast] can.”
“The representative [name redacted] continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone,” Block described in an online post about the incident. “Overhearing the conversation, I knew this would not be very fun. What I did not know is how oppressive this conversation would be. Within just a few minutes, the representative had gotten so condescending and unhelpful, I felt compelled to record the speakerphone conversation on my other phone.”
After the news broke about this and Block released his recording, Comcast quickly released a statement and said that the employee’s behavior was “unacceptable.”
“We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize,” Comcast said. “The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives.”
Comcast plans to dig deeper into exactly what happened during the phone call and will also reexamine the way their employees treat their customers.
“We are investigating this situation and will take quick action,” the company stated. “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.”
Here’s a tweet that Block sent out after the situation. It includes the link to the audio of the conversation between him and the employee, beginning at 10 minutes into the call with Comcast.
Photo by Joe Raedle/Getty Images