Comcast Rep Unloads “Customer Retention” Napalm on Innocent Couple

“Tell me why you wouldn’t want faster Internet!”

UPDATE, 7/15, 8 p.m.: The rep has been placed on administrative leave while the company investigates the incident.

ORIGINAL: If you’ve been thinking about changing or canceling your Comcast service, now may be the time — because the company is going to have to be extra nice to everyone to quell a sure-to-mushroom PR disaster resulting from the release of audio of one of its “customer retention” specialists scorching a San Francisco couple for attempting to disconnect their Internet account.




This litany of abuse might never have surfaced if the couple in question hadn't been the former editor of an AOL-owned tech blog and his tech-TV-show-hosting wife. It's hard enough to believe this goes on for eight and a half minutes, let alone the 18 and a half it actually did — the couple didn't start recording until 10 minutes into the call.

H/T: Boing Boing

Be respectful of our online community and contribute to an engaging conversation. We reserve the right to ban impersonators and remove comments that contain personal attacks, threats, or profanity, or are flat-out offensive. By posting here, you are permitting Philadelphia magazine and Metro Corp. to edit and republish your comment in all media.

  • Dragon

    UNBELIEVABLE! Glad we switched to Fios five years ago.

    • Steve

      Be happy you can. Those of us in Baltimore are stuck with Comcast or Verizon’s DSL. That’s what happens when Comcast buys out your city government.

  • Matt Wufsus

    This really strikes a chord.

  • Ian Case

    When I cancelled my Comcast service, I called, said I wanted to cancel and they said OK. Done and done.

    • John Doe

      Nice try, Comcast

  • Acc

    The reality is that Comcast is simply better at everything than Fios or any other ISP. And it’s CS is just as good. They are the biggest, making them a convenient target for all the dullards out there who can’t figure out how to screw in a coaxial cable without consulting an “expert.” I have been with Comcast since BEFORE it was Comcast, and can count the times on two hands that I have had to seek assistance from them for tv, Internet, or phone service. People need to take some personal responsibility (God forbid) and figure out their own solutions. In most cases, they caused the problems themselves. And if they could read at about a fifth grade level (IF being the operative term here), they could can fix things themselves. People are such dummies, whiners and fools. I would be embarrassed to complain about the things you see here. No one with any brains wants to hear such silly little tales of woe. Grow up.

    • Chris

      Damn. Are white knighting or astroturfing? You’re clearly a jackass braying the Comcast corporate line… is it because you’re deluded, or for a paycheck?

    • little stevie

      You’re missing the mark here (have some troll food). A large portion of Comcast’s customer complaints have nothing to do with the service once it’s connected. Its communication about service appointments, odd billing practices, and customer support reps figuring out that lying is easier to just get you to agree and get off the phone. From what I hear there are problems internally in the organization as well — the employees aren’t treated that great and they just don’t care. I’m sure that’s not universally true, and its possibly bullshit, but it wouldn’t surprise me.

  • atthewall

    “This phone call is a really amazingly, representative example of why I don’t want to stay with Comcast.” :-)

    • engjin

      I cancelled my service a while back because of their horrible customer service. Anytime you need to put bullet proof glass between your customer service people and your customers your doing it wrong, this call is just another example of the Comcast culture…

  • Guest

    One of what I’m sure will be many musical interpretations…http://www.youtube.com/watch?v=6sP_-IkBNv0&feature=youtu.be

  • Guest

    Here is one of what I’m sure will be many musical interpretations… http://www.youtube.com/watch?v=6sP_-IkBNv0&feature=youtu.be

  • Cable employee

    It would be unfair to say this is an issue with all cable companies. Many cable companies go out of their way to provide excellent service to their customers. Hopefully, this can be isolated to Comcast, and will not have any impact on others.