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July 16, 2014 | 1 Comment » | Topics: FAIL, WTF

This weekend, tech journalist Ryan Block attempted to cancel his Comcast subscription over the phone. Instead of a quick hello and goodbye, the conversation turned into a harrowing, 18-minute customer service odyssey, with the company rep refusing again and again to disconnect Block’s service without an explanation. The guy sounds like a soon-to-be ex desperately trying to fend off a breakup. This is extremely painful to listen to and might induce a PTSD fit of rage, you have been warned!

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  • loyalty dept

    Retention reps are commissioned. Therefore, he does not want to cancel and hurt his paycheck. I worked retention for a different cable company and hated taking disconnects when it was something out of my control. There is a certain “call flow” a retention rep must go through before disconnecting. Half the time it can help save a disconnect with other solutions. However, this rep is a jackass and should have just disconnected it after the 3rd or 4th time asking.