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Comcast Leaves Customer On Hold For 3 Hours Until Closing Time
by Karl Bode 09:22AM Thursday Aug 14 2014
Ever since Ryan Block recorded a Comcast support representative refusing to let him cancel service, we've seen a swarm of recorded videos showing precisely why Comcast has the worst customer support rankings across any industry. Earlier this week Comcast was recorded defending $182 in phantom charges until a customer provided a recording of them promising the user wouldn't be charged. None of this stuff is unique or out of context: these are things customers have complained about for a decade or more.

The latest video going viral is a customer who was left on hold with Comcast's customer retention department for three hours in an attempt to cancel service. He had tried to have his service repaired unsuccessfully for a month, and simply wanted to leave the company. Guess what? He couldn't:



Comcast has again been forced to issue a statement insisting that this isn't how the company does business, even though it's pretty clear by now this is precisely how Comcast does business:
quote:
We’re investigating this situation and certainly want to apologize to the customer. This isn’t how our customer service representatives are trained to operate."
Surely merging with Time Warner Cable and having to integrate all of that company's employees and support systems will make everything better?


123 comments .. click to read

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cableties
Premium
join:2005-01-27

2 recommendations

reply to bop75

Re: time for a change

Actually, with VOIP, yes, they are both serious. Someone could be incapacitated and no cell working. The Cable-provided VOIP service, if out, means no phone to call for help.
--
Splat

AVonGauss
Premium
join:2007-11-01
Boynton Beach, FL

2 recommendations

reply to nothing00
said by nothing00:

MVA: Pull up for emissions, 15 minutes later on my way. DMV in another state (family report) is actually very friendly and efficient now.

While I agree with the IRS being easy to deal with, DMV I think falls under YMMV - even by office.

ISurfTooMuch

join:2007-04-23
Tuscaloosa, AL

4 recommendations

reply to davidc502

Re: What a moron....

Whatever the motive of the caller, Comcast still failed.

And I tried to have my service fixed for two months before I canceled. All they had to do was come out and install a new drop from the pole, but work order after work order mysteriously disappeared. The last straw came when I talked to the lady we'd bought the house from, who said that she and her mother had tried to have that drop replaced for two YEARS without success.

My wife also had a bad experience with them before we got married. She called to order service and was told about a special promo they were running, which she ordered. When the first bill came, the pricing was much higher, so she called in to the local office to ask about it. The lady she talked to said no such promo ever existed ad asked her who she'd talked to. As it happened, she'd written down the name, but when she told her who it was, the lady basically said, "That's me, and I never offered you anything like that." She immediately drove down to their office, returned the equipment, and canceled.


Jason Levine
Premium
join:2001-07-13
USA

2 recommendations

reply to battleop
True that no normal user is going to wait on hold for three hours, but I think that the point is that the Comcast service retention staffers are counting on this. Either 1) the user hangs up and some other retention staffer possibly gets dinged for allowing a user to cancel or 2) the user doesn't hang up and the staffer leaves for the day. Either way, the staffer doesn't need to be berated for letting a customer go. It's someone else's problem, not his.

Comcast's customer service system is broken when their staffers are willing to take extreme measures to NOT provide customer service when said service is cancellation. A single offer of a deal is fine. Putting the customer on hold hoping they'll hang up is not.
--
-Jason Levine


nothing00

join:2001-06-10
Centereach, NY

2 recommendations

reply to bop75

Re: time for a change

That's what you got out of what I wrote as my response? They're a regulated utility - according to ptbarnett incapable of doing anything correctly and have no motivation to. Yet, they do. It's a miracle.

Since a gas leak is obviously different than a cable outage. Please, let us all know how long waiting on hold, how many phone calls until you get someone to come out, how many visits, how many lost days of work and how long between visits are acceptable metrics for a cable problem.

And when you don't like their service you can just change to a provider that offers better service right?


nothing00

join:2001-06-10
Centereach, NY

7 recommendations

reply to ptbarnett
Having dealt with both the IRS and my local MVA within the last year this is complete BS.

IRS picked up a call fairly quickly (within 5 minutes) and I got to speak with someone right then. And this was during tax season. I didn't have to go through 10 minutes of voice prompt menus only to be-placed on queue for 45 minutes to 1 1/2 hrs (hi Verizon!).

MVA: Pull up for emissions, 15 minutes later on my way. DMV in another state (family report) is actually very friendly and efficient now.

Gas company: A few years back, reported a leak and within 30 minutes people were at the location I reported it. Not 30 minutes of telephone hold time. 30 minutes between when I called and actual people, with equipment, the RIGHT equipment pulled up and dealt with the problem.

Try getting service that efficient out of any of these large names. Won't happen unless your name starts with Warren and ends with an "all you can eat" restaurant.


Karl Bode
News Guy
join:2000-03-02
kudos:39

2 recommendations

reply to davidc502

Re: Videos are getting old

quote:
but are people just piling on?
Which is somehow worse than a company being apathetic to a decade of these kinds of problems? If they're genuine complaints, what's wrong with piling on?


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

6 recommendations

equipment returns

»www.buzzfeed.com/dannfuria/defin···ast-wji6

Bill Maher recently said it best: "They’re not in the service industry. They’re in the small print industry, and this is the new business model in America — annoying you out of your money."


ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

2 recommendations

reply to davidc502

Re: Videos are getting old

To me it is the opposite. You would previously hear about them but there was no real substance to them as it was a poster's story. This brings them to life with some sort of evidence.


battleop

join:2005-09-28
00000

2 recommendations

What a moron....

I'm not trying to defend or condone what Comcast did here but what moron sits there for THREE Plus hours on hold? Oh wait, I know. One that's looking for his 15 minutes.

So hang up after 20 minutes and call back in the morning and not late in the day when they are busy.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.