we need to be able to cancell online
customers should be able to cancel by loging into their online accounts without having to talk to anyone, and the FCC should mandate this.
|reply to IPPlanMan |
Re: And there it is...
Let me translate: "bull*** bull*** we're lying bull****"
They'll say whatever bull they need in public, but the plain truth is it's the metric driven "customer retention" policies that drive their reps to doing this shit. Too many cancellations and they could lose their job.
|reply to Mike |
Re: So this is what is going to happen
"Please be assured that this completely tone deaf and obnoxious support representative IN NO WAY represents our abysmally-rated customer support experience, rated as the very worst across all industries in numerous studies."
|reply to novaflare |
Re: Will be interesting...
Bull****. They won't give him $50, much less $50,000. "Keep your mouth shut, or you're fired", is more likely. Along with a "and we'll sue" for good measure. Everywhere I've been has NDA's to cover what you do in the process of doing your job. (unless you're friends with a CSR, you'll rarely hear their war stories, and they will almost never name names.)
novaflareThe Dragon Was HerePremium
|reply to TAZ |
More probable comcast "fires him" In other words far as the media is concerned the employee was fired. But what comcast actually does is toss him oh i dont know 50 grand and says hey if any one ever asks we fired you because this is what we will tell the media. As for any and all records you were fired how ever here's 50 grand and a nda to sign. Comcast gets to have the media make them smell like roses.
While I have no animosity towards Mr. Block, I can't be the only one who sees the irony in a product manager for America Online getting into it with a Comcast service representative over attempting to cancel their service, and an ensuing media brouhaha occuring.
|reply to EdmundGerber |
Re: Will be interesting...
Yep. The truth is Comcast implicitly encourages this kind of behavior. They probably don't have "don't let the customer cancel" as a written policy but I have no doubt the environment they foster is a high-pressure one with strict metric requirements, which leads to this kind of behavior.
The CSR will be fired and made a scapegoat, and Comcast will talk about how this isn't their policy, it's just one bad employee, "not the kind of experience they want," blah blah blah. Hopefully the CSR will fight back as well so his side can come out. (He's a dick but I suspect it's more "I want to keep my low-paying job because WTF else am I going to do" than "I'm genuinely a dick.")
Floral Park, NY
|reply to chamberc |
This is hilarious! "Are you punking us right now?"
This was just as bad as trying to cancel AOL
Wow, this reminds me of the experience I had trying to cancel AOL dialup service. Literally it took me weeks to have the charges stop.
And you know the exec at AOL who ran those call centers? Neil Smit, the current president of Comcast cable and responsible for all of Comcast's call centers! Do I detect a pattern here?
Stop laughing you Time Warner customers - soon you'll get to experience this joy as well!
So this is what is going to happen
Comcast issues some PR statement that this isn't encouraged and the rep is fired, insert more stats how they're great etc etc.