One little question, Number 6, if you could answer this for me… why did you resign [Comcast]?
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I doubt it, too. I was describing what trick I might use to scare people out of making a false claim of being dead. Being badly paid and poorly trained means that using any trick they can get away with to satisfy the bottom line may well be likely.
Wrong! Cheshire, CT is served by Cox Communications.
And I’m pretty sure “I’m deploying to Djibouti” would also put you beyond Comcast/TWC.
Have fun with your credit rating. This phone call sucks, but you should be making it. I’d tell them that I do not like the service, but would be willing to keep the service if they paid me $1000 every month to keep the service. The internet and cable tv are lowering the productivity of my family and I want them disconnected immediately. Repeat over and over if necessary. You do not owe them the truth.
I am not an account number! I am a free man!
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Your rates will go up every 30-90 days until you are paying the max rate.
However yes, they will reduce your rte if you call, especially if you bluff cancelling or moving to another provider. But even that isn’t necessary. Just ask for whatever the current promo rate is and you are likely to get it.
If you have done this in the last 6 months, they won’t keep doing it, but you can absolutely do it every year forever. You may need to call back if you get a rep who isn’t as forthcoming, but keep at it.
They sell something that costs them virtually nothing to supply, so price is extremely negotiable.
Google Fiber is going in literally across the main road in front of my apt complex.
Soon…
Soon…
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Keep telling yourself that #1342011B
AOL is absolutely notorious for doing this, they were the original #1 offender. They may have even been the ones that invented this extremely aggressive retention tactic. The only reason not as many people know this is that AOL is irrelevant today compared to back when everyone used them.
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Comcast statement “We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. 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.”
IOW
“Our CEO will call soon to find out why you’d like to cancel”
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But on the other side of the coin, this shows just how inappropriate the customer service was. The fact that people are training to bully the customer simply because the customer didn’t get angry is just so many kinds of wrong. It makes a great case for why monopolies and the potential end of net neutrality will result in lots of bad behavior like this.
Comcast’s statement is absurd. The real problem is that their “customer service” reps work on commission-based compensation. So if you have a real grievance, they try to sell you something as a “solution.” A clear conflict of interest, although that erroneously assumes Comcast is interested in addressing customer complaints/requests.
Not the case with Verizon Fios- they bumped my bill by $8/month. When I called to ask for a special, the cheapest option in DC was to pay $10 more than the original+$8 that I’m already paying, and I’d have only a third of my upload/download speeds. Not 1/3 more, but a third of my current speeds for an additional $10/month on top of their raised rate. I was debating switching to Comcast for a 1-year special, but this piece made me reconsider that.
Every time I hear that there is a scene playing in my head, bringing a second grade teacher as an expert witness in court to explain the differences among can, may, and might.
One strategy that often sidesteps this script but doesn’t even acknowledge the fundamental problem is saying, “I’m moving in with someone who has Comcast.” In that instance it was true, but they stopped asking questions at that point.
Maybe next time I’ll go meta. “Can I ask you why you want to cancel?” “Yes, you can ask.” Silence. “Are you still there?” “Yes I am.” Silence.
@quorihunter Nowadays my usual tactic is to start friendly - give one chance. Then give a calm, rational rebuttal if they respond with nonsense. Then ask for a manager if needed. Then, if still unsuccessful, go more-than-a-little-crazy all at once without warning.
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In some cases if you even vaguely threaten legal action a company’s customer service department will immediately refuse to talk to you and only let you talk to legal.
After they’ve told him they’re canceling, I don’t understand why they stay on the line. They even had a recording of the call as proof in case Comcast disputes it. But either way, they’ve notified Comcast and can stop paying. Why stay on the line and take the abuse?
I once had a Cincinnati Bell cell phone delivery from UPS stolen off my porch.
Trying to get it turned off (the thieves had activated it before I even knew it was missing) had turned into a ridiculous labyrinth of walking all over downtown from one Bell store to another as they kept referring me laterally to another hopeless diversion.
Finally, navigating the lunch-crowd sidewalk I bumped into a rough stone wall and scrapped my right hand up. When I walked in and set my hand on the counter, my knuckles were bright with blood and strings of ragged flesh - it looked like I had spent the last hour punching the crap out of someone, or some thing.
For some reason, after looking at my raw, bloody knuckles for a moment, the whole team at that location went into overdrive clearing up the problems. It was some of the best customer service I’ve ever received.
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JADP - reading this reminded me I needed to do the same thing; I called, was transferred to retention, and was able to cancel my account in under 60 seconds. I didn’t do anything special, although when he asked “May I ask why you want to cancel?” I just said “No”, instead of getting into an unneccessary conversation.
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There’s a huge array of responses between “too nice” and “abusive”.
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Fuck those pussy engagements. 'Nam was some serious shit. The man in the black pajamas, a worthy adversary.
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