Tuesday, July 15, 2014

Comcast’s brilliant new way to retain subscribers: Refuse to let them cancel

Comcast didn’t earn its reputation as America’s Worst Company overnight — it took years and years of hard work. From offering customers ridiculously overpriced bundle packages, to having the highest fees among any of its competitors, to offering some of the absolute worst customer service of any company in the United States, Comcast has toiled away tirelessly to perfect its craft of angering its own customers, who have little choice but to stick with the cable giant due to the sorry state of America’s home broadband market.
However, just because it’s already one of the two most hated companies in Americadoesn’t mean Comcast is going to stop innovating new ways to enrage its subscribers.TechCrunch brings us word of an amazing customer service call between a Comcast rep and former Engadget editor-in-chief Ryan Block, whose wife had been trying in vain to get Comcast to cancel their home service before Block took over the phone and decided to start recording the call.
The results are about as amazing as you’d expect. When Block informs the representative that he wants to cancel his service, the representative refuses to do so and instead asks him why in the world would he even think of canceling Comcast, which in the rep’s mind has a sterling reputation for customer care. So instead of promptly agreeing to cancel Block’s service, the rep aggressively peppered him with questions such as:
  • “Why don’t you want the faster speed? Help me understand why you don’t want faster Internet.”
  • “We are the No. 1 provider of Internet and TV service in the entire country. Why is it that you’re not wanting to have the No. 1 rated Internet service, the No. 1 rated TV service available?”
  • “I’m just trying to figure out what it is about Comcast service that you don’t want to keep?”
  • Read more Read more http://www.orrazz.com/2014/07/comcasts-brilliant-new-way-to-retain.html

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