SAN FRANCISCO, Calif. -- We all hate calling customer service lines, right? But this one hits a new low. A man in San Francisco just wanted to cancel his Comcast internet and cable, but it wasn't so easy.
Ryan Block and his wife Veronica spent nearly nearly 20 minutes on the phone with the Comcast representative. The rep wanted a reason for cancelling, and wouldn't cancel Ryan's service until he gave an answer!
"Help me understand why you don't want faster internet," asked the Comcast guy. "
"Help me understand why you can't just disconnect us," Ryan responded.
"Because my job is to have a conversation with you about keeping your service."
So Ryan recorded the second half of the frustrating call, which ended with the service FINALLY being cancelled... and he posted it online.
"This recording picks up roughly 10 minutes into the call," wrote Ryan on SoundCloud. "She and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.")."
So this call definitely wasn't going to go unheard.
Okay, here’s the tail end of our Comcast disconnection call last week. Tell me I’m not crazy? https://t.co/ohVt2YWZis (Background at link.)— Ryan Block (@ryan) July 14, 2014
The call has been listened to over 3 million times!
Comcast posted a statement on Tuesday saying they are "very embarrassed for the way [their] employee spoke with Mr. Block and Ms. Belmont and are contacting them personally to apologize."
They also tweeted this statement to "Mr. Block."
But that hasn't gotten nearly as many re-tweets as Ryan and Veronica's tweets of the call. Sorry, Comcast.