Please note: this conversation starts about 10 minutes in -- by this point my wife and I are both completely flustered by the oppressiveness of the rep.

So! Last week my wife called to disconnect our service with Comcast after we switched to another provider (Astound). We were transferred to cancellations (aka "customer retention").

The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone. Overhearing the conversation, I knew this would not be very fun.

What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.

This recording picks up roughly 10 minutes into the call, whereby 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.").

Please forgive the echoing and ratcheting sound, I was screwing together some speaker wires in an empty living room!

Updates:
7/15 - Comcast has issued an apology: http://corporate.comcast.com/comcast-voices/comcast-statement-regarding-customer-service-call
7/16 - I have continued to reiterate publicly that I do not want Comcast to terminate the rep, and that I believe the call itself belies a deeper, systemic dysfunction:
https://twitter.com/ryan/status/489576392250519552
https://twitter.com/ryan/status/489576399636676609
https://twitter.com/ryan/status/489576406301413376

Comcastic service disconnection (recording starts 10 mins into call)

John Lee Dumas is the podcast-preneur behind the wildly successful podcast Entrepreneur On Fire, which features a daily interview with an entrepreneur. By providing consistent and quality content, John has grown his podcast in only eight months to where it now generates 200,000 unique downloads a month from 145 countries. He's interviewed such celebrity entrepreneurs as Seth Godin, Tim Ferriss and Guy Kawasaki, as well as dozens of other entrepreneurs who discuss their entrepreneurial journeys and how they've obtained success. John is a resident of Portland, Maine, but is moving to San Diego this week. Maine's business community will miss him.

Interview with Entrepreneur On Fire's John Lee Dumas

whit.richardson

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