Comcast Call From Hell
Bill Quick

Call to cancel Comcast service descends into desperate, hysterical fireworks | Ars Technica

That’s some call.

Comcast is my internet provider, and has always given me good customer service. Of course it’s only been a year now, and I’ve not yet tried to leave their Big Tent, so that opinion is, obviously, subject to change.

Posted in Technology permalink
Bill Quick

About Bill Quick

I am a small-l libertarian. My primary concern is to increase individual liberty as much as possible in the face of statist efforts to restrict it from both the right and the left. If I had to sum up my beliefs as concisely as possible, I would say, "Stay out of my wallet and my bedroom," "your liberty stops at my nose," and "don't tread on me." I will believe that things are taking a turn for the better in America when married gays are able to, and do, maintain large arsenals of automatic weapons, and tax collectors are, and do, not.

Comments

Comcast Call From Hell — 1 Comment

  1. As usual, some of the Comments over at the linked item (the first one, preferably) are…moderately amusing, sometimes informative, often enough missing the point.

    As one commenter made reference to, since the guy who recorded (and posted, at the second link) a big piece of the back-and-forth with the Comcast CSR is himself an AOL employee, I’m real sure that he knew exactly what he was doing, and that he “baited” the Comcast guy (knowing what would likely happen) in order to dump on a rival company.

    What a lot of people don’t seem to get on this kind of thing – probably because they don’t think it through, maybe just because they really don’t understand what salespeople actually learn and do (if they’re any good at sales, especially direct sales by phone) – is really pretty simple.

    There are two “basics” that any salesperson must learn, and must consistently practice, if they’re going to be effective at all.

    The first is, in general, called “overcoming objections”.

    The second – although probably the more important of the two – is “know your product (or service)”

    This is what salespeople do – what they must do – and, no matter what they might call ‘em, just about everybody you talk to on a phone call to a TeeVee/Internet/telephone “service provider” is, one way or another, a salesperson. The “retention specialists” are no exception – and their primary mode is, automatically, “overcoming objections.”

    They also “know the product” – they know what they can offer you, once they’ve jockeyed you around to where they can see an opening to keep you as a customer. Give ‘em honest objections (“Your service has been shit for the last (insert term here)”, etc.), and they’ll roll out the “deals”.

    Yes, you can run ‘em around the block and up a tree – like this AOL guy did to the Comcast CSR, thus pissing away roughly 18 minutes of lifespan neither one will ever get back – and you can still “win”…but, what do you get, in the end?

    Life has more than enough incidental aggravations already – do you really want to create (or be complicit in creating) more?

    Solution (for me – YMMV, of course) is simple: If you need to terminate a “service” like this, think a bit, come up with a simple, brief answer to the rep’s inevitable “Why do you want to do this?” question (it can, after all, be a simple lie – as in, “I’m leaving the city/county/state/country, and don’t need/want service anymore” – and stick to it. You may still get a lot of pushback – if so, don’t stall around, demand a supervisor promptly. The time – and aggravation – you save will be your own.

    Either that, or don’t use the phone at all – go to the nearest office of the service provider, and turn in their gear, or mail them a “terminate my service immediately” notice, asking for a place to ship their stuff to, giving a deadline after which you will not be responsible for their gear (use Certified Mail for this deal).

    Don’t waste your time and energy – the service rep’s job is to “overcome objections”. That’s not your job – yours is to get on with your life.

    But then, I’m “preaching to the choir”, here – you already know this stuff, right?

    That’s why I say Mr. AOL deliberately jacked-up Mr. Comcast, here – ’cause he already knows this stuff, too, even better than you and I do.

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