If Comcast weren’t in a position where it is the default internet and cable provider for many customers it would seem like the company is trying to ruin itself. Customer service departments at companies like Comcast are notoriously bad, but Comcast has been taking things to a new level recently. Once again, a customer attempted to cancel his service and was subsequently transferred to the “retention department” where he remained for three hours. Best of all, the customer in question is Aaron Spain who just happened to be smart enough to record himself on the phone to show he had been on hold for hours.
After waiting for three hours trying to get to the cancellation department, Spain decided to call the customer service department again from a different phone. After dialing, Spain was informed by an automated message that Comcast had closed despite him still being on hold on another phone.
Since the video was posted on August 11 it has received nearly 900,000 views on YouTube, and Comcast has responded.
“Under no circumstances is this the experience we want our customers to have. Our goal is to be respectful of our customers’ time and fix any issues the first time,” says Comcast. “We take this very seriously, and after investigating Mr. Spain’s situation, we want to apologize to him and acknowledge that his experience was completely unacceptable.”
Via [Digital Trends]