Telcom giant Comcast already has one of the lowest customer service ratings among internet and cable providers. Now after former Endgaget editor Ryan Block posted a recording of a phone call with a Comcast customer service representative who refused to disconnect the service the reputation is secured.
Despite repeated attempts, the Comcast employee refuses to allow Block to disconnect his service and keeps trying to assure him that Comcast is the best service in the country.
After publication of the phone call Comcast issued an apology for the behavior of its employee claiming it was “unacceptable.”
We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.
Comcast is currently in talks to form a megacorporation by merging with Time Warner Cable. Time Warner is also rated one of the worst companies for customer service. The merger would give Comcast/TWC roughly 40% of the market.
As more and more power becomes concentrated in fewer company’s hands customer service is only going to get worse. Especially if the customer is trying to leave.