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Canceling Comcast Is Like a Bad Breakup – Listen and Cringe As Comcast Desperately Begs You to Stay

Comcast-LogoDo you remember that high school love that killed you when they decided it was time to move on? You begged, you pleaded for them to change their mind to no avail. Nothing you said made any difference.

Some people never get over that teenage tragedy… and then they go to work for Comcast’s customer retention department indefatigably browbeating departing customers in a misguided effort to salvage damaged relationships with the cable company.

Stop the Cap! reader Bryan shares with us several minutes of the Block family’s life they’ll never get back. After 10 minutes on the phone repeatedly requesting to cancel Comcast service, Block and his wife decided to record the ongoing absurdity to share with the world. The result is eight more minutes of cringing embarrassment as an increasingly exasperated retention representative repeatedly demands to know why they want to leave.

never leaveIt all sounds like eavesdropping on your roommate’s breakup with their boyfriend. Or leaving a cult. This guy just can’t understand what the heck you were thinking when you decided Comcast was no longer right for you. Block was in no mood to explain himself, but for the benefit of others, we’d love to arm you with a few reasons to explain why you don’t want anything more to do with Comcast:

“Being that we are the number one provider of Internet and TV service in the entire country, why is that you are not wanting to have the number one rated Internet service available,” the retention rep demanded to know.

Our answer: Because you want to cap our broadband experience, you charge outrageous prices for renting a cable modem, and your speed claims mean nothing if we don’t actually get those speeds because of yet another outage or service problem.

“So you’re not interested in the fastest Internet in the country,” Comcast’s rep asks.

Our answers: Sure I am, which is why I am switching to the fiber competitor that delivers those speeds -0r- Not if you are putting a usage cap on me. Who wants a Ferrari they are told can’t be driven beyond the block?

“You don’t want something that works? …So why don’t you want something that’s good service and something that works,” asks Comcast’s rep.

Our answer: Do you actually subscribe to Comcast yourself? You guys didn’t win Worst Company in America honors for nothing.

“I’m really ashamed to see you go to something that can’t give you what we can,” argues the rep.

Our answer: That’s right. My long ongoing nightmare of bad service, high prices, and usage capped Internet is finally over. See ya.

If you really want Comcast to convince you to stay, tell them you want a permanent waiver in writing from any usage limits and/or overlimit fees. Demand aggressive discounts that deliver real savings, and never take their first offer. If they can waste 18 minutes of Ryan Block’s time, you can be just as ruthless when demanding a better deal for yourself.

As Ryan indicates, this retention representative is the perfect example of how Comcast won its reputation as one of most hated companies in America.

Currently there are 3 comments on this Article:

  1. Tom M. says:

    Holy hell. That does sound just like a, now, “ex” asking why.

    “I’m really ashamed to see you go to something that can’t give you what we can,”

    The rep feels “ashamed”? Riiiiiight. Feel bad for people under the Comcast monopoly.

    • The whole conversation came creepily close to a breakup episode of HBO’s Girls.

      Two minutes in I was shifting uncomfortably in my seat and yet it goes on and on. Unbelievable. I’m sure this guy gets a healthy bonus for every customer he saves, but this was abusive, especially when he started raising his voice. At least he didn’t burst into tears.

      I always give reasons why I am canceling though because it satisfies the stupid form they are filling out and leaves them with no rescue because they certainly aren’t going to ameliorate my concerns (like “no usage caps for anyone!”)

      If Comcast is this desperate, everyone should be on the phone trying to cancel and tell them to cut your bill in half and you’ll THINK about staying.

  2. Luke says:

    I went through this same thing with TWC years ago when I was OK with going back to the phone companies DSL. (Our only other option) I must have went through 3 different reps and got to the point of just repeating “cancel” over and over again till they finally got tired of listening to me repeat myself. It took me well over 45 minutes to cancel if I remember correctly.

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