TORONTO – All Ryan Block wanted to do was cancel his Comcast Internet service. Unfortunately, he got the customer service rep who didn’t want to let him go without a fight.
In an eight-minute audio recording of his call with a Comcast retention specialist posted online, Block calmly asks multiple times to cancel his service as the employee attempts to get him to stay.
Block tells him bluntly at one point, “I’m not interested in your services any longer.”
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The rep jumps back with, “You’re not interested in the fastest Internet in the country?”
Block tells him he’s not interested, to which the rep asks, “Why is that?”
This back and forth continues with Block exhaustively asking for his service to be cancelled as the rep keeps trying to sell him on staying.
“Why don’t you want something that’s good service and something that works?,” “No one can guarantee speeds like we can!,” and “Why don’t you want the fastest speed?” are just some of the pitches the rep makes.
“Is this a joke? Are you punking us right now?,” Block asks five minutes into the recording.
Block says the recording starts after he and his wife were already on the phone with the person for about 10 minutes.
The call ends with the rep finally caving and cancelling Block’s service.
BELOW: Listen to Block’s call with Comcast
“The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action,” Comcast senior VP Tom Karinshak said in a statement released Tuesday.
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Block later tweeted that he hopes that means an evaluation of Comcast’s “culture and policies” and doesn’t mean the rep will be terminated.
[email protected] I hope the quick action you take is a thorough evaluation of your culture and policies, and not the termination of the rep.
— Ryan Block (@ryan) July 15, 2014
Comcast is the largest cable and Internet service provider in the United States. The company reportedly made US$64B in 2013 with over 20M customers.