Comcast (CMCSA) apologized to a former customer after a very embarrassing customer service call went viral.
Co-founder of technology news site Engadget Ryan Block wanted to cancel his service with the ISP but a customer service representative made it very difficult for him. Block was on the phone with the rep for 18 minutes, asking Comcast to cancel his Internet but the rep kept asking him why he wanted to cancel.
Block recorded the conversation and posted the last eight minutes of it which consisted of the customer service rep repeatedly wanting to know what was wrong with Comcast’s service. Block said that he didn’t owe them an explanation but the rep insisted.
The conversation went viral after Block posted it on Twitter and the company wrote a lengthy apology to Block on Comcast’s corporate website:
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. 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. 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.
Block said that he usually has good experiences with Comcast until that phone call.
CMCSA stock is up about 0.3% Wednesday afternoon.
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