Quoted: when dumping Comcast becomes a very big deal

“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, AOL executive who tried to cancel his Comcast cable service but was questioned aggressively by a customer-service representative about why. “Why is that what you want to do?… Why don’t you want something that works?” the rep asked, and repeatedly asked the same question in different ways. Block’s recording of part of the conversation has gone viral, prompting an apology from Comcast. In a statement, Comcast said it was “embarrassed,” and that the rep’s behavior was “unacceptable.”


Photo from Associated Press archives

Levi Sumagaysay Levi Sumagaysay (4265 Posts)

Levi Sumagaysay is editor of the combined SiliconBeat and Good Morning Silicon Valley. She also helps take care of SiliconValley.com, the Mercury News tech website. Email: lsumagaysay@bayareanewsgroup.com