WASHINGTON, D.C. - For those of you who don’t do Twitter and have other handy ways of catching viral treats, I have moral obligation to share something great – a true and real Iconic American Irritant. And an act of heroism.
Ryan Block (@ryan on Twitter), a technology journalist and cultural genius, wanted to cancel his contract with Comcast. But he found himself on the phone with a customer service rep from hell who badgered him and refused to let him go peacefully. Block managed to record most of this heinous phone call. This is a must listen.
I am especially excited by this because I went through the same consumer trauma a couple years ago – and no one really believed me (not with Comcast but with another “provider,” RCN). I feel so validated! So vindicated! So empowered!
I tried to cancel my service online and it was impossible. I tried to find a direct number for cancelling and it was impossible. It took several on-sessions, transfers and dropped calls before I could speak to a customer-service-euphemism-humanoid authorized to execute a cancellation. Thankfully, the guy wasn’t as bad as Block’s.
Comcast has reached out to Block on Twitter to apologize:
More work to do would be an understatement. This episode is so emblematic of the mentality of corporate bureaucracies today: they want unlimited liberty to market to us, snatch our data bits, monitor our behavior, up-charge for every twitch and, essentially, destroy our humanity. Or something like that.
Further personal note: A couple years ago I published a book called “Why We Hate Us: American Discontent in the New Millennium.” This is a great Why We hate Us moment, I wish I had it in the book.
Listen to the full audio of Block's call here:
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