It makes me tense just hearing about this lack of customer service.

When Comcast upped its monthly rate and AT&T came into the neighborhood with fiber optic, I switched. But AT&T's "Family Plan" TV shows was for kids and selling stuff and hardly any of the shows I like to watch (no CBS On Demand in this area??!!).

After a complaint with the Tennessee Regulatory Commission, I cancelled AT&T service within the 30 days. Now, for about two months, I've tried to deal with Comcast. I've called many time, been hung up on several times, got transferred and had to state my complaint all over again, been told they're sorry and will fix it but no. They lost my land line which I'd had for 30 years and I decided to give it up. Documenting that and getting a refund and a new ($8 lower!!) monthly rate finally got done yesterday (I think).

I don't have much confidence my next bill will reflect what I was told yesterday. When I asked for some sort of confirmation of our agreement, I was told all calls are recorded. What a joke. I think I liked Ma Bell better.

The agent in the recording sounds like he was probably selling sub-prime mortgage backed securities for Goldman Sachs four years ago.

For those like myself where the audio does not work at the link, try going direct using this link.

It's much better listening to the conversation.

The customer has much more patience than me. I would just tell the guy I don't need any internet service at all at this time, thus there is nothing he can do to keep my service.

Ouch. We hate Comcast. My wife ends up going down to their office with our contract about every two months because they don't seem to have a clue over the phone. We are constantly getting charges for stuff we shouldn't or have already resolved. It's like they don't think we read our bills.

They count on us not being able to read our bills. I had to do a spreadsheet and still couldn't get them to agree that a charge was wrong.

I see Comcast is looking into the incident and will reach out to the customer to offer a personal apology. I can imagine how that will go.

[ring ring]

Customer: Hello?

Comcast: Hello, is this Ryan?

Customer: Yes, what can I do for you?

Comcast: Hi, Ryan. This is Brad Winkelton, senior vice president of customer experience here at Comcast.

Customer: Oh, hi Brad.

Comcast: We heard about your unfortunate experience, and I just wanted to personally call you to let you know that this is not acceptable and we sincerely apologize for how you were treated.

Customer: OK, well thanks for calling.

Comcast: My pleasure. Before you go, though, may I ask if you accept our apology?

Customer: Uh, yeah, sure. OK.

Comcast: That's great, Ryan. We want every customer to be satisfied. Since you accept our apology, may I ask if you would reconsider discontinuing our service?

Customer: No, I no longer need your service.

Comcast: But why? You do realize that we are the number one cable provider and the only service to provide guaranteed one hundred megabit internet service, right?

Customer: Yeah, we've been over that. At length. We no longer need the service.

Comcast: I understand, but really, why don't you want the service? What if we gave you three free months of HBO and Showtime? Can I go ahead and set that up for you today, Ryan?

Customer: No, I already have all that with my new service.

Comcast: Yes, but are they the number one cable provider and do they guarantee one hundred megabit internet? Why would you want to give that up, along with free HBO and Showtime?

Customer: Look, I said I'm not interested. Thanks for calling. Good day, sir.

Comcast: But you accepted our apology. We offered you free HBO and Showtime from the number one cable provider that guarantees one hundred megabit internet. You're not making any sense, Ryan. Is there something else you're not telling us?

Customer: Aaarrrrgggh! [click]

Comcast: Hello? Hello? Are you there Ryan? Where did you go? We want you back Ryan! Please Ryan! Don't go! We are the number one.... [bzzz] Well, shit.

In all seriousness, the problem is more likely with management and retention quotas and the like. The rep is probably under a lot of pressure to make his numbers or lose his job. Doesn't excuse his behavior, but it doesn't excuse the company driving him insane, either.

You know the "guy" was a reporter for Slate magazine and was probably much nicer than most of us would have been. I must say that when my mother in law passed away it was pretty easy for my wife to cancel her service. About 5 min. and done. I have a couple of friends that took up the ATT offer and have not been very pleased, but are now on the hook for two years. We need more competition.