Warning: listening to this phone call may make you want to throw your Comcast modem through the front window of your local Comcast service center.
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This tracks pretty closely with my own experience. It took me over six months and multiple phone calls and transfer/disconnection requests to get Comcast to stop charging me for my business Internet connection after I moved out of my office.
2014-07-17 Update: The Verge offers some perspective. Here is part of that rep’s job description:
For any number of reasons, customers may feel the need to make a change either to a lower level of Xfinity service or even a different carrier. Your job is to convince them that Xfinity can meet their changing needs better — and keep them in the family.
The Verge got in touch with a current Comcast rep who explained how that plays out when it comes to compensation:
[T]he incentive structure is really about punishment. Reps start out the month with a full commission, but every canceled product deducts from that amount. Once reps fall below a certain threshold, they get no commission at all.
Metrics-obsessed reps are therefore highly motivated to get every customer to not only continue service, but keep the same number of subscriptions — phone, internet, Xfinity — or add more.
So when Comcast issues a statement that “the way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives,” it’s total BS. That behavior is entirely consistent with the way Comcast trains and incentivizes its customer service representatives.
2014-07-23 Update: Comcast really doesn’t seem to get it. Here is what Comcast COO Dave Watson had to say about this retention agent’s behavior in a message published by Consumerist:
The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do.
There’s your problem, Comcast.