By Quentin Langley
Comcast has the dubious distinction of being one of the 140 case studies in Brandjack. The company doesn't emerge too badly from a very embarrassing incident in which a technician actually fell asleep on a customer's couch. The company gave me an interview for the book and talked about all the things they did to improve service as a result of this "wake up call".
But now tech writer Ryan Block has uploaded a recording of a call in which he is trying to cancel his service and the Comcast rep just won't deal with the request. Over and over again Block – who stays extremely calm and reasonably in the circumstance – requests cancellation of service. The rep just won't do it.
This is an example of simply atrocious service. I deeply envy Block's ability to stay calm. I know that I would not have. Yet his actual exposure of this has done much more to address the problem than a loss of temper would have.
Brandjack News 
Leave a comment