Here’s why your Comcast rep is yelling at you

See the original posting on The Verge

In 2006, a man named Vincent Ferrari called AOL and tried to cancel his internet service. It took him 21 minutes as an increasingly desperate customer service rep named John tried to talk him out of it. “You used this quite a lot,” John says, in a recording Ferrari made of part of the call. “Last month was 545 hours of usage.”

“I don’t know how to make this any clearer, so I’m just going to say it one last time,” Ferrari says. “Cancel. The. Account.”

It goes on.

Last week, AOL vice president Ryan Block had a similar experience with a Comcast rep. Block and his wife spent around 18 minutes on the phone as an aggressive call-center employee asks questions like, “Why is it that you’re not wanting to have the No. 1 rated internet, No. 1…

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