Warning: the linked sound recording may trigger annoyance, rage, and memories of similar experiences.
Ryan Block tried to cancel his cable service from Comcast, and after ten minutes of frustration, he started recording the conversation. He’d been transferred to a customer retention specialist, whose job is to NOT cancel his service. In the related thread at Metafilter, there are various suggestions for cutting through the BS and getting a real cancelation when they ask why you are canceling.
I’m moving to Asia (or Australia, or Antarctica).
My boyfriend kicked out of the house and I’m homeless.
I was blinded in an industrial accident.
I don’t have a TV. No, I don’t have a computer, either.
I don’t want my children exposed to TV. Why do you want to ruin my children?
Because my father, the customer, died. No, I don’t want to keep cable on until we sell the house!
Then there was more than one Mefite who said they had no trouble canceling a cable account over the phone …but then they continued to be billed every month. Have you ever tried to cancel a cable account?
(Image credit: Dave Winer)
Update: Comcast has responded, and is apparently blaming the customer service rep, as if he wasn't doing exactly what he was trained and incentivized to do.