9:28 AM EDT, July 16, 2014
Cable giant Comcast is red-faced today over a recording of a customer service representive who won't take no for an answer.
Nearly four million people and counting have listened to the audio recording made by Ryan Block, a Comcast customer from San Francisco who was just trying to cancel his service.
Listen to the Full Audio of the Call
Comcast rep: "I'm trying to help you! Help me understand why you don't want faster internet."
Customer: "Help me understand why you can't just disconnect us."
Comcast rep: "Because my job is to have a conversation with you about keeping your service."
In a segment from Good Morning America, Lara Spencer joked, "When the rep said, 'I don't understand what you don't like about the service,' all of us at the same time said, 'You!"
Block: "I'm not interested in your services any longer."
Comcast rep: "Ok. So you're not interested in the fastest internet in the country?"
Block: "Nope. Not interested."
Comcast rep: "Ok, why is that? Why not keep what you know works?"
Block: "Because we're not doing that. So please proceed to disconnect our service."
Comcast rep: "So why don't you want something that's a good service, and something that works?"
Block: "I mean is this like a joke? Are you punking us right now?"
The Comcast guy just won't let go. The audio goes on for eight excruciating minutes, with the representative making the same point over and over.
Comcast rep: "There has to be some sort of reason behind it. Why is that what you want? I'm just trying to figure out here what it is about Comcast service that you're not liking, that you're not wanting to keep."
Block: "This phone call is a really actually amazing representative example of why I don't want to stay with Comcast."
The call ends on a snippy note.
Comcast rep: "You're all set. You know what, it's disconnected. I'm really sorry to see you go to something that can't give you what we can."
We played the tape for Lior Arussy, a customer satisfaction consultant with the Strativity group.
"He was definitely desperate. You can hear desperation in his voice. The right thing sometimes to do is to let them go but do a nice departure, because they might come back," said Arussy.
Comcast says in a statement, "We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable."