By now, I’m sure you’ve cringed your way through Ryan Block’s painful Comcast cancellation request call — if you haven’t, check it out. Elise Hu of NPR has a statement from the company:
Comcast says it’s very, very sorry. “We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize,” the company said in a statement.
“The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. […] “
It’s vague, but this sort of statement usually means that they’ll reprimand or terminate the employee. While it’s unlikely that this particularly aggressive rep is the standard for contract cancellation calls, it’s also unlikely that this is an isolated case. This is endemic of much greater institutional problems at the worst company in America.
Also, why is Comcast using the word “embarrassed” for this call? That’s the same word I use when I tell the story of the time I was caught eavesdropping on someone in the eighth grade. This is so much greater than petty embarrassment.