Comcast admits its policies are responsible for customer harassment

Comcast plans to reexamine the way it tries to keep subscribers from leaving its service, after a nightmarish call with one customer went viral last week and led to an outpouring of criticism. The recorded call included eight minutes of what Comcast calls a “Retention” agent attempting to argue a customer down from leaving, and Comcast now admits that much of this aggressive behavior was its own fault. “The agent on this call did a lot of what we trained him and paid him … to do,” Dave Watson, Comcast’s chief operating officer, writes in an internal letter that was published Monday morning, leaked to Consumerist, and verified by Ars Technica.

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