It was the nightmarish customer service call heard around the Internet, and now Comcast has heard it too, issuing a public apology for their rude employee.
Ryan Block, a (former) Comcast customer and journalist at AOL, grew so frustrated with his attempt to cancel his service on the phone that he recorded the call after about 10 minutes of gridlock. In a post on Soundcloud, where he also uploaded the recording of the call, Block said, “Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.”
After the recording went viral, Comcast caught wind of it, and has offered up their apology. “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.”
Block has also responded to Comcast’s apology on Twitter, saying “@comcast I hope the quick action you take is a thorough evaluation of your culture and policies, and not the termination of the rep.” He went on to add, “PS I hope you’ll also extend that apology to my wife, @Veronica, who had to get through the first (unrecorded) half of the call.”
The original recording of Block’s phone conversation with the Comcast customer service rep is below.