Comcast says rep from hell was just doing “what we trained him to do”

"Grumpy Tech Support Man," a stock photograph from Shutterstock.com that seemed appropriate.


"Grumpy Tech Support Man," a stock photograph from Shutterstock.com that seemed appropriate.

Remember that excruciating recorded call between Ryan Block and a Comcast service rep that made the internet rounds last week? Consumerist got their hands on a memo from Comcast's Chief Operating Officer to employees, in which he admits the rep's retention attempts were “painful to listen to,” but that he also “did a lot of what we trained him...to do.”

The memo from Dave Watson in response to the mass internet shaming was posted today to an internal Comcast site for employees to read.

“We are embarrassed by the tone of the call and the lack of sensitivity to the customer’s desire to discontinue service,” says the Comcast COO.

“[W]hile I regret that this incident occurred, the experience that this customer had is not representative of the good work that our employees are doing,” he says.

“That said, it was painful to listen to this call, and I am not surprised that we have been criticized for it.”

Read the full memo here at Consumerist.

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