During an eight-minute call that he recorded, a "customer retention" specialist did everything in his power to prevent Block from canceling his service. "This phone call is actually an amazing representative example of why I don't want to stay with Comcast," Block tells the representative.
Block posted the call on SoundCloud after it was over.
"This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was 'Okay, please don't disconnect our service after all.')," he wrote with the posting.
For the record, Block was canceling his Comcast account and switching to Astound.
"When the call ended, I looked at my wife, Veronica, and I asked her 'Did that really just happen?'" Block told Motherboard. "Many of the reactions have (I think?) jokingly referenced trigger warnings. I hadn't made that connection, but it's kind of true. Listening to it again even a few days later fills me with anxiety and dread."
The call has been spreading across the Internet since it was posted and Comcast is now dealing with the fallout.
"We're investigating this situation and certainly want to apologize to the customer," a Comcast representative said in a statement. "This isn't how our customer service representatives are trained to operate."
1/ Comcast followup:— Ryan Block (@ryan) July 15, 2014
1. Turns out it wasn't just me being overly sensitive. Good to know!
2. You've all been so supportive. Thanks so much.
2/ Comcast followup:— Ryan Block (@ryan) July 15, 2014
3. Yes, the guy disconnected our service. @Veronica went out to the store to double check, we didn't trust it. 3 weeks!
3/ Comcast followup:— Ryan Block (@ryan) July 15, 2014
4. Believe me, the irony is not at all lost on me that I work for AOL. :)