Remember the Comcast call abusing a customer? Comcast employees say it is pretty much normal.

[dixiegrrrrl]

Here's a link to both the audio and the transcript of the cringe worthy Comcast rep. verbally abusing a customer who just wnated to disconnect form Comcast.
http://consumerist.com/2014/07/14/comcast-demands-an-explanation-before-agreeing-to-cancel-your-account/

And HERE is what Comcast remployees say about it:

As multiple tipsters are telling us, CSRs can only have a certain amount of “discos” — or disconnects — on their personal tallies each day, and must meet a certain quota of “saves,” for which they can earn bonuses and/or commission.
That “save” might just mean hanging up on a customer so the disco goes on another CSR’s list, or in Block’s case, a relentless attempt to keep the customer. Many employees said that with a low hourly pay rate, these saves are the only way to boost their paychecks.

“That rep, (may God have mercy on his soul) was doing exactly as he was told to do,” writes former Comcast call center employee and Consumerist reader M. “Comcast reps make about $12/hour, but they get bonuses for every account that they save.”

That forced reps to either tell customers to go to a Comcast store — which can be a whole other inconvenience in itself — or to keep pushing until customers give up. This is probably what the CSR dealing with Block was told by his supervisors, he surmises.

“Frustrate the customer so that they hang up, and call back to another rep and get them to do the disconnection,” M. explains. “It wouldn’t affect you, and someone else would be at the door. Plus, the longer you stay on a call, the less likely you are to disconnect more customers.”

He adds that if reps disconnected more customers than they were supposed to — he was allowed three disconnects per 8-hour shift — after three days in a row, they “were shown the door.”

http://consumerist.com/2014/07/16/comcast-employees-say-needy-retention-call-is-totally-normal/

Food for thought, if you are a Comcast customer.

This might be a good time to call and re-negotiate your cable bill..they would much rather lower it than lose you.

[Fred Sanders]

1. Bonuses for "saves", that was obvious, only the lure of money can make a stranger so insistent.

[tritsofme]

2. I have to "renegotiate" with Comcast every year just to keep the same price.

When I signed on at this location a few years ago, they gave a temporary rate that expired after a year. So now once a year I get the bill and it is higher, some $40 higher, and I have to threaten to cancel if they don't go back to the old rate. So far so good, but maybe I should take another whack at them and try to lower it even further.

If I was really cancelling and encountered a rep like the one in the story, I would be done with him in very short order. I would tell him that I will send a certified letter confirming my cancellation and that I plan to dispute any further charges on my credit card, and hang up.

[kimbutgar]

3. I tried to get my mothers telephone bill lowered

I called AT&T got someone with a indian voice who after I explained the reason why I needed the bill lowered. I got hung up on ,
I called back and got a nice American voice who After I explained my problem and he was able to take off some of the services she would never use and I lowered the rate by $30 monthly Ii hope the nice young man doesn't get his pay docked.

[dixiegrrrrl]

4. Its a fairly open secret that phone/internet/cable services are negotiable.

It works best if they are told you are thinking of going to a competitor, esp, if you have a competitor's ad to refer to.

Lol..we quit DISH 2-3 years ago,when we ditched the tvs, and still get "pretty pls come back" mail with tempting offers, on a regular basis.