If last month's Comcast customer service débâcle, where a "rep from hell" kept Ryan Block and his wife on the phone for 20 minutes while they desperately tried to cancel their service, didn't convince you to record all your customer service calls, this new one just might. As Virgil said to Dante, let us descend now into even greater woe.
After being charged $180 for installation services Comcast didn't actually provide, Tim Davis recorded his various attempts to get the fees reversed. It's a good thing, too, because if he hadn't told them he was recording, Comcast would never have relented.
"Since I advised my manager that there is a recording and you were misinformed," the rep explains, the charges can be reversed after all.
"You're telling me that if I didn't have a recording of that call, you wouldn't have been able to do it?" he says.
"Yes, that is correct."
This is the company that wants to merge with Time Warner Cable to virtually monopolize internet and cable service in the U.S., and they just admitted that they will happily try to steal your money unless you defend yourself with recorded evidence.
But sure, that thing last month was just an isolated incident, "not consistent" with the company's training and policies.