Hacker News Reader

Comment by saamm | Hacker News Reader

I'm going to be canceling Comcast around the end of the month. You're telling me I can just send a letter to my local service center and say, "Peace out!"?

View on HN

I have canceled many internet service accounts (while working with customers) from both Comcast and AT&T. While infuriating, this is not representative of the vast majority of my experiences. Reason being, this is not how retention reps are trained. This guy was clearly on a personal mission. I would be surprised if he still works for Comcast.

Here's a really simple guide to getting past customer retention:

1) Be courteous. There is no better way to get mired down in customer retention hell than to give the rep a reason to run you around.

2) Feel free to share your reasons (briefly), but be clear (politely!) that your mind won't be changed. "I need to see for myself" is always a good way to dismiss the rep's reasoning.

3) In the off chance that you get a rep like the one featured here, simply hang up and call back in a few minutes. There's absolutely no reason to invest this much frustration in a company like Comcast.

I've only had one or two cases where I simply hung up on an overzealous rep. In all other cases, the process consisted of answering two or three questions, then I was on to cancellation.

In all other cases, the process consisted of answering two or three questions, then I was on to cancellation.

It's not my job to play along with their script and help them raise revenue. It's their job to cancel service, no questions asked.

I certainly agree. I'm only offering practical advice for those who wish to call, however. If you'd rather write a letter, then absolutely do so.

There should be only one question from the rep: Is there anything we can do to change your mind? If the customer responds with anything indicating a willingness to discuss rates or packages, then by all means continue. If the customer says: No, I just want to cancel. Then turn it off.

Don't forget to include a few particulars:

* Who you are

* Where you are receiving service

* Your account number

* What date this cancellation is effective on

That's right. Keep it very short and sweet, and include the information they need to process your request. "Dude, cancel me" probably isn't going to work so think it through and refer to the contract. Everything you need to cancel is in there.

If you have any equipment to return add that too, and tell them you will be returning it to the store (you might even mail it if it's just a card).

A properly written letter is really effective, and makes great evidence in court if things go wrong and the company fails to honor their side of the bargain. Been there, done that, and won.

> Been there, done that, and won.

That would be an interesting write-up to read about.

Assuming you have Comcast equipment if a local service center is accessible it might be worth your time to walk in and drop the equipment off when you cancel. There can be a long tail on these if you have to send back equipment. The folks working the counter at these places also don't have a "retention specialist" they kick you to.

I have to say I canceled Comcast for a few months between houses my experience was pretty painless, I called in and they in-fact even sent pre-paid shipping boxes to return my modem and cable box.

Heck considering the profile this call is getting I'm guessing their "retention specialists" are going to be pretty light touch for a while.

Reply on news.ycombinator.com