Remember that Comcast customer service representative who just wouldnt let Ryan Block cancel his service? We locked down the ability for most customer service reps to disconnect accounts, a billing systems manager who worked for Comcast from 2008 to 2013 told The Verge. A current employee at Comcast who participated in the Comcast Confessions series provided The […]

Now we know why Comcast’s customer service is so terrible — basically, Comcast puts enormous pressure on its employees to upsell its customers on more expensive services while putting significantly less pressure on them to resolve customer problems effectively. And now The Verge has written a new report that seemingly solves the mystery of why […]