Protesters enter Westlake Center on Black Friday

Man says Comcast customer service left him on hold for 3 hours until closing time — and he shot video of it

NEW YORK (CNNMoney) — Viral recordings of Comcast customer service snafus are becoming a highly watched mini-series.

Among the most recent: A video showing a Chicago photographer on hold for more than 3 hours trying to cancel his service, only to be told in a separate call that the office that handles disconnects was closed for the day.

Aaron Spain’s video on You Tube has 1.4 million views in the three days since it was posted.

In the video, Spain holds up the phone to show the original call passing the 3 hour and 25 minute mark. “That’s how long I’ve been on hold, and they’re closed,” he said. “I’m pissed.”

Spain said he was able to cancel the service — in just 17 minutes — when he called back the next day. He said once the video went viral, a Comcast executive called him to apologize. “It seemed genuine,” Spain said.

“Under no circumstances is this the experience we want our customers to have,” said a Comcast spokesperson. “Our goal is to be respectful of our customers’ time and fix any issues the first time. We take this very seriously.”

Last week Tim Davis, another unhappy Comcast customer. posted a recording of his battles to get an improper charge from a service call dropped from his bill. He was told in the complaining call that the only way to have the charge removed was to have a recording of someone at Comcast telling him that there would be no charge to fix the problem.

He called the bluff, playing back a tape of the earlier customer service representative assuring him there would be no charge, and got the charge dropped. The incident was reported by The Washington Post. The video has about 770,000 views.

Last month, Ryan Block, a former editor of Endgadget, and his wife Veronica Belmont, posted a recording of an abusive Comcast customer service representative who refused to cancel their service despite repeated requests to do so. There are more than 500,000 views of the various YouTube postings of his call.

Comcast issued statements apologizing for both the Davis and Block-Belmont calls.

“This is not the type of experience we want our customers to have. We have spoken with the customer and apologized to him,” said Comcast about Davis’ video.

Trademark and Copyright 2014 Cable News Network, Inc., a Time Warner Company. All rights reserved.


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11 comments

  • BreatheInTheBeaverScent

    COMCAST sucks but why in the hell would you stay on hold for 3 hours…If I was on hold for 15 minutes I would have hungup and called back

    • Lece

      make sure you view your bill carefully I just found out I was being charged an additional 12 for “blast” internet…which at no time did I ask to be added…the idiot at the Redmond store added it without my knowledge that it would be an extra charge as well…EVEN after if that would raise my bill to which he said no that he actually lowered it for me…thinking it was nice…until I got my new bill and it’s not lower by any means its actually raised by 80 dollars…then I get blamed for it when calling customer service…HORRIBLE SERVICE ALL AROUND!!!

  • Kristen

    Comcast is the worst. I was hung up on and “transferred” for over 2 hrs by their joke of a customer service team. I was calling in regards to a notice that I had a bill from 2008 past due, never once got any bills from them with past due information until 7/15/14. One gentleman I spoke with was so nice only bc he was on behalf of comcast not actually with them said he was “baffled at Comcast and had no idea why I supposibly owed them anything.” He unfortunately had to transfer me to someone who was suppose to help me. My last lady was the absolute worst lady, Armani. She said I couldn’t talk to a manager bc there were none available and never even considered checking for one and said she was hanging up if I recorded the call. I had the services June 08-Aug 08, they are saying I have charges September 08- December 2008. I had a pro rated fee for my last bill since I ended services, it was clear my services were ending. A serious nightmare!!!!

  • Lece

    Comcast sucks!!! I’m looking at my other options now…my bill (after taking back their equipment that didn’t work) has now risen by $80 and they are trying to tell me that its a difference to due my package changing asked when it was changed…oh the idiot at the store did it with out asking and now I have to fight to have the charges reversed!!!!….I HATE THEM WITH A PASSION!!!! They are the biggest “thieves” out there!!!!

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