The company apologizes to Ryan Block and his wife who called to cancel their service and got involved in a long phone call with a customer service rep who Block called “straight up belligerent.” The call lasted about eight minutes and was recorded. Block was met with questions like:
Why is it that you’re not wanting to have the No. 1-rated Internet service, No. 1-rated television service available?
The unnamed employee defends himself:
If we don’t know why our customers are leaving, how are we supposed to make it a better experience for you next time?