Aaron Spain, a Chicago Comcast subscriber, is left on hold for more than three hours trying to cancel his service. After waiting three hours and 25 minutes on hold, the recorded message informs him that the office is closed. In a video his experience, he holds up his phone to show the duration of the call:
That’s how long I’ve been on hold, and they’re closed. I’m pissed.
When he calls back the following day he is able to cancel the service in 17 minutes. After the video goes viral, Spain is contacted by a company executive who apologized for the experience:
Under no circumstances is this the experience we want our customers to have. Our goal is to be respectful of our customers’ time and fix any issues the first time. We take this very seriously.
Spain’s video on You Tube has 1.4 million views in the three days since it was posted.