These days, calling a customer service number and getting connected to an actual human rather than an automated answering machine can seem like a novelty. But sometimes it can turn into a nightmare — as proven by tech journalist Ryan Block's call to Comcast on Monday, during which he was berated by the customer service rep when he called to cancel his service.
Despite Block's simple, calm request to end his Comcast service, the rep refuses to do so, instead repeatedly demanding a reason for his cancellation. The rep also forcefully insists that Comcast is the top-rated service in the country. Listen for yourself:
Comcast issued a statement yesterday apologizing for the behavior of their rep (whom Block declined to name to the public), assuring that "the way in which our representative communicated with [Block and his wife] is unacceptable and not consistent with how we train our customer service representatives."
However, today Block dug up a fascinating Reddit thread detailing Comcast's incentives programs that seem to in fact encourage this type of relentless behavior. The thread's poster, who claims to have worked for Comcast Corporate for nearly nine years, reveals that Comcast's so-called "retention specialists" are paid in accordance with how many customers they do — or don't — save.
Comcast uses "gates" for their incentive pays, which means that if you fall below a certain threshold (which tend to be stretch goals in the first place) then instead of getting a reduced amount, you get 0$. Let's say that if you retain 85 percent of your customers or more (this means 85 percent of the lines of businesses that customers have when they talk to you, they still have after they talk to you), you get 100 percent of your payout — which might be 5-10$ per line of business. At 80 percent you might only get 75 percent of your payout, and at 75 percent you get nothing. The CAEs (customer service reps) watch these numbers daily, and will fight tooth and nail to stay above the "I get nothing" number. This guy went too far, you're not supposed to flat out argue with them. But Comcast literally provides an incentive for this kind of behavior. [Reddit]
And with that, we wish you good luck in your next customer service call. Kimberly Alters
The White House Correspondents' Dinner carried on in President Trump's absence Saturday evening, and Reuters' Jeff Mason, president of the White House Correspondents' Association, took the occasion to push back against Trump's "fake news" accusations. "We are not fake news, we are not failing news organizations, and we are not the enemy of the American people," Mason said. "Freedom of the press is a building block of our democracy. Undermining that by seeking to delegitimize journalists is dangerous to a healthy republic."
The dinner's host was The Daily Show's Hasan Minhaj, who did address free speech — "Only in America can a first generation Indian American Muslim kid get on this stage and make fun of the President!" — but spent much of his time skewering the absent Trump, "the elephant not in the room."
"Trump is liar-in-chief, and remember, you guys are public enemy number one," Minhaj said. "You are his biggest enemy. Journalists. ISIS. Normal-length ties. And somehow, you're the bad guys."
Full Frontal's Samantha Bee held a competing event, "Not the White House Correspondents' Dinner," addressing similar themes. Watch Minhaj's full speech below. Bonnie Kristian
— Hasan Minhaj (@hasanminhaj) April 30, 2017
President Trump celebrated his 100th day in office with a cheering rally crowd in Harrisburg, Pennsylvania, Saturday evening, skipping the White House Correspondents' Dinner in favor of a return to the campaign trail.
"I could not possibly be more thrilled than to be more than 100 miles away from Washington's swamp, spending my evening with all of you and with a much, much larger crowd and much better people," he told supporters in a speech ranging from North Korea to ObamaCare to Hillary Clinton. "The media deserves a very big, fat, failing grade."
Trump reiterated his trademark promise to build an enormous wall along the southern border — "Don't even worry about it," he assured his audience — and mocked the "fake news" people "trapped" at the "very, very boring" dinner in Washington. Watch an excerpt of his comments below. Bonnie Kristian
— CBS News (@CBSNews) April 30, 2017
President Trump announced last weekend he would "be holding a BIG rally in Pennsylvania" to mark his first 100 days in office, an event scheduled for Saturday that also gives the president alternative plans to the White House Correspondents' Dinner he has declined to attend.
The host of this year's dinner is The Daily Show's Hasan Minhaj, whom Reuters' Jeff Mason, president of the White House Correspondents' Association, asked to focus on "the importance of a free press" instead of simply taking the opportunity to "roast the president in absentia." Mason added, "That doesn't mean there can't be some jokes about the president, but just that there should be some jokes on the press."
The dinner in Washington, D.C., and the rally in Harrisburg, Pennsylvania, both begin at 7:30 p.m. and will be streamed live online. Watch the dinner via C-SPAN and the rally via CBS News. Bonnie Kristian
Leaders of the 27 nations remaining in the European Union after the United Kingdom's forthcoming Brexit on Saturday agreed unanimously to the terms of the exit process. "We are ready," said Michel Barnier, the EU27's chief negotiator. "We are together."
Formal negotiations will begin this summer, and the guidelines approved Saturday set March 29, 2019 as an end date. Among other requirements, the terms specify negotiations must address the U.K.'s financial obligations — Brussels seeks tens of billions of euros from London on its way out — as well as creation of an EU-U.K. border between Ireland and Northern Ireland.
Pope Francis on Saturday celebrated Mass with a crowd of about 15,000 in Cairo, Egypt, a visit made at the invitation of Sheikh Ahmed el-Tayeb, Grand Imam of al-Azhar and a leading moderate cleric and academic of Sunni Islam. The trip follows the Palm Sunday bombings of two Coptic Orthodox churches in Egypt that claimed at least 45 lives.
"God is pleased only by a faith that is proclaimed by our lives, for the only fanaticism believers can have is that of charity!" Francis said in his homily. "Any other fanaticism does not come from God and is not pleasing to him."
Francis will visit the Egyptian Catholic community later Saturday. His has used his visit to Egypt to urge peaceful coexistence between Christians and Muslims. Bonnie Kristian
The Turkish government has blocked access to Wikipedia, watchdog organizations said Saturday.
"After technical analysis and legal consideration based on the Law Nr. 5651 [governing the internet], an administrative measure has been taken for this website," said a statement from the Turkish Information and Communication Technologies Authority, which did not provide an official reason for the block. The law the statement cited permits the government to ban websites deemed obscene or threatening to national security.
Turkish media reported authorities took issue with Wikipedia content "supporting terror" (or perhaps suggesting ties between Turkey and terrorist groups). When Wikipedia refused to remove the content in question, local stories said, the ban was Ankara's retaliation.
President Trump hit the 100-day mark of his presidency Saturday, a milestone he enthusiastically hailed in his weekly address the afternoon before.
"I truly believe that the first 100 days of my administration has been just about the most successful in our country's history," Trump said in the brief video. "Our country is going up, and it's going up fast. Our companies are doing better. They just announced fantastic profits all because of what's happened in this rather short period of time, and that's just the beginning."
While other assessments of Trump's first 100 days have been rather more mixed, Trump is indisputably leading by one metric: He has signed more executive orders so far than any president since Harry Truman. Trump will spend his 100th day signing yet another order, this one ordering a study of the effects of current U.S. trade agreements, including the World Trade Organization. Bonnie Kristian