Cancellation Trauma Time (Prank Call)

[00:00:01][music] Hello.

[00:00:04]>> Good afternoon, sir. It's Ron with the corporate cancellations team over. How you doing?

[00:00:10]>> Good.

[00:00:10]>> Uh, reason for the call is we've been passed through a communication from our social media division indicating that you wanted to cancel service.

[00:00:18]Um, I just wanted to see if there's anything we can do to change your mind before we go ahead and do that for you.

[00:00:24]>> I never said that.

[00:00:27]Um, oh, so not the message I've got here. We kind of have a system now for social media responses where the uh AI just picks out the relevant information, forwards it to the right team. So, um, is there a reason you're wanting to cancel?

[00:00:45]>> I I never said that.

[00:00:47]>> Oh, okay. What is it you did say about us?

[00:00:53]Well, I had like just a horrific experience when I was moving. Um, so, you know, I I tried to get some help from different uh different people and uh you know, like one of the ways I tried to do it was like I I went to social media and you know, I said I was upset because when I honestly what happened was when I first called um you know, uh for support, >> I stayed on the phone with somebody for I don't know maybe four or five hours. I I wish I was exaggerating. And on the call, they said, "Don't hang up. We want to make sure we have somebody scheduled for you for tomorrow to, you know, come do the service." I said, "Okay, you know, I'll stay on for as long as I need to." Whatever.

[00:01:34]>> So, she was like, "Great.

[00:01:35]>> Stay on the phone." She's like, "I'm, you know, I'm sending you a confirmation email." I got a confirmation email saying somebody's coming out tomorrow.

[00:01:42]>> Okay.

[00:01:43]>> So, you know, okay, great. Cool. Whatever. I get off the phone with her. we call back somebody else and they say, "Ooh, you don't have an appointment for tomorrow."

[00:01:53]And it was like, "Okay, that's very confusing. You know what? What's going on?" And basically, we were told that uh that person had just kind of made up a fake email, >> right? Okay.

[00:02:12]>> Yeah. So they said the soonest they could possibly get somebody out to us was then three days from then.

[00:02:18]>> Okay. Okay. And did you have full outage during this time?

[00:02:23]>> Uh well it was just a weird situation as far as we were moving. They canceled the service a day too early. So we tried to get them, you know, to understand like, hey, can you not cancel in the house we're in until we get to the next house?

[00:02:37]And they just could not understand what was happening. It was just it was it was just the the biggest headache for something that should have been really easy.

[00:02:46]>> No, I understand. Um and when >> and again I I can understand like wires getting crossed or something like that, but it was when I was told no, this person lied to you and they created a fake email and then I was like, well that's that's really crazy. And then them saying well that you know the best we could do is three days. It's like you know like somebody lied to me. Can is there is there really nothing else you can do?

[00:03:10]like no that's the best we can do and that that was really frustrating a lot of stuff but >> no I totally get it fake email >> what >> yeah that's crazy yeah yeah absolutely >> gosh I I I can only apologize after that you went through that experience um there is slight problem here um our AI definitely picked up that you had indicated you wanted to cancel and obviously as you you probably know there's a lot bad press about us in our cancellations department. So, we now proactively cancel accounts where certain indicators come through to us.

[00:03:47]Um, and just as a courtesy to you, I had already started that process right before I called. Um, I I was just trying to cancel it while you were speaking there and it's it's not allowing me. So, you are going to have loss of service tonight.

[00:04:03]>> You're kidding.

[00:04:05]>> I'm really sorry. I um it's first time this has happened actually. You usually people are have these kind of indicators that that you have uh quite happy to you know for the productivity. So I can't Oh gosh. I'm just trying to see if there's anything I can do here.

[00:04:22]>> I can't I can't be with Oh my goodness.

[00:04:25]I rely on this for work.

[00:04:27]>> Oh no. What is it you do for work?

[00:04:30]>> I work online >> on the in the worldwide web.

[00:04:35]>> Yes. Okay.

[00:04:36]>> And if I swear to God, if another person suggests that I go to a library and use an hot spot, I'm going lose I'm going to lose my mind.

[00:04:42]>> Yeah. I mean, I was going to suggest one of our hotspots as a backup is always best.

[00:04:48]Um >> what? like what is why why >> what I'm trying to work through now is whether or not um whether or not I can reactivate using the same hardware, the same modem, or whether we'll need to send out new hardware. I may need to book a tech to come out to reactivate you.

[00:05:10]>> I'm trying to avoid that right now. Just bear with me a second.

[00:05:17]>> [laughter] >> No, no, no. It's Yeah. Okay. Um, you say you work for >> a joke, right? This is a This is a fake phone call. You're You're punking me.

[00:05:29]>> Like, come on.

[00:05:30]>> No, of course.

[00:05:31]>> This has got This can't be real after all the [ __ ] that I went through.

[00:05:35]>> Well, I I again, sir, I can only apologize that our proactive >> Okay, you can only apologize, but now you just canled my service on top of everything bad that's happened with this company. I mean, te technically you cancelled it.

[00:05:48]>> No, no, no, no, no, no, no. I've never used the word cancel. Go look up every single chat that I've ever had. I never not one time said I wanted to cancel my service. No, no, I didn't. No, I didn't.

[00:05:59]>> There are indicators on there.

[00:06:03]>> Indicators. I never said the word cancel. Not one time did I use anything even alluding to the word cancel.

[00:06:10]>> Uh, >> I said I was upset. If you if being upset equals cancel, then your AI is [ __ ] >> Okay. So, there's no need for that language. I'm doing my best here for you.

[00:06:22]>> I said the AI. I didn't say you. I said the AI.

[00:06:25]>> No, I understand. But I am a Christian.

[00:06:27]I don't I kind of like hearing that, you know.

[00:06:31]Um, >> for being a Christian, you know, you guys I you guys have absolutely like messed up my life on so many levels with this. That has nothing to do with my personal faith.

[00:06:43]>> The service I need to provide for my family. So you, you know, I feel like as a Christian, you would help somebody out and not do stuff like this to them.

[00:06:51]>> Well, I didn't I didn't do this to you, sir. You kind of did this to yourself with your >> Yes, you did. You said you [laughter] was without even talking to me.

[00:06:58]>> Well, I again I I was trying to do that as a courtesy to you to get the process moving.

[00:07:02]>> Was that a courtesy? You hadn't talked to me. You don't know what I needed.

[00:07:06]>> Well, the the AI had indicated you wanted to cancel.

[00:07:10]Yeah. So, you're blaming an AI. AI is not a person. That's a that's a really bad copout to ruin another person's life.

[00:07:18]>> All you guys do to me is just absolutely ruin my life time after time and then wonder why I get so frustrated. Wonder why I hate your company, >> why I go to social media.

[00:07:30]>> So, you I mean, your life's not ruined.

[00:07:33]It's a bit of an exaggeration.

[00:07:35]>> I'm sorry. Are you going to pay for Are you Are you going to pay for me? Pay me for the money I'm going to lose tonight.

[00:07:39]Are you going to take anything off of my bill for the fact that I'm not going to be able to work tonight? Are you going to pay me my eight hours that I was supposed to work overnight tonight?

[00:07:48]>> I mean, the the only thing I can do is >> Are you going to pay are you going to pay me the eight hours I was supposed to work tonight? So, tell me how it's not ruining my life when I can't afford to feed my family tomorrow because I don't have any money coming in because I couldn't work tonight.

[00:08:01]>> So, you you I don't think Come on now.

[00:08:04]You're being a big drama queen here.

[00:08:07]I mean, you're making world I need the internet to you don't. I do.

[00:08:14]>> You're making You're making it look like you have to grift on the internet every day. Otherwise, your children will be dead by morning. Like, just take it easy. All right.

[00:08:22]>> How do you How do you know my life? I If I do not clock in tonight, because again, I use the internet to work. If I do not clock in tonight, I could lose my job. So, no, they won't be dead tomorrow. That's not what I'm saying.

[00:08:35]making fun of my voice.

[00:08:36]>> Money tonight, I will lose my job.

[00:08:39]>> Did you make fun of my accent though?

[00:08:42]>> Make fun of your accent? No, I'm not making fun of your accent.

[00:08:45]>> You just did like a little imitation of me in a silly voice.

[00:08:48]>> You Yes, because you called me a name.

[00:08:52]What? What service calls somebody up and calls them a drama queen?

[00:08:57]>> You You are being very dramatic.

[00:09:00]>> Okay, but you just said I made fun of you, but you're allowed to call me names.

[00:09:04]>> Well, I mean, You You're just foolish the way you talk. Why have you not got a backup internet connection if it's so life and death?

[00:09:13]>> Why should I need to? I'm paying for this.

[00:09:17]>> In case this happens, you're living it.

[00:09:21]You answered your own question here, genius.

[00:09:23]>> I'm sorry. I can't afford it. I go I live paycheck to paycheck. I can't afford backup internet services.

[00:09:29]>> You have a job that's completely relant.

[00:09:31]I can't >> live that life. What? Living the 4G life like a pimp. I mean, come on now.

[00:09:40]You can get a 4G service. You can get pay as you go services that only charge you if you ever use them. They're incredibly inexpensive. They would completely negate this situation. And yet, your dumbass would just rather not look into that. Sit here crying like a little [ __ ] to me about it.

[00:09:58]Now sit down and maybe we can come up with a solution. Is that your wife in the background? Would you like to put her on the phone so she can experience a strong male presence?

[00:10:06]>> Is this Shut up.

[00:10:07]>> This is This is This is obviously fake.

[00:10:09]>> Shut it.

[00:10:10]>> You're obviously putting me on.

[00:10:11]>> Put the wife on the phone. Sit down.

[00:10:14]>> Enough Enough from you. Enough from you.

[00:10:18]>> Who is this? Come on. Who the Who the Who the [ __ ] did you put up to this?

[00:10:22]>> Who did I put up to this? That's not how it me.

[00:10:26]>> Can I talk to your wife? Can I talk to your wife? She kind of put you up to this.

[00:10:33]>> What the [ __ ] >> She She did. She did. She put you up to this. I'm actually her lover. We met on Tinder and she told me to call and point out what a useless little cook you are.

[00:10:45]>> Okay. [laughter] >> What is happening?

[00:10:51]>> Who is this?

[00:10:52]>> Let me talk to her and then we'll reveal every How are you doing, honey?

[00:10:58]Hi. Who is this?

[00:10:59]>> It's me. What time's he going to bed tonight?

[00:11:06]>> This is unreal.

[00:11:07]>> I know you said he has a lot of late nights on account of his working from home job.

[00:11:12]>> Yeah.

[00:11:13]>> Yeah.

[00:11:15]>> Mhm.

[00:11:16]>> So, um, how about me and you go, [laughter] >> you ruined his life.

[00:11:23]>> I had to tear him up. I was getting sick of hearing him.

[00:11:27]>> [music] [music] >> What the heck?