The Bizarre Story Behind A Fake Comcast Customer Representative

On this week's episode of Reply All, a terrible customer service phone call leads us down a rabbit hole of obfuscation, subterfuge, and goofing off.

Chris Adams was a filmmaker in Nashville. Chris wanted a discount on his Comcast bill. They said no. So Chris tweeted about how mad he was.

And Comcast actually did offer him a discount then. And so he was happy. Until, a few months later, when he received a call from Comcast itself. A company rep named Kendra was calling to see if he was satisfied with Comcast's customer service, and since he had gotten a discount, he said he was.

"And she said, 'Okay well, since your issue has been resolved, I was hoping that maybe we could get you to delete the tweet,'" says Chris. "Because you know it is slanderous towards Comcast."

Comcast is notorious for its abysmal customer service. Last year, a recording surfaced of a Comcast customer service employee essentially refusing to disconnect a customer. It's bizarre to listen to.

So when Chris was asked to delete his tweet, it seemed like more tone-deaf Comcast customer service. But when Chris refused to remove the tweet, he says the phone call got even weirder. "She launched into this whole tangent about if I had tweeted something bad about an ex-girlfriend… like, oh this girl is being such a dickhole and then later on you got back together with her, she would be really offended if that tweet was still there."

Kendra continued to escalate things with Chris, telling him that his service would be suspended if the tweet wasn't deleted. But when he finally agreed to delete it, she started asking him to go back and delete any tweet where he even mentioned Comcast. It wasn't long before he hung up.

As you might have guessed by now, Chris was not dealing with a Comast customer service representative. But the story behind this call is more bizarre than you might imagine. On this week's episode of Reply All, we talk to Chris, the person who made the call, and Comcast itself, to find out who would impersonate a multi-national mass media company and why they would call a filmmaker in Nashville named Chris Adams.​

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