Above is eight solid minutes of empathic pain. It is a recording of a calm, polite caller, Ryan Block, attempting to cancel his Comcast service. The representative, by the time the recording starts, already sounds angry: He demands, again and again and again, to know why Block is leaving Comcast for a smaller provider, to know what it is that he—that Comcast—can't supply that this other company, this obviously objectively inferior company, this loser company, can. Just tell him what he did wrong, he says. Just explain to him. Just make him understand this stupid mistake.
The rep sounds, when he demands to be convinced of something that [...]