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A leaked customer service call turns the spotlight on Comcast

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In June 2014, a Comcast customer recorded a frustrating call with a customer service representative and posted it to the internet. The story touched a nerve. Comcast has notoriously poor customer service and little competition in most of its markets, so unhappy customers can't switch. At the same time, Comcast is preparing for an acquisition of Time Warner Cable, something critics say would worsen problems at both companies and reduce choice for consumers. The Verge interviewed more than 100 current and former employees as part of an investigative series about the cable giant.Disclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company.