Hello,
I have been a Comcast customer for a few years. When I logged into my account, to pay my bill, I noticed an upgrade now link.
When I clicked on this, I was offered several plans. One looked great! Faster internet, newer X1 platform - great!! So, I signed up for it. Got all the way through to clicking that I agree including scheduling an install date/time, when I was told a live chat agent would finish up the order for me. I continued into this process and that is where it has all fallen apart . . .
I was told that this deal is not for current customers but new customers only . . . Even though on the details & restrictions it clearly says, "is limited to current Comcast .... residential customers." I have spent about 10 hours either on hold or on live chat trying to rectify this situation. I have been hung up on - 3 times!! I was not rude but clearly stated what I just quoted above ...'click'. I have had my live chat sessions ended abruptly after the same discussion:
WEBCHAT #1:
Richa: As you are already using HD complete triple play for $249.95 and the package for $199.99 are only for new customers.
ME: No. It says it is for current customers
ME: Offer ends 3/21/14 and is limited to current Comcast TV, Internet and/or Voice residential customers. Not available in all areas. Requires subscription to HD Complete Triple Play with Digital Premier with AnyRoom® DVR, Streampix®, Extreme 105 Internet and XFINITY Voice Unlimited® service. After promotional period, or if any service is cancelled or downgraded, regular rates apply. Comcasts current monthly service charge for the HD Complete Triple Play ranges is $219.99 for months 13-24, after which regular rates apply. Comcast's current monthly service charge for DVR service ranges from $15.95 to $26.95, depending on area. Pricing subject to change. TV and Internet service limited to a single outlet. Equipment, installation, taxes, and fees, including Broadcast TV Fee (currently up to $1.50/mo.) and similar program recovery fees, the Regulatory Recovery Fee and other applicable charges (e.g., per-call or international charges) extra. May not be combined with other offers. TV: Basic ser
Richa: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
Richa: https://www.comcast.com/shop/buyflow2/productsexisting.cspx?SourcePage=Bundled&profileid=31731FAE-E477-447E-82F1-9D3BB822FF49&lpos=Nav&lid=4ShopBundles&&Inflow=1
Richa: This is the link where you can check the eligible packages for the current customers.
ME: Here is the website that I am directed to on Comcast's webpage:
ME: https://www.comcast.com/upgrade-center/offers?INTCMP=ILCCOMCOMH9FQF
Richa: I can provide you the X1 boxes for which the installation is required.
Richa: I am sorry, I am not getting anything in this link.
**The analyst has left and your issue has been closed.**
I was finally able to get to a live chat person that agreed to honor the deal minus the free installation. She said she was not authorized to remove the install charges but that Comcast would stand by their offer. Someone from the 'concern department' would call me back within 24 hours.
WEB CHAT #2:
Shashi: Me, no need to worry. I will forward mail to check criteria for installation fees in your area. You will get that is mentioned on the website. From here, we don't have resources to waive off the fees. You will receive total 4 X1 boxes and confirmation call within 48-72 hours. This is the best I can do for you.
Shashi: I will raise the spacial request for you and you will get the call back with in 24 hours and also escalate the issue with the concern department as well.
That never happened. The next live agent told me that they did not call me back because they had no intention of honoring that deal.
WEB CHAT #3
Michael: That is the reason you were not provided and you were not being call back.
Then, I was directed to a local Comcast customer support store yesterday. The website stated that they were open until 4pm. I completely rearranged my Sunday afternoon, gathered up all my documentation and headed over there. CLOSED!!! The branch has is being still being built out. Has never been open yet.
I am beyond exhausted and frustrated. I would like to stay with Comcast because unfortunately there is no other comparable ISP in this area. But I cannot ethically allow myself to continue paying money to company who is demonstrated such poor business ethics. I am hoping that I am wrong and that this is all one major misunderstanding.
If anyone has had a similar experience, I would love some advice on how to proceed.
Thank you.
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