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Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comcast

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Regular Visitor

Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comcast

I was sent a direct promotional flier for a 2-year bundle with a 2-year contract.  The terms of the flyer are very clear, and I had the letter/number code on the flyer disclosed to the number I called on two different occasions.Yet the agent either gave me the wrong, standard promotion (for 1 year with a 2-year contract) or simply did not know how to locate the promotion from the promotion code on the letter.

 

Why is comcast sending promotional material for deals that do not exist?  Is there a resolution being offered for these cases? 

 

Accepted Solution

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Here is the end of the story for closure: 

 

 

The Comcast support on this forum is not able to honor the promotional offer on the flier either.  I am directed back to the phone number of the flier, which I of course called, before posting here. It is a dead end.

 

My "limited" understanding is that Comcast has internal departments that are not communicating with each other.  The loyalty/retention department, customer relations and the local comcast office (yes I went there with the print flier) do not know about each other's capabilities.  Whatsmore, the loyaty department does not honor the promotional flier, where the flier must have originated from (language is clear that they "want you back" )!  I know that the loyalty department needs to be called 10am-5pm (which I have), and after hours the number gets directed to another comcast department.   After a week of calling/posting/trying to get an explanation on what's going on from every different department I could locate, I am now moving on to a different service.

 

Alas, I hope this write-up does help someone else that might be in a similar situation.

 

View answer in context
Service Expert

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Most of those flyers have something on them that say something to the effect of "See Details", which will say the promotion is for new customers only.  They send them out in hopes that you will pass it along to someone that doesn't have service already.




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Regular Visitor

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Thank you for that insight.  My letter starts with the following.  It is clear my status as a customer (current or past, which in fact I was for >10 years, until I canceled a month earlier) is known.  Under that assumption, not honoring the promotion I was sent, with my name directly attached and my status known, is not false advertisement?

 

 

Dear <my name>,

 

Thank you for continuing to be a local XFINITY Customer. We're sorry you canceled your TV service with us and we wanted to let you know that we wanted you back. ...

Regular Visitor

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Hi again, (again

 

Would you consider my issue resolved?

 

I am trying to get a sense of what, if anything, is accomplished through these forums.  Is this a place to rant?  Is this a place to hunt for better deals?

 

 

I am seeking advice on how to take advantage of a printed offer that I was made after I canceled my service to be brought back to Comcast. 

Service Expert

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

No, this isn't really a place to rant, sorry.

 

I will go ahead an escalate this to our digital team and you can see what they say about the offer and if there is anything they can do to get it for you.

 

Good luck!




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I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
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I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
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I am not a Comcast employee.

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Official Employee

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Hello drivememad, I can look into the promotional offer that you received. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?


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Regular Visitor

Re: Directed promotion from Comcast (for 2-years with a 2-year agreement) not honored/known by Comca

Here is the end of the story for closure: 

 

 

The Comcast support on this forum is not able to honor the promotional offer on the flier either.  I am directed back to the phone number of the flier, which I of course called, before posting here. It is a dead end.

 

My "limited" understanding is that Comcast has internal departments that are not communicating with each other.  The loyalty/retention department, customer relations and the local comcast office (yes I went there with the print flier) do not know about each other's capabilities.  Whatsmore, the loyaty department does not honor the promotional flier, where the flier must have originated from (language is clear that they "want you back" )!  I know that the loyalty department needs to be called 10am-5pm (which I have), and after hours the number gets directed to another comcast department.   After a week of calling/posting/trying to get an explanation on what's going on from every different department I could locate, I am now moving on to a different service.

 

Alas, I hope this write-up does help someone else that might be in a similar situation.

 

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