“I’d like to file a written complaint requesting a service credit for a billing/equipment issue —

@XfinityBenjaminM​ 

Hello Benjamin M,

I am writing to request a service credit to my account due to an equipment error and the significant time it cost me to resolve.

I was set up with a standard cable box when my service should have included an HD 4K box. After installing the standard box and attempting to watch a 4K movie, I received a message indicating the box’s maximum resolution did not support 4K.

When I called Xfinity technical support, I was told a replacement HD 4K box would take 5-7 days to arrive, or that I could pick one up at a local Xfinity office. I chose to drive 30 minutes one way to the nearest office, only to be told they did not have an HD 4K box in stock. I asked the representative to call ahead to another location to confirm availability before I drove there; that office also did not have one in stock. A third office was checked with the same result.

Last night, Xfinity called to let me know an HD 4K box was being ordered for delivery, and it arrived at my home this morning.

In total, I spent approximately 5 hours on the phone with Xfinity technical support and 2 hours driving to and from Xfinity offices — all related to resolving issues with my new Xfinity Gateway router, WiFi extender, and HD 4K cable box. While I bill my own time at $150/hour, I am not asking to be compensated at that full rate. I am simply requesting a reasonable credit to my account in recognition of the time and travel this issue required on my part. Additionally, Xfinity has been working on Xfinity equipment in our neighborhood with frequent outages for the past two days. I would like to request two days credit for the outages.

I would be happy to provide my account information , if you don't already have it, or to discuss this on the phone.

I appreciate your attention to this matter and look forward to your response.

Thank you,

Marshall

Thanks for providing those details, @user_i1lc0j. We would be happy to help with your equipment charges to ensure you were billed correctly. We truly appreciate all the time you spent working on this, and I can understand your frustration dealing with this for so many days. Can you please send us a Direct Message with your full name and your full address?

How to Send Us a Direct Message:

1. Click “Sign In” if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:” line, type “Xfinity Support.”
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:” line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.