Visitor
•
1 Message
Request to waive technician fee – Incorrect self-install kit instructions and equipment
Hello,
I am writing to request a waiver for the technician visit fee charged to my account.
I attempted to set up my service using the Self-Install Kit and closely followed the provided instructional videos. The setup instructions explicitly directed me to use the black cord included in the box. I plugged it into multiple different outlets, but the service would not work.
Because the official instructions failed, I had to schedule a technician visit. Upon arrival, the technician informed me that the black cord was completely unnecessary for my apartment's setup. He bypasses it entirely and hooked up the service using an existing cord already present in my apartment.
The issue was entirely caused by incorrect instructions and mismatched materials provided by Xfinity, not user error. Because I followed your guidelines perfectly and the kit itself was the problem, I request that the technician fee be waived from my bill.
Thank you for your assistance, and I look forward to your confirmation.
XfinityChelseaB
Official Employee
•
2.6K Messages
6 hours ago
Hello @Maevecochran, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
0
0