ronnis1's profile

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Thu, Dec 31, 2020 8:00 AM

4K Cable box not in stores

A couple of days ago, I called Comcast to change our package so it would include 4K. I was on the phone for just under 90 minutes to make this simple change, which is absolutely ridiculous.  Regardless, the representative told me we had the option to pay for a 4K compatible cable box to be sent to us, or for free, we could go to our local Comcast store and trade in our current box for the 4k one.  We opted to go to the store.
My husband went to the Willow Grove location yesterday.  He was there for 90 minutes only to find out they were out of the 4k boxes.  The representative said they run out fast and that he didn't know when the next shipment was coming in.  So that was frustrating.
So I once again called Comcast customer service. I thought after 20 years of being a client, Comcast could provide customer service and pay for the 4k compatible box to be shipped to us so my husband doesn't have to keep randomly making trips to the store, during COVID, to hope he is lucky and gets there at a day and time a box is available.  The representative told me that the boxes are shipped through a third party and cost $15.  I asked if Comcast could get the box shipped to us, and for good customer service, take the money off our monthly bill.  I was told - no. 
I am writing to ask you to please do the right thing to one of your loyal customers, who is pretty fed up with you, to please ship us the 4k compatible box and to please credit our account because I don't think we should have to pay for it.



Official Employee


2.5K Messages

4 m ago

Hi, ronnis1. We appreciate you being such a loyal, longterm customer of ours. It means a lot! It sounds like a super frustrating experience that you went through and we want to step in and help out. To begin, please send me a PM with your first and last name so we can continue from there. 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  
Talk soon!
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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