chris_guay's profile

Contributor

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25 Messages

Fri, Dec 11, 2020 7:00 AM

4k DVR upgrade request

Has anyone else recently had issues getting the XG1v4 from xfinity?

Over the phone , I indicated that i just bought a new 4k TV, and needed to replace my currect DVR with the new 4k style tv box. They shipped me a non-X1 USED old style 2 tuner cable box. I then went to the store to see if I could swap it out , and they told me it was out of stock, and did not know when they would get any in. This is very frustating , and am thinking of switching to FIOS....

  

Responses

Accepted Solution

chris_guay

Contributor

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25 Messages

2 m ago

I hope David T. still works for you guys at the Danvers MA location. He was exceptional, you need to compensate your star employees appropriately so they do not go find another job. Please let his manager know what an outstanding employee he is.

Official Employee

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207 Messages

Good morning, @chris_guay. I am happy to hear David provided you with exceptional service. That is what we strive for. :) I'd like to gather some more information so I can get this sent up to the appropriate people. Can you send me a PM with your name and address please? 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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Rustyben

Expert

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24K Messages

6 m ago

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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ComcastChe

Official Employee

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6.1K Messages

6 m ago

Thanks for posting to the Xfinity Forum, @chris_guay! You're making a great decision to upgrade your DVR. The quality is great! Sorry for the issues you've had while trying to get a 4K DVR to go with your new TV. I'd be happy to help! Please send a private message with your full name and your service address. To send a message, click on my name, "ComcastChe," then click send a message.

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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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ComcastRob

Official Employee

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271 Messages

6 m ago

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 

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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Frequent Visitor

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5 Messages

6 m ago

I got a slightly different story - see my post in this forum on Dec 17 titled "Why can't Comcast ship 4K boxes". The Xfinity website for 4K says you can order a new box right from your 4K TV set, but this does not work.

 

I did an online chat and was told that Comcast could not ship me a 4K box, they are only available in stores. I really do not want to go to a store, given the COVID situation, and even if I did, there is no assurance that they would have a box available for me. There are no phone numbers listed for the stores near me, so I cannot call a store to verify that they have 4K boxes in stock.

 

If I did go to a store, I would certainly prefer curbside pickup. Otherwise, Comcast is putting its employees and customers at increased risk. This seems like a reasonable thing for Comcast to consider.

chris_guay

Contributor

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25 Messages

6 m ago

I ended up having to go into the retail store to get a 4k dvr box, (Thank you David T. At the Danvers location.)
The issue seems to be they don't have many boxes in stock....
ComcastChe

Official Employee

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6.1K Messages

6 m ago

Hi @wtnh and others who are interested in having a 4K DVR shipped to you. I'm sorry for the issues you have run into and want to assure you you've come to the BEST place to get help! My team can ship a 4K DVR so you don't have to risk your health and safety by going to a store. Please send a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastChe," and then click send a message. 

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.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

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