Bait and Switch

I was on a chat with an agent for a TV box service issue.   After he fixed it, iPhone said he could save me a few dollars by changing my internet speeds.  I agreed that it would great to save a few dollars so I told him to go ahead with the change.  What I didn’t realize what he was doing was changing my entire plan that would eliminate all premium channels and get rid of the 150 hours of DVR storage service and bring it to a minimum.  

So I was still having issues with the TV box, so I went into the nearest retail store to exchange the box with the original version I had before I started having freezes.  Al. I wanted was the Multiview. So after visiting the store, they exchanged the box, which was great.  Then I asked about what happened to the DVR storage.   They said with the new plan that the agent put me on, I no longer had 150 hours of DVR storage and it would cost me $10 per month.  Strange since I didn’t know the agent made changes to my TV service.  So I asked what else did he change and they said I lost all premium channels.  They said they could add them in but it would cost me around another $50-60 per month.  So to get a $20 savings, now it going to cost me an additional $50 per month on top of what I was already paying before the change.  I asked to change back and the store manager said no way, Comcast does not honor older plans.  He said I could get a 1 month $50 credit or cancel the service and look else where for TV service.  What!   You can’t honor a [Edited: "Language"] that was caused by an agent and I have to now bear the cost of an equal plan al because an agent said I could save a few bucks

Essentially what the gent did was Bait and switch with stating he could save me a few bucks, but then changed the whole plan so Comcast could get me off this older plan that I have had for years.  I sure he was rewarded for getting me off this older plan which saves Comcast money since most of the Premium services are now separate and Comcast wants them bought individually so they can charge more money.  Went back to the retail store today to show him what the online agent stated (scripts of the chat that I downloaded) and the store agent basically told me there was nothing he could do.  Basically stated that Comcast has done this to many people so they can get people off these old plans.  he also said if I wanted to make a complaint, to call the 800 #.  Comcast, have you ever used your [Edited: "Language"] phone service.  Continuous loop to no where!  It works hard to keep you away from a live agent or better yet, an escalation person in management.  Big hahaha.  

So, I left the store with a final decision and that I will be leaving as soon as I line up other providers.   He said that was final.  Really, no attempt for retention.  Oh, I did find new providers for Phone, TV, Internet and cell phones when I go how for a much cheaper rate.   

I worked in a similar industry and if our CEO found out our agents did this kind of [Edited: "Language"] either at the CARE center or at the retail center without making any sort of retention offer to make good on their mistake, he would have fired everyone involved.  But hey your Comcast and you make too much money to worry about customer retention.