Broken Promises

Earlier today a live Chat Agent also lied to me. This is what I posted over on DSLReports:

Today I had an issue streaming to the Roku so I used the online (web) chat, first through the autobot, and then with human.

While waiting for processes at his end, that Chat Agent said he could save me serious money by changing plans. I specifically asked if I would keep the same channels and the same Cloud DVR capacity. He said Yes on both points.

After signing the contract after reviewing the summary he sent me, I discovered ...

1. None of the premium packages were kept, meaning I did not end up keeping the channels I had before. (I re-added them so I am back paying those monthly fees.)
2. Cloud DVR suddenly shrunk to just 20 hours. (On a phone chat later I got DVR Service $10/mo and Premium DVR Service $10/mo added back on to bring it back to roughly 300 Cloud DVR hours at $20/mo, to get roughly the same number of Cloud DVR hours I had before this change).
3. The savings ends up costing me roughly $10/mo more than what I was paying before switching to the 1-year contract and adding back lost channels and adding back lost Cloud DVR capacity.

Oh, there was fourth promise that didn't happen: he would put a smile on my face before the chat was done. That didn't happen because I am still having Cloud DVR issues on the Roku Ultras (4800X, specifically listed on supported third-party equipment, as well as on my other Roku Ultra, both of which I tried this morning) and FF while watching a recording still often lands where the Xfinity Stream App on the Roku cannot resume playing and sometimes the video suddenly starts going super fast while the audio remains at normal rate, as well as costing me an additional $10/mo for falling for his sales pitch.

You may remember in past postings I had previously lost premium channels by changing a plan that a phone agent said I wouldn't loose, and another Chat rep promised same Cloud DVR capacity but at that time the contract summary called out the number of Cloud DVR capacity so that saved me from switching that time, but today I didn't see any mention of the Cloud DVR hours in the contract summary, just in the contract after I "signed".

The only saving grace this time is that I didn't lose any recorded content that was way above the 20-hour capacity that came with that contract, just the scheduled recordings for the premium channels that got cancelled when I "signed" the contract. If I had lost the recordings (except for the most recent 20 hours), I would have probably told my wife, "Let's try YouTube TV" or something similar and see if that would work as an alternative to Xfinity video. (Unfortunately, there aren't good alternatives to Xfinity for high-speed Internet at my address at this time.)

Using the online chat to try to report the Xfinity Stream App bugs (still not resolved after two years and a sudden up-tick on those problems last night) turned out to not only be a complete waste of 3 hours but also ended up costing me roughly $10 more per month.

Oh, and a fifth broken promise by that Chat Agent: that I would be able to download a transcript of the chat when we were done. That link failed to work.