Chat Agent Lied

Called to get specs on purchasing a modem from an independent company for our internet plan.  Was told be the chat agent that we could get an X1 modem for free, no charge and no monthly rental fee.  Santosh, the agent, told us that we could pick up the modem at any Xfinity store.  Went to the store and was told we would be billed $15 per month.  Very disappointed in this blatant lie.

Xfinity Assistant (01:18 pm): Got it. I'll put you in touch with a live agent now.

Agent (01:18 pm): Hi KEITH, thank you for contacting Xfinity. My name is Santosh. How may I help you today?

KEITH (01:19 pm): Hi.  I need help purchasing a modem/router that maximizes my plan.  My current modem does not support my plan.

Agent (01:19 pm): Sure, Keith! I will help you with the latest and upgraded modem.

KEITH (01:20 pm): I currently have an Arris modem.

Agent (01:21 pm): Thank you for the confirmation.

KEITH (01:21 pm): I have an Arris modem and Orbi router.

Agent (01:21 pm): Okay

Agent (01:22 pm): So, would you like me to ship the latest modem for you, Keith?

KEITH (01:22 pm): No.  I don't want to rent.  I would like to purchase my own.

Agent (01:23 pm): It will not cost you anything; it is only for $0.00.

Agent (01:23 pm): There is a one-time shipping cost which is $15.00

Agent (01:23 pm): Otherwise, it will not cost you anything.

KEITH (01:23 pm): There is no monthly payment?

Agent (01:24 pm): No, there is not a monthly payment for the modem.

KEITH (01:25 pm): I feel like I'm missing something.  This modem would cover internet, wifi and my landline?

Agent (01:25 pm): Yes, that's correct.

Agent (01:26 pm): You can ask as many questions as you want.

Agent (01:26 pm): If you have any doubts or questions

KEITH (01:26 pm): What brand of modem is it?  Can I connect it myself?

Agent (01:27 pm): Yes, you can connect it by yourself.

KEITH (01:27 pm): Is it the X# Gateway?

Agent (01:28 pm): Yes, it is the X1 gateway.

KEITH (01:28 pm): And I don't have a monthly rental charge?

Agent (01:28 pm): absolutely not

Agent (01:29 pm): Let me know what you want me to do.

KEITH (01:29 pm): I would absolutely like to get one.  It is available for pickup at an Xfinity location?

Agent (01:29 pm): Yes, you can pick it up from the store as well, so you can save the $15 shipping charge!

KEITH (01:30 pm): Where is the nearest store to #####?

Agent (01:30 pm): Let me check.

Agent (01:31 pm): This is the nearest store address: 645 Route 18East Brunswick, NJ 08816

KEITH (01:31 pm): Do you have the phone number?

Agent (01:32 pm): No, we do not have the phone number of this store, but it will remain open today until 7 PM.

KEITH (01:33 pm): What should I ask for when I go there?

Agent (01:33 pm): You just need to ask them to provide the Xfinity modem.

Agent (01:33 pm): I have already made the plan for you.

KEITH (01:33 pm): Thank you for your help.

KEITH (01:34 pm): This doesn't change my existing plan, does it?

Agent (01:34 pm): No, no, there is nothing going to change, Keith.

Agent (01:34 pm): Is there anything else I can help you with today?

KEITH (01:34 pm): That's it.  Thank you.

Xfinity Assistant (01:34 pm): Thank you for contacting us.