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4 Messages
Getting Started Kit
I’m considering using the GSK option but I recently heard a horror story from a young lady who said that she chose the GSK and the modem didn’t work. She was told that someone would come out to check and if the issue was on her end she’d be charged $100 otherwise there would be no charge. The tech guy came out, replaced the bad modem with a good one and she was still charged $100 simply because a tech came out. Does this REALLY happen? I mean if it’s the company equipment that’s not working it hardly seems fair.
Can someone please clear this up for me?
XfinityArmand
Official Employee
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2K Messages
1 year ago
Hi there @PastorLonnie! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so glad to hear from you and happy to help in any way that we can to get things straightened out to for you. No worries! You have reached out to the right tea, and we are going to do everything that we can to get this taken care of. The $100 tech fee occurs if a self-installation is unable to be completed and a tech is required. In the case of that customer, they are always more than welcome to reach out to have that taken care of, especially if the issue was an equipment issue. We are glad to set things up for you whether you are looking t have the device shipped or picked up in store. Please feel free to shoot us a private message, and we can get started.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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