Visitor
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5 Messages
Installation delayed because technician refused to check correct pedestal — requesting corporate assistance
I’m looking for assistance from the corporate Digital Care/Customer Relations team regarding my new installation.
During my original installation, the technician attempted to fish the existing underground conduit but was checking the wrong Comcast pedestal. I specifically showed him the pedestal I believed the conduit terminated at and asked him to check it. He insisted it could not be that pedestal and refused to check it.
As a result, I was told a road bore was necessary and the issue was sent to underground construction. I was subsequently given three different dates when I was told work would occur, with nobody arriving.
The construction crew has now come out and discovered that the existing conduit terminates at the exact pedestal I originally asked the technician to check. No road bore was necessary. They were able to pull the orange coax through the existing conduit to my house.
I’ve spent a considerable amount of time dealing with an unnecessary construction escalation and delays that could have been avoided had the original technician simply checked the pedestal I identified.
I requested a $180 courtesy account credit, equivalent to one year of Xfinity Pro at $15/month, as a reasonable service-recovery accommodation. Customer service declined and told me there was nobody else to whom they could escalate my request.
I’m requesting that the corporate Digital Care/Customer Relations team review what happened and reconsider the $180 courtesy credit.
EG
Expert
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120K Messages
4 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityPaula
Official Employee
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2.3K Messages
3 hours ago
user_exsyeq Hello there! Thank you for bringing this to our attention and sharing with our community the experience that you have had with setting up our services at your home. I am terribly sorry to read of the experience and interactions you had with the technicians and delays with the construction team. I'm excited that our crews were able to sort it out and get things set up for you.
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