JCS52's profile

New Poster


4 Messages

Fri, Nov 20, 2020 2:00 PM

Repeatedly sent the wrong equipment, how can I get Comcast to send me the right item?

What is wrong with Comcast and not sending out the correct equipment?

I signed up for Comcast back in the summer, and since the local office is closed due to the pandemic, they mailed us a starter kit. Unfortunately, they sent us the wrong items, and proceeded to continue sending us the wrong items over, and over, and over, until I had a massive pile of returns and a totally incomprehensible bill due to their numerous tweaks.

After a month of back and forth with support and hours on the phone, they finally got us the correct equipment, and my bills finally leveled off to the correct amount. The long bureaucratic nightmare behind me, everything was good until this month, when the main X1 DVR started to die on me. The drive skips, it randomly cuts out and restarts, and the fan inside is groaning like a tortured soul begging for release.

I contacted Xfinity support, spent an hour on the phone, and requested a replacement.

They sent me the wrong box, an XG2v2 cloud dvr, which is not what we had and not what we want.

I spent 2 more hours on the phone trying to explain to their support what happened, and they charged me $5 and mailed me another box, with the assurance that THIS TIME it would be the right item.
"Don't worry, we'll take it off your account when you return the other box."

The second box arrived a few days later, containing another XG2v2 cloud DVR. 

I spent ANOTHER another hour on the phone trying to explain to their support what happened, and they charged me ANOTHER $5 and mailed me ANOTHER box, with the assurance that THIS TIME it would DEFINITELY  be the right item.
"Don't worry, we'll take both charges off your account when you return the other boxes."

Today the third box arrived, and it contained an old RNG200N, which isn't even an X1 box.

I don't have the patience to deal with another hour of waiting on the phone today just to get the same runaround and inevitably recieve the same incorrect item. I'm already staring down the necessity of returning a whole stack of incorrect items to the UPS store and waiting for my bill to normalize, but in the meantime, how can I get them to send me the correct XG1 DVR?

The customer service reps keep encouraging me to go to my local store in person, which I would gladly do, except it's still closed, and every time I have to explain to them that the nearest open physical location is over an hour's drive from me.  I wasn't going to, but now I'm considering whether it's worth the cost of time and gas just to have someone in front of me physically hand me the correct DVR (without paying a local install technician $70 for the privilege.)


Accepted Solution

New Poster


4 Messages

7 m ago

Welp, after waiting four days for a response here, I called Comcast again.
The overseas CS rep confirmed that they have NO CONTROL over what hardware the warehouse sends, and once again insisted that my best option would be to drive to the nearest physical store. 

So I did.

Against my wishes, I drove an hour and a half to the nearest Xfinity store and hauled in 3 boxloads of incorrect equipment,  wherein they exchanged my defective XG1 box for a working copy of the same model in under 10 minutes. 

Then I drove an hour and a half home.

Thanks for nothing, Comcast. 

I sincerely regret that I rewarded your incompetence by wasting 4 hours of my day and half a tank of gas to solve YOUR supply chain problem. And you didn't even have to pay the return UPS shipping for the multiple erroneous boxes you sent me, so hey, you're welcome. 

Official Employee


6.7K Messages

7 m ago

Hi JCS52. We appreciate you visiting and posting on our Forums. Apologies your previous experiences with us have not been ideal, and for any frustration caused. It is true, that we have little control over which make/model of XG1 DVR you are shipped, aside from our newest 4K XG1v4. Unfortunately after your experiences, you did what is recommended, by going into your local Xfinity Store to request the specific equipment in person. Again, apologies it has taken so long to get you to resolution. Please let us know if you need any further assistance with your account. We are here to help. 

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