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.)