Another unresolved trade in and promotion failure

I'm not sure how long Comcast mobile is going to last operating this way. It's become quite clear their salespeople and customer service do not have the knowledge or tools to sell and support their products. I HIGHLY recommend not switching to Comcast Mobile unless you yourself are the expert on the service and available promotions. Do not depend on their employees to know the right answers and lead you down the right path. It's a complex system and honestly not their fault now that I have become familiar with it.

In-store support, online chat support, and now executive level customer service have been unable to address basic issues that appear to be happening to many people. In some cases, it's knowledge and experience, in other it's communication failures.

When the new iPhone came out, every major provider was offering deals to switch to their service. After visiting a Comcast store and gathering information I made the bad choice to try and move all 6 of my family members to Comcast mobile from ATT. I was told to payoff any remaining balances on my phones and bring them with my family to a store. What ensued was multiple errors and problems that have not been resolved.

1) There is a limit on the number of phones that can take advantage of trade in promotions. So, if you pay off 3+ phones like I did, you'll likely end up footing that bill for some of them.  By the time my salesperson became aware of the cap and informed me, two phones had not been moved over yet which I had paid $700+ to ATT for. I was told multiple times in my local store that this wasn't going to be a long-term issue even though it ended up being one. The kicker is, even if you could pay for the phones outright the promotions only exist to get you on the 24-month plan. Except they can't actually offer that to all your lines. So, the promotions you see may be false advertising depending on what you are trying to bring over. Is it in the small print? I would ask the Comcast employees that question I bet they don't know and I sure didn't.

2) There's some kind of issue with whatever 3rd party service that Comcast is using for the trade in "coupons". You will be informed that a coupon will be emailed to you at a later date. Mine never came for the one phone, and even executive customer service has said there is no record of the salesperson attaching that promotion to my transaction. That's $1,000+ in phone payoffs I lost. This seems to be an issue many people are having reading these forums.

3) Salespeople and Customer service reps are probably doing their best. I feel bad for the in-store reps especially watching them work with 3-4 people waiting for their assistance. But the fact of the matter is they don't actually have the tools or information to make all the moving parts of Comcast mobile work. During my 6 line family port over one of the lines was accidentally switched between family members. That took hours to resolve between ATT and Comcast. Eventually, we moved all the lines over with several getting 0 promotions for switching to Comcast. For the next several months, I tried upgrading the remaining phones with Comcast and was told a variety of issues were blocking that depending on who I spoke to. Most of the time I had to lead the customer service agent down the correct path (trade in cap). I was told that promotions would remain available if I waited that in fact did not remain available. I even had one rep place an order for a new phone that somehow just disappeared and never was fulfilled.

I have gone all the way to executive level support and still have not been able to have a straightforward conversation about Comcast Mobile service and the mistakes that have been made. I've never been this frustrated with an experience with a company before.