HamrickAllen's profile

Regular Visitor

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3 Messages

Fri, Jul 31, 2020 8:00 PM

Unable to claim free Xfi pods - Support has been NO help.

First, this company's customer service is one of the worst I've ever seen.

I've spoken with 9 people all about the Xfi pods as part of my home WiFi assessment. I got the notice on the app that it was complete and I qualified for the free pods but nobody is able to help with the issue when something goes wrong. Someone even went as far as to provide me with a fake order number to get me off the phone, assuring me that the pods were on their way. Everyone I have spoke with sence tells me the order does not actually exist. But I digress, this is only partly about the horrid customer service provided by Xfinity.

 

I click the link, go to the Xfi pods page, and it acts like it's going to work and add them to my account. But, of course, it never does. It goes as far as "adding to account" and then errors out. I get error code DFPLN4000 in the URL and the message:

 

Temporarily unavailable

The product you’re interested in isn’t available for purchase at this time.

Get updates about Xfinity Home, Xfinity Cameras, and 24/7 Video Recording.

 

Looking around it seems I'm not the only one with this issue but somehow dispite this being a regular issue nobody seems to know what to do to fix it. Customer service says they will "return my calls" but never do.

 
So here we are. Who has a solution to this because I've tried everything I can think of. I'll take a viable solution or the name of a good laywer at this point, whatever gets me the equipment promised in the plan I am paying for.

Responses

sclawrenc

Frequent Visitor

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17 Messages

9 m ago

I am also experiencing the same thing.  I've tried from my computer and the app on my phone, but I still get the same error about being temporarily unavailble.  The funny thing is, if I try to buy them (instead of the free option I'm supposed to get), it seems to go all the way to last page where I need to confirm and submit.  Of course, I just didn't go throught with the order.  It seems like the "free" option is not working for me, but they are available if I want to buy them.  

 

Did you find anything out or have any eventual success?

 

Thanks.

Regular Visitor

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3 Messages

9 m ago

Sadly I have not, and when I've called for help with a solution I get nothing but rude agents and empty promises.

Frequent Visitor

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9 Messages

8 m ago

I've been through the same mess, with the same result. I got on a chat with a support person last night and she promised I'd get a call from someone in the "back office" who would resolve this for me, but I never got a call. After several days of hassling with Comcast, I'm waiting for my blood pressure to go back down before attempting again. It's no wonder why Comcast support is consistently rated the worst of any company.

Frequent Visitor

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9 Messages

8 m ago

I finally reached someone who was willing to help. I did it via the Support Chat, which I've done before without success, so this time was a fortunate "accident" I guess.

 

I make it clear how frustrating it's been, talking to multiple people by phone (some of whom simply said, "sorry, I wasn't trained on this"), chatting with multiple people on their chat lines, and visiting two different Xfinity stores -- all of which resulted in nothing but wasted time and higher blood pressure.

 

The person I just finished chatting with knew who to escalate the problem to, and within a few minutes confirmed my order with a specific reference number. Now I'm not going to get too excited until they show up at my front door, but this is encouraging.

 

My recommendation is to engage via chat, be specific about the error message and error number. Obviously not every chat agent is able or willing to help. Another tip - try doing this end the end of normal business hours (for me that was about 5:30 pm). The chat service isn't as busy then as it is during the daytime, but you also can't wait until later evening because the folks they have to escalate to will have gone home (ask me how I know this).

 

Good luck (to you, and to me, hoping I actually get them).

Frequent Visitor

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6 Messages

8 m ago

I sent a message to comcastcares on Twitter yesterday and they have already shipped me the pods.

Official Employee

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11 Messages

7 m ago

Hello @HamrickAllen 

 

I'm very sorry to hear about the experience you've had and the difficulty with getting your xFi pods sent to you. I'll be happy to look into this for you to get this resolved.  Would you mind sending me a direct message with your name, full street address, and account number?  

 

Thank you in advance. We look forward to hearing from you. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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3 Messages

7 m ago

@ComcastMike  I have the same issue, and support is of no help.  I can't figure out how to direct message you to get you my account and contact info.

Regular Visitor

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3 Messages

7 m ago

Figured it out

New Poster

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2 Messages

7 m ago

Could you help me get Xfi pods aswell, I cannot DM you. I dont see a message feature near my icon.

Regular Visitor

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3 Messages

7 m ago

try again, it finally processed for me today.  i was able to redeem the free pod

Official Employee

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11 Messages

7 m ago

Hello @bobthezebra

 

I'm glad you were able to redeem the offer for your free pod. We do apologize for the delay. With the large influx of people working and attending school from home, we've experienced some inventory issues with our pods in certain areas. 

 

 Our xFi Pods (2nd Generation) are more powerful and have better overall performance than the original xFi Pods. Fewer Pods are needed to cover the same area.

The newer Pods have a higher maximum throughput over WiFi connections and an additional ethernet port to hardwire your devices to the Pods.

 

One 2nd Generation xFi Pod is recommended for homes with three to four bedrooms and multiple stories. A set of two 2nd Generation xFi Pods is more appropriate for homes with more than five bedrooms and multiple stories.

These guidelines vary depending on the size of your home, the placement of your Gateway, and the home construction materials used.

Installing more Pods than necessary could impact your home WiFi speeds. If you should continue to have coverage issues, please reach out to me and I can assist. 

 

Thank You!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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