I had just gotten my cable and was able to see all my channels except for one. Called tech support and was told that a tech would have to be sent out. The tech came out and replaced a filter in the big cable box that's outside on the street. Then today i just found out that I was charged $28.
so I called Comcast and informed them that I shouldn't have to pay for that $28 because it resulted from a Comcast equipment failure and that it's part of their customer guarantee. The rep was unwilling to remove it at first and told me she could only lower it to $14. I then told her about the customer guarantee and she had the guts to tell me that such a thing is NOT part of the customer guarantee.
After a long conversation on the phone, she finally said she'd remove it but she insisted that she was doing me a FAVOR and they would never remove any charges from my bill again. I can almost guarantee that the charge will reappear on the next months' bill. What happened to Comcast's customer guarantee? It's clearly spelled out on their front page and now they won't honor it? The rep then went on to tell me that i'd ALWAYS be charged a service call regardless of whose fault it is. Why should I pay an additional fee for them to maintain their own equipment?
This is not the first time I've heard of this and has happened to many of my friends and family. I'm so fed up with the deceptive Comcast practice and the fact they seem to be getting away with it. Is there anything I can do to make sure it's truly removed from my bill ??
You are correct.
We will resolve routine issues in one visit or we'll credit you $20 or give you a free premium channel for three months.
After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue, we will credit you $20 or give you a free premium channel for three months. Additionally, we won’t charge you for a service visit that results from a Comcast equipment or network problem.
When you receive your next bill, post back if the charges have not been removed.
Here is the link to the full Comcast Guarantee
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Yes. I'll most certainly keep you guys updated. the next bill comes out this Sat. this is really fraustrating. the rep had the guts to tell me that this is just how Comcast is and we will ALWAYS get charged regardless.
You state that Comcast does not charge for tech visits that turn out to be Comcast equipment or network issues, but this is a complete misnomer. I was advised by a Comcast representative that Comcast always charges for service calls. In my particular instance, I utilized the number on my bill to contact a technician. He ran some tests a determined that my line was dropping. He advised me that a technician service call should be scheduled; which I arranged. The technician came to my home and replaced some equipment at the box outside. This was Comcast's equipment; nonetheless, I was charged $39.95. If this is not a standard practice then your billing representatives should be advised accordingly. The representative also informed me that the technican conducting the visit determines the application of charges and this cannot be changed. I hope that the technician does not get some financial remuneration based upon whether charges are passed through to the customer or not. If this is the case then this establishes a situation where a conflict of interest resides on the part of the technician. I am very displeased with this practice and feel as though as a customer these charges are invalid.
They are definately invalid and I am upset that we see this problem reported here so frequently. The Customer Guarantee clearly states that they will not charge you for a service call if the problem lies in the network or their equipment. So if a rep told me they would not refund it, I would politely remind the rep of guarantee #3 and that if they don't issue the credit I will be reporting them to the corporate office for violating the Corporate policy. The customers should not have to beg for a credit they are entitled too.
@cherylol wrote:You state that Comcast does not charge for tech visits that turn out to be Comcast equipment or network issues, but this is a complete misnomer. I was advised by a Comcast representative that Comcast always charges for service calls. In my particular instance, I utilized the number on my bill to contact a technician. He ran some tests a determined that my line was dropping. He advised me that a technician service call should be scheduled; which I arranged. The technician came to my home and replaced some equipment at the box outside. This was Comcast's equipment; nonetheless, I was charged $39.95. If this is not a standard practice then your billing representatives should be advised accordingly. The representative also informed me that the technican conducting the visit determines the application of charges and this cannot be changed. I hope that the technician does not get some financial remuneration based upon whether charges are passed through to the customer or not. If this is the case then this establishes a situation where a conflict of interest resides on the part of the technician. I am very displeased with this practice and feel as though as a customer these charges are invalid.
I had this issue last month, i moved in toa new apt. Comcast was having some equipment issue outside and the tech guy fixed it. When i checked my bill today i was charged $70. when i checked with the customer support they said they always charge for this kind of visit
This is ridiculous, i was charged for some faulty hardware on street.
Hi Swapnil -
I show that you were assisted by one of our representatives earlier today. Has your billing issue been resolved? Let me know if you need any further assistance.
Hello all,
I had called comcast to ask them to fix the cable line in my apartment. They told me that they'll send someone and did not tell me that it will cost me money. It was their responsibility to fix it or at least tell me that it will cost me. They took away all my options and left me with a $74.00 charge.
What should be done?
Thanks
Saloni
I am going to contact the BBB since I was charged 150 for them putting in a new line which they did npt do and I being called a liar since the technician gave me paper work to sign and I thought i was signing for work he did. My bill is 541 and I have had comcast for 1 month.
Join the club. I started with comcast almost exactly a year ago. I tried to do the self-install and it failed so a Tech had to come out and basically flip a switch so to speak (which was only off because the previous tennants didn't pay the bills) but they told me there would be no charge. After I was set up I found I was charged like 130 bucks for this "service" call. When I reached out to comcast they said there was no way to reverse it and instead offered me blast internet for a full year at no additional charge. I was ok with this as I had been without internet for a month at this time anyway and just wanted to move on.
Fast forward a year and here I am getting overbilled and charged for equipment I don't even have anymore.
The ironic thing is up until today I have actually defended comcast when all my friends and family would talk about how much they hate this company. I always said "The support really isn't that bad and the internet speed is worth the price" Well now i feel like the fool because like everyone else I'm now searching around for other internet options and thinking about just getting dish or directtv for football season.
This is weak. How can such a huge company fail so much on just the billing aspect of things? You can walk in and basically get any equipment you want without paying a dime but as soon as you try to modify your service things starts going wrong and you end up being over billed.
June 2016 and Comcast is still charging $70 for trouble shooting service calls. I pay nearly $300 per month for a bundled service and the internet has been terrible. I get shut down at least twice a day or more. I've called out several technicians over the last 3 years who always find an issue with Comcast equipment or the way it was set up by the previous technician and repair/replace it. Why should I have to pay for equipment or technician errors that I have no control over? ATT and other phone companies DON'T CHARGE if the problem is due to their equipment. I was offered a refund on the lastest charge and told that I can sign up for equipment protection for $4.95 per month. Huh? Seriously considering dropping Scamcast.
Hello dt10,
I apologize for any inconvenience this issue may have caused you. Please keep in mind that as with any service call, there is a possibility that you will incur a charge for having a technician come to your home to fix or replace your equipment. For your peace of mind, we offer the Service Protection Plan (SPP), which ensures that any service calls regarding customer education or customer equipment will be free of charge. For more information about our service protection plan you can visit http://www.comcast.com/spp/terms.html.
I have credited your account for the trouble call. The credit will appear on your next statement that prints under the Other Charges and Credits section. If you have any further questions or concerns, please do not hesitate to reach back out to us.
You act as if you are doing the customer a favor with your support plan, but it is $60/yr to have this. You aren't doing anyone a service except your wallet.
JdhCA23,
I apologize for any inconvenience this has caused you. I have sent you a private message to further assist you. You can click on my name ComcastDevion and click on "Private Message Me”.
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To open a PM to read it, double click on the envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.
Hey there. Very similar story in September 2016. Got internet with a self-install kit. I connected everything, no signal. Call support. We do this and that (basically tried 3 different outlets). No luck. So support rep suggests that they dispatch a technician to fix it. Technician comes along, does something. Not with my modem, not with the way I connected it to the wall (c'mon, what could be done wrong there?). So to me it looks like he fixed his (comcast) equipment. He went to the distribution panel and did something there... Patched cables? I don't know, and I don't care. Bottom-line -- it wasn't a problem with my equipment. What's the end of the story? Yeah, you guessed it right -- I was charged $80. Very upsetting...
Hi Eugenedz,
I see that the professional installation was $79.99, however; you received a $20 discount. This brought the professional installation cost to $59.99. Please keep in mind that an unsuccessful self-installation is when a customer has received the Self-Installation Kit and experiences issues when attempting to connect the equipment or activate the service. This will require a professional install. This triggers a possible professional installation charge. If the technician determines the issue is a Comcast issue, the technician will waive any associated fees. When the representative scheduled the appointment, you should have been made aware of the potential service charges. Please let me know if you have any further questions or concerns.
Hi Alexis, thanks for reply.
Yes, I do have questions.
1. How do you define "unsuccessful self-installation". In my opinion it was successfull -- I was able to follow all the instructions precisely. All my equipment is fully functional. Why would a customer hold responsibility for repairing comcast equipment?
2. "If the technician determines the issue is a Comcast issue, the technician will waive any associated fees". Will he? How do I know it? Do you have a log of the procedures he performed? He definitely did not do anything to my modem. As someone mentioned in this thread there is a clear conflict of interests on the technician's part. He is not interested in waiving any fees even if the problem was indeed on the comcast side. So again, if there isn't a documented work log, then sorry, but I am experiencing trust issues.
3. "When the representative scheduled the appointment, you should have been made aware of the potential service charges.". Well, I wasn't.
Thanks!
Eugenedz,
An unsuccessful self-installation is when a customer has received the Self-Installation Kit and experiences issues when attempting to connect the equipment or activate a service. Our technicians document the account with the fixes that he/she have completed for the work order and will inform the customer if a charge will be applied or not. Since you were not informed of the charge, I have applied a credit for the professional install. Please allow 1-2 billing cycles for the credit to reflect on your billing statements.
Alexis, thanks for resolving the problem.
Hello vanderbeek,
I apologize for this situation and for the customer service experience you have described. I can confirm the credit was properly applied. I can also see the root cause of this issue. When the trouble call was scheduled, the agent you spoke to incorrectly scheduled it as an installation, which is always chargeable. If the agent would have correctly scheduled a trouble call, you would not have been charged at all, under the conditions that you explained. Please let me know if there is anything else I can do to assist you.
YES THEY ARE SHADY!!! HAVE THE NERVE NOT TO RESOLVE NETWORK BOX AND OUTDATED BOX CREDIT 20.00 BUT CHARGED ME 74..00 EACH VISIT! THEY SHOULD BE SUED CLASS ACTION STYLE!!!!! THEY'RE ALREADY MONOPOLIZING THE MARKET WITH THEIR OVER PRIVED PLANS THAT COME WITH LOWER THAN LOW CUSTOMER SERVICE!!!!
I FORGOT TO MENTION THEY FORGET TO MENTION THE CHARGE LIKE SOME SNEAKY OVER BILLING CROOKS!!!!!
moving to new thread for assistance
Antoniobcastro, I'd like to look into your billing concerns. Please send me a private message (Click ComcastKenF and then click Private Message Me) with your account address and full name for assistance.
This is still an ongoing issue! I had a problem with my cable and called the customer assistance line. She was unable to resolve the issue and scheduled a service appointment. The service technician comes and there is a problem with the outside setup from previous installations and he informed me that since this was an issue with the equipment and not user error that there would be no charge for the visit. Then I get my bill a month later and they charge me $70 for the visit!
I just was given the run around by the online chat service saying that it's a valid charge and they cannot remove it from my account. THIS is why so many people dump cable and cut cords. It's completely appaling the way Comcast operates and expects people to just pay for issues that are not their fault. I'm paying for a service. You cannot provide that service, then it is the company's responsibility to effectively provide the service they are paid for, barring user mistreatment and error. I'm so fed up with this.
Hello gschell79, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you