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Was informed that $60 tech visit wouldn't be charged

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Was informed that $60 tech visit wouldn't be charged

Hi—

I replaced my cable box at a local Xfinity store on Dec. 31 due to a firmware issue. I connected the new cable box to my TV and called Comcast to initialize it; however, the Comcast Rep was unsuccessful. The Rep suggested that I return it to the local Xfinity store and get another box. So I drove back to the Xfinity store on January 2nd and exchanged the cable box a second time. A Comcast REP still could not initialize the box. 

 

The Rep stated that an appointment is necessary with a technician. Moreover, the Rep informed me that no fees would apply if the problem is due to a Comcast technical issue. (In other words, if this has nothing to do with my equipment or premise equipment, wiring, self-installation, etc., then charges to my account will not apply.)  A technician arrived on Friday, January 5th and fixed the box - which was due to a Comcast technical issue. I shouldn't have been charged $60.00 to my account. All Comcast has to do is say "I'm sorry, we will fix this!" That's it. 

 

 

 

All the best,

Kevin

Official Employee

Re: Was informed that $60 tech visit wouldn't be charged

 

kgriff920, I'll take a look into your tech visit charge. 

 

Please send me your full name and phone number via private message for help. 

 

KenF

Official Employee

Re: Was informed that $60 tech visit wouldn't be charged

kgriff920, nice talking to you! Glad we were able to resolve that improper charge. Post again if you need anything else. 

 

KenF

New Poster

Re: Was informed that $60 tech visit wouldn't be charged

This exact thing happened to me. I tried calling customer service and all they kept saying was "we provided a service and you have to pay for it. We are only charging you $60 but it costs us $150 to send someone out." Same tune from a supervisor. What's worse is my bill had an extra STB on it and I was charged for S&H when I was told that would be waved (first box sent didn't work and and had to return to the store. The store was shocked I was sent such an old box). Customer service agreed to take those two off but wont budge on the tech fee. I asked a rep multiple times if I would be charged, and I was told only if I was doing something wrong with the self install. Since it wasn't on my end, I'm pretty upset I'm being charged. I was expecting a $40 bill and opened a $155 bill today.
Official Employee

Re: Was informed that $60 tech visit wouldn't be charged

Hello @Alex6016. I can assist with reviewing the technician visit fee, and S&H you were charged. Please send me a private message and include your full name, service address, and account number so I can access your account.