Hello Comcast,
Last friday I saw your new XR15 remote online. Loved the design and called to order 4 for my home. The customer service rep placed the order. On Monday, not only did I receive only 3 remotes, they were the older models (1 of which weren't even a voice remote). I called again and was forwarded to several departments before being told I would have to drive to a local comcast store to pick up my remotes. I was told I was on a priority list and told they indeed had 4 XR15 remotes. This was a blatant lie. When I arrive at the local store (XFINITY @ Snellville, GA) the employees laughed at me and said "I don't know who told you that lie." I asked how am I supposed to get these remotes and expressed my confusion on why I was being lied to and why Comcast has made it so difficult. They provided no help or clarity. I called again and was sent to Customer Solutions whom did not resolve the issue either. I was told that I was pretty much out of luck. (Btw most of the reps didn't even know what I was talking about, please train them on new equiptment)
These remotes look very nice and I was very excited to receive them, however this experience with has been AWFUL. I was told my boxes were compatible and I should be able to receive these remotes. Please advise!!
UPDATE: I reached out again today and my experience grows worse! The online chat representative literally cut off my internet mid chat to avoid resolving the problem!! Please see the attached transcript.
UPDATE #2: I called again and the customer rep informed me she left notes on the order for 4 XR15 remotes in ALL CAPS on the order form. I recieved my package today that was completely EMPTY. She specifically wrote on the order form that if XR15 were not avaible to NOT ship a package. I've been informed that these remotes are not able to be selected by customer service representatives. Comcast Corporate, please train and assist your representatives on these matters ASAP to avaoid customer dissatifaction and frustration!!!
