On 2/12/2018 I received a letter from xfinity which stated: "You're a valued Xfinity customer and we want to share this special offer with you. Upgrade now to the Preferred XF Double Play. Enjoy TV like never before with Xfinity." The offer states that it costs $89.99 per month for 2 years with a 2 year term agreement. The letter also stated call today and get a $50 Visa Prepaid Card!
I called customer service on 2/12/2018 to upgrade my service from internet only to the Preferred XF Double Play so I could add tv to my service. The agent on the line could not find the offer for the prepaid gift card for $50, but I still ordered the package that was offered in the letter because the agent told me to call back customer service to inquire about the $50 card. This order included a $60 installation fee which this $50 visa card could offset.
On 2/13/2018 I called customer service and spoke with a representative about this offer. She put me on hold and spoke with the customer relations department. She came back and told me this offer wasn't valid anymore. I then stated to her, "so the offer that Xfinity mailed to me which stated that it was valid till April 15th, 2018 isn't valid anymore?" She replied, "No I'm not saying that". Then she spoke with customer relations again. This time she came back and stated this offer is only good for new customers." I told her the letter started off with, "Dear Jeffrey Laskowski, You're a valued customer" and that it also stated "upgrade now". She laughed and said there is nothing she could do about it. I offered to scan the letter and email it to her. She said that wouldn't change anything. I informed her that I was making a complaint to the Better Business Bureau and she just laughed again. She probably knew that wouldn't do anything also.
I'm sure this letter about a non-valid offer went out, bulk mail, to thousands of customers to get them to call in and upgrade there service. I included a copy of the letter with my personal info blocked out in the upper left hand corner.
What does the reverse side with the details and restrictions say?
I just attached the back of the letter. At the bottom in small writing it states "for new residental customers only", which contradicts the front of the letter. The front states I am a valued Xfinity customer and that I could upgrade to XF Double Play for this offer to get the $50 Visa card. Pretty bad tactics to get customers to call in. I guess it doesn't matter what's on the front of the letter, as long as they retract the offer in small writting on the back. They could have offered me $10,000 dollars on the front with big fancey lettering and photos, but the back would just say in small writting this offer is not valid. Lol.
I know it's only $50 lost, but it's the way the representative kept on giving me excuses not to give me the $50 Visa card and then laughed about it. I'm guessing it's there job to sell the product and get out of giving the $50 Visa card out.
I guess it’s time to switch to Frontier.
I filed a complaint with the BBB for the false advertising. Someone from the Comcast Regulatory Compliance Team contacted me and I sent them a copy of the letter.
Let's see what happens next.
Good luck. There are two different places on the offer itself that specifically tells you to see the reverse side for details, restrictions, pricing and other information. Lots of advertisements carry that notice, and on television for car ads that teeny teeny tiny print at the bottom of the screen that goes by so very quickly gives the same kind of details and restrictions. And no, it's not a bait and switch scheme, which is something entirely different from this, and it's not false advertising because it carries the disclaimer.
Yes, I'm interested in how this will turn out, too.
The Comcast Regulatory Compiance Specialist reviewed the flyer and sent me this:
"Thanks for getting back to us with the information we have requested. My name is Alexa and I am assisting Artus with this investigation. I reviewed the flyer and it appears this offer is something you would qualify for. I have reached out to our marketing team to research this further. Our flyers do state, the offers are for new customer’s only. However, this sometimes means a new line a service. Since you are upgrading to add TV service, this offer would pertain to you.
I apologize you had difficulties with taking advantage of this offer. As soon as we have additional information, I will follow up with you."
I just can't believe I couldn't resolve this with Comcast customer service to begin with and go through all of this hassle. I just think it is a training issue to let customer representatives know that adding a new service (in my case TV) to an existing account would qualify people as a new customer. The letter clearly stated that I was a customer and an upgrade would qualify me. The multiple representatives I spoke with also knew that I was adding TV service.
I'm sure this is happening to a lot of customers out there, but they just didn't go the length I did to resolve it. It does fit false advertisement if Comcast does this to customers who received this offer. FALSE ADVERTISEMENT: the crime or tort of publishing, broadcasting, or otherwise publicly distributing an advertisement that contains an untrue, misleading, or deceptive representation or statement which was made knowingly or recklessly and with the intent to promote the sale of property, goods, or services to the public.
The teeny tiny letters on the back of the letter could give you further details or restriction, but it can't contradict the main offer on the advertisement itself. If that were true then you would see all kinds of crazy offers from companies on advertisements to get people to call in, to only find out the teeny tiny letters on the back make the offer not valid.