Xfinity owes me money

[rdheller]

Here’s the issue.

Comcast changed their system resulting in their system no longer being compatible with the equipment Comcast rented to us. 

When we complained, Comcast representatives told us that they were working on it.  Several days later, they were still “working on” it, but said they would get back to us.  They didn’t. 

At this point, I called customer service and we started working through the problem.  After the seventh time of shutting down and rebooting our entire system. . . computers, modem, TV, tv boxes, and the like, the tech service representatives realized that “maybe the issue was on their end.”  At this point, I suggested that they get someone involved who could fix the problem.  I was growing a little frustrated.  When they said that the next appointment would be a week later, they suggested that we work through the problem together.  I noted that I was a consultant and charge for my services. . . $200 per hour. 

There was no argument on their part.

$700 later (3 ½ hours) the problem still wasn’t fixed.  I had replaced all the now obsolete equipment and so it should have been a simple thing setting it up.  Unfortunately, whether it was the incompetence of the tech service people, they said I needed more parts, but it would take several days.  When I mentioned that they could Uber it over in an hour, they agreed. 

Next, they transferred me to customer service to work out the payment of the bill.  My expectation was to have it settled.  Customer service said they would respond to me by the end of the week.  The employee I spoke with didn’t have the authority to authorize a $700 bill.  I let her know that if she not responds, and I had to call back, there would be more $200 charges for each added contact that remained unresolved.  She understood.

She did not call back.

Instead, the following week, two things happened.  The missing part showed up, UPS Ground service and I received another call from customer service.  I asked whether he had the authority to settle, now a $900 bill and he said his authorization limit was only $50.  He transferred me to his supervisor who said he wasn’t in such a position to authorize the payment.  I noted that he was wasting his time and mine. . . cha-ching! $200.  That brought the bill to $1100.  This group seemed to be an out-sourced group who wasn’t sure if they were Comcast employees or merely a call center service provider.  He noted that he would send in the request for authorization.  It was another waste of time.  Again, following an apparent Comcast script, he said I would get a call back from someone who could make the decision.  - And, again, no response, so I'm going this route: Cha-ching! $200.

The issue is clear.                

• Comcast was unable to provide the services agreed to
• Comcast did not have the technical resources to fix the problem
• Comcast agreed to use my technical service skills to fix their problem
• Comcast regularly pays for technical services
• Comcast recognizes that they owe me the money

At this point, my choices are clear:

1. I am asking Comcast to send me a check for $1300 or append my account with a $1300 credit
2. Failing that Comcast can respond to this letter via the BBB
3. Failing that, Comcast can respond to the letter via the FCC.

Best Regards,

Richard Heller

[Again]

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@rdheller wrote:

Here’s the issue.

Comcast changed their system resulting in their system no longer being compatible with the equipment Comcast rented to us. 

When we complained, Comcast representatives told us that they were working on it.  Several days later, they were still “working on” it, but said they would get back to us.  They didn’t. 

At this point, I called customer service and we started working through the problem.  After the seventh time of shutting down and rebooting our entire system. . . computers, modem, TV, tv boxes, and the like, the tech service representatives realized that “maybe the issue was on their end.”  At this point, I suggested that they get someone involved who could fix the problem.  I was growing a little frustrated.  When they said that the next appointment would be a week later, they suggested that we work through the problem together.  I noted that I was a consultant and charge for my services. . . $200 per hour. 

There was no argument on their part.

$700 later (3 ½ hours) the problem still wasn’t fixed.  I had replaced all the now obsolete equipment and so it should have been a simple thing setting it up.  Unfortunately, whether it was the incompetence of the tech service people, they said I needed more parts, but it would take several days.  When I mentioned that they could Uber it over in an hour, they agreed. 

Next, they transferred me to customer service to work out the payment of the bill.  My expectation was to have it settled.  Customer service said they would respond to me by the end of the week.  The employee I spoke with didn’t have the authority to authorize a $700 bill.  I let her know that if she not responds, and I had to call back, there would be more $200 charges for each added contact that remained unresolved.  She understood.

She did not call back.

Instead, the following week, two things happened.  The missing part showed up, UPS Ground service and I received another call from customer service.  I asked whether he had the authority to settle, now a $900 bill and he said his authorization limit was only $50.  He transferred me to his supervisor who said he wasn’t in such a position to authorize the payment.  I noted that he was wasting his time and mine. . . cha-ching! $200.  That brought the bill to $1100.  This group seemed to be an out-sourced group who wasn’t sure if they were Comcast employees or merely a call center service provider.  He noted that he would send in the request for authorization.  It was another waste of time.  Again, following an apparent Comcast script, he said I would get a call back from someone who could make the decision.  - And, again, no response, so I'm going this route: Cha-ching! $200.

The issue is clear.                

• Comcast was unable to provide the services agreed to
• Comcast did not have the technical resources to fix the problem
• Comcast agreed to use my technical service skills to fix their problem
• Comcast regularly pays for technical services
• Comcast recognizes that they owe me the money

At this point, my choices are clear:

1. I am asking Comcast to send me a check for $1300 or append my account with a $1300 credit
2. Failing that Comcast can respond to this letter via the BBB
3. Failing that, Comcast can respond to the letter via the FCC.

Best Regards,

Richard Heller

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Unless you signed a contract with Comcast to be their technician for your problem you're most likely not going to be paid and neither the BBB or FCC can change that fact.  No one you spoke with had the authority to "hire" you, nor to accept what you "charged".  And going to court probably won't help, either, unless you opted out of the arbitration clause when you accepted service.  Regardless of how it was done, in the end your service was fixed.

[BruceW]

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@Again wrote: ... going to court probably won't help, either, unless you opted out of the arbitration clause ...

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Paragraph 13f of https://www.xfinity.com/Corporate/Customers/Policies/SubscriberAgreement says:

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Right to Sue in Small Claims Court: Notwithstanding anything in this Arbitration Provision to the contrary, either you or we may elect to have an action heard in a small claims court in the area where you receive(d) Service(s) from us if the claim is not aggregated with the claim of any other person and if the amount in controversy is properly within the jurisdiction of the small claims court.

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[rdheller]

Thank you for proving my point.  You claim that you are not an employee, so Comcast is using your expertise for free. . . not paying you. . . to handle situations they are either not competent to handle or don't want to waste their time on.  Just another example of them expecting customers to handle Comcast problems.  When you tire of being ripped off by them, let me know and I'll remind you that their business plan is to expect customers to take care of Comcast problems at the customers' expense.   This is by far the first time I've experienced Comcast ineptitude, which is why I developed my business plan.

And, my business plan is simple.  I provide a service and I get paid for it.  I let them know up front about my business plan.  Comcast employees accept my business plan without arguement and agree to continue working with me.   Remember, Comcast fiduciaries provide the instruction and context to their employees.  It's that simple.  

So, keep trying to defend the corrupt and thieving Comcast business plan.  You'll tire of it in time.  Assuming you are, as you say, not a Comcast employee.  However, I've heard others claim they were Comcast employees when they really weren't.  That's just another example of Comcast deceptive business practices.  In the meantime, I'll accept that you are allowing Comcast to use you as a foil.   Someday, you'll wake up.