Let me start of by saying that I am in tech support and very busy. This is going to be a long post and for me to take the time out of my day to document this means I am pretty dissappointed to say the least. My complaint is two-fold - the experience I had with the call center tonight and my initial experience a few weeks ago and not getting what was represented
Lets start with my call tonight starting at around 5:30 pm PST - I most likely ended up with the overseas call center for Billing as my complaint is bill related and directly a result of my call a few weeks ago to customer loyalty as I had hit the end of my two year discounted plan. I explained to her my issue (will go into that below) and that I needed to speak customer loyalty as what I had been told I would be getting was nowhere near what I have recieved. The call was progressing very slowly and she was a lot smarter than she pretended to be but since I was stuck in traffic I decided to stick the call out. This is the the third call I have made as previous calls took too long or I had to take an incoming service call.
She finally transferred me to someone about 15 minutes later and I explained the below listed issue, I didnt raise my voice and I wasnt rude to the rep. He told me he couldn't give me credit and that I didnt have to accept the equipment - rather flatly.
Me: "could you please escalate this call? I would like to speak to a Supervisor"
Me: "i'm sorry, what?"
Rep: "why do you want to speak to a supervisor?
Me: ...... ( I really didnt know what to say at that point)
Me: "because I asked you to escalate the call and I would like to speak to somoene who can possibly adjust the charges. I spoke to someone Friday night who was willing to work something out but then I found out that my channel lineup had also been changed and I ran out of time on the call. I told him I would have to call back today"
Rep: "I dont know why he told you that and I dont see anything in the notes, we cant give you a rebate, you ordered the equipment, you didnt have to accept it"
Me: "what was your name again?"
Rep: " I told you at the beginning of the call"
Me: "sorry I wasn't paying attaention, what was your name?"
Me: " Peter please escalate me to a supervisor"
Did not achieve the desired results after explaining the below situation - again. Supervisor offered me movie coupons and I told him thats not what I am looking for . He said he would be sending them anyway.
Here is issue I called about
I have been with Comcast over 10 years and once again hit the end of a 2 year discounted package. About 10 days ago I called into customer loyalty to get my bill lowered. I spoke to rep who told me that she could lower my bill if I signed up for Home Secure as I already have X-Fi ,TV and Phone. I am going to be very detailed now as I wrote this down and my questions were very specific being I have had Xfinity's alarm system a few years back at a previous address.
Me : "I do tech support for work. Can I do a self install on your system, as I had it before and it required a second router and the end user had no access to this."
Rep: "There is a $99 installation fee but we can waive that on a self install."
Me: " I asked her again, are you sure I can do a self installation as this was required to have a tech do a few years ago when you contracted with Prince Telecom, they had to perform the initial installation"
Rep: " oh no it doesnt require a tech any more as it doesnt use a second router, just your Xfinity modem".
Me: "Great, I allready have an inactive alarm system that I have still installed. All of the wireless door and window sensors as well as a smoke detector and 3 motions sensors. They are all embedded in my doors / hidden The door locks on my house are also Zwave and/ or Zigbee. Are these devices compatible with your system and can I install them myself?"
I asked this question 3 or 4 times, and she told me yes that all of my devices could be self installed. Not just the door locks but the door and window sensors themselves. I was very specific in this area.
When it came to the recorded agreement - it mentioned the $99 install - I interupted the recording and asked her - The recorded agreement says I have to pay a $99 install fee ? She came on the line and told me "dont worrry about that we will be waiving that on your bill."
None of this was true - the door and window sensors / fire sensors are required to be installed by the technician and he is not allowed to use anything outside of Comcasts equipment / compatible or not. Door locks and home automation devices can be self installed but not the system devices
The tech that came to install was courteous and I do not fault him. I do fault myself for not researching Xfinity system more thoroughly but I expected Customer Loyalty to be truthful about what I was getting into, after all these are not day 1 support people. This department staff are the knowledgeable ones who keep you from disconnecting your service and have been with the company a while usually.
And on top of that I asked if I was going to lose any of my existing channels and she assured me that I would not. Now apparently I have the starter package and I had all the premium ones before
I am going to try calling in one more time during normal business hours (PST) and see what can be done but at this point I am about ready to have the entire service removed after tonights call.
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More information about the sensors is displayed on the mobile app (signal strength, battery, temp, etc) but I agree with you I would like to see more diagnostic info on the touchscreen otherwise it's more or less a clock/paperweight
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