I am beyond furious!
I have been a Comcast/Xfinity Internet and phone customer for years. I made the stupid mistake of switching my DishNetwork cable tv service to add it to Xfinity and have a “Triple Play” to save some money and get the latest equipment on TV, blablablah.
On the phone when adding the Cable TV service I was offered the Self Install OR the $60 Tech. Lady said since I had internet/phone it would not be difficult to self-install the cable boxes. Sunday I picked up the boxes but could not get them to work with an error message on the screen. After hours on the phone, and no TV (because I had cancelled DISH), and waiting on six or seven “messages to be sent to the boxes” nothing…I was told a Tech would need to come out, but not to worry, since I had the “Service Protection Plan” I would not be responsible for the $60 tech charge. I had to wait until Tuesday to get a Tech out to the house, who had to do rewiring and change the faulty box to get the service finally going after spending 7 hours in the house. That night I noticed that one of the boxes had issues – fading to black – “something they’ve never heard about before” at Xfinity, so they credited $13.23 for 3 days without service. But the misery is not over. I get my bill and lo and behold, there is a charge for $60 for the Professional Installation. I open a Chat – response “call 800 #”, I called the 800 number, and was told “there is nothing on the record about waiving the fee, so it is valid”. I explained about the faulty box/wiring, agent’s response “Self Install is a risky business, there are risks involved with a self-install”. I wasn’t warned about that, so I ask for a Manager. After, of course, a long wait, the Manager’s response “I understand you are disputing the $60 tech charge, and I’m sorry, it is a valid charge as we sent someone to your house”. I explained the circumstances, and next response was “initially when we sent you a text you said yes so you agreed to the terms and conditions that mentioned the charge, so the charge is valid” The text was with the work order with the option of self-install for free or $60 tech. I chose the self-install. Her answer “charge is valid” and she didn’t care the last Rep I spoke to the same day of the Self-install failure assured I would not have to pay it.
Do yourself a favor! DO NOT GET SELF-INSTALL, like that you KNOW you will be responsible for the $60 charge. OR EVEN BETTER, leave Xfinity!
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