Comcast / lied about cost - bait and switch
I have been a Comcast customer for 10+ years. I have called a few times over the years to see what deals were available. Most recently we decided to add digital voice service as we already have tv and internet through Comcast. I called and spoke with someone in sales and we went over our current service and compared what our bill would be like under different options. We were looking at a Triple Play package with lower internet speed and were told that if we took that package our two DVRs that are included at no charge in our current service package would not be included but that if we opted for the more expensive premiere triple play that the two DVRs would be included along with a year of all premium channels for 179/mth. We decided to go for it and the installation was completed that week for the digital phone. While the tech was here he called Comcast and tested both of our DVRs with them over the phone, I signed the work order provided by Comcast that listed the serial numbers for both DVRs. About a week later my bedroom DVR stops working.
I contacted Comcast customer support. I ended up spending two hours on the phone and spoke to two tech support people, one was a lvl 1 and the other was his 'Floor supervisor' named Cara. The lvl 1 began by telling me that he only sees one DVR on my account and that this one must have been turned off as a result (remeber, the serials are both on my work order from a week ago so this is utter BS) and that it will cost me $15/mth on top of the 179 if I want him to reactivate this for me. So I press and ask to speak to a supervisor, before transferring me the level 1 asks to confirm my phone number and reads me my old phone # that was just replaced by Comcast. I expressed my amazement that he would not know the phone number that his own company just installed for me and that the automated voice in the call menu just identified when I navigated the menus on their phone system. I think I made him mad after holding for a few minutes his supervisor 'Cara' came on the line and started off by explaining that she apologizes but that there is nothing they can do about the charge but she can wave it for 2 months. I explained our conversation with the sales person and that we took her at her word in what is essentially a verbal contract and all that a customer has when adding service, when she said that the new bill would only be 179. Cara told me that this was a 'Sales Technique' and that she apologizes but that there is nothing more she can do. I couldn't believe my ears! She pretty much implicated Comcast as using 'Bait and Switch' as a 'Sales Technique'. I admit that I lost my cool and started to tell her to cancel everything, but instead I told her that I would need to call back and speak to someone that 'has a clue'.
Then I waited 30 minutes and called back and talked to a billing rep and his "Sr. Acct. Mgr" named Juanita. Ironically while I was talking to the Billing Rep the other line on my phone rang and it showed as Comcast calling me! I decided to let them leave me a message as I was pretty sure it would be the girl without a clue. I checked after my call and it turned out to be Cara's supervisor 'Stephanie who even in her voicemail sounded condescending but was clearly in either 'Damage Control' mode or call back and make her self sound tough in front of her employee mode. Either way I have no interest in talking to her as I was able to have the Billing rep get me to Juanita the 'Sr. Acct. Mgr'. Juanita as with the previous three began by telling me that she is sorry but that she can't credit an entire 2nd DVR for the 12 month introductory period to make it so that all comes out to 179 as promised. Instead she first stonewalled, second offered 6 mths at $6/mth for the 2nd DVR, third upon further debate added $35 credit which would end up making the 2nd DVR free for 6 mths rather than 12.
Now some of you may think this is a good deal, and if the sales person in the first place had pitched this we probably would have accepted, but I feel that because of the sales person specifically stating that we had to go with this high end package to keep our two DVRs free that this is a matter of principal. We based our decision on this pitch and now I am being told that they are going to 'Do me a favor' and only charge me $6 for 6mths for the box.
I explained to Juanita that she can't make it so that Comcast lives up to the verbal contract from the sales person, I have no reason to expect that she will live up to what she is promising me on this call and that as a result I am not interested and that I will return the second DVR, explore Dish, DSL and other VOIP and once I find other service in the next week or two I will cancel all Comcast service. In concluding the call I asked if she can provide me with an e-mail or name of someone higher up in the organization that I can give some exit feedback to and ask that they review all the recordings from my experience to better understand why I am cancelling. She told me that she would have someone contact me in 24 to 48 hours so that I can give them feedback. I've already priced out alternatives and even though the internet connection will be slower it will still be cheaper and I can get multiple boxes for free.
I am amazed that over a 15/mth dvr charge that was omitted as result of their own error, Comcast is willing to lose not only the 179/mth I would spend for the first 12 months but also the 200/mth x 12 mths ($2400/yr) that I was willing to pay them.
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