Comcast apologized again for its service call and unreasonable charges after customer records phone conversation.
Tim Davis, the unhappy customer who had recorded his initial call with Comcast, uploaded a 14-minute video explaining his situation and showing parts of his conversation with a Comcast service call staff. Davis also posted on a forum Reddit with a headline of “Comcast charges me $182 for stuff that didn’t happen; Comcast agent, technician and supervisor all lie, then call it ‘negotiating.’”
Davis moved house and installed the comcast equipment himself. After the installation, he had some connectivity problems which he said he called the company and it said the problems were its fault. The staff also said a technician would be sent to fix the problems without any charges.
However, Davis said he was billed additional charges for the service. He then called the company again, and the supervisor insisted Davis’ self-installation was a fail. He then played his first call recording and proved the first Comcast representative did promise no charges.
After the second call, the $182 technician fee Davis was charged was waved. The supervisor said she also informed her manager about the first call recording.
“You’re telling me that if I didn’t have a recording of that call, you wouldn’t have been able to do it?” Davis asked.
“That is correct,” the supervisor replied.
CNET contacted Comcast about the matter and received a statement from the company.
“This is not the type of experience we want our customers to have, and we will reach out to Mr. Davis to apologize to him. Our policy is not to charge for service visits that are related to problems with our equipment or network. We are looking into this to understand what happened and why it happened,” Comcast wrote.
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