06-28-2012 05:49 PM
I recently moved and got set up with a new Comcast account. When I signed up for the account, I received a bag full of equipment, including cable boxes, a modem and self installations kits (which I guess consisted of instructions and a DVD). Unfortunately, when I tried to install it myself, I was not able to get everything working because the previous renter used a different cable provider. I called the Helpline and they walked me through all of the steps, however, we were still not able to get it working. So we decided to have someone sent out. I was under the impression that, when the guy came out, if it turned out to be an issue I should have been able to do myself I would be charged for it. If it was an issue that I could not fix myself and it required a technician, I would not be charged. The guy came out (arriving late after my appointment window) and got everything installed and I thought we were good to go.
When I received my first bill, I was shocked to see $40 in hidden charges that I was never told about for my self installation kits. First of all, I still have no idea why I was charged for a self installation kit. I talked to a couple of different representatives and the only conclusion I can come to is that I was charged $40 for instructions. Apparently, according to what I was told, Comcast charges every one of their customers to install the rented equipment themselves. So, in other words, I had to pay to do the work myself on equipment that's rental cost is included in my monthly service fees. So, the way I see it, I was charged to become a Comcast customer. Or if you are a glass-half-full kind of person, I was charged $40 for paper instructions and a DVD. Thanks.
Unfortunately, that was not the only hidden charge I received in the month I've had service. When I received my second bill, I was livid to find $57 more in hidden charges. This time it was for the technician to come to my house. I spoke with a representative on the phone and he stated that I was being charged for the technician's fee minus my self-installation charges because he had to come to my house. This contradicts everything I was told by the Helpline that I called when I requested the technician.
So now here I am, a customer for barely a month and have already received almost $100 in hidden charges. I'm researching other service providers in the area but was hoping to find resolution before I dropped Comcast. I have not had issues in the past but am EXTREMELY disappointed with this experience. Any suggestions? Is this how all customers are billed and treated?
07-04-2012 03:28 AM
If you did a self-installation, and there was no In-home service visit required, then you should not be charged Install Fee, or Service VIsit. I recommend contacting billing 1-800-266-2278 to correct this matter, if you haven't already done so. If the charges are invalid, they will gladly be removed.
*I am not posting in official capacity, this post is my own personal opinion.
07-04-2012 11:02 AM
So from what I know the self install kits still get charged to you to turn up the service at your home. Your not being charged for the instructions and the dvd you are being charged to turn on all your services. comcast probably did or could not convey that to you correctly they are bad at that.
Once you called for a tech visit that was a chargeable service fee as comcast had to roll out a truck with a body to get your services working because you could not. I would think that it would be pretty obvious that would not be free. If the issue was found to be a comcast fault then you can argue to them to refund the money but since you don't say what the actual problem was I don't know.
07-04-2012 05:25 PM
Bet somewhere in the fees is a activation fee. Also wouldn't be surprised if the fees for the Self Install Kits was for shipping/handling.
If I remember I have seen postings of people charged for that after picking up the SIKs at a local center.
07-06-2012 01:49 AM
As of April iirc there IS a 10.00 fee for new self-install kits. The only SIK you would not be charged for is a DTA, those are currently free of cost, there is no shipping fee for them either if they are mailed via CAE
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