It really isn't surprising to see such a long list of people who were stiffed on their iPods from last year's "promotion." It took an extensive amount of effort to get ours and here's the story.
Back in July 2010 we put in a call to get Comcast hooked up at a new residence. They were offering the Triple Play package with a free iPod Touch and we took it. Unfortunately it ended up requiring 6-7 phone calls and 4 service trips with 5 different techs to get everything installed over a month-long period. Beyond that, Comcast still sent the wrong boxes (non-HDDVR when we requested 2 HDDVR) which required a trip down to the local office to get them exchanged.
Unfortunately those boxes were also botched and needed replacement.
During this process we put in the over-the-phone confirmation for the iPod. However upon attempting confirmation that the iPod would be sent out in August, after the promotion had ended, we were told that our July purchase (well within the time frame of the promotion) was no longer eligible for the free iPod Touch. Bull.
So we kept calling back. Finally we got a second over-the-phone automated confirmation script to go through that would "ensure" the iPod's arrival. Again after another callback to confirm the order for the iPod not only was there no record of the transaction, but again we were exempt from the promotion entirely because of the timing of the call.
We tried every option available to figure out what happened. We escalated from basic tech to manager over and over again. Finally after a couple weeks, I think this was around mid-August, we had a breakthrough talking to an online customer support rep. who forwarded us to a more local California area manager. This was who we needed to talk to from the beginning.
She got everything straightened out including sending us one of the new 4th gen. iPod Touch models, got us brand new boxes shipped from the factory, and gave us her direct line to round out any other issues in the future.
I'm not saying Comcast tried to stiff us, but certain representatives of Comcast certainly tried to deliberately screw us over by having us jump through hoop after hoop.
So to those of you who haven't received your iPods from this promotion, my advice is to continue your pursuit -- most especially if they tell you that you are somehow ineligible for the promotion because it isn't in their records or that the promotion period has passed and they no longer have the authority. That person might not, but escalate high enough and you'll find the person who does.
From my years of experience with Comcast, the absolute worst thing you can do is let it go until someone contacts you. Be proactive and you'll have a better shot at getting what you were promised.
