Like many before me, and I'm sure many after me, I must say that the X1 upgrade looked great! Comcast offered all premium channels, 105mbps internet, DVR, etc. for the same price I pay for the bundle I currently have. So I go through the online payment process until I came to the end telling me my total with free professional installation. I got totaled $207.95 (X1+Modem rental) once I clicked submit I had to talk with a chat representative who then told me that I would have to pay a $99.99 "upgrade fee" after arguing (nicely) about this fee for loyal existing customers the rep stated that they cannot waive this fee and so I canceled the order.
This is where people may want to pay attention. Being outraged with how this ethic of gouging loyal customers with a bait and switch I decided to file a BBB report of Comcast:
http://www.bbb.org/boston/business-reviews/television-cable-catv-and-satellite/comcast-cable-communications-inc-in-chelmsford-ma-76274/I filled the report out as "Advertisement - Bait & Switch" and put in what I went through. Shortly after I was contacted by a Kathy B. from Comcast:
ComcastExecutive_CustomerRelations@cable.comcast.com
888-966-7794 ext. 3014473
(Comcast West Division)
She said that she is writing in response to my BBB file regarding my billing concerns and would like to discuss this with me (via email or phone, I opted for email to have the conversation in writing)
When I wrote back I told her about how poor ethics it is to use a bait and switch on existing loyal customers and that I understand shareholders need to be happy, but without customers they wouldn't have shareholders. I also touched on the fact the there are countless other customers who feel the same way that they got roped into this advertising gimmick and told her that if they want to have happy loyal customers, they need to show them their loyalty and respect.
She quickly responded by saying that if I would like to install the X1 platform equipment, she would be happy to waive the installation fees, and to confirm if I would like this added to my account and get it set up for me.
Although this is a decent result I felt others who did not go this route or did not have the idea to contact the BBB for them to resolve this issue, that is why I'm making this post.
If Comcast has wronged you and you want to have service that was advertised it appears that you have to get their attention through the BBB. I will post back here if I actually do receive this system at the advertised price. Just remember that you as a consumer have the right to question a companies business ethic and to get the results that you as a customer deserve. It's unfortunate that this has to be a method to get their attention and I can only hope if enough people do this, they will treat their customers better.
