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fdm2000

join:2002-02-15
Mount Clemens, MI

[Comcast Equip] Exchange XR2 remote for XR5 remote - no answer from Comcast

Recently had the X1 Platform installed in my home and now have 4 HD boxes using the XR2 remotes. I have learned that there is a remote called the XR5 which is essentially identical to the XR2 but has a lighted button feature that I would find desirable.
I called Comcast new equipment department and from there was transfered to 4 different departments and with each department agent there was over 20 minutes of account verification and research to answer a simple question...can I exchange the 4 XR2 remotes for the XR5 remotes and if so how do I go about doing that. My local store does not have them in stock. I was told that they could be shipped by one department and other agent were uncertain and so I went from one department to another (two of the same twice) and spoke to 7 different agents. At the X1 support department second agent at the X1 support after 30 minutes on hold told me the XR5 were not yet available.
I called at 10:15 a.m. this morning and spoke to 7 different agents. With each person I had to provide account info, i.e. name, address, phone #, zip code, and 4 digits of my SS #. No one, I repeat, not one of the 7 agents I spoke to helped answer my simple question, but all put me on hold while they researched my account and talked to their supervisors.
Each department said they were not the proper department and after wasting 20+ minutes they transfered me to another department with the same end result. This round robin played out until 12:25 p.m.
The last department X1 Support I was transfered to ( back to for the 2nd time) after several research minutes and conference with her superviosor said the XR5 units were not yet available. Yet, if I go to the Comcast store the XR5 is for sale at $19.95 and is in stock and ships in 2-3 days!!!
I would love to get an email address of the regional manager and tell him the over two hours of anger and frustration that I experienced trying to get the answer to a simple question.

Frank


SpHeRe31459

join:2002-10-09
Sacramento, CA
kudos:1

FYI according to the docs that have been quietly shared here with us on the site, the XR5 is entirely optional for the current boxes (XG1 DVRs and RNG150N client boxes). If the installers have it on the truck with them they can use them, and/or if you ask them and they have them they'll give them to you.

However, if they don't have XR5s around, the XR2 is the default remote most equipment comes with.

So as far as we know the only way to get them without any hoop jumping (as you've been put through) is to simply order them from the Comcast webstore.

Hopefully one of the Comcast techs can chime in on this too.



cheeseman

@comcast.net

1 recommendation

reply to fdm2000

You can order them online for 20 bucks each

»store.comcast.com/xr5-remote-con···p=451385


fdm2000

join:2002-02-15
Mount Clemens, MI
reply to SpHeRe31459

Thanks for the response and input SpH..... As you indicated, perhaps a Comcast rep will offer some commentary on this topic.

Frank


SpHeRe31459

join:2002-10-09
Sacramento, CA
kudos:1

said by fdm2000:

Thanks for the response and input SpH..... As you indicated, perhaps a Comcast rep will offer some commentary on this topic.

Frank

Oh the other thing you try is maybe making a post in the Comcast Direct forum here. That gets you a direct pipeline to a group of Comcast employees who have gotten permission to help users of the forums.

Could also try Tweeting your question to @ComcastCares, a lot of people have had good luck with that.

rendrenner

join:2005-09-03
Grandville, MI
reply to fdm2000

The X5 remote has not been made available in Michigan yet.


raffoutroud

join:2010-03-31
Lynnwood, WA
reply to fdm2000

The simple answer is, no. You can't get XR5 in the cable stores. It's ONLY available for purchase online. It's not in the cable stores, it's not on tech's trucks.


fdm2000

join:2002-02-15
Mount Clemens, MI
reply to rendrenner

thanks for the response - strange that it is available to buy at the Xfinity accessories store.

Frank