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[CustSvc] What is up with this rep?Relocated and bought a new home. Checking out internet and TV providers. Never had any of them, we had Baja, so making calls to see what they have. Our HOA suggested we reach out to a local comcast sales rep. His office is the only comcast office and he's the only sales rep for our area. I asked him about certain deals available. He went through a triple play that included their security. When I told him we just wanted the double play, internet and TV, he went on a rant how we would be saving money going the triple play route because there is no install fee. He also noted it was a 3 year plan. He kept saying it would be best for us to get their modem first and then if we still want to buy our own modem after 30 days, we could return the comcast one and have it taken off our monthly bill. He also stated that if we went the double play route we would be looking at full price for it plus full price on add on's. I'm getting the distinct feeling this man doesn't have our interest at heart. His modem thing sounds fishy. Like the more he can get us to add at the beginning, is better for him. He even said "you can take our modem out with you when you shop to see which one to buy" and "switching the modems and getting your bill adjusted is very easy"
I just feel slimy chatting with him.
Are we getting bamboozled by this rep?
I sent him what we could get going through their website and he never responded. Calls go to voice mail
Thanks for the help |
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neufuse join:2006-12-06 James Creek, PA |
[CustSvc] Re: What is up with this rep?Why are you even talking with a "local rep"? just call the national phone number and deal with them... even in a HOA if it has Comcast service, you can deal with Comcast directly |
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Having never dealt with Comcast, I just assumed the local rep for Comcast would have specials or lower prices not on their website. Our past ISP did that. My mistake. Sounds like I upset you with my question? If so, I apologize. So, anyone know why the rep was doing this? |
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makemoney
Anon
2014-Jul-22 10:15 am
hes a sales rep....sales. |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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to nakedland
You're far better off calling Comcast to get a bundle. Be aware that they, too, try to upsell products but at least you're dealing with Comcast and not some sales person wandering around.
Just as a hint, calling is far better than using "chat". |
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drh Premium Member join:2008-10-20 Olympia, WA |
to nakedland
Re: What is up with this rep?Welcome to WA. It sounds like he was pretty heavy on the sales pitch. These reps can get that way. If you for sure know exactly what you want and already know the other packages/offers they have, then just be firm. They do price it so it seems you get a better deal the more you bundle. But a triple play will still cost more than a double play. If you are not doing a triple play which would add Voice and then require one of their eMTA modems, then for sure buy your own modem. His thought on taking their modem when you go shop and then switching them would work, but why bother with all the extra time you will spend doing that. It would take a few phone calls for sure and each one will not be just a few minutes. I too would just go through the main number. Here is the site for modems. » mydeviceinfo.comcast.net |
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tdumaine Premium Member join:2004-03-14 Seattle, WA |
to nakedland
Re: [CustSvc] What is up with this rep?Deal with comcast direct, not some 3rd party sales guy (read as subcontractor) that sticks you in a contract (comcast direct wont) |
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Thanks for the wonderful information.
This guy is actually a Comcast sales rep for our local community. Direct Sales Territory Rep is what it says on his card.
He called us today and said he "could match" the deal we found online but in the future we should only deal with him as the toll free people don't care about the customer like he does. He also said they will take weeks to install where he can get it done same day most times. He really ripped their toll free customer service line. Kept talking about how they don't care about the customer, they just want to move on to the next call and finish their day. He actually said all this. He still is questioning our choice on providing our own modem but I stood firm and said it's what we plan to do. "ok, but I think your making a big mistake. If you buy one and it breaks down in the first month, your out all that money". HMMMMMMM, I thought I was covered by a warranty with a new one but in his world we aren't. So is he a 3rd party sales guy or subcontractor?
Thanks again my friends |
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ThatSucks
Anon
2014-Jul-24 12:10 am
That sucks that you got that. There are a lot of good people in the state of WA that man the phones in the call centers. Sales reps man the phones in Fife, Repair reps man the phones in Everett and Lynnwood. As others have said, if it sounds too good to be true, it is. Remember, you're dealing with an outside sales rep. His job is to seek out the customer and make his quota whereas the phone sales guys are purely inbound, the customers come to them. Anyone who trash talks people who are on the same team shouldn't be trusted in my opinion.
Good luck in your journey and welcome to WA. |
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rody_44 Premium Member join:2004-02-20 Quakertown, PA 4 edits |
to nakedland
That is a direct comcast employee you are dealing with and yes they often have better deals than even the 1800 comcast sales department. As far as the three year deal he isnt getting anymore for that than a one year deal. Its normal for most companies to have better deals on the long term deals. Its just the nature of sales. It has always been fact on the best deals the phones included and is actually cheaper than when its not. Home security he does get extra for.
Now to the modem part. I to agree its best to just rent the first month. It avoids the hassle of having a install done than finding out your modem wont work. Again he doesnt get anything at all for suggesting that. He is just being proactive and dont forget while your new modem is covered by a warranty a service call from comcast because its bad isnt and they have been charging for it. Your odds of needing a service call is much greater in the first month of getting service than subsequent months. Thats just the nature of the beast. The way he pushes the modem part would lead me to believe he really is a salesman that does indeed have passion for his job. I mean that in a good way. Like i said he doesnt get anything extra at all for you renting a modem. Its simply what he believes and one only needs to read horror stories here to figure out why.
While it makes a lot of sense for a tech savy sub to own a modem. Maybe not so much for non tech savy subs. Has to suck to be the guy that purchased his modem off ebay to have comcast come out and say. Oh BTW your modems bad so you get charged a service call. Insult to injury when at that point your left with either no service or renting a modem anyway until you get another one. I look at the first month as a 8 dollar insurance policy.
While im not going to knock the 1800 sales guys. There job really is to make a sale and move on never to deal with you again. This guy is a direct rep assigned to your complex. A guy or gal that has local contacts and you will have his cell number. Its a no brainer which you should deal with. |
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A modem is a modem is a modem...
Sounds to me like Comcast charges people for truck rolls that the initial install people didn't bother to report/take care of while there in the first place.
I've taken one modem across 4 towns and 3 different cable companies. 0 problems and two different times I was dealing with mediacom. Modems do go bad yes, but rarely is one ever bad right out of the box, and if it is, it takes two seconds to run to the store and get a replacement.
Renting equipment from companies is a joke.
If people are having that much trouble from the start that's on comcast's end. After all have you seen most utility rooms in apartment complexes or office complexes... I can tell you the amount of effort charter put into wiring the office space I'm in (it rhymes with none... oh wait, it just was none.)
I'm not saying all problems are comcast, obviously end users not understanding how routers work is not comcast's fault, but really there are a lot of areas where these cable systems are hodge-podged together.
OP - just call in or order online and use your own modem! |
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Thanks friends for sharing such wonderful information.
Looked over the modem list Comcast provides in case we buy our own.
I'm curious, I see WiFi modems on the list but is the leased one you get from Comcast WiFi?
Update on rep: He sent an email last night that said "since you keep checking online for package pricing you seem to only want to go that route so enjoy having your install take months and repairs to take even longer. Best of luck with your service". |
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train_wreckslow this bird down join:2013-10-04 Antioch, TN Cisco ASA 5506 Cisco DPC3939
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said by nakedland:Update on rep: He sent an email last night that said "since you keep checking online for package pricing you seem to only want to go that route so enjoy having your install take months and repairs to take even longer. Best of luck with your service". that's unbelievable |
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PeeWee Premium Member join:2001-10-21 Madera, CA |
PeeWee
Premium Member
2014-Jul-24 12:46 pm
Don't deal with this guy. Maybe even report him! |
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2 edits |
to nakedland
said by nakedland:Update on rep: He sent an email last night that said "since you keep checking online for package pricing you seem to only want to go that route so enjoy having your install take months and repairs to take even longer. Best of luck with your service". Despite what he has told you, he does not have your best interests in mind. A good portion of his paycheck - if not all of it - depends on how many customers he signs up in a given period of time, and how much add-ons he can pile on to each new service activation. How much new money he brings to the company every month or quarter determines his commission... the more money he extracts from your wallet, the fatter his paycheck will be. Clearly, he's annoyed that you're going online for your pricing and install because he won't get the commission from your signing up. Frankly, that's too bad for him... he should've been more courteous and respectful to you. Truth be told, there should be no difference between the install and service repair times when you order from online or nationwide numbers, compared to going through the sales rep. His most recent comments about it taking months and the "best of luck with our service" comment would give me cause for concern though. If there IS an inordinate delay, I would suggest that it might be because he's directly interfering with your installation, as retaliation for not going through him. Obviously, such an allegation would be difficult to prove... IF it happens at all. Hopefully he'll know better than to do that, and hopefully Comcast is managed well enough in your area to prevent such things from happening, should he try. But if he does, you may have to look into the phone company if you want your avoid dealing with this guy. |
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scaredpoet |
to PeeWee
said by PeeWee:Don't deal with this guy. Maybe even report him! Given recent viral disconnection calls, who's to say this guy isn't doing exactly what Comcast wants him to do? Not to be cynical about it, but the behavior seems typical. |
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If he had been polite and not pushy right from the start, I would've dealt only with him. But when someone bashes the people at the toll free line, who are part of his company, and insinuates they don't care about me, that's a red flag. That is why I asked my original question. It really surprised me. Then his modem thing. He came off as a slimy salesman. Did some chat this morning and they were very nice and helpful. Kept getting cut off though so I'm going to call. We were looking at doing a Double Play but might do a Triple play because in the end, the triple play is almost the same as a Double play. Double charges me $19.95 for DVR service and Triple play has it included.
Oh, the term on the Triple play is 24 months, set price. After 24 months, is it easy to renew with the same price? Or will they increase it a lot?
All the fee's were a shock to me. Wow.
Do you friends agree that triple play might be the best in the end?
Thanks to my new friends for all your help. I hope I can repay you someday in a small way. |
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CC supports BYOM, so get your own modem and avoid any modem rental fees. I highly recommend getting a Motorola SB 6141 or similar SB 6 series modem. Stand alone modems are preferred then you can use your own WiFi router which have better features and WiFi design. |
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Learning here...so getting a wifi router and stand alone modem will avoid both of their $8 fee's (modem rental and wifi access) If I have the modem before installer comes, will he install it or am I on my own? Thanks |
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nakedland |
to BimmerE38FN
said by BimmerE38FN:CC supports BYOM, so get your own modem and avoid any modem rental fees. I highly recommend getting a Motorola SB 6141 or similar SB 6 series modem. Stand alone modems are preferred then you can use your own WiFi router which have better features and WiFi design. Like this combo or can I do better: This item: ARRIS / Motorola SurfBoard SB6141 DOCSIS 3.0 Cable Modem - Retail Packaging - White $88.24 ASUS RT-N66U Dual-Band Wireless-N900 Gigabit Router $122.39 |
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to nakedland
YES. That modem will work great and avoid the rental fee. If you your an ASUS fan then go for it. Most any MFr router will work well with this modem. Usually you can install the modem and get it registered by going to there web site if the modem triggers there auto register web page. If it doesn't or they don't have services like that, just phone in and talk to tech support about reg a new modem. Thats all. |
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hortnutHuh? join:2005-09-25 PDX Metro |
to nakedland
said by nakedland:Do you friends agree that triple play might be the best in the end? . It would depend on current charges/deals. I upgraded my folks service from Digital Stater [TV only] to Digital Preferred Triple Play. Of course got a deal on the TV Portion and HSI, and have yet had to pay for the phone, other than a $1.50 tax/fee. HSI, TV and Phone Discounted 24 months with no contract. It was easier to go with the rented eMTA at $8.00 per month. They just have basic POTS from CLink, so the Comcast Phone has come in handy for outbound long distance. For wi-fi/router use an old Netgear wgr614 v9. Just have not pulled the trigger on an 'ac' model. |
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rody_44 Premium Member join:2004-02-20 Quakertown, PA 1 edit |
to scaredpoet
Comcasts commisions is based on services only. Not add ons. the salesman gets the same whether the sub buys or rents a modem. Comcast doesnt charge 8 dollars for a modem and 8 dollars for wifi. Its one 8 dollar charge for both. When ordering online be carefull with the current deals. While they are listed as 2 year agreements if you read the detail and descriptions its actually a three year agreement. Not sure whats up with that but its a important detail after 2 years if you want to reup a promo rate. Comcast almost never renegotiates while a agreement is in effect. Maybe you see something different in your area but it looks to me like comcasts current offerings are mostly three year agreements. Read the details and descriptions. |
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to nakedland
When my contract was up, I called Comcast to see what I could get and for what price. The triple play was $39.00 a month cheaper for two years. When I told the CSR I didn't want voice as I only use a cell phone, he said no problem and I could keep using my SB6141 modem and R7000 router. I kept everything I had before and the only thing that changed was I was saving $39.00 a month. When looking at my account online it says under voice "waiting to be activated" So triple play is cheaper right now. |
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to rody_44
said by rody_44: Comcasts commisions is based on services only. Not add ons. the salesman gets the same whether the sub buys or rents a modem. Comcast doesnt charge 8 dollars for a modem and 8 dollars for wifi. Its one 8 dollar charge for both. When ordering online be carefull with the current deals. While they are listed as 2 year agreements if you read the detail and descriptions its actually a three year agreement. Not sure whats up with that but its a important detail after 2 years if you want to reup a promo rate. Comcast almost never renegotiates while a agreement is in effect. Maybe you see something different in your area but it looks to me like comcasts current offerings are mostly three year agreements. Read the details and descriptions. I didn't see 3 years mentioned in details. Am I missing it? HD Premier XF Triple Play includes: XFINITY%u2122 TV Digital Premier with HD DVR service or AnyRoom DVR service for primary outlets and HD Technology Fee XFINITY%u2122 Blast!® Internet XFINITY%u2122 Voice Unlimited For $159.99 per month for months 1-24. Plus a $250 Prepaid Card. To receive the Prepaid Card you must maintain Service for a minimum of 90 days with account in good standing. The Offer you selected requires a minimum term agreement and is subject to an early termination fee. A copy of the agreement will either be mailed or emailed depending on whether you have provided this to Comcast. If you had expected to receive this agreement via email, we apologize, but we were unable to deliver it through that method. Once you receive this letter via mail, no further action is required to accept the terms of this offer. You have the option to cancel the agreement within 30 days of the date the services under the Offer are installed / activated. If you wish to cancel the agreement, you must contact Comcast by calling 1-800-XFINITY. If you do not cancel the agreement within the 30 day period, the terms of the agreement provided will automatically apply. A copy of this agreement will be available, after your installation/activation at www.comcast.com. Once registered, click on My Account > Sign In> Billing & Payment. This agreement will be posted on the right hand side along with other Terms associated with Comcast.com After you reach the minimum eligibility period mentioned in the offer above, you can check the delivery status of your value add item at » xfinityrewards.checkmyre ··· /status/. Please feel free to contact us with any questions you may have by calling 1-800-XFINITY. Thank you. COMCAST Account Number: New Account (dotcom) Offer: HD Premier XF Triple Play includes: XFINITY%u2122 TV Digital Premier with HD DVR service or AnyRoom DVR service for primary outlets and HD Technology Fee XFINITY%u2122 Blast!® Internet XFINITY%u2122 Voice Unlimited For $159.99 per month for months 1-24. Plus a $250 Prepaid Card. To receive the Prepaid Card you must maintain Service for a minimum of 90 days with account in good standing. 24 MONTH TERM CUSTOMER AGREEMENT Dear , Thank you for choosing Comcast! A description of the Offer ("Offer") you have ordered is set forth above. The Offer is subject to the Comcast standard terms and conditions of service and the terms and conditions of this agreement ("Agreement"), including the minimum term and early termination provisions under Paragraph 2 below. If you do not cancel this Agreement within 30 days of the date of Service installation/activation, as applicable, the terms of this Agreement will automatically apply and you will be billed for the Services at the rates specified under the Offer. If you wish to cancel this Agreement, you must call Comcast at 1-800-XFINITY. Upon cancellation you are required to return all equipment provided by Comcast. If you cancel this Agreement within NINETY (90) DAYS of the date services ("Service(s)") under the Offer are installed / activated, as applicable, the early termination fee specified in Section 2 shall not apply. For customers who install Service with a self-installation kit, the 30 day period referenced above begins on the day their service is activated and for customers who have Service installed by a Comcast installer, the 30 day period begins on the date of installation. Terms: 1) The customer receiving this Offer named above ("you" or "Customer") will receive the Services under the Offer for the first 24 MONTHS from the date the Service is activated / installed, at the price specified above. Equipment, installation, taxes and fees, including Broadcast TV Fee (currently up to $1.50/mo.), and if Comcast Digital Voice is included, the Regulatory Recovery Fee and other applicable charges (e.g. per-call or International charges) extra, such charges and fees subject to change during and after the term of this Agreement. AFTER THE 24 MONTH PERIOD, COMCAST'S THEN CURRENT APPLICABLE CHARGES WILL APPLY. You agree to maintain the Service for 24 MONTHS with your account in good standing. Comcast is not responsible for lost or misdirected agreements. 2) YOU AGREE THAT IF ANY SERVICE COMPRISING THE OFFER IS CANCELLED, DOWNGRADED OR DISCONNECTED FOR ANY REASON DURING THE 24 MONTH PERIOD (EXCEPT DURING THE FIRST NINETY (90) DAYS OF SERVICE ACTIVATION / INSTALLATION), AN EARLY TERMINATION FEE OF UP TO $150 SHALL APPLY. DURING THE TERM OF THE AGREEMENT, THE EARLY TERMINATION FEE WILL BE REDUCED BY $15 EVERY THREE MONTHS, BEGINNING WITH THE FOURTH MONTH AFTER THE INSTALLATION. IN ADDITION, IF SERVICE IS DOWNGRADED, COMCAST'S APPLICABLE CHARGES FOR SERVICE AND EQUIPMENT WITHOUT A 24 MONTH AGREEMENT WILL APPLY TO ANY REMAINING SERVICES. YOU ALSO AGREE THAT FOLLOWING THE 24 MONTH PERIOD, COMCAST'S APPLICABLE CHARGES FOR SERVICES AND EQUIPMENT WITHOUT A 24 MONTH TERM AGREEMENT SHALL APPLY UNLESS SERVICE IS CANCELLED BY CALLING 1-(800)-XFINITY. 3) If during the term of this Agreement you cancel Service because you move your residence to a location within a Comcast serviceable area and you reconnect to comparable Services offered by Comcast (as determined by Comcast), within 30 days of disconnection, the amount of the early termination fee will be credited upon proof of installation. If Comcast does not offer comparable Services and you activate Comcast residential Cable, Comcast High-Speed Internet or Comcast Digital Voice service within 30 days of your Service disconnection, the amount of the early termination fee will be credited upon proof of installation. To receive the credit, you must contact Comcast by calling, 1-855-487-0252 within forty-five (45) days of Service disconnection. 4) Services under the Offer are for one outlet (except as may be specified under the above Offer and for Comcast Digital Voice). Comcast's applicable charges for installation, equipment, and other services not specifically included in the Offer described above (including without limitation, pay per view, and other non-recurring charges) are additional. The provisions of this Agreement supplement the terms and conditions of the Comcast agreement for residential services for Cable, High Speed Internet and Digital Voice services (as amended in accordance with its terms). 5) Comcast may rearrange, delete, add to or otherwise change programming or features or offerings contained in the Services. Again, thank you for choosing Comcast. Please call us if you have any questions. Sincerely, Comcast Customer Service |
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Caddyroger Premium Member join:2001-06-11 To the west |
to nakedland
said by nakedland:Learning here...so getting a wifi router and stand alone modem will avoid both of their $8 fee's (modem rental and wifi access) If I have the modem before installer comes, will he install it or am I on my own? Thanks If you are going for the triple play you need a EMTA not a modem. In the Puyallup area you are allowed to buy youe own EMTA. I do not know if it is a self install or not. |
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hallo
Anon
2014-Jul-24 11:46 pm
I worked for one of their remote call centers doing wireless networking support. HATED that job.
1. don't get one of their junky combo wifi/eMTA boxes, they are lousy. buy your own modem.
2. nobody needs their phone service unless you can't get cellphone service
3. make sure there aren't any other providers before you pull the trigger with comcast. you might be missing out on something more cost-effective
4. try to avoid bundling if you can so you can avoid their hidden fees and inexplicable sudden rate hikes. you can get the 25mbit plan for 39.99/1year and then switch to the 6mbit service for 49.99 reg price, and get dish network for TV for around $40.
5. don't bother with their "streaming TV" internet svc |
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