Thursday, May 28, 2015

Comcast refunds customer after recording apparently proves bogus charges

A Comcast subscriber achieved every frustrated customer´s dream when he got refunded for what apparently turned out to be bogus installation charges — but only after he told a customer service rep he recorded a previous conversation that proved the rep wrong.
A Comcast subscriber achieved every frustrated customer's dream when he got refunded for what apparently turned out to be bogus installation charges — but only after he told a customer service rep he recorded a previous conversation that proved the rep wrong. Joe Raedle, Getty Images, file

A Comcast subscriber achieved every frustrated customer's dream when he got refunded for what apparently turned out to be bogus installation charges — but only after he told a customer service rep he recorded a previous conversation that proved the rep wrong.

Tim Davis recorded his conversations with Comcast employees and included them in a Youtube video, which now has 215,000 views since its posting Sunday.

It all began with a self-installation by Davis after he moved into a new apartment and eventually devolved into some awkward back-and-forth phone conversations with a call center supervisor.

The "Gotcha!" moment comes after Davis tells the supervisor that he recorded an earlier conversation with another Comcast employee who had guaranteed that a technician's visit to his apartment building would be free.

After a few minutes of what the supervisor will later describe as "negotiating," she finally relents and tells Davis the charges will be rescinded.

Those are the same charges, she told Davis during her "negotiating" minutes earlier, for which "there is no way I can credit that account."

Comcast officials did not respond to emails seeking comment Monday evening.


Contact Brian X. McCrone at 215-854-2267 or bmccrone@philly.com. Follow @brianxmccrone on Twitter.

PHILLY.COM