Lied to by a sales representative

Question

I would like to call out [Edited: PII]in the Philadelphia area. His email is [Edit: PII] I first called him two weeks before moving into a new apartment to set up service in June. He said the router would be sent right before my selected frist day of service. Instead it was shipped immediately, and I had to convince a landlord with a strict policy against storing packages not to toss it out. As a student at the university of pennsylvania, I know there are lots of student discounts. I asked [edited: PII], and he told me that they didn't have any at the time, but if I called back in August he could give me the student discount offered then. Well I called back today, after seeing a student offer on the xfinity website for 1000mbps at 40/mo. He told me to call the main xfinity number, and she told me it was 80/mo. So I don't know if the website lied, [Edited:PII] lied, both lied, or both just plain incompetent. Either way, I would like my student discount (and the gift card included in the offer).

EG · Answer

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityAmandaB · Answer

user_295ff5 This is not the experience we want any customer to have, and we appreciate you stopping in for help with your recent store visit. Firstly, the equipment was not the fault of the store agent. Some accounts have been experiencing a system glitch that processes equipment orders for pending/future service as soon as the order is placed. No matter what date is entered, the equipment was processed too soon in error. We do apologize about that and are glad you were able to have it held, but we would have been happy to order new equipment since that was an issue. For [Student offers](https://www.xfinity.com/student#Pricing&otherinfo), those are not available in store or over the phone, only online. They were not available for the store agent to add or assist with, nor the phone agent, since there is verification of your school information is needed to be eligible. Most agents are not familiar with the offers since they are not in the same system to be able to offer and review customers due to the verification needed.

Customer Service

user_295ff5

Lied to by a sales representative

EG

XfinityAmandaB

user_295ff5

XfinityMatthew

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