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
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