Xfinity installer putting unnecessary fear into customer?

bkposts2525

(happy that forums are on this site. DSLR user since about 05). A friend of mine who is not very price sensitive went back to Xfinity after spending about 9 months as a cord cutter. He ended up paying $80 more / mo but there were 3 channels he could only get with Xfinity so all is well.

He ended up having a very good installer on technical merits. Did mostly business installs but was assigned residential on that day. He told my friend he does something that other installers do not. He gives a "personal guarantee" on his installs with his cell #. He explained that typically if any part of the install has to be fixed or if there is unhappiness -- for any call or re-visit -- $100 comes out of his pocket in the 1st 30 days. . My friend being an older gent -- likes to call customer service of companies more so than a younger person would -- was absolutely TERRIFIED of calling Xfinity -- because he said "on no I don't want any money coming out of 'John's' pocket". I was like come on -- even if you call up and ask a billing question or remove XFI complete (which is not needed in our uncapped market). He was like no - no -- I have to wait 30 days.

I wanted to ask on here -- so for what type of call or issue would the installer be penalized within 30 days?

DrSmith

bkposts2525 Sorry, I have no answer for your original question. But are you certain the installer is an Xfinity employee? My installer was a sub-contractor to Xfinity. He was a very capable tech, but a totally sketchy individual. He had previously installed a hacked Arris modem for another "client" but attached it to my account and attempted to install my modem with the exact same Arris model (which was not in my contract) in order to obfuscate the shady install. I had to call Xfinity several times after the install to get the 2nd, illegal modem off my device list. Subsequent interactions with real Xfinity techs have always been excellent and ethical.

bkposts2525

DrSmith 100% sure he was an official employee. He usually does commercial installs but on this day he was called out to do an install at an "upscale" home. Spent close to 2 hours with my friend. Make sure the port of the home phone # was completed perfectly. Whether he has permission from his supervisor to do this "personal guarantee" bit - I don't know but it seems like he had been doing it for a while. My friend paid for XFI complete to get the pods but it ended up not being needed because he wired the modem to the existing Eero (which the phone co. does not want back). The only thing he did not do was set up Xfinity stream on the 2 Roku TVs where a box wasn't installed. Anyway - the 30 days will be up in a week.

cypherstream

He probably doesn’t want any repeats on his record, so he’s giving you a personal contact to resolve anything that comes up with him directly.

Probably a grey area.

EnerJi

Sounds like excellent service to me? On the one hand your friend should not feel they have to wait 30 days to call customer service for something unrelated to the install. On the other hand, if they do have an issue with the install, having a direct line to the installer (assuming they are competent and responsive) is pretty great? Maybe your friend should call the given cell phone number and ask the installer for help with their issue or even to simply confirm whether it's OK to call customer service for whatever unrelated issue they are have having?