Comcast Fraud: Bait and Switch

2 points

14 years ago

If you go to the first page on comcast and try to add HBO to your service it says its only $10 a month if you have digital cable. When you try to signup for it, they send you to a customer service rep who says you can only get it if you have the digital starter package. The up sell for me is $100 per month.

This is classic bait and switch, done by none other than comcast:

Problem : Order Information

WILLIAM > Order Information

Kingsley > Hello WILLIAM_, Thank you for contacting Comcast Live Chat Support. My name is Kingsley. Please give me one moment to review your information.

Kingsley > Hello! Thank you for choosing our Xfinity Service with Comcast. How are you doing today?

Kingsley > Would you kindly verify the last four digits of the Social Security Number on your account please?

WILLIAM_ > 6425

Kingsley > Thank you one moment please.

Kingsley > Our Premium channels(HBO, Showtime, Starz etc.) would require a base level of at least our Digital Starter package.

Kingsley > I would not be able to add the HBO package to you account at this time.

WILLIAM_ > That doesn't make sense

WILLIAM_ > That is pretty much bait and switch to the definition.

Kingsley > I'm sorry you feel that way.

WILLIAM_ > http://en.wikipedia.org/wiki/Bait-and-switch

WILLIAM_ > I don't feel that way, it is a fact

WILLIAM_ > "Bait-and-switch is a form of fraud, most commonly used in retail sales but also applicable to other contexts. First, customers are "baited" by advertising for a product or service at a low price; second, the customers discover that the advertised good is not available and are "switched" to a costlier product."

WILLIAM_ > Do you not agree that is exactly what you did?

Kingsley > I am reviewing the Terms and Conditions. Kindly hold for a moment.

WILLIAM_ > Look at the advertisment.

Kingsley > Terms and Conditions for this offer state the following: Offer ends 12/31/12. Not available in all areas. Limited to Digital TV residential customers who have not subscribed to HBO® during the past 120 days. After promotional period, regular rates apply. Comcast’s current monthly service charge for HBO® ranges from $10.50 to $23.95, depending on area and other Comcast services (if any) received. HD equipment required to receive HD programming. Taxes and franchise fees extra. 30-Day Money-Back Guarantee applies to one month’s recurring charges and standard installation up to $500. Comcast ©2012. All rights reserved.

WILLIAM_ > Here are the offer detials: "Offer ends 12/31/12. Not available in all areas. Limited to Digital TV residential customers who have not subscribed to HBO® during the past 120 days. After promotional period, regular rates apply. Comcast’s current monthly service charge for HBO® ranges from $10.50 to $23.95, depending on area and other Comcast services (if any) received. HD equipment required to receive HD programming. Taxes and franchise fees extra. 30-Day Money-Back Guarantee applies to one month’s recurring charges and standard installation up to $500. Comcast ©2012. All rights reserved."

Kingsley > Yes, please read the second sentence in the Terms and Conditions

WILLIAM_ > Right, it doesn't say I ened a more expensive package.

Kingsley > It does, actually.

Kingsley > Limited to Digital TV residential customers

WILLIAM_ > I am a digital tv residential customer

Kingsley > You do not have Digital TV in the home.

Kingsley > No, you have our Basic cable with a Digital box. Unfortunately, that is not Digital TV.

WILLIAM_ > Digital box = Digital TV

Kingsley > I'm sorry but no.

WILLIAM_ > I'm sorry you feel that way, but you are incorrect.

Kingsley > You would need to have a Digital package, which would start at Digital Starter for $69.13 per month.

WILLIAM_ > It doesn't say, "digital starter" it says "Digital TV" which I have.

WILLIAM_ > All TV is digital now, analog doesn't exist. Kingsley > I'm sorry but I cannot add this to your account as the package you have does not accept the Premium channels.

Kingsley > As stated previously, I am unable to add this to your package as you do not have Digital TV (i.e. a Digital package).

Kingsley > Is there anything else I can assist you with today?

WILLIAM_ > wait

WILLIAM_ > I still don't understand.

Kingsley > What would you like me to explain?

WILLIAM_ > How can you not add the service even though it is offered?

Kingsley > The website will show all the offers available, however the website cannot see what package you may or may not have. Therefore, it cannot decipher if you are eligible for an offer.

Kingsley > It is my job to make customers aware of eligibility requirements and if the customer meets them or not.

Kingsley > In your case, you do not meet the basic qualifications for our Premium channels.

WILLIAM_ > I had already logged in and it allowed me to add it to the cart.

WILLIAM_ > So it did know who I was and was still making the offer.

WILLIAM_ > After hitting submit it brought me to you so that you could upsell me.

WILLIAM_ > Am I right

WILLIAM_ > ?

Kingsley > Again, website will show all the offers available, however the website cannot see what package you may or may not have. It is my job to make customers aware of eligibility requirements and if the customer meets them or not.

Kingsley > No, you are not right.

Kingsley > Have I tried to upsell you yet?

Kingsley > No, I have not.

WILLIAM_ > How do I get HBO then?

Kingsley > I have, however, made you aware of the Terms and Conditions for the HBO service. Unfortunately, you do not meet the eligibility criteria.

Kingsley > You would have to upgrade to a Digital cable package, which, unfortunately, you do not have at this time.

Kingsley > Again, Digital Starter starts at $69.13 per month.

WILLIAM_ > So all I have to do to get HBO is subscribe to a more expensive package

WILLIAM_ > ?

Kingsley > In your case, yes.

WILLIAM_ > So, Comcast advertises a deal at a specified price and says all you need is digital cable.

WILLIAM_ > Then, when I try to buy it, I find out that they don't mean digital cable, comcast actually means digital starter package.

WILLIAM_ > And the only way I find that out, is log in, hit submit order and am taken to a customer service rep.

Kingsley > Correct

Kingsley > All orders come to a live chat to be processed

WILLIAM_ > Then when I get to the customer service rep, I find out that the only way I can subscribe to HBO is to actually pay more money?

WILLIAM_ > I cannot understand how that isn't bait and switch?

WILLIAM_ > Can you explain that to me?

Kingsley > No, I cannot. You are more than welcome to bring this matter up with a Customer Service Agent via phone if you would like more information.

Kingsley > They can be reached at 1-877-424-2027

Kingsley > Unfortunately, I am unable to further assist you with your request for HBO tonight.

Kingsley > It was a pleasure assisting and chatting with you today! Have a great day.

WILLIAM_ > Can you please put a manager on?

Kingsley > Unfortuantely, not as I do not have one available to me at this time.

Kingsley > There will be one available at the number provided above.

WILLIAM_ > How often does this happen per night?

WILLIAM_ > or day?

WILLIAM_ > It must happen all the time.

Kingsley > Not very often, actually.

WILLIAM_ > once per day?

Kingsley > Not very often

WILLIAM_ > Once per week?

Kingsley > Please call the number provided above if you would like further assistance.

Kingsley > I am unable to assist you with your request for HBO tonight.

WILLIAM_ > come on, I've got to know.

WILLIAM_ > This is so ridiculous

Kingsley > It was a pleasure assisting and chatting with you today! Have a great day.

WILLIAM_ > So no manager is available?

Kingsley > Unfortuantely, not as I do not have one available to me at this time. Again, There will be one available at the number provided above.

WILLIAM_ > What is the total price difference between my service and the service if I added the digital starter package?

Kingsley > Considering that you are in a promotional rate for Basic cable and Blast Internet, your bill would go up quite a bit. Digital Starter at $69.13 and Blast at $58.95 per month, before taxes and equipment.

WILLIAM_ > What am I paying now?

Kingsley > So around $140 before taxes, equipment and HBO

Kingsley > Blast Extra is $39.99 per month

Kingsley > Total, you pay $48.31 monthly

WILLIAM_ > So I'm paying $40 and I will be paying $140 to add one channel?

Kingsley > If you wish to do so, yes.

WILLIAM_ > What is the lowest price to add HBO?

Kingsley > That would be the lowest price.

Kingsley > Upgrading to Digital Starter would break the promotional rate you have on Internet

WILLIAM_ > Is there like a flat price like $23.00 per month or some other number beyond $10?

Kingsley > You would have to get Digital Starter at $69.13, your Internet would go up to $58.95 per month and the HBO would be $10 per month for 12 months.

Kingsley > After the first year, it would go to the regular rate of $19.95 per month.

WILLIAM_ > Yeah, but can you just order HBO for a particular price without upgrading. Meaning, no special $10 price on HBO?

WILLIAM_ > So can I just order HBO for $19.95 per month?

Kingsley > You need a Digital package for HBO, period.

Kingsley > Not just the promotional rate.

WILLIAM_ > Is there a way to get a chat log from this?

Kingsley > You will be able to print out a copy of this chat in its entirety upon exiting the chat room today.

WILLIAM_ > k, thanks.

WILLIAM_ > Have a nice night.

Kingsley > Is there anything else I can assist you with today?

WILLIAM_ > Sorry we had to go back and forth, it is obviously an issue with comcast, not your fault.

Kingsley > It was a pleasure assisting and chatting with you today! Have a great day.