Comcast - Cable Modem Replacement - Back-Up Batteries
Service - Complaint
LAKEVILLE, NEW YORK -- Beware of Comcast's latest gig to ramp up revenue....earlier this year, they have informed all their triple play customers of the need to upgrade their modems to take advantage of service upgrades. There was no explanation of the cost or the benefit of the switch. Just a reference to the need to do so. Many existing Comcast customers had modems with a free back-up battery. In February, the company decided to charge its new customers with new modems for the back-up battery. In order to be able to charge existing customers for the back-up battery, they sent out a letter to advising the customers to change the modem as above, and then sent them a new modem that was without a back-up battery, and then informing those customers that they needed to purchase a new back-up battery at the cost of $35+S&H of $5.95. Way to drive deceitful campaign to extort more money from their customers. Several calls to their battery purchasing department and service departments went nowhere. They acknowledged that the recommended modem switch was not really necessary as there was nothing wrong with the prior modem equipment but now that I had new equipment, there was nothing they could do but sell me the battery and charge me for it. So I ended up with the option to put up and pay for something that I previously had free of charge. Way to go for Comcast to build a good customer-centric business model!