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Ticket: # 1574363 - Comcast Bundled Services/MLB Extra Innings
Date: 4/19/2017 11:47:26 AM
City/State/Zip: Ave Maria, Florida 34142
Company Complaining About: Comcast
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Description
We became Comcast customers in 2015, bundling our television, internet and phone services. We
are avid baseball fans and decided to add the MLB Extra Innings package. We thought the addition
of the auto extend feature was fantastic as we would be able to view an entire recorded game,
including any innings over the regular 9 played. Wrong! Many complaints later, we were advised
unfortunately, Comcast already paid MLB for this service on our behalf, and a refund could not and
would not be issued. They ran tests the DVR several times but nothing worked.
We tried again in 2016, and again, the issue of the games not fully recording occurred. This time they
scheduled a replacement of the DVR in hopes this would correct the problem. The technician arrived
and advised that he was only there to change out the DVR to appease the customer, but knew that
the problem would not be corrected. Since we are limited in our choices for providers in our area,
their customer service motto is take it or leave it. We complained about that technician and received
an apology for his remarks and a bill credit, but were advised they cannot fix the problem and cannot
refund or money as Comcast had already paid MLB for this service. We then insisted that the auto
renew feature be removed from our account so we wouldn't have the same problem next year.
Checking my e-mail account with Comcast in early April of this year, 2017, we noticed a message
saying "Thank you for your recent order". Not having ordered any additional programming, we called
to find that MLB Extra Innings had been automatically added to our bill. We asked that it be removed
immediately as we had not requested this programming. We were advised that that was being done,
and received yet another apology for the inconvenience.
On April 11, 2017, we noticed that MLB was running a free preview of the MLB Extra Innings
package, and took advantage of the this offer. After several attempts at recording in various fashions,
we were pleased that the issue of the games ending before they finished had been corrected, so, on
April 11, 2017 went ahead and called to order the package again. We were advised by the
representative that that programming was already on our bill. We discussed the auto renewal issue
and request to remove it but were advised that had never been completed. We then were told that
she would add the one time payment for the entire season package, and that that will be reflected on
our May 2017 bill. Again, another apology for the item being added without our consent, and an
assertion that we would see the changes on our May bill.
Now that the free preview from MLB is over, the same problem exists wherein games end without
being fully recorded, and again, we were advised that since Comcast paid MLB on our behalf for the
service, a refund could not be issued. After lengthy discussions with a representative and a
supervisor, we are being credited for the month of April that reflected the auto renew we did not
request, would be charged one installment for May, but would be credited for the remaining
payments. When we asked why the games recorded in their entirety when MLB was offering the free
preview, but now that the free preview is over, the games do not record properly, we were offered the
suggestion that possibly our DVR needed to be replaced or the auto extend feature really doesn't