21
Refund vs replacement: which call center option is worse for the customer?
Called into Comcast last week after my internet went down for the third time this month. They offered a $10 refund or a new modem shipped in 5 days. I took the refund and still had no internet. Which would you pick and how did it work out?
2 comments
Log in to join the discussion
Log In2 Comments
mark_smith5912d ago
The real trap is taking the refund means you agree the problem is solved (which it isn't) so they close your ticket - the replacement at least forces them to admit something's still broken on their end.
1
logan63212d ago
Yeah, that's a solid point. I got stuck in that cycle once with a router that kept dropping signal. They offered me a refund after three support calls, but I knew the refund would just close the case and I'd be out a working router with the same neighborhood issue... so I held out for a replacement instead. The replacement had a different firmware version and it actually fixed the problem, plus they had to document it as a known defect on their end. That little detail helped when a neighbor had the same issue six months later, I could just point them to the ticket number.
2