When Comcast Xfinity Customer Service Fails

Here's How to Make the Comcast Corporate Office Listen

A legal option that can get Comcast to listen — and get you compensated.

It’s all too easy to feel like David fighting Goliath when you are up against a big company with whom you’ve done business, and they let you down.

This is especially true when that same company makes a mistake which ends up costing you money. And you can’t very well ignore the mistake, otherwise they cut off your service, or worse, send things to collections.

So you start with Comcast customer service, but those phone calls connect you (after hours on hold) with people who don’t have the authority to fix it. So you try email, but that just goes down a black hole with inadequate responses. Even requests to speak with someone higher up at corporate with authority take too long or get ignored.

Worse, they assure you they will make things right, but they don’t. So you have to start the phone calls, emails, and requests all over again.

What can you do other than feel like a chump who was taken advantage of?

Use arbitration to settle your complaint with Comcast

When you try to do business with companies as big as Comcast, you hope that they will fix mistakes when they happen, but then they don’t. So you look for a legal option to get compensation but you find yourself up against a forced arbitration clause in your contract. This prevents you from taking them to court.

You might be limited where you live in terms of the providers forcing you to do business with a company that you know has bad customer service. Worse, you might make the decision to choose Comcast because they seem like a good company but then you get locked in by a contract when things go wrong.

But with arbitration you have the option of getting a satisfactory solution for your Comcast complaint without having to sue. You can use that arbitration clause to your advantage by requesting an individual known as an arbitrator who is an independent and impartial party. Now Comcast has to do a lot of work and they have no control over the outcome. Instead, the arbitrator looks at both sides and makes a binding decision.

Arbitration is fair, just, reasonable, and transparent

Arbitration handled by the American Arbitration Association® comply with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process must be fundamentally fair to all parties including the appointment of impartial, competent, and qualified arbitrators who conduct fair hearings.
  • A reasonable standard is applied to the arbitration process including the standards for access to relevant information, timing and location of the arbitration, and cost.
  • The transparency standard requires clear arbitration agreements that include all the necessary information and give each party the ability to hire their own representation.
  • An alternative to arbitration, in the form of small claims court and, in some cases, mediation, should be available.
  • The process should be just and allow the arbitrator to award the same relief that would be available in a court of law in a binding decision.

Arbitration gives you leverage

When you put a company like Comcast on notice that you are going to pursue arbitration, they know they are going to be required to pay expenses out of pocket.Comcast knows that they might lose the case and not only have to pay out-of-pocket for the arbitration process but pay for your settlement. Once they realize the extra cost is imminent, they become much more willing to negotiate especially if your demands are reasonable.

If Comcast fails to meet your reasonable demands, you don’t have to spend any money to get a reasonable, Fair, transparent, and just hearing through arbitration. With FairShake, we help you file and it doesn’t cost you anything unless you win.

If your case is frivolous, you could be liable for the costs incurred by Comcast so this isn’t something to use just when you are annoyed with their services, but if you have a real complaint, a real mistake was made, you don’t have to worry about this possibility.

Leverage leads to faster settlements

Once you start the arbitration process, Comcast loses the advantage. Now you and Comcast are on equal footing so you have leverage. And that leverage leads to faster settlements.

Ready to get started? The first step is to resolve your complaint by formally raising the issue with Comcast.

And FairShake helps you do so. We will send a demand letter to Comcast corporate offices to start the clock on them to resolve your case before you can file arbitration (usually 30 days but this depends on the length of time required by the arbitration clause in your contract).

In about half the cases, the company’s headquarters makes an acceptable settlement offer during this period and the matter is resolved without going to arbitration. If they do not offer you a reasonable settlement during this period, the next step is to file the case with the American Arbitration Association. FairShake will put together the official arbitration paperwork for you, and help you take the next steps.

Do I need an attorney?

If your case reaches arbitration, you might consider whether to hire an attorney. Arbitration gives you the option to use one or not use one.

So when would you use one? If you have certain common complaints that fall under specific laws, it is much easier to get a compensation aware that is high without one. In legal terms an individual without an attorney is bringing their claim “pro se.” If you decide to move forward without an attorney, you’ll want to read the information available from The American Arbitration Association’s Pro Se Case Administration Team.

For some types of complaints, like those involving robocalls or improper debt collection attempts, the assistance of an attorney can help you maximize the value of those claims.

What can I do next?

Begin the process by letting us know below about your complaint against Comcast. Let FairShake take the frustration of dealing with a big company off your to do list and help you get the satisfactory solution you deserve.

FairShake offers a 100% satisfaction guarantee. If you are not satisfied with our services, you will not owe us anything.





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