User Manual Part 1
*$25 credit provided in Comcast systems in Illinois.
THE COMCAST CUSTOMER GUARANTEE
We are committed to providing you with a consistently superior customer experience. If for any reason
something goes wrong, we will work to resolve the issue as quickly and professionally as we can.
1. We will give you a 30-day, money-back guarantee on all our services.
If you’re not satisfied and wish to cancel service for any reason, you can do so in the first 30 days and get your
money back. Simply return all equipment in good working order and we’ll refund the monthly recurring fee for
your first 30 days of service and any charges you paid for standard installation.
2. We will treat you and your home with courtesy and respect.
Our technicians will clearly display their Comcast identification when they arrive at your home. They will be
trained and equipped to complete the job on the first visit. Our Customer Account Executives will be courteous
and knowledgeable when you contact us.
3. We will answer your questions at your convenience.
You can contact us 24 hours a day, 7 days a week regarding any service-related issue by calling 1-800-XFINITY
or in any of the following ways:
• OnlineviaAskComcast
• LiveChatonlinewithaComcasttechnician
• OnlineCommunityForum
• Sendusanemailandreceivearesponsewithin24hours
4. We will offer easy-to-understand packages and provide you with a clear bill.
Our packages are designed to be straightforward. A call or visit to our website makes it easy to find a package
that’s right for you. We aim for the same clarity with our bills. You may view your monthly statement and service
details anytime by visiting xfinity.com.
5. We will continually offer the best and most video choices.
We’re working hard to bring more choices to our customers instantaneously by using the full power of
our advanced network and decades of television experience. We will use On Demand to bring customers
dramatically more content choices, including more movies, more sports, more kids’ programs, more network TV
shows and more HD than anyone else.
6. We will quickly address any problem you may experience.
After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue,
we will extend a complimentary service to your account. Additionally, we won’t charge you for a service visit that
results from a Comcast equipment or network problem.
7. We will schedule appointments at your convenience and be mindful of your time.
As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during
the appointment window, we will credit $20 to your account.*
We’re here to help
Every Comcast employee is dedicated to meeting the commitments of our guarantee and to exceeding your
expectations. We are working very hard to serve you better and listen carefully to your feedback. If you have any
thoughts or ideas about this Guarantee or about your experience with us, we invite you to share them with us by
visiting xfinity.com.
To learn more about your XFINITY products and services, visit us online at xfinity.com/welcome for 24/7 online
support, or give us a call at 1-800-XFINITY.
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The Comcast Customer Guarantee
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