Comcast customers still struggling with drop boxes

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by Jesse Jones / KING 5 News

Bio | Email | Follow: @getjesse

KING5.com

Posted on October 28, 2013 at 11:21 PM

Gregg Kinnear knows how to put up a fight.

"I can get real stubborn at times," said Kinnear.

Especially when he knows he's not alone. 

"There's a whole bunch of people out there that are experiencing the exact same difficulties," said Kinnear.

Kinnear's one of the many people who's contacted me about their issues of returning Comcast equipment into the company's drop boxes.

"I expect that there can be issues with them but that they can be able to take care of their issues," expressed Kinnear.

Gregg canceled his service in September and had to return two cable boxes and a modem.  He skipped the long line inside the Comcast store and put the items in the drop box outside.

"I've never gotten anything to show that I returned anything to them," said Kinnear.

A few weeks later Kinnear was hit with an $800 bill for the equipment he returned.

"Look at your security footage, at this date, at 3 o'clock in the afternoon and you can see me putting all your equipment in your bin," explained Kinnear.

Steve Kipp with Comcast said the company understands the customers concerns and fears of collection.  But he's asked that people be patient while it works through the issue.

"We are always looking to refine our processes and stuff.  I think when you're looking at this, we're just dealing with such a huge volume of equipment and we'll just work through those and we'll get better," said Kipp.

I talked to Danielle Mulkins a couple of weeks ago.  She had the same issue as Kinnear.  She has a thought about what the company could do.

"They shouldn't have a drop box.  They should have actual, the way that they used to do it.  They would scan it and give you a form that says it was returned," said Mulkins.

Kinnear agrees with her.

"I would like to see that they take those boxes out of there all together.  Those are just, it's a gimmick," exclaimed Kinnear.

Comcast located two of Gregg's boxes and after talking to the company, agreed to waive the third one.  The best way to avoid this mess is to avoid the drop boxes.  Instead, return your equipment to a person, schedule to return it through the mail or ask the company to have a technician pick it up from your home.

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