PHILADELPHIA – Looking to get ahead of its customer-service problems, Comcast Corp. says it is making it more convenient for Xfinity subscribers to return equipment.
They now can drop off set-top boxes and modems at United Parcel Service stores for free shipment to Comcast. There are 4,400 UPS stores nationwide.
Until now, subscribers returned equipment using prepaid shipping labels supplied by Comcast or by bringing the equipment to 500 Xfinity stores.
Subscribers face steep fines if they don't return equipment — which they rent from Comcast — when they cancel, change or upgrade service.
"This is the first of many," Tom Karinshak, senior vice president of customer service, said on Thursday, regarding the planned improvements.
Beset with customer-service woes this year, Comcast has said it will rethink its service operations. The project has added urgency with state and federal regulators reviewing Comcast's proposed $45.2 billion acquisition of Time Warner Cable Inc., which also has poor customer service ratings.
Brian Roberts, the chairman and chief executive officer, said recently that a good customer experience should be Comcast's best product.
Subscribers can take equipment to the UPS stores "as is" — without a box or wrapping — and receive a confirmation slip, Comcast said. Xfinity subscribers can find a UPS store at www. theupsstore.com.
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