Common Law - The FindLaw Consumer Protection Law Blog

Customers Want Refund for Comcast Cyber Monday Outage

Shopping deals don't end after Black Friday anymore. The rest of the weekend and the Monday after Thanksgiving fallunder the Cyber Monday online shopping banner. In addition to a credit card, shoppers must have an internet connection to take advantage of these highly-coveted deals.

Thus it should come as no surprise that many East Coast Comcast customers want a refund because an internet outage cost them some sweet deals.

Comcast left its East Coast customers internet-less on quite possibly the most important online shopping weekend of the year. In addition to telling customers that they had no idea why and how the internet was out, cable and telephone service was unaffected by the Comcast Cyber Monday outage -- leaving disgruntled customers a chance to tweet about their disappointment with the lack of broadband.

The problem was ultimately the result of a domain name server issue and the company did release a short apology for the outage that affected Connecticut, Maryland, Virginia, New Hampshire, New York, and Massachusetts. Customers that missed out on many of the time-sensitive deals now argue that they are due a refund from Comcast.

The refund rationale is simple -- customers pay for Comcast internet and it didn't not work when they needed it most. Whether or not Comcast will issue some type of voucher or discount is another story. Although a service provider, outages are inevitable and likely something that was written into the Comcast contract with their customers. There is however, a public relations element to the Comcast Cyber Monday outage and the company may want to save their reputation and keep existing customers. Alas, prorating a customer's Comcast bill to reflect the time the internet was down would result in a pretty small refund.

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