Visitor
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16 Messages
How can I reach a manager to resolve poor offshore service changes?
Reposting as independent issue at support’s request:
I am in a similar position as another poster. Really glad to hear that there is still a domestic team in Philly. In the past, this team always went above and beyond to solve my account issues. Now, with offshore teams, not so much. In fact, offshoring support is a complete FAILURE in my case.
Here’s why the offshore team and automated Xfinity advisor have failed me:
Promotions on my account are now effectively bait and switch. The first agent was rushed/never took a breath and way too pushy - offered me $40 HIGHER pricing for lower package class + couldn’t reach a supervisor after 10-minute wait, if he tried at all.
The second agent “saved” me money through dropping HBO Max - under the guise of removing lesser “boutique” channels (maybe true for IFC, but not Paramount – Comcast trying to bill more $$ for Yellowstone viewers) and higher gigabit internet speed (was not requested and not seeing much improvement over previous 800Mbps). This was AFTER the agent asked if I watched Max - and I responded ‘yes’. Only found HBO offline after sitting down on a Saturday night to watch the channel.
Completely unacceptable handling for a 30-YEAR customer who is calling the service disconnect line to compare against competitive solutions.
After INSISTING TWICE to escalate my case to a supervisor - who was perennially ‘busy’, have been promised supervisor callbacks - twice - with yesterday’s agent promising I was in a ‘priority’ queue. Nope. No call received after 24 hours and still ticking …
My initial post left out that the Xfinity Advisor wanted to schedule a return call for the next day when agents were almost immediately available both times I called - despite repeated warning that the Advisor was quicker than waiting.
Is there anyone in the company left who can address customer satisfaction issues?
CCSheila
Retired Employee
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1.1K Messages
2 years ago
Hi there! You have reached the team for the job. First and foremost, I would like to stress that this is not and will never be a acceptable experience, we value you and as a corporate team appreciate you being candid about your experience so that we can provide feedback as well as set things back on the right path. Please message me with your full name and address to get started. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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DavePi99
Visitor
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16 Messages
2 years ago
Updating this publicly shared case: I have requested elevation of my complaints. In the meantime, the Philly team (mostly) monitoring this community have assisted with current - and more complete promotions.
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DavePi99
Visitor
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16 Messages
2 years ago
Open letter to Comcast:
After searching other posts. It seems that I am not alone in expressing the pain that the offshore group inflicts upon your customers – the same customers who are putting great effort into simply attempting to continue BEING Comcast customers, but being mishandled by your offshore phone group who is almost single-handedly sabotaging lower-cost retention programs, at a time when new customers have many choices to choose from. Simply, we do not feel valued with interactions like these. I guess if NEW customers is your goal at the expense of losing your CURRENT customers, then that is most certainly your prerogative. But the home entertainment world has not been a 1-player game for several years now, and only getting even more crowded, also giving current Comcast customers more options, when when we weigh our options whether to continue to fight for a fair competitive price or to throw in the towel after getting nowhere but frustrated with offshore agents.
Please do the company and your customers a favor and cut loose the offshore group in favor of Philly and other domestic staff which will ultimately also increase customer satisfaction (my rating for offshore customer support on a 10-point scale is -50). Speaking for myself, monthly bills are already higher than in the past, and discounts are smaller, so I am already doing my part to bring back US staff.
For this, I thank you.
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