relevantone's profile

Regular Visitor

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5 Messages

Sat, Sep 11, 2021 1:51 AM

Incompetent customer service

EVERY TIME I've had to deal with cust serv, it takes 3-4 or more contacts to get a resolve, if there is one at all. I feel that the cust serv reps don't talk to each other or document details from a contact cause each time I am transferred, I have to start from the beginning re my problem. Latest aggravation, I have been trying to get a replacement voice remote because mine quit working. I've had it a long time. I called to request another one and was told a new one would be shipped to me and any shipping charges, etc. would be waived. Got an email confirming this. Went thru this 4 times and never got the correct one. Each time, I reported that I had been sent the wrong one. (One remote sent to me was not even a voice remote.) Each time I was told I would be sent the correct remote (I gave the model no.). I was sent a total of 4 remotes and none of them were the correct one. I wanted one that had the "circle back" feature. Each time I was told the shipping charges, or whatever would be waived. I have confirmation emails for each. The last one sent, I took to the store on 6th Ave and it took only 5 min. for me to get the correct remote. I left all the others there. However, when I got my new bill, the shipping charges were added on. I've tried chat, live chat, telephone, and even Facebook messenger to try to get this fixed but each time I was told something different re correcting this. My frustration level is thru the roof!! This is not hard. I'm a long time customer and a good one. Don't think this is asking too much.

Accepted Solution

Official Employee

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244 Messages

1 m ago

Thank you for taking the time to reach out to our Digital Care team on our community forum, @relevantone! I'm sorry to hear it took so many tries to get the correct remote, but I'm glad that our awesome retail representative was able to get you the one you wanted :). I live on a tight budget so I'd be upset if I was charged for something that was supposed to be waived so I'd like to look into this for you.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

Accepted Solution

Regular Visitor

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5 Messages

1 m ago

Thank you. I finally got the credit to my bill. Should not have taken all this but I thank you.

Official Employee

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87 Messages

Hello @relevantone! Thanks for the update. We apologize that it took so long, but we are happy this was finally taken care of for you. In the future, feel free to reach out to us here if you need assistance and we'd be glad to help however we can. We appreciate you for being a valued member of the Comcast family. Take care! 

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