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user_jq28ax
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Thursday, June 27th, 2024 1:55 AM

What exactly is the customer guarantee?

I had a missed appointment today - I'm wondering what is the customer guarantee? I was told to be home; reminder phone calls.  I was here - Xfinity didn't show up.  I then called expecting a bill credit - was told, that the guarantee is more of a hope someone shows up.  How is this a thing? 

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3 months ago

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XfinityDemitrius

Official Employee

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1.3K Messages

5 months ago

Hey @user_jq28ax,

 

Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent In-Home Service Visit that was scheduled. I would be more than happy to offer my assistance looking into this further for you.

 

I am glad that you asked about our Xfinity Customer Commitment. While we do not provide bill credit or service adjustments, you can learn all about our Xfinity Customer Commitment by visiting our 'What is the Xfinity Customer Commitment?' support page. 

 

With the appointment, did it happen to show the appointment time frame within the Xfinity Application or online at the Xfinity My Account web portal?

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user_jq28ax

2 Messages

So

  • Make things right if we fall short

Line three of your 'commitment' - what does this mean?

A bill credit is what that means.  If not - I wasted two hours.  I get paid $32.50 an hour.  Do I send a bill to Xfinity for the $65? 

I had a confirmed appointment for today.  Had two reminder phone calls about them (Sill have the voicemails - where should I send those?).  I then also have a voicemail from dispatch, nope sorry scheduled for two days from now.

Again - what does Make things right if we fall short mean? Specifically?

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5 months ago

XfinityDemitrius

Official Employee

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1.3K Messages

Please accept my most sincere apology for the experience you have encountered @user_jq28ax, but we do not provide service adjustments for appointments. If you need assistance scheduling a new appointment, we would be more than happy to help. Did you know that you can easily schedule an appointment using the Xfinity App and going through the troubleshooting steps provided by the Xfinity Assistant? 

 

The Xfinity Assistant will help you troubleshoot your services, send signals to the equipment, and schedule an appointment if needed. I highly recommend giving it a try if you are experiencing issues with any of our suite of Xfinity products and services. I recommend learning and visiting our Xfinity Assistant by Clicking Here and from our 'Get help from the Xfinity Assistant' support page.  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 months ago

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user_492443

1 Message

4 months ago

I've also just wasted 2 hours waiting on a technician that never arrived after confirming 2 automated calls, multiple messages, and a call from dispatch. Their "service guarantee" is pure rhetoric and while they do not enforce it, they do offer a 30 day money back guarantee.

1

XfinityBrianH

Official Employee

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947 Messages

Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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user_zmfijc

1 Message

3 months ago

So what I took from this was they don't care about their customers and your probably cancelling your service and going somewhere else. How do you give a guarantee,but not give account credit or something of value to the customer?

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Bernick29

New Poster

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2 Messages

3 months ago

This Sunday will be my 4th missed appointment. It hasn't happened yet but I'm pretty good at predicting the future. AT&T is probably in my future. At least they'd come out 

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XfinityAlfonso

Official Employee

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1.2K Messages

This definitely isn't the experience that we want for you as our valued customer! Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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user_jq4z6s

1 Message

3 months ago

Shocking! They skipped my appointment Sunday and was delayed today. Seems like maybe time for attorneys to get involved. Maybe a class action suit will get their attention. 

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XfinityThomasC

Official Employee

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2K Messages

Hello, @user_jq4z6s let's find out what happened to your appointment.

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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