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

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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? 

Question

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Updated 

4 months ago

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XfinityDemitrius

Official Employee

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1.8K Messages

10 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?

10 months ago

XfinityDemitrius

Official Employee

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1.8K 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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Was your question answered? Please, mark a reply as the Accepted Answer.tick
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

10 months ago

0

user_492443

1 Message

9 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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1.3K 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. 

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

0

user_zmfijc

1 Message

8 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?

0

Bernick29

New Poster

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2 Messages

8 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 

1

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XfinityAlfonso

Official Employee

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1.6K 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

8 months ago

0

user_is5h8l

1 Message

4 months ago

[Edit: Solicitation]

(edited)

0

0

user_h0ywj0

2 Messages

4 months ago

Right there with you.. we've had issues with our tv box getting stuck on the welcome screen. This happens almost every other month. When it happens I schedule an appointment only to have xfinity call me and ask if I'd go to an xfinity store instead to swap the box (this is over an hour drive for me). I always do it. This latest time I drove and swapped the box only to return home and find out the new box won't even power on. So I schedule a tech appointment...only to have the tech not show up.  This is beyond infuriating.  Count me in on that class action lawsuit!!

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user_h0ywj0

2 Messages

I can't even cancel service... whenever I call I get redirected to use the app which redirects me to call xfinity... seems like this might be intentional?

4 months ago

0

XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @user_h0ywj0! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your cable box, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

4 months ago

0

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