Great employees deserve better

Do not require AI/xfinity assistant (bot) as the 1st way to interact, give an option to customers…DONT make service reps/techs follow the same steps with customer repeatedly. Allow reps to think to resolve an issue  & to use common sense to make a judgement call. You know, all the things AI cannot do. Or at least have your systems identify what steps have already been taken by previous reps, calls, customer, etc. After allowing the care/rep to set an appointment for a tech to visit our home, DO NOT have advanced tech support call and HARASS the customer into more troubleshooting steps to avoid having to pay a human tech to come out to the customers house. Especially after all the systems and billing shows zero issues. DO NOT HAVE ADVANCED TECH SUPPORT SUGGEST TO JUST TAKE THE EQUIPMENT TO THE STORE TO SWAP OUT, even after everyone knows that the equipment isn’t the issue. Customers SHOULD NOT BE MADE TO FEEL like we are providing hours of FREE labor (I spent a total of 10 hours navigating your terrible and incompetent AI, Xfinity assistant, resetting my entire system 5 x’s, rebooting all of my tv boxes 15 x even when I was able to replicate the issue when the techs are seeing that the boxes and service shows no issues. The most comical part of all of this is, after the tech came to my house he immediately knew there were signal issues, then saw I was still running a system amplifier from 2016, which he removed. He was able to get some of my tv services back. But guess what!  The signal and line needs to be fixed by the next level technician in the next few days!!! Wow after tech support and advanced tech support couldn’t do anything but read a script and repeat the same steps over and over…this tech (a human) was able to see w/in 30 seconds the issue would not be any of my equipment or no amount of system resets or reboots would fix. Essentially your internal processes wasted not only 3 separate employees time, forced a long time paying customer to troubleshoot for hours with ZERO compensation. Wait, actually Netta, did credit me $29 for the week of tv services I wasn’t able to use. I still do NOT have all of my services.  BTW, Quantum is laying fiber in my neighborhood right now (I have all the trucks and fiber spools sitting in my culdesac) I sure hope you all figure this out before we as customers get another ISP option in our area.  The only reason I still have xfinity, is because I don’t have a choice. Oh and one last thing….make it easier for customers to provide feedback critical to you optimizing and improving the way you service your customers.