3 weeks now, cable line not buried.

OPEN LETTER TO TOM KARINSHAK, CHIEF CUSTOMER EXPERIENCE OFFICER OF XFINITY/COMCAST

Dear Mr. Karinshak,

I am writing to express my complete disgust, anger, frustration, and disappointment with the customer service I have received from Xfinity. As Chief Customer Experience Officer, you should be concerned about the way your company treats its customers, because my recent experience has been nothing short of unacceptable.

Approximately three weeks ago, an Xfinity technician was working at my neighbor’s house and, in the process, disconnected my cable and internet service. Through no fault of my own, I was left without service for five days before another technician finally came to my home and ran a new cable line.

You would think that once the new line was installed, the problem would be resolved. Unfortunately, that was only the beginning of this ongoing nightmare.

It has now been three weeks, and Xfinity has repeatedly failed to send someone out to locate the underground utilities so the cable line can finally be buried. I have had multiple appointments scheduled, only to have nobody show up. No one seems to take responsibility, no one follows through, and no one appears to care that this issue remains unresolved.

Every time I contact customer service, I am given the same empty promises. I am told not to worry, that everything will be taken care of, and that someone will address the problem. Yet nothing happens. I am left wasting my time, repeating the same story to representatives who seem more interested in getting me off the phone than actually resolving my problem.

What makes this experience even more infuriating is that, rather than simply addressing the issue I am calling about, representatives attempt to sell me new cable or internet packages. Why would I want to purchase additional services from a company that cannot even properly resolve an existing service problem? Before trying to sell me anything else, Xfinity needs to demonstrate that it can deliver the service and customer support I am already paying for.

Let me be perfectly clear: I am not asking for anything special. I am asking Xfinity to do its job.

I pay a substantial amount of money for Xfinity services, and I expect a reasonable level of service, accountability, and professionalism in return. I should not have to spend weeks chasing your company to finish a job that should have been completed in the first place.

And this is not simply an inconvenience anymore. The unburied cable running across my property is a tripping hazard and a legitimate safety concern. It is unacceptable that this situation has been allowed to continue for three weeks despite multiple scheduled appointments and repeated attempts to get it resolved. There is no excuse for allowing a potential safety hazard to remain unaddressed while customers are repeatedly given assurances that turn out to mean absolutely nothing.

Mr. Karinshak, I want you to understand just how damaging this experience is to a customer’s confidence in your company. Your representatives may be following scripts, but scripted apologies and empty promises do not constitute customer service. Customer service means taking ownership of a problem, following through on commitments, and making sure the customer does not have to keep calling about the same unresolved issue.

I am beyond frustrated with the incompetence, lack of communication, and complete absence of accountability I have experienced. I should not have to escalate this situation to the Chief Customer Experience Officer simply to get a cable buried. Yet here I am, doing exactly that because the normal channels have repeatedly failed me.

At this point, I expect the following:

Immediate action to locate the underground utilities and schedule the burial of the cable line.

A confirmed appointment and clear communication regarding when this work will be completed.

Accountability for the repeated missed appointments and the unnecessary time I have spent trying to resolve this issue.

A permanent resolution, not another apology, another promise, or another excuse.

I am asking you to take personal notice of this complaint and ensure that someone at Xfinity finally takes responsibility. I do not want another sales pitch. I do not want another scripted apology. And I certainly do not want another appointment where nobody shows up.

I WANT THIS CABLE BURIED, THE SAFETY HAZARD ELIMINATED, AND THIS ENTIRE SITUATION RESOLVED IMMEDIATELY.

Xfinity should be embarrassed by the way this situation has been handled. No customer who pays for your services should have to endure this level of frustration over something as straightforward as completing a cable installation.

You have an opportunity to turn an extremely dissatisfied customer’s experience around, but that will require action, not words. I expect Xfinity to demonstrate that customer satisfaction actually means something to your company.

I look forward to receiving a response that includes a concrete plan and a definitive timeline for resolving this issue.

Sincerely,

A Thoroughly Disgusted and Disappointed Xfinity Customer