Assistant manager needs to be fired immediately

First, I’ll start by saying that Marcus Scott, the assistant manager at the Hattiesburg MS Xfinity store, needs to be fired immediately. 

Here’s what happened: my wife and I were instructed by both Xfinity online support, phone support and the Xfinity app to go to an Xfinity store to verify ID to activate a phone. When we arrived, the assistant Manager, Marcus, refused to help us, stating his store isn’t connected to corporate, whatever tf that actually means (hard to believe since they’re able to swap out equipment, make changes to our account, etc).

When I tried to show Marcus my phone where the message indicated I needed to go to a store, he refused to look at the message and said he can’t help us. So, we left and called tech support. After an hour on the phone, phone support said to go back to the store and let them speak to an employee.

The employee we first encountered upon returning (not Marcus), said she “isn’t allowed to talk to tech support on the phone.” Absolute lie. So, I said let me talk to the assistant manager again. When he came out of the back room, I said phone support wants to talk to you and Marcus said we don’t do that here.

When I told phone support what Marcus said, phone support said that isn’t correct and concurred with me when I said they’re lying and refusing to help us. Marcus then said it’s because their system isn’t working, which is not what he said the first time (the first excuse was they aren’t connected to corporate. His excuses changed and prove he was lying). I asked if the system issue is temporary or permanent and he said he didn’t know, it’s been that way for weeks.

I asked if there was another store that could actually help me and he said he didn’t know. So, either Marcus is a liar or he’s incompetent but either way, he absolutely needs to be fired and the store staff needs to be retrained on proper protocols and customer service etiquette. Only one employee there was polite - she deserves the manager job. Marcus Scott needs to be swiftly removed from his job.

I’ve reached out to Xfinity phone support about this issue and supposedly it’s been escalated, because as of right now, the ONLY way to activate this phone is at a store and the only store nearby is refusing to help us. I’m currently paying for a phone and plan that I’m not using because we can’t activate the phone due to Marcus refusing to do his job.

So, we need to resolve this. I need to activate this phone or return it and cancel the line so I’m not wasting more money, and Marcus Scott needs to be terminated, plain and simple.