3 Messages
Bad experience during Xfinity service call: third-party tech from ITG was unhelpful & rude
Our Xfinity voice service quit working two days ago. The Xfinity chat agents did a great job troubleshooting and ultimately said we needed an in-person visit. The Xfinity service call was today. It went BADLY.
Although the tech drove an Xfinity van and wore an Xfinity-branded jacket, it turned out he worked for a third-party company. That company, ITG, apparently does not care whether or not Xfinity customers get help or service from your company.
Immediately upon arriving, the technician said the problem must be our own "defective" phones. When we disproved this theory--again, they all worked two days ago--he switched to saying "the line" was "bad," but it wasn't his or Xfinity's problem. He was hostile and combative and so was his boss, who we begged for help over the phone.
They both told us our only option was to call yet another third-party repair service and pay for the repair ourselves.
We are retirees living on fixed incomes. We have been Xfinity customers for 30 YEARS. Today we are ready to quit in frustration.
XfinityChristy
Official Employee
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1.9K Messages
2 months ago
I want to assure you that this is not the level of service we aim to provide at Xfinity. While we do sometimes utilize third-party contractors, they are expected to uphold the same standards of professionalism and customer care as employees of at Xfinity. It sounds like that clearly did not happen in your case, and I am so sorry for that.
I want to personally look into this for you and see what we can do to make things right. First, I'd like to understand a little more about what happened during the tech visit by reviewing your account history. To get started, please send a direct message with your full name and address along with any other details you would like to share with me. For example, do you recall the name of the technician?
More importantly,I will be able to work on getting your landline working.
I understand you're ready to quit, and I completely respect that feeling after what you've been through. But please, give me the opportunity to restore your faith in Xfinity. We value your business and your long-term loyalty, and we want to show you that we are committed to providing the reliable service and respectful treatment you deserve. Please let me know if you're willing to let me help. I'm here to listen and do everything I can to resolve this for you.
4
EG
Expert
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110K Messages
2 months ago
@user_bffl3q
To send the requested information in a private message to Xfinity Support;
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person but don't do that.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
[Permission from and credit given to BruceW].
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