BEWARE OF AWFUL CUSTOMER SERVICE

Hi there, I’m writing to share some advice that might be helpful for you in the future. I’ve been a loyal customer of Xfinity for years, having subscribed to your cable and internet package. I even considered upgrading to Xfinity mobile, but I ultimately decided against it due to the poor customer experience I encountered.

When I moved to my new apartment, I discovered that the modem in my bedroom didn’t provide coverage throughout the entire apartment. Since I work from home, this was a significant issue as I had to continue working from my bedroom to stay close to the modem. I reached out to Xfinity in July while I was on maternity leave to resolve this problem before I resumed work.

During my call, I was informed that upgrading to Xfinity Connect would provide me with extender pods to extend the network coverage. However, I was never made aware that there was a possibility of failing an evaluation and not qualifying for the upgrade.

After a series of conflicting responses from the sales and customer support teams, I found myself in a confusing situation. Half of the agents informed me that they had overridden the decision and were sending me the pods, while the other half denied my request and stated that I wouldn’t be receiving anything. This was quite frustrating, especially since I had spoken with at least 20 representatives and called dozens of times about the issue without any resolution.

During my last call, I had the pleasure of speaking with a very kind woman who assured me that she had taken all the necessary steps to ensure that I would absolutely receive the pods. This morning, I called to check the tracking information due to some connectivity issues while working from home. Unfortunately, I was once again denied and informed that I wouldn’t be getting anything.  

There’s a clear disconnect between your teams, and as a result, you’re losing a valuable customer. I’m currently switching to another internet provider and will be canceling all my Xfinity services. It’s quite surprising that you’d rather lose a good client than send us a set of pods that we can return when we’re finished using them.

I strongly encourage you to review my account to witness the absurdity of this entire situation. During a chat session, I was disrespectfully treated by one of your supervisors as he got frustrated, banged on his keyboard, sent me a bunch of random letters and numbers, and ended the chat.

I don’t intend to come across as bitter, but I’m resolute in sharing this experience with everyone I know to ensure that no one else has to endure the same treatment.