CEO needs to pay attention to the poor customer service

I have had Xfinity for 12 years and although the customer experience was poor from day one, it has gotten so much worse. If I had a choice of another carrier, I would be long gone.  This week alone I spent 3 hours on chat to get a new plan (ridiculous waste of time) that a phone call could have handled in 20 min, except you can't get past the prompts to have an actual conversation.  After those 3 hours, had a new plan, was mailed my equipment. Went to install equip today and had to call support- 2 hours and 5 reps later I was told that the plan they offered me on Tuesday, was cancelled on Wed.  I have a confirmation letter and not one person could tell me why this was cancelled, nor reinstate it.  How can Xfinity not stand behind their committment? I was told that no one could find that plan today, so they could not offer it to me.  YOU ALREADY OFFERED IT TO ME, I SIGNED THE PAPERWORK AND YOU SENT ME A CONFIRMATION EMAIL.  And all of this is documented on the Chat conversation so how can Xfinity say they can't  offer the plan they promised me? Speaking for 2 hours to reps in India, being tossed around to 5 ppl just shows how poorly this company is run.  I then had to drive to Xfinity to return the equipment they sent me because they cancelled my plan and I don't get equipment included now!  I spent 5+ hours of my time this week - as it turns out- for nothing because I am back on the original plan.

Please do not tell me "I'm sorry for your inconvenience" or "This is not the experience we want our customers to have" because it has been my experience each and every time I have  contacted someone for 12 years. This is just one example of the poor customer experience I have had.  Disappointed in how you handled this situation and your committment to the product you sold me. The right thing to do is the give the customer what you promised them, and put in writing to them.  

The CHAT option is horrible, someone chats with you and who knows how many other ppl- and you spend 3x as long to get something done that a quick call would have been. Surveys are a waste because Xfinity makes no changes, and I assume this forum will also be another complaint thrown to the wind. 

Know your product, stand behind your committment and learn that your customers time is valuable. You can do better but you have to choose to make changes to achieve that.