Complaint Regarding Service Outage, Misinformation from Customer Service Agents, and Inadequate Compensation

I am writing to express my extreme dissatisfaction with the recent service interruption and the inadequate compensation offered by Xfinity. As a customer of 11 years, I expect a higher level of service and accountability. Unfortunately, my recent experience has been anything but satisfactory.

On July 5, 2024, all of my Xfinity services, including internet, security system, and streaming box, went down. I immediately called customer service, and an appointment was scheduled for Saturday, July 6. To ensure someone was available to meet the technician, I paid an employee to be at my house from 12:00 PM to 4:00 PM.

On the morning of Saturday, July 6, I received a text message indicating that the appointment had been rescheduled for July 10. Confused, I called customer service and was reassured by a representative that the appointment was still set for July 6 between 1:00 PM and 3:00 PM. Despite this confirmation, 3:00 PM passed without any technician arriving. When I called back, I was informed that the appointment on July 6 was a waitlist appointment and that a technician would not be available until July 10.

By this point, I was incredibly frustrated. I was supposed to receive callbacks from two managers, which never occurred. Additionally, I had been given conflicting information multiple times. On Sunday, in an attempt to resolve the issue myself, I sent a family member to the Xfinity store to pick up a new modem. This effort was unsuccessful.

From Friday to Monday, I had no internet, security, or streaming services, resulting in significant inconvenience and loss of work. As a professional who relies heavily on internet access to perform my job duties, I had to find an alternative location to work on Monday, July 8. Furthermore, I paid $100 to an employee to be present at my home for the original appointment on July 6, which turned out to be non-existent.

On Monday, July 8, my wife managed to schedule another appointment for 3:00 PM to 5:00 PM. A technician finally arrived, discovered the issue outside, and restored our internet service. However, the cumulative disruption had already caused a considerable impact.

On July 10, I contacted Xfinity through the chat feature to discuss compensation for the service outage and the inconvenience caused. I was offered a $40 credit, which is entirely unacceptable given the circumstances. I have had to explain this situation repeatedly over the past five days, and $40 does not even begin to cover the costs incurred or the inconvenience experienced.

This situation has not only caused a significant financial burden but has also affected me mentally. The constant frustration, the need to repeat my story multiple times, and the lack of adequate support have taken a toll on my mental well-being. It has caused unnecessary stress and anxiety, impacting my ability to focus and perform my job effectively. The level of service I have received has taken me out of my usual character, making me more irritable and stressed than I typically am.

As someone who works in the insurance industry, I am well aware of the need for exceptions and adequate compensation in customer service. $40 is not sufficient for the time, frustration, and mental distress this issue has caused. Gone are the days when Xfinity had a monopoly on internet services in my area. If Xfinity cannot provide reasonable compensation, I will be compelled to switch to a different service provider, such as Glo Fiber, which has recently become available in my area. The following tenured accounts will also be leaving:

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I know it’s a mere drop in the bucket, but I have already told these individuals about my experience over the last few days. These individuals have also had experiences like mine and it will not take much persuasion at all because little people stick together. It will be my goal for everyone I know in this area to no longer do business with Xfinity. On the other hand I could be letting these individuals know how this situation was corrected.

I expect a prompt and satisfactory resolution to this matter. Please contact me at your earliest convenience to discuss this further.

Thank you for your attention to this matter.

Sincerely,

Kevin [Edited: "Personal Information"]