complaints

Several months ago, I purchased an Xfinity wi-Fi expansion pod. After a few months of use, it suddenly lost its connection and stopped working. I contacted technical support initially via the chat feature on Xfinity the app in subsequently over the phone despite multiple attempts working with technical support over several days the pod would not come back online if that point requested that the pod be exchanged and the Xfinity representative told me that an exchange order has been placed and that I should expect to receive a replacement within a week. A couple of weeks went by and no replacement arrived so I contacted Xfinity again and surprisingly no one could find any records or indication of a previous discussions. I went back to the Xfinity store in the Holyoke Mall and asked that the pod be exchanged but they refuse to do so because the pod was purchased over 30 days prior instead they directed me to one of the computer terminals and had me file a request with Xfinity online for the exchange. I've been promised a replacement for this defective pod several times and have spent hours upon hours on the phone with Xfinity as well as on the chat. I've been given tracking numbers several times for supposed shipments of replacement pods, however these supposed a tracking numbers were meaningless. To date, all Xfinity has done was caused more aggravation and made endless promises that have not been kept. We've spent hundreds of dollars each month on Xfinity services and have not received the value that was promised. Customer service reps have been rude, condescending and experts at gaslighting and time-wasting. Our town is building out a high-speed fiber network and we are looking forward to terminating our remaining xfinity services as soon as that's done.

Xfinity, do the right thing. Honor the promises you made and send my replacement pod!