Concern Regarding Poor Customer Service and Delayed Equipment Delivery

Dear Xfinity Customer Support,

I am writing to formally express my disappointment with the customer service I have received throughout the process of ordering and receiving my modem. From the very beginning, this experience has been far from seamless, and I feel it is important to bring these issues to your attention.

When I first placed my order online, the system gave me an error and I had to spend over an hour on chat with an agent to complete the order. I was assured that my modem would arrive within 3–5 business days. However, I never received a tracking email, and when I reached out on day 4, I was told it would arrive on day 5.

When the modem did not arrive, I contacted support again and was once more promised next-day delivery. After still not receiving it, I was made to pay an overnight delivery fee—yet the modem still did not arrive. I then spoke to another agent who promised delivery within 45 minutes, which again did not happen. After multiple transfers, I finally spoke with a manager who assured me of a $10 credit that never appeared on my account.

Ultimately, despite multiple reassurances and wasted time, my modem did not arrive until Thursday—over a week after my initial order. While I acknowledge that a $30 fee was waived, the delays, misinformation, and lack of follow-through created a frustrating and stressful experience.

At every step, I was given inaccurate information, broken promises, and inadequate support. I cannot help but question if this is the standard way Xfinity operates when it comes to new customers.

I am requesting that you review my case, ensure that the promised $10 credit is applied to my account, and take steps to address the serious gaps in communication and customer care that I experienced.

Thank you for your attention to this matter. I look forward to your response and resolution.