Constructive Feedback on Support User Experience

Good afternoon Xfinity;

I wanted to take a second to leave some constructive feedback on my experience with Xfinity support. Briefly, my internet was down this morning. I work from home, so this is typically a major problem when I don't have Internet during business hours. I work in technology and did typical troubleshooting steps, like tightening the cables and power cycling my home device. I went outside to make sure everything looked connected properly, then logged into the Xfinity app and started the support chat. User experience is terrible, to say the least. A few talking points below.

Reporting the problem

- The app forces you to wait for the 10-minute period when troubleshooting, then power cycle the modem. Imagine a customer who's already done that, just sitting there waiting for some arbitrary timer to expire. To be honest, I couldn't believe it was happening. 

- Once I finally started talking to a technician, there were a few moments during the call when I started getting ad messages from them. I'm sure these are generated by the Xfinity system, but it's highly inappropriate when someone's trying to troubleshoot their service, which should be working. To be honest, this is pretty tone deaf to the situation at hand. 

- As I suspected, no outage was detected in the area, and the technician couldn't do anything to return the modem. So we scheduled a follow-up. 

Service Came Back

- A few hours later, the service restored itself. I logged into the app, clicked on the appointment, and was taken back to the interactive chat. For the life of me, I couldn't figure out how to get the chatbot to guide me through canceling the appointment. If there's no way to manage the appointment, I think you shouldn't provide a link at all. The situation is extremely frustrating. I want to cancel the appointment and don't want Xfinity to come out here. But I couldn't find a phone number in the app, so it wasn't clear how to get back to Xfinity to cancel. 

The "Cold" Call

Around 20 minutes later, I got a call from a recorded message telling me to call Xfinity and gave me a number. Why call me just to have me call another number back? This is worse than annoying, its a security problem. Xfinity - you are training your customers to call a number back to reach Xfinity Advanced Support, when it might be a scammer. 

Edit: When I called back I asked the representative to share my partial account number & balance given the phone I called on so I could authenticate them, which they did. For folks reading this I highly recommend you do something similar.

The Impression Left on Me

I suspect my experience is the end state of a long-running structural problem that commits proportionally little effort to the customer's journey across Xfinity's various support services. The ramshackle solution (from my perspective) works well enough I'm sure to retain many customers but communicates disregard for my time and security.

Sincerely,

Matt