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user_9pw2c0
1st Topic

6 Messages

Monday, August 12th, 2024 6:32 PM

Closed

Customer retention

I see no “direct message” icon. How do I contact someone who actually cares about keeping a long time customer?

Question

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Updated 

9 months ago

55

1

0

XfinityEva

Official Employee

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1.6K Messages

9 months ago

 

user_9pw2c0 Thank you for taking the time to reach out today. We ask that you first make a public post like this one and tell us a bit more about how we may assist. If needed we would invite you to send us a direct message. 
 
Are you experiencing any service or account issues? 
 
 

 

9

0

user_9pw2c0

6 Messages

Yes, our TV service has been terrible. A live chat person said it looked like a problem with our box and suggested we get a new one. The nearest Xfinity store is over an hour away, but he said we would have to pay Shipping to get a new box. I feel this is not right. We could also use a new remote as ours isn’t voice capable.  I have spent hours in chat trying to get a resolution.

9 months ago

0

XfinityChelseaB

Official Employee

 • 

1.6K Messages

@user_9pw2c0, I'm sorry about your experience, but those are the choices we have. You would have to go into a local Xfinity Service Center for free to swap the boxes or have one shipped out to you, but you have to pay for shipping and then ship the old one back. We could set up a tech appointment to swap them out as well, but there could be a charge for that as well since a tech had to come out to install the new box. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

0

user_9pw2c0

6 Messages

Okay, I guess I will  just cancel TV service and return the boxes.  So disappointed as a long time customer. The box isn’t good, yet I have to pay to replace it?

9 months ago

0

XfinityChelseaB

Official Employee

 • 

1.6K Messages

@user_9pw2c0, we don't want to lose you as a loyal customer and would hate to see you go. We aren't charging you for swapping out the box it's the means by which your box gets delivered to you that costs like shipping cost and or a technician appointment. You can go into an Xfinity Service Center and swap it out for free at no cost to you. Please let us know if you would like to get it shipped or an appointment setup so we can get that arranged for you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

0

user_9pw2c0

6 Messages

It is over an hour, each way, for me to drive to a center.

9 months ago

0

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