Customer retention

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.

@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. 

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?

@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. 

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