Customer Service doesn't LISTEN!

I've just spent one hour having a "chat" with customer service. I vented yesterday that there's no help with pricing for seniors and received an answer to "chat back" and one of the gurus would find a price that would work for me. They just DON"T LISTEN. after 1 hour of repeatingly telling this rep that I don't want TV and my reasons why she just stopped answering me. I guess their "gurus" are only "gurus" when they can sell you what you don't want and can't afford. I remember a day when TV was free. I know this is a different world and that's ok,but it's not anything I'm interested in. All I wanted was my internet now I'll have to try somewhere else. Maybe someone, somewhere will listen and help. Never thought I'd be visiting a blog (no less twice in 2 days!) or I'd be shopping for something else besides Xfinity. So SAD. ely

Responses

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user_a3a64e

Visitor

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7 Messages

2 years ago

I called today to get some help with cable/ internet pricing. The only help I could get was to cancel all of my television. And pay $92 plus tax for blast internet connection. My problem is I've been a customer for over 3 years at this address 10 years at a previous address. This is how customer loyalty is repaid. Now I get to shut the world to try and find an internet I can afford. I have always paid my bill info before it i comes due. I can't believe when a new customer can get internet for $35 a long-term customer gets charged three times the rate. That's NOT customer loyalty.

Note: This comment was created from a merged conversation originally titled No loyalty for long time senior.

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XfinityRoberto

Official Employee

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1.7K Messages

Hello and welcome to Comcast @user_a3a64e! Thank you for taking your time in reaching out to us today about your promotion concerns. Bill increases can be a hassle to deal with, and we're sorry to learn that you're having this unfavorable experience. Our team of Billing gurus would love to research this for you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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2 years ago

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user_a3a64e

Visitor

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7 Messages

As you can see by my previous post, I've had my first REAL issue with Xfinity. I'm SO pleased to say that they have come through for this senior. It took a lot of time on my part (I type REALLY slow), and I'm sure a lot of patiences on the part of first Emily B, then Eva, and finally today Christy. These 3 ladies came through for this old lady and once again I'm a happy Xfinity customer. I take back what I said about them not listening.

Note: This comment was created from a merged conversation originally titled getting help

2 years ago

XfinityEmilyB

Official Employee

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2K Messages

That's what we love to hear, @user_a3a64e! There's no way you can be an "old lady" if you're using the forum like all the cool kids these days ;). We are always happy to help out, so you can reach out to us at any time if you need anything in the future. I hope you have a wonderful rest of your day ❤️

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2 years ago

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XfinityMadinah

Official Employee

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149 Messages

Dear Maura

Thank you for sharing your positive experience on the Xfinity Community Forum.

Recognizing our employees with special shout outs is our favorite thing to do. We've shared your compliment with Emily and Christy's leadership.

We always want you to have the best experience possible. Thank you for being an Xfinity customer.

Kind Regards,

Madinah

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2 years ago

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XfinityEva

Official Employee

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1.7K Messages

2 years ago

@user_a3a64e I am sorry to read you feel this way. We responded to your request right as it came in. There may be delays as it is not an instant chat but rather direct message (like a faster email) and there are times when we send responses back at almost the same time and a notification might be missed. Please check your direct message, and we are happy to continue assisting!

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MNtundraRET

Gold Problem Solver

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5.9K Messages

2 years ago

The real problem is that 70% of seniors retired with insufficient money saved for retirement. The "bean counters" at Comcast determine what Customer Service can do. I am sure they understand your problem, but really can.t offer much help for special pricing.

(edited)

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EG

Expert

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110.4K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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