Visitor
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2 Messages
Customer service “help” proves absolute incompetence
(See photos of my Chat here)
Let me begin with this statement which begins each individual C/S person’s text with Online Chat, meaning there can be multiple instances (customer is handed from one C/S person, and connected with another C/S person) throughout the entire Chat (thread).
“I appreciate you for bringing this to our attention. You've absolutely got the best person to help you with this concern. I will definitely help you on this”, which now proves to me absolute incompetence.
My initial concern was that I received an email from Xfinity advising me ”We’ve reversed your last federal Affordability Connectivity Program Credit”… So, realizing my mistake days earlier of having requested the ACP for my new Lifeline Service provider, which Xfinity (My internet provider) now discontinued because you can’t have 2 ACP benefits at the same time. Here we go: Unfortunately, I started with my other pre-opinion of incompetency the “Xfinity Assistant”, finally to a “Live Agent” using Chat.
Over the course of 1 1/2 hours, 4:26pm-6:01pm I had Chat with 4 Xfinity people, and the 4th (“Loyalty team member”?) after she failed, began connecting me to another (5th), and after several minutes waiting with the again message on the chat screen “Connecting you with a live agent current place in Line:1” I hung up.
Summary: The assurances stated by customer service Agents, and Xfinity in general of absolute, best person to help you, “Thanks for being a Xfinity Customer”, and not the least, “The new Xfinity.com experience is here” dated 11/8/22 in an email are deceptive and painful with the experience being customer-helpless, anger, and in total awh of the magnitude of incompetent service.
The time the Chat had been taking, the passing (Me) from one Agent to another Agent, unknowledgeable of services/product, some information given me was incorrect ie. That I was eligible for the Flex box only later in Chat to be told that I was not eligible (having taken an extra direction and more waisted time), over-stated and redundant statements assuring their help/service which was proven by this total tragic experience, my best assumption that while waiting for Agent #5, I was now being ignored (while on a lengthy wait as the next one in Line) and totally unprofessional help/customer service leaving me with nothing accomplished, and a angered feeling of being frankly compared to having been assaulted.
(Rather than uploading 50+ photos, I’ve condensed them into 2 photos #1, #2. See photos of the Chat texts):
Referring to the benefit/credit ACP, the federal “Affordability Credit Program”, Xfinity plans/Equipment: “ACP”, ACP+”, “ACP++”, “Internet Essentials”, and “Flex.”)
“ACP”, “ACP+”, “ACP++” & “Internet Essentials” & Plan upgrade & “Flex” (Qs) = Total service failure!
Thank you for reading,
Daniel R.
Xfinity Customer
Accepted Solution
XfinityThomasA
Official Employee
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2.3K Messages
2 years ago
@user_Custdr Thank you for your feedback. It's important to us that clear expectations are set, and that we're all on the same page. I'd be happy to answer any questions you may have to clear up any confusion regarding the email you received, ACP program, and any other concern you may have. Could you please send our team a message with your full name, full address, and a brief overview of your question or concern? We can definitely speak in detail and esure you're all set moving forward.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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Accepted Solution
Six_degrees_of_separation
Visitor
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2 Messages
2 years ago
@XfinityThomasA
I am not interested in your offer: “ I'd be happy to answer any questions you may have to clear up any confusion regarding the email you received, ACP program, and any other concern you may have” And, let me tell you why, First, you took an opportunity to engage with me, and blew it. Your opening put a familiar bad taste in my mouth reminding me of which I’m convinced that Xfinity’s philosophy (shared by similar greedy companies) are to deceive people into becoming customers at the cheapest possible way without jeopardizing its image by unveiling itself as deceptive and misleading. Obviously, my opinion is based on my experience with Xfinity, and nothing that Xfinity claims to be is representative in their workforce. I’m offended that assuming you understood what I wrote in my post, you (in my opinion) are completely taking the position that Xfinity will not accept any responsibility for that nightmare I described in my post. I will be clear to you that your words are insincere because nowhere in your disappointing speech do you indicate acknowledging that I’m telling a real-life documented (with Chat transcript) customer service complete service failure recently [Edit: Inflammatory] who are fluffed believing they can fulfill their job, when in reality, when they are expected (especially with their assurances to me that they have the ability and capability to fulfill and resolve my issue, but don’t, and obviously prove that they are the opposite. Your offensive words implying frankly that it was me who had wrong expectations, on the wrong page, and was confused are typical of one and all of not taking accountability and responsibility, and point the finger. Secondly, I was not, and I am not confused about the email I received, and you or anyone else at Xfinity will no longer have my expectation with that narcissist attitude I read in your insincere reply. Save your speach for an idiot, I’m not buying it. Your opportunity came because you brought it, and in bringing it in the manner you have, reminded me of the same frustration of having [Edit: Inflammatory] on the forefront of a company as I recently had the excruciating pleasure d my expectations and trust completely destroyed in a customer service nightmare. No thanks, I don’t want to hear, or experience it again!
(edited)
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user_127727
Visitor
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5 Messages
2 years ago
Oh and one more thing! It’s entered as an accepted solution??? There was no resolution whatsoever! [Edit: Language]? Does Xfinity get positive ratings from the FCC, government agencies and continue their tremendous growth based on the number of acceptable resolutions (which is not what customer service gives anyone). I mean what the [Edit: Language] is that supposed to mean ACCEPTABLE SOLUTIONS???
(edited)
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