Bill2181's profile

New Poster

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1 Message

Fri, Dec 18, 2020 10:00 AM

Customer service survey

Just received a survey questionaire about recent customer service experience. I was in the process of filling it out when it inadvertantly was sent to you before I completed it. Here's the probelm I had, but was unable to comunicate on the survey:

There was an issue with a second TV and the TV box. The light on the box was always blue, and we never had any problems. Several weeks ago when we turned on the TV there was no signal -- and the indictor light on the TV box had turned a purple/pink color. I tried all the usual solutions, unplugging and reconecting power, cables, etc.  I then went to your online help site, including the remote chat -- we tried everything, but nothing worked. I kept asking about the the indicator light on the box, but never got a response. Then I made 3 different calls to Customer Service where I could talk to a live human. Same results -- they tried various remote proceedures, but nothing worked.  Every time, I asked about the TV box, but never got an answer. It was as if they weren't even considering the problem was a defective box. After the last call, it was determined that a technician would have to  come to our house, and that I would be called back to schedule it. But I never received a call-back. All this time I suspected the issue was a defective box, but no one online or on the phone would consider it.  So, I finally went to an Xfinity store with the box, where I received a new one. I took it home, connected it, and success!  

It was extremely frustrating that I wasted so much time online and on the phone, and was unable to use the TV for several weeks.  It was such a simple solution, but nobody would give me a straight answer about the indicator light, so I had to figure it out myself.

Responses

Official Employee

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201 Messages

6 m ago

Thank you so much for taking the time out to provide your feedback on this. I understand the frustration that can happen when trying to address issues over the phone and so we always want to make sure that we are offering convenient options that are easy for our beloved customers to utilize. I'm glad that you were able to get the issue resolved by exchanging the box and sorry that it wasn't as easy as it could have been to do so. I will make sure your input gets passed along and I hope that if you need assistance with anything in the future, you'll reach out to us! In the meantime, I hope that you have a wonderful end of the year 🙂

Visitor

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2 Messages

17 d ago

I’ve been with Xfinity for 10 years and for the 10 years it has been the roughest every year they raise my bill or they taken off services or a channel. You would think that after 10 years they would be able just to give my kids their channel back they been watching the Cartoon Network for 10 years and now it’s gone, so needless to say this is my last year with Xfinity Internet and cable my services are great customer service is [EDIT: Profanity]. 

(edited)

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