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.