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

CCGina

Official Employee

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800 Messages

4 years 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 🙂

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user_cac2e2

Visitor

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2 Messages

4 years 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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user_92cecd

Visitor

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1 Message

4 years ago

I am amazed by the service I received from one of xfinity technician by the name Levell Garrett he completed the entire rewiring and installation in less than 30 minutes...Best no hassle experience ever

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user_0c49cb

Visitor

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1 Message

4 years ago

I just got off the phone with Felicia (person attached to my account) and if comcast doesn't promote her then I am sure this company will not exist in 10 years! Yesterday I was on the chat / phone with 6 different employees! Yes, 6 employees for 4-5 hours!!! I have near 150-200 screenshots of the entire customer service employees just messing up my account over and over! One employee literally told me the last employee I was working with did not cancel my account. However, that last employee specifically stated that "I canceled your entire account!" If I don't get the $100 Visa that I am supposed to get with the online order for this house or my other house I just recently added I will add all these screenshot to my social media accounts for the world to see.

In short, xfinity accidentally dropped my internet service and then could only give me new plans that cost me double what I originally had because they didn't know how to get my internet back. In addition, the people tried to say that for my inconvience they could give me a more expensive plan! You really should teach employees not to say that because that just makes people more angry!

Finally, I was assured my internet would come back on at 8:00 am this morning and it did not so I called back again!

Felicia was able to see all the mistakes that were made and had me back up and running in 25 minutes. If you ever lose employees like Felicia then your company will be gone! I hope you realize that xfinity! I have an AT&T technician that is coming out to add their line to my house so that when the day comes where xfinity messes up again, I will just switch coverage. I have multiple rental properites and I have called other providers for all my rentals now to have them add there lines to my rental houses! I did not know that internet providers would be so willing to do that for free! My guess is they know that the day xfinity messes up again I will just call and switch to them!

In addition to all this nonsense, xfinity employees (1 of the 6 I talked to last few days) send me an xfinity flex for the wrong plan that was supposidely cancelled and stated that when it gets that I will need to take it back to the store else they will charge me?!!?! Like are you serious right now! Come on xfinity what is happening over there?!

I have always been with xfinity for a long time, but now I second guessing my choice.

For now I am keeping my coverage with xfinity, but I assure you it is not because of your company or any of the 6 people I talked to yesterday. It is only because of how Felicia helped me with kindness even though my situation was supposed to be "impossible" to fix! She just got back from vacation and had to work on my case this morning! I want to say thanks to Felicia (not xfinity) for not trying to get me to sign up for a 2nd contract where I would get double charged each month from xfinity like every other employee tried to make me do! Without you xfinity would not exist!

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user_6b573c

Visitor

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2 Messages

4 years ago

I am a new client who has been waiting for 2 days with no call or show from the technician. In addition, when trying to call to ensure the technician had an intent to come, I kept getting the run around saying he is delayed and will be there however still no call or show. I had to be on the phone for two hours with no solution as to what the customer service support can do for me. I am extremely disappointed with the entire process. You definitely should look into the process you have in place to inform clients when a technician will not be arriving to do new installation. In the age where most jobs are remote, it is vital to have internet access and you guys should do much better. Maybe take some lessons from Verizon Fios on how to treat and inform customers.

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user_6b573c

Visitor

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2 Messages

4 years ago

I am a new client who has been waiting for 2 days with no call or show from the technician. In addition, when trying to call to ensure the technician had an intent to come, I kept getting the run around saying he is delayed and will be there however still no call or show. I had to be on the phone for two hours with no solution as to what the customer service support can do for me. I am extremely disappointed with the entire process. You definitely should look into the process you have in place to inform clients when a technician will not be arriving to do new installation. In the age where most jobs are remote, it is vital to have internet access and you guys should do much better. Maybe take some lessons from Verizon Fios on how to treat and inform customers.

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