1 Message
customer service
Customer service is terrible. So many comments on here about the same thing I am so frustrated about. The difficulty in contacting a human being as the automated options are not adequate. Xfinity replies repeatedly refer people to the phone line or auto options for which there is only AI options- none of which address my concerns. Even to schedule a technician to come to the house the auto options require self trouble shooting first - including accessing the hardware connections which I cannot do since I am disabled. It will not route you to schedule a technician until you exhaust all of the trouble shooting. Totally ignoring customer concerns. Here is one quote that was an xfinity reply.
"Thank you so much for using our Forums and we are sorry to hear about your experiance. If there is ever anything we can help with please let us know and we are happy to provide you the best experiance. "
"Experience" is spelled wrong for one thing. Another indicator of how unimportant it is that you make a good impression. More importantly, if you were sorry, you would make an effort to improve customer service instead of belittling people by telling them you tried to help but they were unreasonable for finding the long wait times in the live chat unhelpful.
"If there is ever anything we can help with please let us know"---REALLY?! How many times do customers have to ask for it?! Hire some human beings!!!
Even going to the brick and mortar store is a poor option. My local store doesn't open until 10 am.
EG
Expert
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112.4K Messages
11 months ago
The concern is not "Channels And Programming" help related....... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityThomasB
Official Employee
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2.2K Messages
11 months ago
user_36ttry thank you for sharing your experience. We have a lot of humans working, our Xfinity Assistant is pretty powerful, even with a live person, we still do some troubleshooting before sending out a tech to make sure it is not a quick fix. A cool statistic that I heard that really blew my mind as that nearly 80% of customer interactions are resolved by our Xfinity Assistant without any additional assistance needed. I am old school and was honestly skeptical about the system, but it is really impressive how effective it truly is at handling quick concerns and troubleshooting. Nothing will fully replace human interaction though, our team is always here for you to ensure you get first-class support.
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EG
Expert
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112.4K Messages
11 months ago
@user_36ttry
You haven't described exactly what the problem that you are having is ??
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