Customer service

Where do I send complaint letter for poor customer service at Vernon Hills IL store and follow up with Xfinity assistant?

Responses

XfinityAlyssaA

Official Employee

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2K Messages

10 months ago

Good afternoon @user_Sk109a, and thank you for reaching out to our dedicated Forums team, we assure you that we take your feedback and experience very seriously. We are sorry to hear that you received poor customer service at your local store and appreciate you taking the time to bring it to our attention. We can send the feedback to the appropriate team for review and investigation. To get started, we will request some information regarding your experience so we can ensure that the proper details of the incident get sent to the appropriate teams.

To better assist, can you please send us a Direct Message?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message 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

We look forward to working with you further and trying to make this situation right.

(edited)

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user_Sk109a

3 Messages

Alyssa,

I sent my message by private chat as you state and have not heard back from you.

As a note I worked a third time with Xfinity, this time with Live agent, since my previous encounters by messenger resulted in two incorrect older remotes being sent to me, when in fact I asked for an XR11 because the XR15 is such a poor ergonomic design especially for elderly hands.

After waiting 3 days for callback I worked with live agent who assured me I would get 2 - XR11 remotes the next day. Well they arrived but they are wrong again. You sent me 2 XR15 remotes.

What is wrong with Xfinity in that it cannot fill this simple order? It looks like I will need to buy it on eBay or Amazon. What a frustrating experience. I pay you $270 a month. I expect better customer service.

Regards,

Sergei [Edited: "Personal Information"]

Riverwoods, IL.

(edited)

10 months ago

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XfinityPaula

Official Employee

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1.5K Messages

@user_Sk109a I'm sorry you are not seeing the direct message reply from us. I know how difficult it can be when trying to use a remote that does not meet your needs.

The XR 11 is my honestly my favorite remote and like you, I do not find the XR 15 helpful, but the XRA remote may offer all the options you need. I wish we had the ability to request a XR 11 for you directly, but since those remotes are no longer in production we do not have the option to place that order. I understand the importance of this for you and want to help out in any way we can.

Do you think the XRA remote will help? If so, I can help with ordering one for you and have it shipped for free.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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10 months ago

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user_Sk109a

3 Messages

@XfinityPaula

sadly your customer service department just sent me 2 more wrong remotes. They sent me 2 labeled XR11sub…..they were, guess what the horrible XR15 remotes. So that’s 4 wrong remotes.

I was not aware you had the XRAremote. It looks great. Could you please send me one to my home address? Thank you.

[Edited - Personal Details]

(edited)

10 months ago

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XfinityJamesC

Official Employee

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2.3K Messages

We can definitely take care of that for you, @user_Sk109a! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we can get everything set up.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

10 months ago

0