Despicable business practices

How much contempt for your customers does it take to have a planned outage without any notice, and a telephone support system that actually refuses to connect affected customers to a live representative?

Responses

XfinitySara

Official Employee

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1.7K Messages

2 years ago

Hello there, @riffraf1! Thank you for coming to the community for support regarding a service interruption you may be experiencing. I'm sorry to hear of the inconvenience this has caused, and I would love to help in any way that I can today! Whenever you notice service issues, we highly recommend utilizing My Account online or the Xfinity App to keep track of updates as they become available.

However, you are always welcome to also visit our Status Center where further details are often provided! Please let me know if this helps, and if you have any other questions regarding this interruption. For planned maintenance, we typically do provide warning in My Account (via the portal and/or application), but there may be times we don't get the word out as quickly. Again, I'm sorry for any inconvenience!

We are confident that our technicians are working hard to resolve things as quickly as they can, though! And they're very good at what they do, so rest assured you'll be taken care of as soon as possible, either way :)

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riffraf1

New Poster

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6 Messages

@XfinitySara The point is, there was no way to speak with a human being. Your system basically said “too bad.”

The point was that only a company like Comcast, that just doesn’t care, would actually schedule an outage - during day time hours - without notifying its customers.

There are many reasons why people hate Comcast. Canned answers that are not responsive to the question presented only add to that list.

2 years ago

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XfinitySara

Official Employee

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1.7K Messages

You've reached us, @riffraf1! And our Digital Care Team consists of live agents, happy to help 24/7 :) Is your service still being interrupted? Would you like for us to look into it for you? If so, could you please send our team a private message?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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2 years ago

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XfinitySara

Official Employee

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1.7K Messages

2 years ago

@riffraf1- I apologize for any confusion on my part. Doing my best to answer your question, which I originally believed to be rhetorical, we do not have contempt for our customers at all! I tried answering why there was possibly less of a warning this time, and am happy to look into things if you are still experiencing an active service interruption. Have you already confirmed in My Account or via our Status Center that this was, in fact, planned maintenance?

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riffraf1

New Poster

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6 Messages

2 years ago

Yes, it listed as “planned” outage and that you were “improving our service.”

It is unforgivable to give your customers no way to speak to a live human being. The robot said “speaking to a customer service representative will not restore your service more quickly. Goodbye.”

Tell me again there’s no contempt for your customers!

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Customer Service

riffraf1

Despicable business practices

XfinitySara

riffraf1

XfinitySara

XfinitySara

riffraf1

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