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user_f9rso4
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3 Messages

Thursday, December 28th, 2023 9:37 PM

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Does the retention department still exist?

I have been a loyal customer for 15 years and have been trying to work with customer service to get better pricing.   They can only offer me to drop services to lower pricing.  Not willing to restore my legacy service discount.  Both on line and on the phone they are basically telling me to go to a competitor to save money?

Question

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Updated 

11 months ago

8.1K

7

XfinityAntoine

Official Employee

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1.4K Messages

1 year ago

Thanks for reaching out, user_f9rso4! I’m sorry you're not able to fins a better deal than what you currently have. The Retention team still exist, but they don't have a direct line. You'd have to call 1-800-Xfinity and request to be transferred to them. 

 

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user_f9rso4

3 Messages

The people I spoke to said that there was nothing to offer.   Is that true?

1 year ago

0

XfinityAntoine

Official Employee

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1.4K Messages

So you did speak with the Retention Team, and they couldn't help?

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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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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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1 year ago

0

XfinityAntoine

Official Employee

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1.4K Messages

1 year ago

If it was the retention team, yes. 

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0

user_f9rso4

3 Messages

Wow - FIos will be getting a call tomorrow then. Unfortunate 

1 year ago

0

user_yexuvf

2 Messages

I had the exact same issue today. Customer for over 20 years. Called to get latest promotion as I am not in a contract. Could see for a new customer it would be $40 less for my exact plan and include and upgraded gateway. Service says my same plan will cost me more today. Even though I am looking right at it for cheaper if was a new customer. I am not in a contract. Absolutely mind blowing. Zero effort to retain your customers. Your company does realize that there are actually options in the sf Bay Area right? Lol.  In the amount of time I wasted on the phone with no result and no supervisor to come to the line, I could literally walk 2 blocks to t mobile and get a wireless 5g internet package from them and hook it up in 15 minutes and pay 1/3 of the price I pay with your service then pay a streaming service and be money ahead. 

1 year ago

0

user_jzkxnc

1 Message

1 year ago

I was in this game too.  I was told to call  back every week until they have a promo.  I was in chat and he said that the retention specialist would call.  She then put me on hold, and hung up.  I called back and got someone from the US that spoke English, he wanted me to downgrade my cellphone service to save money when I was calling about internet.  He said to keep calling back and June is the best month for promos.  NO LOYALTY for existing customers, except to go down in speed.  I even know someone that called 2 months ago, was given a speed increase, price in half, for a 2 year term.  I think they make [Edited: "Language"] up as they go along.

(edited)

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user_czx9mt

1 Message

1 year ago

Same here- 6 phone calls and a trip to the actual Xfinity Store- 3 operators told me there was no retention/loyalty dept. My bill went up over $47 with no upgrade in services; was finally able to get $25 dollars reduced but am still paying over $20 more per month for the same service. Very untrustworthy business practices- loyalty should be reflected in bill reduction offers and senior citizen incentives. I have no complaints with Xfinity actual services( have TV, internet, land line and cell) but this having to pay more for less, getting the run around from customer service over and over is beyond frustrating!!! And might I add, I was quoted at least 5 different pricing options for the same services over the course of a few days???

3

XfinityFrank

Official Employee

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1.3K Messages

Hi there @user_czx9mt ! We appreciate your feedback and will certainly pass it along. While prices do increase periodically and the availability of promotions do change, we are definitely happy to check into what you are eligible for and help get you into a package and services that works for you and your budget. If you would like us to review your pricing and service, 

Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

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1 year ago

0

user_qplre0

1 Message

I am sick and tired of this overseas language barrier [Edited: "Language"] when trying to handle details!!!!!!!!!!!!!!!!!!! I have been trying to speak with someone who does NOT repeat themselves 10x and when I ask them a real question they cannot effectively answer suddenly they are having problems hearing me. After 25mins (constantly repeating himself) on a call with a  CSR, he then states he is transferring me to a Retention CSR so that what he and I discussed could be executed. That woman answers, and asked, "What can I help you with today?" - I asked if the CSR informed her of our 25min conversation about "Loyalty" discount and she says, "No" - OMGGGGGGGGGGGGGGGGGG! Then she wants me to to tell her what channels I watch, I am so confused as to whey she did not already have that information given that she works for Xfinity. I requested an escalation of my complaint of a bill increase of $23 for February and for March the bill has an additional $15 added, so my bill has gone from $207 to $245...It may only be a little less than $40, but it is more than I have budgeted to spend on television shows!!!! It has been a week and no one has called me about the supposed escalation of which I requested from Retention. If anyone has called me, they certainly never left a voicemail.

(edited)

1 year ago

0

XfinityWilliam

Official Employee

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1.2K Messages

Hello @user_qplre0. Sometimes when you bill goes up by that much, it means your promotion has ended, and you are put into every day pricing. Recently, some prices have increased on our customers bills. I would take a look at your monthly bill and see if you noticed this as well.

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1 year ago

0

Katniss

2 Messages

1 year ago

I got the same run around. The customer service lady told me there was nothing she could do because her computer doesn’t have those prices available but if I went to a XFinity store that they could give me the $50 promo for 24 months which included free equipment rental and new modem. I went to the XFinity store and they said they couldn’t do that price but could get me $65 with $15 equipment free and a year contract. Absolutely ridiculous! I’ll be changing service providers. Their prices aren’t competitive and customer loyalty means nothing to them. 

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XfinityMarcus

Official Employee

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1.4K Messages

Katniss, loyalty means everything to us here at Xfinity. In fact, we created an entire program which provides free rewards to customers as a thank you for the tenure they have had with the company. This program is known as Xfinity Rewards, are you familiar with it? I know how important it is to feel valued as a customer, and this program definitely does a wonderful job of emphasizing that.

 

As for packages, what is currently available is constantly updated with promotional opportunities over time. I would be more than happy to look at any potential options available for you. Thank you for using the community forums page to reach out as well.

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
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

1 year ago

0

Katniss

2 Messages

The $50 package is available now and was offered by your representative. She said I could go to your brick and mortar and get this deal so I did. The sales representative at the store said that they couldn’t honor that promotion but said XFinity customer service records the conversation and so they should be able to do it for me since your representative told me so. 

So in short, I literally got the run around. Wasted my time, gas, and sanity. 
Let me know when you listen to the recording of your representative telling me I could get the deal by going to your store and even get a new modem to replace my older one without a monthly rental fee. 

1 year ago

0

XfinityMarcus

Official Employee

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1.4K Messages

Katniss, I apologize if any miscommunication occurred during your interactions with previous representative, but I would be happy to see what I can do on my end for you. It would only take me a moment to review what your options are, if you could just send me a direct message with your full name and complete service address.

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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
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1 year ago

0

user_9q4ppx

1 Message

11 months ago

I have it worse. Diamond Member for 36 years and called to ask for some discount since the comcast people offer better deals for new customers. Same bad experience... we could lower your bill by taking away services. I called Verizon and got a comparable deal with all the channels for $115 less per month locked in for two years. They even gave me a $500 credit cover switch costs. I ordered the package after I had to replace a door sensor and they wanted to charge me a service call few to remove a piece of tape and stick the sensor on the door. 36 years of loyalty and they just don't care.

1

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XfinityDemitrius

Official Employee

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1.8K Messages

Hi @user_9q4ppx,

 

Thank you for visiting our official Xfinity Forums Community support page. We appreciate you taking the time to leave your feedback regarding your recent experience. If you happen to need any assistance, please do not hesitate to ask. Our team is always available and happy to help. 

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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

11 months ago

0

user_727de6

Visitor

 • 

1 Message

11 months ago

Been on the phone with Xfinity for the last 2 days. I requested to speak with the retention because I am truly considering canceling my service. My bill has gone from $235.xx per month to $260.xx within the last two years.  That price includes me  signing up for autopay and turning in 1 box.  That should have taken $20 off my bill. It didn't. My bill steadly went up with no one being able to tell me why. The representative I was speaking to said she is in the retention department and they have no specials to offer me. She basically told me to lower my internet plan (I work from home,  can't do that), take off any/all premium channels, and turn in my cable boxes (this is after I told her I don't have all smart tvs in my home). After that call, I ended up paying $2 less than my last bill and placed a 1 year contract on my service. Like why a contract when imnot getting a discount. I was reviewing the information and noticed the representative had also taken off my Peacock and dvr service. I called back about an hour and 30 minutes ago. This representative was praising me for being a gold member, etc. I'm going to spare you tell details. I'm basically paying $6.00 more with hair of the service. Foe Xfinity, this is how you treat your long time customers.

1

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XfinityShawn

Official Employee

 • 

1.4K Messages

 

user_727de6 this isn't the experience we want any customer to have, and I know price increases can be stressful overall. My team can help look to see if there is a new promotion to help lower your bill. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

 

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

11 months ago

0

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