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Visitor

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13 Messages

Wed, Jun 22, 2022 9:51 PM

Does Xfinity train their customer service reps [Edited]?

If you ever have a problem with Xfinity service--and problems are very common--you will spend hours and hours on chats or phone calls with their reps, [Edited: "Inflammatory"].  I've spent many hours in the last couple weeks trying to get my phone service restored, and I've logged several verifiable, [Edited: "Inflammatory"], and several others [Edited: "Inflammatory"].  For instance, one tech support person even told me I had to sign a new service agreement so he could remotely install new software on my modem.  I looked at the agreement, and it included TV service, which I didn't have before.  When I asked about that, he insisted that I had to sign it so he could install the software, and then he would transfer me to the "retention team" to remove the TV service.  I did, and asked the "retention team" member whether it was true that I had to temporarily upgrade my service to have new software installed on my modem, and she said that was NOT true.  However, when I said that clearly the tech support reps must get some kind of kick-back for up-sells, but the "retention team" member denied this. [Edited: "Inflammatory"].  When I complained about the other rep [Edited: "Inflammatory"], she said she would note my concerns so they could be investigated.  

They sent me a new modem, but the phone service didn't work with that, either.   They finally ended up (after several hours of my time) sending a tech out to my house.  The tech replaced all kinds of cables and such, but concluded that there was still a problem--my phone number was still linked to my old modem on the Xfinity servers.  He said they would reset that within the next 24 hours, then he would be notified and call me to run tests.  Never happened.  

Over a week later, I contacted another tech support rep, explained what was going on, and asked why nobody had called me.  He blithely went on with his script, trying to get me to run the same "troubleshooting" steps that I had done several times before.  I asked him whether he could see what had happened in my previous tech support calls, and he said that he couldn't see any notes on my account.  I asked him to connect me with someone who knew what was going on, and he replied that he had set up a call-back for me, which would happen in the next 30 minutes.  Two hours went by, and I called their customer service number.  The new tech support person I talked to told me that nobody had called me because a support ticket had not been created as a result of the previous chat.  So the one who told me he had set up a call-back [Edited: "Inflammatory"].  Also, the new tech support guy said he could see all kinds of notes on my account about the issues they were supposed to be working on.  [Edited: "Inflammatory"]. 

Anyway, the guy ran some remote tests and said that the problem appeared to be with the phone connection on the modem they gave me.  Wait... the NEW modem they JUST sent me to hopefully fix the problem with my phone line?  THAT is now the problem?  Oh, that's not a NEW modem, it's REFURBISHED, he tells me.  So they don't test "refurbished" equipment before sending it out?  (Or did they just make up the part about the modem because they don't have a clue what's wrong?)  Now they are sending another technician out here in a couple days.

I asked to be transferred to the "retention team" so I could complain [Edited: "Inflammatory"].  I was repeatedly deflected by a woman named April, who kept trying to avoid the topic [Edited: "Inflammatory"], and instead focus on what they were already doing to fix my phone service.  "But we are sending a technician out, so what more do you want us to DO?"  I told her I wanted to be passed on to someone who could investigate [Edited: "Inflammatory"], and get back to me about what they were going to do about it.  According to April, however, the "retention team"--indeed, ALL the customer service reps--don't have ANY ACCESS to anyone who could possibly do anything about something like that, so apparently the previous "retention team" member I talked to [Edited: "Inflammatory"] about passing on my complaints, [Edited: "Inflammatory"], one or the other.  

Visitor

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1 Message

3 d ago

Yes, telling misinformation or lies must be standard operating procedures.  I moved and asked if I could have my connectivity at my new location.  I was told yes and that since they would upgrade my service all I need to do is use my Apple TV+ and stream the Xfinity app, and I would get the channels I wanted.  Well once I was connected Apple TV+ does not support Xfinity streaming, yet.  So they sent me a cable box instead.  Great but no splitter to get it to work, and they won't ship a splitter.  Also a Flex box will not work with my service, even though I have high speed internet and my own Wi-Fi.  So now I'm inconvenienced again and can't even watch simple TV.  Oh yeah, forgot to mention if I use the cable box my bill goes up $8.00/month.  Not what I wanted, I explained exactly what I wanted and was promised the moon.  Didn't get it.  Lost confidence in Xfinity

Official Employee

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797 Messages

Hey there, @user_b97b91, thanks for reaching out through Xfinity Forums! I apologize for the issues you have had with getting TV services added to your account. We would be happy to take a look at your account and help with ensuring you have the services you are interested in. You have reached the right place!

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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

Visitor

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13 Messages

Hi!  Don’t you want to help me with the problem of Xfinity reps lying to me constantly?

XfinityBrie

Official Employee

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601 Messages

3 d ago

@user_9d95a8

 

This is far from the experience we want to see any of our Xfinity Members go through, especially those who have been with us for so long. While we work hard to train all of our agents to be aligned on information, we do understand there are areas and opportunities for growth--and this is an exemplary scenario where we can. I'm sorry you've had to go through multiple instances of this, and we can certainly pull the account and previous conversations for our leadership to review and send coaching opportunities to the agents you've worked with previously.

 

In the instances of agents attempting to add services without your consent, that is a violation of both our customer interaction and customer approval policies, which is subject to disciplinary action. Agents are never permitted to make changes to a customer account, services or billing, without the explicit consent of the customer.

 

Our Official Employees here on the Xfinity Support Forums are members of the Corporate Office. We can log any and all feedback, complaints and grievances onto the account and take action from there. As we would need some personal information (namely contact information and account details) we would ask that you send our support team a direct message using the instructions below, this way your personal information is kept private.

 

Our team looks forward to assisting in any way that we can.

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3HMmeA7
  • 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.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

Official Employee

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342 Messages

I am sorry this was the impression, I assure you that we are not a sales team and there is not incentive on our end when it comes to the services provided, or making changes. I am here to help and would love to continue to assist you in private, where we can review call records and go over options to rectify any instance that may not align with our company standards. You are in the best hands. 

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

Official Employee

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342 Messages

I'd love to fully address your concerns. Please follow up with me in private to continue our conversation. 

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

Visitor

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13 Messages

@XfinitySheila​ I told me you can call my cell.  You have the number.

Visitor

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13 Messages

@XfinitySheila Nobody has called me.  Nobody has replied to the DM I sent to XfinitySupport.  Did you really want to go over all those service chats/calls with me, or were you just saying that in public and hoping to avoid actually doing it?

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