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Saturday, August 23rd, 2025

Emotional Manipulation From Technical Support

Technical support attempted to guilt/manipulate me into giving higher feedback.

I called support to disable a previous service and enable my new service. The technician disabled the previous, but could not enable the new. They scheduled a tech for three days later (leaving me without internet for three days) which may have cost me.

I then fixed the issue myself im five minutes after the call.

THEN I received two calls, one after the other, from the technician's supervisor. They asked me about my satisfaction with the tech, to which I said that they were personable and professional, but were not able to resolve an issue that I able to figure out myself.

They asked me to give a score from 1 to 10, to which I said 7.5.

Their response? "Well, 7.5 is kinda bad. Could you give him a 9?" That response struck me as unprofessional and caught me off guard as I felt 7.5 was already on the generous side, so I said I could split the difference and call it an 8.

To which they said, "... sir, 8 is still bad. Could you please give him a 9? He is up for a promotion next week and a 9 would be very helpful."

To badger, prey on guilt & try to emotionally manipulate me into giving higher scores in this way is quite possibly the most disrepected I have ever been as a customer (especially after already being more generous than I felt was earned), and I felt that I should report this in some way.

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Official Employee

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2.3K Messages

22 hours ago

Hi there, @CanYouGiveA9 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. Oh no, I'm very sorry for your experience regarding a supervisor asking you to rate the service a 9. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging 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. 

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