Escalation Request: Unprofessional Support and Policy Misrepresentation

Hello,

I am an experienced IT manager overseeing 21 support technicians, and I am extremely disappointed with the support I received in a recent chat.

Since early July, following maintenance in my area, I’ve had ongoing Wi-Fi issues. On my third support chat this week, the agent (Lohan) acknowledged a signal issue reaching my device. Instead of resolving it, they:

Suggested "giving" me access to use the already free public Xfinity Wi-Fi hotspots in my area, which I cannot use due to government security restrictions.

Without my consent, the agent said they would "go ahead" and sign me up for a "completely free" mobile line, then started walking me through setting it up on a dual SIM phone. This was pushy and inappropriate. If I had not insisted on a technician visit, as previously recommended by a phone agent if my service continued to fail, I would have been signed up for a promotional plan that is not truly free long term.

After I expressed concern about their tactics and my equipment possibly failing, the agent (Lohan) said a technician would come Saturday between 9 and 11 AM, and claimed they were waiving the technician fee "just for me." Because I'm a valued customer... This is misleading. It's not your policy that these visits incur a charge, especially when replacing failing equipment.

Lohan agreed to wait for the confirmation email with me, confirmed my contact info, the. ended before I received any confirmation, and no appointment was ever scheduled. It's the next morning...

This kind of commission-focused behavior and misrepresentation of your policies is unacceptable. I’ve been a customer for nearly a decade and expect better.

Please escalate this and have someone reach out to schedule a proper technician visit without sales pressure or misinformation.

Regards,

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Accepted Solution

Desounds

Visitor

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3 Messages

7 days ago

Just following up, since I just received an email requiring that I mark this post "resolved"

I spoke with your team about cancelling my account and THEN AND ONLY THEN, was I told they could send a tech out. I was also told to never use the app for chat help or call any other dept, but the cancellation one if I want real solutions and not to be upsold. He literally told me this while laughing. He also told me he's escalated 5 tickets just this week to complain about the Xfinity assistant agents in hopes to terminate the company YOU outsource to for customer service.
The tech came to my home and said "this modem is so old, I haven't seen one in years! Why didn't they ask you to get it swapped before anything else!?". My question exactly! He swapped the modem to a new model.

All this to say, all of the suggestions, even those mentioned here were unhelpful! I tried to direct message like you requested, but none of your user names are available to message to. This is a joke and hopefully the people unite to endure we get the service we pay for!

XfinitySean

Official Employee

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26 Messages

Hi Desounds! Thanks for updating us on the situation I'm sorry you had difficulties reaching our team and providing your feedback. This isn't at all the experience we want for you when you try to reach out, and we'll make sure this is shared with all of our teams to ensure you are fully supported if you ever need to contact us in the future.
While it seems that you were able to find a resolution, I want to make sure all of your concerns have been addressed. Is there anything we still might be able to help with?

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7 days ago

XfinityGabriel

Official Employee

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2.5K Messages

14 days ago

Desounds, Hi there! Thanks for taking the time to reach out. I can understand the importance of professionalism and reliable service as a customer myself. This is definitely not the experience we like to hear about or how we want you to feel. You've come to the right support channel. Our team of experts is committed to providing an exceptional experience over social media. We can help. With appointments, if the service issue is a non-Comcast related issue, there is a possibility of charges being applicable at the technician's discretion. If the issue is Comcast-related, no charges are applied. We truly appreciate you for your long-time loyalty and will do everything within our power to get the service issue resolved as quickly as possible. To help with issues such as this, we provide digital options to help make scheduling a technician appointment more seamless. The easiest option is with our XFINITY Assistant, like in this link here, or with the XFINITY app that can help you troubleshoot and schedule technician appointments if needed. For further assistance with scheduling an appointment on our end, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page.

Desounds

Visitor

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3 Messages

14 days ago

Thank you, but the behavior of this agent needs to be addressed. Signing me up for services without my consent is not okay. Also, the appointment date and time promised should be upheld. The agent simply wasted my time and misrepresented your core values.

Customer Service

Desounds

Escalation Request: Unprofessional Support and Policy Misrepresentation

Desounds

XfinitySean

XfinityGabriel

Desounds

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