Visitor
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3 Messages
Existing Customers Treated Worse Than New Customers
I think it is completely ridiculous and poor customer service to treat new customers better than existing, loyal customers.
I contacted the "loyalty" department but still was not able to get as good of a deal as a friend who signed up as a new customer.
It seems Xfinity would rather lose me as a customer than treat me as important as a new customer. I have been a vehement defender of Xfinity, but no more.
If I cancel my service with Xfinity, how long until I am considered a "new residential customer" again?
CCEthan
Official Employee
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1.4K Messages
4 years ago
Hi, @dolfanatl. I can understand your view and we always want to do what we can for our long term customers. One way we changed that is be creating the Xfinity rewards program. The longer you are with us the more you get! Free rentals, enter give-a-ways, and possible free gifts at certain times of the year. I would be happy to double check offers and see what I can do. How much saving were you offered compared to your current plan? A customer is considered new after 90 days.
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schrodoc1
New Poster
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5 Messages
4 years ago
Very sorry but after being a loyal customer for over 2 years I have to get upset EVERYTIME when you beg them for a live agent?
When the agent does find me a “Promo”, I agree to it and 3 weeks later my voice service no longer worked?
Even worse my bill went up well over $30? What happened to my “Promo?”
I used to think Dish network had horrific customer service, but the past month has been nothing short of egregious?
I always (As in 100%!) have an agent sounding like a middle Eastern person with names I cannot spell, (worse yet when I ask them to spell it I cannot understand their words that they use “as in”?
I was told 2 days ago that an agent who was “from the sales office” named “Gabby” promised me after not correcting all the issues that the previous agent had gotten wrong, literally an hour on the phone, asked me if she could “call me back in the morning?”
I said to her that I spent all this time and did not wish to risk not being able to finish up with her, she outright promised me she would CALL ME AT 11:00am the next morning?
(YESTERDAY! 11/1/21)
I waited until 12:30PM, and never heard a word or a call from Gabby?
Am I upset? Yes I am, because if I treated my patients like this in my practice, I would not have remained in business, let alone been sued many times?
HOW CAN COMCAST/XFINITY get away treating their customers like this? We pay 100% on time and on AUTOPAY, and depending on if anyone from Comcast responds to our frustration here, I will take this to a state agency and review so that no new customers will even consider having to experience high blood pressure at age 71, EVERY TIME I TRY HARD TO SPEAK TO SOMEONE I CAN UNDERSTAND, LET ALONE NOT BEING HONEST WITH ME, either intentionally or by lack of proper training?
This is so sad to treat any customer this way, new or existing!
Thank you
Michael
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user_a63d8a
Visitor
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1 Message
4 years ago
I absolutely 100% agree with Michael. Every time I call Xfinity I also get a person that can barley speak English
let alone understand the language. If you call from the states you should talk to someone FROM the states period.
You work all day and come home to call xfinity and then you get a person like this, it really get you upset.
Thanks Mike in NJ
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user_f68ac0
Visitor
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11 Messages
4 years ago
Try being hacked and blackballed. They just told me sorry above their head Have a nice day and handed me my phone back
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user_688397
Visitor
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2 Messages
4 years ago
I'm in the same boat, Talked to two different reps but no one can really help. Looks like I'm changing.
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user_84476b
Visitor
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3 Messages
3 years ago
I have been a loyal customer to Xfinity for several years and am needing to upgrade the phones on my mobile account. I missed out on a promotion by a day or two back around August 2021 and have been waiting for a new promotion to come along for the Android family. Finally the S22 preorder is available and comes with a nice promotion BUT IT IS ONLY OFFERED TO NEW CUSTOMERS... I HAVE TO PAY FULL FREAKING PRICE...
HOW IN THE HECK IS THAT FAIR PRACTICE AT ALL?? WHY IS IT ONLY FOR NEW CUSTOMERS?? THIS IS ABSURD, RIDICULOUS HECK [edit] EVEN I'D SAY.... I'VE SPENT THOUSANDS OF DOLLARS WITH XFINITY MOBILE AND INTERNET SERVICE NOT TO MENTION I TELL EVERYONE I KNOW ITS THE BEST MOBILE DEAL AROUND, THIS WEEK IN FACT I BRAGGED ON XFINITY MOBILE. BUT WHEN I WANT TO UPGRAGE MY DEVICES IT SEEMS I HAVE TO GO TO A NEW CARRIER TO GET A PROMOTION!
STICKING WITH XFINITY FOR ALL THESE YEARS YOU'D THINK I EARNED A PROMOTION OR DISCOUNT OR HECK ANYTHING. I WANT TO KEEP MY NUMBER AND MY SERVICE BUT I WANT THE SAME DANG DEALS NEW CUSTOMERS GET ON A NEW PHONE. IS THAT SO WRONG?? To let new customers save $400 on a new device but NOTHING, 0, ZILCH FOR CUSTOMERS WITH YEARS OF LOYALTY...
I think it's time to send Xfinity packing, internet and all time to go and here I was about to upgrade to add Xfinity Home Security, forget that now for sure.. I simply cannot justify not being able to qualify for a promotion on new devices simply because you already have my business. Every carrier in town will give me a new device for a heck of a deal if I switch.
Can you imagine going to the grocery store and paying extra for groceries just because you have shopped there before?? OF COURSE NOT BECAUSE EVERY GROCERY STORE OFFERS A LOYALTY DISCOUNT BECAUSE THEY WANT YOU TO COME BACK...
I GUESS XFINITY WANTS ME TO LEAVE. I will.
(edited)
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Billmcse
Frequent Visitor
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15 Messages
3 years ago
Comcast absolutely [edit] when it comes to being loyal to THEIR loyal customers. I have been a long time Comcast customer and now when I need help being out of work, I ask for pricing on internet only. Dropping TV and phone. I am quoted $89/month for 600mbps speed while a new customer can get the same thing for $50/month!!! How's that for customer loyalty. You all should be ashamed of yourselves COMCAST!!!!
(edited)
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