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user_q704cn
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3 Messages

Sunday, November 26th, 2023 4:12 AM

Closed

Extremely disappointing customer service experience

After spending 45 minutes on the phone with one of your agents, I encountered multiple issues that left me frustrated and dissatisfied. The agent seemed unable to navigate the system, lacked awareness that my contract had expired, and failed to provide basic information. Furthermore, we were put on hold numerous times, approximately 8 times, with the agent insisting that we call back due to system malfunctions.  As a long-time customer who has invested thousands of dollars in Xfinity services over the years, this experience was nothing short of disappointing. I urge the management to review the recorded call to understand the extent of the issues faced during this interaction. It is disheartening to witness such a lack of professionalism and efficiency, especially given the substantial amount of money and loyalty invested in Xfinity.  I hope that my concerns are taken seriously, and appropriate steps are taken to ensure that other customers do not have to endure such a pathetic experience. 

Question

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Updated 

1 year ago

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EG

Expert

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110.6K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityBillie

Official Employee

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3.4K Messages

2 years ago

@user_q704cn We appreciate you taking the time to reach out to us here on our Xfinity Forums and provide us this valuable feedback. This definitely isn't the customer experience we want for our loyal customers. Were you able to get all of your concerns resolved or did you still need assistance? 

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user_q704cn

3 Messages

I’d to share my journey from the worst customer experience to the best, culminating in an exceptional encounter with Christie (Agent Number 10082). After enduring initial challenges, including difficulty getting assistance and scheduling issues, Christie's dedication turned things around.  Christie not only helped us install internet at our new location post-move but also skillfully renegotiated our rates. It was a relief to finally connect with someone who not only understood our needs but efficiently executed the tasks at hand.  Although it took three calls to achieve the desired outcome, Christie's professionalism and commitment to resolving our concerns were commendable. I believe her exemplary service should be acknowledged by management, as it truly represents the pinnacle of customer care.  Thank you, Christie, for turning a frustrating experience into a positive one. Your efforts have not gone unnoticed, and we greatly appreciate your exceptional customer service.  THANK YOU!

1 year ago

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XfinityAldrik

Official Employee

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2.2K Messages

We’re so glad to hear Christie was able to get this issue taken care of and was also able to find a better promotion @user_q704cn! Could you please send our team a direct message with your full name and full address? Our team would love to pass along your feedback. To send a "Direct Message" to Xfinity Support:

 

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
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "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.

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1 year ago

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