Visitor
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1 Message
Extremely frustrating experience at xfinity store!
My modem was not working because of a power spike in my local area. I drove 20 minutes to my closest Xfinity store arriving at exactly 1 minute before closing. By the time I got out of my car the doors were locked and the clerks, who could see me, proceeded to ignore me. Now I just needed a modem exchange. If the store had been empty of customers that’s one thing, but people were still waiting on phone issues and they were still there when I left 20 minutes later! ( 20 mins were spent trying to get a person on your customer service number! ) I’ve been a customer for over 30 years and spend almost $4000 a year with you. You can’t say anything good about your customer service. The store is at the mall of Nh, S WILLOW St, Manchester, NH 03103. Give me a reason to stay with you your company because I’m seriously considering canceling all my services with you.
Thank you for your time,
Mike
XfinityRay
Official Employee
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3.9K Messages
1 hour ago
Good evening, @mrmac40! Thank you for sharing the recent experience with trying to change your modem. I understand that would be upsetting to have happened. We are glad you have been a member of our family for so long and want every experience to be a good one! The store will lock the doors at closing time and finish helping any customers that have already checked in. I apologize that they were not able to let you check in and get it changed. We can get a replacement modem with a 1-2 day shipment set up for you so you don't need to make the drive again. I can get it to your home by Friday.
If you would like us to set that up, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
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