File a complaint with Xfinity

On February 19th, I received an email from Xfinity informing me of a free upgrade to GAtaway. I confirmed this, and a virtual assistant took down all the necessary information. I decided to pick up the new equipment in person at the Xfinity store in Sand City. I showed them photos of my existing system and explained what was currently working perfectly. The store employee said it was no problem at all; I could install it myself without any help. He packed everything into a bag, and I went home. Once home, I noticed that he had only packed three TV boxes, but I use four, plus my main TV box. So, I immediately called customer service but only reached an automated voice. This person assured me that the missing TV boxes would be sent immediately, free of charge. The box arrived on February 24th, but it contained the wrong parts. Furthermore, a service technician appointment was scheduled for February 23rd, but the technician never showed up. As a result, I hired a private company to connect the new equipment, modem, etc.

Since we urgently needed to use the Wi-Fi, etc., the service technician spent three hours on the phone with Xfinity trying to figure out why the new system wasn't working. The result was that the store had given me the wrong TV modem, which wasn't compatible with the internet modem. During this call, a new appointment was scheduled for an Xfinity service technician for today, February 25th. He is supposed to bring and install the correct modem and check the entire system. From February 19th until today, I've had to spend at least two hours on the phone trying to get information, and I've also had to pay for three hours of the external service technician's time. I will deduct these costs from my next bill. This experience with Xfinity is unacceptable. The service is impossible. Very impersonal. The store staff are untrained and clueless. It's worth mentioning that the employee's only concern was getting a 10/10 rating from me. Ridiculous!