FINAL ESCALATION: 3 Weeks of Service Failure

To Whom It May Concern,

I am a loyal customer of 10+ years writing to express my extreme frustration regarding a smart watch activation your team has failed to resolve for over three weeks. My 11-year-old son is currently without a working device due to your team’s incompetence, which is a significant safety concern.

I have already opened and closed three separate tickets (Edited- Personal Identifiable Information) with zero results. I’ve visited stores and called multiple times, only to be met with repetitive, ineffective troubleshooting.

To clarify, I never requested a standalone number; your team configured it that way when I bought the device, and it worked until it stopped sending/receiving SMS. Your support team then suggested re-pairing the watch to my mobile number as the "fix."

I am open to whatever technical solution you provide, including that re-pairing, provided you meet these two conditions:

The watch begins working immediately with SMS service enabled.
You guarantee in writing that my monthly equipment credits will remain active and unaffected.

The ball is in your court. If this is not resolved within 24 hours, I am moving my entire business—including my premium internet and both mobile lines—to T-Mobile. Fix this immediately.

Responses

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XfinityAlyssaA

Official Employee

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2.5K Messages

13 days ago

Thank you for reaching out to us on the Community Forums regarding the issues you’re experiencing with your smartwatch. We truly appreciate you taking the time to contact us, and I’m sorry to hear about the frustration this has caused—this is certainly not the experience we want for our customers.

I also see that several tickets have already been submitted. We’d be happy to review those tickets in more detail to confirm what troubleshooting steps have been completed so far and determine the best next steps to get this resolved as quickly as possible. We're also happy to help ensure that your promotional credits are not affected.

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_mck052

Visitor

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4 Messages

@XfinityAlyssaA I just did. Please let me know if you received the required details for verification. Thanks

13 days ago

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user_mck052

Visitor

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4 Messages

@XfinityAlyssaA any update for me? Still without services.

12 days ago

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user_mck052

Visitor

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4 Messages

2 hours ago

Just a quick update to let you know that you’ve finally succeeded: you officially lost a 10-year Platinum customer.

As of today, I’ve moved my Xfinity internet, two mobile lines, and my smartwatch over to AT&T. It’s funny—AT&T fixed my "impossible" watch pairing issue in exactly five minutes. Meanwhile, Xfinity spent 30 days playing ping-pong with my account, with 10+ supervisors and even the Office of Tom Karinshak doing nothing but sending me the same copy-pasted apologies.

It’s truly impressive that the "Chief Customer Experience Officer" couldn't find a single person to pick up the phone and spend five minutes solving a basic problem. Instead, you all chose to hide behind scripts until I walked out the door.

Thanks to the pure incompetence of your team, you’ve lost my business for good. Enjoy the 20+ "sincere" apologies I’ve archived for my records.

Goodbye, Xfinity—it’s been anything but a pleasure.

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Customer Service

user_mck052

FINAL ESCALATION: 3 Weeks of Service Failure

XfinityAlyssaA

user_mck052

user_mck052

user_mck052

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