Visitor
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1 Message
Frustration with agent
I've been with xfinity for roughly 6 years now. I recently bought a new home, it was a new construction. I wanted xfinity to come out to lay a line down so could put in the coax cable outlet and transfer my service over. Had an electrician come out to do the coax cable outlet and would come back to fish the line. Spent almost 20 mins in automated call until I reached an agent. The call lasted for 1h 18 mins. He tried to sell me a phone line, some 5 year plan, and then proceeded to tell me he wasn't sure if they serviced that area. When he said they did, he informed me that the home was already listed as an xfinity user. I told him several times times that wasn't the case as the home was completed roughly 6 weeks ago, and I was standing in the empty house. I repeated the address several times, and he repeated it back to me, reassuring me that I wouldn't need installation because it was already set up. I repeated myself several times and he finally relented stateing he could have someone come out anyway but it would cost me. When the call was nearing it's end we had an appointment set up, and I asked him to verify the address for the 6th time. He repeated it back and confirmed it. The phone call ended and within ten minutes I had a confirmation about the appointment, only it was for a house three doors down. I tried calling back, and waited for almost 30 mins before giving up.
Instead, as angry as I was for the two hours of wasted time, I drove 23 minutes to the nearest xfinity store and complained. The guy took me back, cancelled the order, wrote up a new build ticket and sent me confirmation. The in store process took all of 19 minutes. He told me never to call, instead always come in. I thanked him but told him not to make any appointments until I thought about it. The whole issue has soured me, and I thinking of moving to a different provider.
Is there any easier way of contacting people to ask a question, or set an appointment other than spending hours on the phone or burning up gas set things up face to face? I've never had an issue before, but I've never had to deal with the AI assistant who keep telling me "I don't understand" or "I need more information" when I say I need to schedule an appointment, or talk to a representative.
XfinityKam
Official Employee
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374 Messages
10 days ago
@user_641wv0 Thank you for giving us more of your time by reaching out to us here on Forums. I can absolutely understand how that experience would leave a negative impression, especially after spending significant time trying to get a straightforward question answered and then finding out the appointment was created for the wrong address. With a new construction home and multiple steps involved, clear communication is especially important.
While it's great to hear the in-store representative was able to create the new build request quickly, I do want to clarify that visiting a store is not the only effective way to get support. Our phone teams, chat support, and store representatives all have access to tools to assist with service transfers, scheduling, and new construction requests. Many customers successfully use those channels every day, and the experience shouldn't depend on having to drive to a store to get assistance. We do have other ways to receive support, Such as here on Forums, Chat support from our website is also another option.
Regarding the automated system, I can understand why repeatedly being asked for more information when you're simply trying to schedule an appointment would feel discouraging. Feedback about those interactions is valuable, particularly when the system isn't recognizing a clear request.
We appreciate you being a customer for the past six years, and it's understandable that this experience has given you pause. If you decide to give us another opportunity, there are support options available beyond the phone system that may provide a smoother experience. I would really like to help you get this set up.
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