Horrible Customer Service experience

I had one of the worst customer service experiences with Xfinity this past weekend.  I spent over 6 hours between the Xfinity Assistant, Live Chat, telephone Customer Service and 3 Xfinity stores.  I ended up having to travel over 100 miles to get service, even then it is not what was promised.

I have included an excerpt from the transcript of one of the many live chat sessions that clearly states that I would receive Internet and Cable television for “around $70,” AND I would receive a $15 credit.  I would also be able to cancel service without an early termination fee. During this process I had to travel 15 miles to return equipment that did not work, and it was replaced with equipment that did not meet my needs.  I then was directed to another Xfinity location that was closed.  I finally traveled 100 miles to get the equipment and will have to return to install it.

Even though I was promised that detailed notes were kept in my account, each time I encountered a new Xfinity employee, whether online or in person, I had to begin again, explaining the situation and my needs.  So, in utter frustration, I am writing to see if Xfinity will honor the  promises made, or is content losing a customer and maintaining the reputation as an oversized company that does not care about customer service and retention.

On a side note, the decision to outsource Customer Service to AI and foreign call centers, and purposely make it extremely difficult to speak to a human, has to be one of the worst corporate decisions in a customer centric business.  I am available for further discussion and would welcome the chance to speak to a Xfinity Customer Service professional who is empowered to make decisions and not hollow promises.

Here is the portion of the transcript where the promised were made. You can access my account and see what I was finally give, which is more than double the original agreement price and 50% more than the promised rate of $70.  There is also no indication of the $15 credit, and the current service includes a 12 month contract with a cancelation fee.  Please contact me at [Edited: "Personal Information"] to discuss or advise that immediate cancellation is the best option.

 

Agent (11:45 am): Yes i understand but this deal have the contract and if you want to get out of contract you can simply connect with us we will help you with getting out of contract and you will not have to pay for early termination fees

Agent (11:45 am): Sure let me check without contract dea,

Agent (11:45 am): Deal

Agent (11:47 am): Without contract the bill will be $130 for 600mbps speed + 10+ channels with 1 tv box included

Agent (11:47 am): Let me check

Agent (11:49 am): I have another deal for you in which you will get 400mbps speed + 10+ channels + 1 tv box included + Free mobile line and your bill will ne $120\

Agent (11:50 am): Also Xfi complete modem included

Agent (11:51 am): May I know how much you can afford so I can check accordingly?

Agent (11:54 am): So i will do one thing i will raise the request to the sales team and help you to add the promotion which will include the Local channels and bill will be around $70 for internet and tv will this work ?

Agent (11:56 am): John, I understand your situation, but if you could provide me with 2-3 weeks, I will raise the request to the sales team to add the promotion for 10+ channels at a lower rate. Will this work for you?

Agent (11:57 am): Yes this takes little bit of time to add the promotion and for this issue i will be adding $15 credit from my end

Agent (11:57 am): Thank you so much for understanding :)

Agent (11:58 am): Yes you can pick the box today it self. and yes you will be contacted within 2-3 weeks

Agent (11:59 am): Yes i will do that from my end