Horrible customer service

Extremely Poor Customer Service and Potential Removal of All Xfinity Services

Dear Xfinity Customer Service,

I am writing to express my deep frustration and disappointment with the level of incompetence I experienced while attempting to schedule a simple installation at my four-unit building in Sonoma. What should have been a straightforward task turned into an exhausting ordeal due to the lack of understanding and professionalism displayed by multiple representatives.

Earlier today, I was transferred five different times while trying to resolve an issue caused by your own installer, who left the job incomplete. Each representative I spoke with seemed completely unable to understand the issue or provide even the most basic assistance. The lack of communication, accountability, and knowledge within your call center was astonishing. Instead of receiving help, I found myself repeating the same information over and over to employees who either did not listen, did not understand, or were simply not trained to handle the situation.

I own several properties, including multiple four-unit buildings and a twelve-unit building. After today’s experience, I am strongly considering removing all Comcast/Xfinity services from five of my properties. I cannot continue to rely on a company whose customer service is so consistently ineffective and frustrating.

In my opinion, Xfinity is on a path that will inevitably lead to major customer loss—not only because of the rapidly growing streaming competition, but more importantly because of the horrific customer service experiences you continue to deliver. Today was a perfect example of why customers are walking away.

I urge you to take this message seriously and address the systemic issues within your customer service operation. My patience is exhausted, and unless significant improvements are made immediately, I will be transitioning all of my properties to another provider.

Sincerely,
[Edited: "Personal Information"]