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add16RLo
1st Topic

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Tuesday, April 16th, 2024 6:41 PM

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How to email a complaint against an Xfinity Service Technician

How do I email a complaint against an Xfinity Service Technician?  I have called multiple times and have been on the phone for too long, bounced around from person to person.  I am supposed to receive call backs from supervisors, but never do.  I get caught up with the Xfinity Chatbot that does not know how to help me.  The automated phone systems get me caught in loops.  I want to make this simple.  I writeup my complaint via an email and then someone can call me back to discuss.

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Updated 

1 year ago

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XfinityFrank

Official Employee

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1.3K Messages

1 year ago

Hey there, add16RLo! Thanks for reaching out to us here on the community forum! Firstly, I am sorry to hear you had a bad experience with one of our technicians and trouble calling in. This is definitely not what we want for you. We can absolutely assist in getting this report to the proper folks! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address to get started. Thanks! 

 

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add16RLo

Visitor

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3 Messages

@XfinityFrank​ when is the last time you tried doing what you asked me to do?  I went through the steps and when I submit my text to "Xfinity Support", nothing happens.  No one responds.  I have now sent three messages, separated by five minute waiting periods, but no response to anything.  Is there someone in Xfinity Support who is monitoring the chat?

1 year ago

0

XfinityMarcus

Official Employee

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1.4K Messages

add16RLo, thank you for following up in public again. Please note that our interactions are not akin to an instant message and replies will not be instant. In fact the best perk of our team is that you are able to come and go from interaction at your leisure. It does look like we have also already responded to your direct message as well requesting additional information from you. We will continue addressing this concern there and circle back to this thread once we close things out. 

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1 year ago

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add16RLo

Visitor

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3 Messages

After waiting 16 minutes, I finally did get someone to respond.  Very strange and long wait time.  Apparently this in not a typical chat environment, more like an email conversation.

1 year ago

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