Visitor
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3 Messages
How to make an EFFECTIVE complaint
Can someone please tell me how to make formal complaint that has potential to generate a satisfactory response from this company. I have followed direction and followed link on the xfinity website 4 times without a satisfactory response. I eventually admitted defeat and opted to make a physical trip to the closest store 30 miles away.
The store staff were apologetic but powerless to address my complaint, though the person I spoke to (original salesperson) did admit they gave me misleading information at the time of the original sale, due to inadequate training and intra-company communication.
I was also informed my original inquiry was closed and a note made that I had been informed of their rejection of my claim 30 das prior to my trip to the store.
In short I was given false information which I based the addition of a new line, and the company (but not the salesperson) refuse to acknowledge their actions or provide any recompense.
Anyway…can anyone provide assistance identifying how and where I can raise this issue with the company.
Customer service options provided on the website have been useless. I don’t want to go to the BBB and I’d prefer to avoid taking our $3k total yearly business elsewhere.
XfinitySheila
Official Employee
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1.1K Messages
2 years ago
Hi there! Glad you reached out as this is never the experience we hope any of our customers to have. I know how important it is that we get this right. Please private message me so that I may gather additional details to have this properly addressed.
To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.
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Again
Expert
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31.4K Messages
2 years ago
@Farnarkle12358
If you can elaborate further without disclosing personal identifying information someone here might be able to help you.
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XfinitySheila
Official Employee
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1.1K Messages
2 years ago
Hey there! Glad you were able to meet me here. I understand how frustrating this may all have been for you and I am here to help. To get started, may I please have your full name and address?
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user_1390d4
1 Message
2 years ago
I want to start my complaints by e-mailing so there is a written & time stamped trail. That means no texts, voice mails, or text chat boxes. My complaints should have responses that have no sales pitches or "I can't really do anything for you." Responses should will fix the problem immediately and e-mail me the concrete timeline and update the timeline as the problem gets fixed to MY SATISFACTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Give me an email address that I can get CONCRETE RESPONSES that are not invites to share more info in a chat or a text exchange EVER! I don't want to talk with "customer service" employee who want sell me something more or try sympathize while not fixing my problem to MY SATISFACTION because they can't.
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