Visitor
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1 Message
how to speak to a real person?
Your automated systems (Xfinity assistant and whatever nonsense answers the 1-800 line) are garbage. I have an outage with Internet and TV. On the TV I get this highly useless suggestion "Sorry, there seems to be some trouble Please tighten your cable connections, and then restart your TV Box. This can often fix common issues"
It should be illegal to give such a condescending / patronizing answer. Something like a signal strength in dBm would be infinitely more useful. A "zero" would mean a break in the cable. A low value would mean the head end needs to increase power. Stop giving useless messages, thinking that you're helping. You're just making an intolerable situation even worse.
Also, you really really really want me to use your online assistant [Edit: Language], but for all the excitement surrounding "artificial intelligence" these days, this is pure garbage. It gets in a loop of telling me "For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map." then it has the audacity to say "Let me know if you need help with something else." as if it had been helpful at all.
I pay out the nose for this service. Your customer service game is non-existent. Fix it.
CCMarcella
Official Employee
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352 Messages
2 years ago
Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message" icon (top right corner)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it. Thanks!
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IttakesXfinitylong2gethelpfromcomcast
Visitor
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4 Messages
2 years ago
I hear you. Go round and around talking to robot pushing buttons because the bit never hears me too.. then they hangout if you don’t answer. Trick is call as a new customer and you will get through right away. Here’s an idea xfinity, listen to customers and revise your policies that cause such issues that take up too much time if your staff. Fix recurring and unnecessary issues. Riding that frees yo your space.. robots aren’t the answer. They just piss off your customers.. hire me ill fix you.
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