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user_d91ee2
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2 Messages

Tuesday, September 26th, 2023 6:32 PM

Closed

I’m Not Interested In Speaking To A Robot

My grandma was trying to get ahold of a representative for probably 15 minutes and it kept trying to send her to some online chat and wouldn’t give her an option of speaking to a representative. What happened to the days of calling customer service, speaking to an agent, and then getting the issue sorted out? My grandma is 80 years old; this process was going to be way more stressful than necessary. This is absolutely ridiculous and Xfinity’s “customer service” needs to do better. She is very close to considering a different company and I know that I wouldn’t choose a service where I can’t reach an actual human to help me with my issue. 

Question

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Updated 

1 year ago

112

2

XfinityRoberto

Official Employee

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1.7K Messages

2 years ago

Hi there and welcome to Comcast @user_d91ee2. I am sorry to hear that your grandma is having issues trying to get to a representative. You are in the right place and I am happy to assist you today. What issues is your grandma having with her account? 

4

0

user_d91ee2

2 Messages

@XfinityRoberto​ 

After calling three times, pressing 0, and shouting “speak to a representative!” several times, we did finally get ahold of somebody after 20 minutes. Had I not been there, my grandma would not have had her issue resolved and Xfinity would have unfairly been taking money from my grandma. Please resolve this “customer service” problem so that other people’s grandmas aren’t being taken advantage of as well. 

2 years ago

0

XfinityAlyssaA

Official Employee

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1.8K Messages

We are sorry to hear about the frustrating experience @user_d91ee2, and as someone who is close with their grandma and helps them out with these types of issues, I understand where you are coming from. We are happy to forward the feedback. If there is anything else our team can help with, please let us know. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_200b6c

1 Message

You're lucky. My experience today was over 2 hours and 4 different continents .. and everyone from the "robot" to the "humans" got it wrong.

Coming from a former Comcast field tech of 10 years, this is abysmal service boarding on criminal.

(edited)

2 years ago

0

XfinityJanelle

Official Employee

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1.5K Messages

User_200b6c Thank you for your feedback regarding the phone calls you had to make. If you still need assistance with your account please let us know. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_chd699

1 Message

1 year ago

What number can I use to get a live rep.  

1

0

CCXanadu

Retired Employee

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300 Messages

@user_chd699  If you would like to speak to an agent over the phone we have agents available on standby at 1-800-XFINITY (1-800-934-6489) or 1-800-COMCAST (1-800-266-2278).

1 year ago

0

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