2 Messages
Internet out, troubleshot, tried to connect with live person
Internet went out this morning along with electricity due to storm. When electricity came back on I troubleshot with a Xfinity AI robot. Didn't work. Then tried on my own for the following 5 hours. I then decided to call customer service only to be met with another robot. I pressed several prompts to speak with an agent and never achieved it. Only to quickly find out that is not a service provided by this million dollar business.
In fact, it seems good customer service is of little concern for Xfinity. In the day and age with a number of examples of great customer service works in customer retention I can't help but wonder why Xfinity decides to only give decent/good customer service as a last ditch effort to gain customers or try and keep ones from leaving. Defense instead of offense.
The product is wonderful but Xfinity overall treats their customers as a money prop and has zero desire, it seems to satisfy them.
XfinityVianney
Official Employee
•
2.2K Messages
10 months ago
Thank you for reaching out and sharing your experience with us. We understand how frustrating it can be when you're unable to get your services back up and running, especially after trying multiple troubleshooting steps. We sincerely apologize for the difficulties you encountered while trying to reach a representative.
Given that your electricity went out due to the storm, there could be additional issues in your area affecting your service. There could have also been damage to the drop or equipment outside as well. That said, we’d be more than happy to check on this for you. I see we have a visit set up already, so I can check in after a tech comes out to ensure you're good to go.
Your feedback about customer service is invaluable, and we want to assure you that providing a positive experience is important to us. I am sorry to hear you didn't have a great experience reaching support, but we're here to help and will do our best to resolve this for you.
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