1 Message
Lied to only to make a sale. Five months no resolution..
really hope this gets to someone…
I wrote this in hopes to finally have a resolution for something I have been dealing with since July..
To the best of my ability, I will try to summarize this. Last July, I spoke with an agent and was offered a free Xpod if I switched to unlimited internet. Since July, I have engaged in numerous chats and phone conversations, inquiring about the arrival of the Xpod. I've been informed that it's en route, was sent but sadly returned, on its way again, and that a supervisor would provide me a courtesy call with the tracking number. Most recently, I was told that my home needed to be evaluated for eligibility, which may or may not result in me receiving what was promised. I have been strung along for five months over what appears to be a straightforward customer service situation, easily verified through all my communications with Xfinity and their employees. Instead, I've been pushed to the point of considering damaging my credit and withholding payment to Xfinity in protest of being lied to for the sake of selling a product for commission or whatever benefit the agent gained by selling me the unlimited WiFi. I purchased an Xpod and had no issue paying for it. Due to an error, I was charged for two and returned the extra to avoid being overcharged. The offer of a free Xpod was incentive enough for me to justify the monthly price increase of switching from my current plan to unlimited, only to discover I had been deceived to gain agreement, then lied to multiple times to get me off their plate at that moment. I've tried multiple times and written previously without receiving a response, so I'm not expecting this time to be different. I've been a customer for a while, and this issue will end my association with this company because it's clear that neither I nor the principle of doing the right thing or rectifying a wrong when the opportunity arises, matter.
In response a person wrote this:
Good Day Mr. [Edited: "Personal Information"],
Thank you so much for contacting [Edited: "Personal Information"], My name is [Edited: "Personal Information"] and I will be your support for today. I appreciate you for reaching out to us regarding your Xfipod and we apologize for the inconvenience and frustration you have experienced with our customer service. We understand that you were offered free Xfipods if you switched to unlimited Internet, but you have yet to receive it despite numerous chats and phone conversations with our agents. We are sorry to hear that you have been given conflicting information about the status of your Xfipods. We assure you that this is not our intention, and we would like to make things right.
We have reviewed your account and found that your home needs to be evaluated for eligibility before we can proceed with the delivery of your Xfipods. For us to do so, I will be sending you an article on the evaluation and follow the steps for you to be eligible for free Xfipods. I have sent these to your email address [Edited: "Personal Information"] entitled "Xfinity xFi Complete – Whole Home WiFi Evaluation"
We appreciate your patience and understanding in this matter. We value your business and would like to make sure that you are satisfied with our service. You are also free to contact our customer care office 24/7 via phone call at 1-800-XFINITY or chat. Stay safe, and have a wonderful day.
Sincerely,
[Edited: "Personal Information"]
This doesn’t rectify anything. All they sent me following this was a page from a faq page. The over promising and under delivering to sell a product is shameful and petty. This email sent to me as a response solidifies my assessment that Xfinity condones bad behavior by their representatives and condones lying to get a sale. The correct response should of been to review the recorded conversation and see all the chat messages I have been through and when realizing the customer is in the right and has been lied to and has had the run around for five months to simply do what was promised in the beginning in which made him sway to decide the monthly increase in the first place. Not send a article and say “sorry for the misinformation and here’s a article so you can call another number so you can start another two month process then you might be eligible to receive what you were promised five months ago”. If i am wrong and missing something that would make me see the situation any different than what is please enlighten me...
Justin [Edited: "Personal Information"]
XfinityAlyssaA
Official Employee
•
2K Messages
2 years ago
Good afternoon @Justinlh21, and thank you for reaching out on our Community Forums regarding your experience and xFi pod order issues. We are sorry to hear about the frustrating experience and assure you this is never how we want any of our valuable customers to feel. Typically, when customers sign up for xFi Complete, an in-home wifi assessment is performed. The results are then emailed to you and if eligible, you receive a xFi pod at no cost. However, it sounds like in your situation there was a miscommunication and we definitely don't want you to feel deceived. We want to do our best to make the situation right. Our team will be happy to review your account history to see how we can help.
To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary
We look forward to working with you further.
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