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user_5bbvpt
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2 Messages

Tuesday, August 19th, 2025

Long wait times

I stayed in an Xfinity store for an hour for a 5 minute process of swapping my modem. A kiosk of some form should be used to check in customers and ask them what they’re there for to make it easier not only on them but your staff as well. They shouldn’t have to interrupt their current conversation with customers to ask for a name and number of everyone that comes through the door. So if hiring new staff isn’t feasible a simple kiosk or simply using an iPad to sign in and give a brief description should be implemented. If this is implemented at some stores it needs to be done at 11530 Midlothian Tpke
North Chesterfield, VA  23235
United States. 

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23 days ago

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XfinityJeff

Official Employee

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311 Messages

2 months ago

Hello @user_5bbvpt, and thank you for reaching out to us on the Xfinity Forums, I hope you are having a good day. I am sorry that your visit to the Xfinity store ended up taking so long, I know sometimes the stores can get busy. The suggestion that you have of a check in kiosk is a great one, and we can check and see if it can be implemented. In the future you can also make an appointment for the store by visiting the website for the store and selecting book appointment. 

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user_5bbvpt

Visitor

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2 Messages

@XfinityJeff​ yes I was made aware of being able to schedule an appointment while in the store. Still would be easier if a kiosk was involved. There was a blank iPad just sitting there that could easily be used to check in on. 

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2 months ago

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XfinityJeff

Official Employee

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311 Messages

@user_5bbvpt I am glad that they told you about the appointment options. I know my local Xfinity store can get busy, so I personally always try and book an appointment if I know I need to go in for something. The option for a kiosk check in is great though, and we will definitely bring that up as a potential option to save time and prevent interactions from having to be stopped to check customers in. 

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2 months ago

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pichii

New Poster

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16 Messages

Having to book an appointment is a wild way to do it when there are only a few reasons to ACTUALLY go into the store...
Why not just have the correct number of sales people on the floor when its busy?
Half the kiosks you provide for this purpose do not get used cuz not enough employees.

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23 days ago

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pichii

New Poster

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16 Messages

23 days ago

Same experience.
Went in today and there were 12 groups of boomers in there. Wait time was 2hr.
The rest of us have to suffer so the boomers can continue to go in when 90% of their problems are fixable online.
Xfinity doesnt keep enough people on the floor for when it gets busy and customers wont use online services when applicable so; here we are.

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