My Frustrating Experience with Xfinity's Customer Service

@XfinityDemitrius​ , the beauty of this reply truly highlights how you have no intention of improving, as this reply was generated by bots or software technology. [Edited: "Inflammatory/Language"] 

@user_7d5edd​ 

@XfinityDemitrius is not a bot, and what he posted was not generated by bots or software technology.  He happens to be a Corporate Employee.

If you would like some help, I'm sure he'd be happy to do so.  While you may have found it hard to get help in other directions, we're all people here willing to help and we have a really good track record of doing so - for the last 20 years, btw.  It's why this Community exists.  But, we're not a rant or complaint board; we're a Help and Support board and always have been - just an FYI.  You've stated your frustrations, and they are valid ones!

So, if you're willing to give us a try, we're here.

Oh, and your post was made private because of language issues.  While you think that it might be minor we do have Guidelines and the Acceptable Use Policy that we ask everyone to adhere to, and which you agreed to when signing up for the Community.

Hi @XfinityDemitrius, thank you for your response. I appreciate your willingness to help. However, I'd like to share my recent experience with Xfinity customer service to find a resolution.

Yesterday, I called Xfinity customer support and was put on hold for 45 minutes. During this time, I worked my way through the automated message system, which made it clear that the intention was to divert me from speaking to a real person. This was frustrating and left me feeling unheard.

I understand that Xfinity has been around for 20 years and has a good track record of helping customers. That's why I turned to this community for assistance. However, my intention was never to rant or complain but to seek support and guidance.

I apologize if my frustrations were not effectively communicated, and I appreciate the reminder about the community guidelines and acceptable use policy. While I understand the need for such policies, I believe that my language issue may have resulted from the frustration caused by the difficulties I experienced with customer service.

Also, if you use the excuse that this was made private for language, please point out where I used anything 'foul.' I don't think you'll be able to. In fact, I know you won't be able to. You intended to avoid bad press. Start being honest, and ethics will follow—something the corporate machine at Xfinity comprised MANY years ago. Ultimately, all of this, including your reply and claims of not being a Comcast employee, highlight no intent to improve. It's all about taking money from my pocket and putting it in yours at all costs. You can silence me all you want here, but you can't stop me from speaking the truth.

Side note; your customer was fantastic once I got someone on the line. It's the message boards set up to make intentional efforts to avoid taking customer calls, especially those related to lowering your bill, and to route you to every possible way so you don't get a person. Ironically, they will text you a 'do it yourself link,' and when you change your plan, it prompts you to call support. Hilarious! And you're going to silence me. LOL. Nice work, buddy.

Thank you, @user_7d5edd for your detailed message, and for sharing your feedback. We never want anyone to feel unheard or frustrated. I hear you and understand where you're coming from. I think I'd feel that same way too after being on hold for that long. This is not the experience we want for anyone. Xfinity does have convenient self-service options which allow customers to manage their accounts, however, sometimes as you mentioned errors pop up prompting you to contact support for assistance. We do offer a few different ways you can contact support including seeking assistance right here on the Xfinity Forums. I am glad to read that you were happy with the customer service you received on call when you did connect. I did want to confirm, were you all set with your account and that change, or were there any follow-up questions we can help out with?