Non existent customer service

1. Trying for several days to get to talk to a human in this company because of multiple issues with my account (both billing and technical). If you try to use the 800 number, this is not really possible. You have 2 options - to wait for a really long estimated by the system time on the phone or schedule a call back. Waiting on the phone is pointless because after a while your call gets dropped. Trying to schedule a call back seems equally pointless because you'll either not get any call back or if you do, there will be no one on the other side and the call back will be dropped.

2. Well, maybe if people have issues, they can go to one of the xfinity locations and try to talk to a human there? Let me save you the trip - did it twice so far in the weeks before trying the 800 number and no help offered at all. Just lame excuses for doing nothing - cannot access the system/cannot see a problem/wait a bit and eventually things will normalize/etc nonsense.

In exchange for all of the above "helpfulness" from alive people, you have the "amazing" xfinity automated assistant which is as useful if you have real problems, as dead wood. I'm a really long time customer of this company and I'm now to the point to barely wait for my yearly contract to expire so I can get rid of this "amazing service". Maybe the competitors are the same, but maybe they are not as bad - I'm put in a position to have no other choice but to check this out.

And yes, I've seen already the canned responses to complains like mine with the standard suggestion to message you - yeah, sure, after trying everything else, this will definitely help me...

Disgusted!

Responses

XfinityGabby

Official Employee

•

1.5K Messages

2 years ago

Hello, @user_06af83. That's certainly not the experience we want you to have, we definitely understand the importance of being able to contact someone especially when having questions about your bill and are having issues with your service. We would be more than happy to help! Please send a direct message with your full name and address to further assist.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

user_06af83

3 Messages

This is the canned response I mentioned in my post. I guess the answers to posts in this forum are automated and as helpful as the xfinity assistant. Great job! :)

2 years ago

XfinityGabby

Official Employee

•

1.5K Messages

2 years ago

They are certainly not automated and you are speaking with a real person! 😊 We'd be more than happy to help with your concerns, if you wish to be assisted you know how to message us! We're available whenever you're ready.

kbpmm

Visitor

•

1 Message

There is a reason comcast xfinity customer satisfaction consistently ranks among the worst, if not the absolute lowest, among any industry. Atrocious customer service is built into the business model. Telling customers it isn't is silly, Gabbie.

2 years ago

user_06af83

3 Messages

Well, I guess I deserved the smiling face you sent me. Kinda embraced from it, I tried the chat option you offered and here is the result - after being stuck for 45 min to even get to the point to start explaining my problems (during that time you were trying to authenticate me), I got really tired and decided to cancel this experiment because I really don't have the entire night at hand to chat with you. I'm pasting here the entire chat log for others to see and make their mind about this service:

I have both billing and technical problems. More interested in fixing my billing problems first.

7:30 pm

XfinityGabby is now assisting you

We can definitely look into both! Please provide your full name and address to get started.

7:40 pm

XXXXXXXXXXXXXX

7:42 pm

Are you there?

7:48 pm

XfinityDanielB is now assisting you

Thank you so much for your reply. We just need to get your account verified. We will send over a code to your email address on file or send a text message to the number on file. You would send the message back here on chat, and we'll ensure that it matches what's showing in our system.

7:49 pm

Ok, just please try to speed things up. I don't have the entire night at hand for chatting

7:50 pm

10 min later I still haven't gotten neither e-mail, nor SMS from you. What e-mail and/or phone number did you send the code to?

7:59 pm

We certainly do apologize for the wait and would like to thank you so much for your patience. We may take a while to respond at times, as we don't primarily work as an instant chat system. The great thing about our chat system is that all the chat is saved. If you do need to handle anything un the meantime feel free to take care of it. I've sent over the code via text message to the primary number on file. Unfortunately we can't disclose the number or email address for security reasons. In the event you don't receive the code let me know and we'll try the email address.

8:08 pm

Well guys, I think I had enough "great" experience with your chat support. 45 min after starting this chat with you, I still cannot get to the point to explain my problem. Looks like now we're stuck at you trying (or not) to authenticate me. I guess we'll never know what you're trying to do. I can only imagine what it would be if we get to this point. Enjoy your helpful work and good night.

8:13 pm

2 years ago

CCDanielB

Official Employee

•

252 Messages

We certainly apologize again for the wait. The code was sent over via text message. I understand if you want to drop it for the evening. I've sent over the code via email in the event you would still like to continue. In the event you don't you can always reach out to this chat and we'll reply as quicly as we can.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

user_6e2f77

1 Message

2 years ago

I'm with you on this. I've tried to chat with Xfinity support and the "Live Agent" doesn't respond. When I called to talk with an agent, it took at least five minutes to get the automated system to connect me with an agent...only to be told the wait was 17 minutes. I hung up after 26 minutes. I'm just trying to get results from the "escalated" ticket I submitted almost three weeks ago. Beyond frustrated.

Customer Service

user_06af83

Non existent customer service

XfinityGabby

user_06af83

XfinityGabby

kbpmm

user_06af83

CCDanielB

user_6e2f77

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