Open letter to Tom Karinshak

Dear Mr. Tom Karinshak,
EVP and Chief Customer Experience Officer at Comcast

I am writing regarding an ongoing issue with Xfinity's trade-in program and customer service that has remained unresolved since September 2024.

Situation Overview: In late September 2024, I transferred two lines to Xfinity and participated in the phone trade-in program. As instructed, I shipped my trade-in devices via USPS to your partner, Assurant, who handles trade-in credits. Unfortunately, USPS lost the package containing both phones before it reached Assurant.

Despite this being beyond my control and having proof of shipment, the situation remains unresolved after more than three months. Multiple Xfinity supervisors assured me not to worry and promised that the credits would be applied to my account. However, no action has been taken.

Customer Service Issues:

• Spent dozens of hours on phone calls with support
• Spoke with 5-6 different supervisors, each promising to call back, but none did
• Dealing with outsourced agents who lack authority to resolve the issue
• Experienced multiple service disconnections by agents
• No escalation path or resolution despite multiple attempts

This has been the worst customer service experience of my life. Your outsourced agents are unable to handle complex cases, and the escalation process is broken. I've followed all required procedures and maintained patience throughout this ordeal, but I'm now at a loss for how to proceed.

I am reaching out to you directly in hopes that you can help resolve this situation and ensure the promised trade-in credits are applied to my account.

Thank you for your attention to this matter.

Sincerely,
Amayak M

P.S. Reference number - [Edited: "Personal Information"]