2 Messages
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"]
XfinityKassie
Official Employee
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1.8K Messages
5 months ago
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
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user_36m18j
1 Message
4 months ago
Sounds pathetic. I hope Tom can help you.
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user_4r855g
Visitor
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1 Message
1 month ago
Dear Mr. [Edited: "Personal Information"] _ I have brought a formal complete again Xfinity with the BBB, in regards to the horrible service which I have received since having this services installed. I am going to file a lawsuit against for $4,300 for the loss wages from Mar 12-April 5, 2025. Your CSR are very . I feel as if I have been on a Rollercoaster.
In April, one of the CSR convinced me to get the mobile for which would lower my pill. Well unfortunately she was not told to disconnect my landline which she did and because of this error I missed 16 days of work which is $3000. I cannot work on a cellular phone. My phone bill is $1,0000 which no one believe I should be compensated for the money which is loss which is more than $1,000. I have had your quite frequently since installing this cable in October best the freezing of channels and the channel turning of by themself what else will happen next.
Mr. Thomas, I have loss $3000 worth of income due to being out of work for 16 days because of your CSR remark. I would appreciate it if you would credit my for the $1,000 weeks when I was unable to work due to the error created by your company's error. If this can not be resolved then I have not problem to report this to my Congressman Booker file a lawsuit against X-Finity in court and file for the the full $3300 legal plus al fees.
I have told your CSRs whom constantly drop the calls and transferring calls to wrong departments which no one knows how to handle calls. On April 25, 2025 finally the Mobile division where issue began will be closing officially the mobile that account this week 5/12. I would appreciate the credit of of $1,000 which is 1/3 of money which I loss by not having my landline. The company's employees, staff and managers don't have a clue how to provide great customer service or understand the issue the customer has. I spoke with Ms. Me F, today I cancelled a service appointment there was already someone who fixed the wiring 15 minutes before the other service guy came. She put a credit for $40 but how does this equal to the $1,000.
I would like to issue to be taken quickly as possible.
Thank you in advance for any assistance you might be able to provide me with.
Karyn [Edited: "Personal Information"]
[Edited: "Personal Information"] {Home)
[Edited: "Personal Information"] (CELL)
(edited)
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