Visitor
•
26 Messages
Pedestal Repair Process
FYI to customers reporting damaged pedestals (and probably other exterior hardware issues):
Better yet, if you're reporting pedestals at other properties, skip the Xfinity Assistant and the Call Center (which are not competent to handle this request) and the website (which does not support this type of request).
Post your request on this Forum and wait for an invitation to send a direct message to a Forum agent, who can open the tickets and track the repairs to completion.
__________________________________________________________________________________________________
FYI to customers reporting damaged pedestals (and probably other exterior hardware issues):
www.xfinity.com/support/articles/xfinity-my-account-app-manage-appointments
An agent will open a ticket, which will be accessible, temporarily, through the Xfinity Assistant and the website.
The content of the ticket will not be visible to the submitter (it should be).
www.xfinity.com/support/articles/check-status-support-ticket
After a reviewing the ticket, a Special Request Order (SRO) will be opened.
The content of the SRO will not be visible to the submitter (it should be).
The system will not notify you that the SRO was opened and scheduled (it should).
The SRO will not be accessible through the Xfinity Assistant or the website (it should be), although an agent can find it.
The scheduled service call (not an appointment) will not be accessible through the Xfinity Assistant or the website (it should be).
The technician will not notify you prior to arrival or when they arrive (they should).
The system will not notify you when the job is completed and the SRO is closed (it should).
The system will notify you that the ticket was “completed successfully” (closed).
The ticket will no longer be accessible through the website (it should be), although Xfinity Assistant can still find it.
Because that is misleading, the ticket should remain open and accessible, until the SRO is completed successfully (closed).
Xfinity needs to set customer expectations for this type of support request by formally documenting this procedure on the website.
XfinityGabriel
Official Employee
•
3.4K Messages
4 months ago
@user_0810e9, Thanks for taking the time to lay all of this out so clearly and for describing the pedestal repair process. I can see how this workflow would feel confusing and misleading from a customer’s perspective. We appreciate you for pointing out the following:
I agree that this creates a disconnect and “completed” doesn’t reflect what customers reasonably expect, and clearer visibility and documentation would go a long way in setting expectations for exterior work like pedestal repairs. While I can’t change how the system functions today, feedback like this is important and helps highlight where transparency can improve. In the meantime, if you ever need confirmation on an SRO status or want someone to keep eyes on it, reaching out through social or support channels is still the best way. We can see those internal details even when they aren’t surfaced online. Appreciate you sharing this breakdown. It’s thoughtful, constructive, and valid.
3