Poor Customer Experience - Where to Escalate
Hi there -
I just started service this week with Xfinity moving to a new state. During the move, I was switched to a new unit and had to transfer my service. I completed my forms online, but was required to speak to a representative prior to the request being processed. The person that I had spoken with created a poor customer experience that has me very frustrated with Xfinity due to the lack of forums to provide feedback on customer service. I provided the woman feedback and probed as to why she was treating a customer in that way. She did not take it well. I asked if there is anyway to speak to anyone else and she was unable to transfer me to another representative, I asked if there is a way to speak to a supervisor and she said there is no way. Now online, I am struggling to find a way to provide the company feedback on an associate that is driving business away and creating this type of frustration. I havent utilized the service I have paid for just yet, but I am already inclined to swap providers because I am not confident that Xfinity is going to take care of me as a customer or care to retain my business.
My question is - how can I provide feedback on a customer service associate to avoid this from happening to another customer and to alert her leadership that they need to have a coaching conversation? I was told that the call was being recorded - this call took place on 7/14/21 at 13:10 MST.