Visitor
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1 Message
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.
XfinityThomasC
Official Employee
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2.5K Messages
4 years ago
Hello @user_c6c18a and thank you! I really appreciate you being a member of the Comcast Family! This is not the experience we want for our new customers and would like to hear more details about this interaction for a coaching opportunity. Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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
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user_95c943
Visitor
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1 Message
4 years ago
I get it, I am so disappointed in Comcast!!! i signed up for a 1.2gb plan with 220 plus channels, i have been told twice they would fix it and they never have. I called again and they told me it is not available when i have a picture of it on their website and they would not do anything but downgrade my service to add the channels. POOR SUPPORT, they send me to a Mexico call center and supervisor wont even talk to me.
Terrible Terrible Service, I am definitely looking at other options.
This is after they charged me for 7 years for my mothers cable service that we canceled when she passed away, i never noticed because we always had comcast at our residence and it was on 2 different credit cards, they would do nothing about that either.
So dysfunctional, kept trying to get me to sign up for cell service while i am discussing canceling my service!!!! how dare them.
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