U

Visitor

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1 Message

Wed, Jul 14, 2021 7:31 PM

Closed

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.

Official Employee

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778 Messages

1 year 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

Visitor

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1 Message

1 year 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.

XfinityGina

Official Employee

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709 Messages

Oh yikes, @user_95c943, I'm sorry to hear that! We value the time you and your family have been with us and want to make sure that we turn this around.

 

We would be glad to review the account to ensure that we figure out what happened with the promotion you signed up for. To start, please send a direct message, using the following instructions: 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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