Poor Customer Service

The following is a quote from your website.

"It’s probably no surprise to hear that now, more than ever, more people are leaning on contact-less, digital options for quick and effective support and troubleshooting. This year alone more customers than ever used Xfinity Assistant to ask a question, troubleshoot an issue, or get help with their services. More than 80% of customers who used Xfinity Assistant had their questions answered without having to connect to a live agent. But, if for some reason Xfinity Assistant can’t resolve an issue, it will connect you with a live agent who can. This is just one of the many ways you can reach out to us for support. "

You say, more customers than ever used Xfinity Assistant to ask a question, troubleshoot an issue, or get help with their services. [Edit: Inflammatory]

I just spent an hour and a half dealing with absolute incompetence with your so called Customer Service Department. As usual I never got a resolution to my problems. I'm just trying to return some equipment to you but as simple as this sounds, because your company is so inept at doing things I never got any assistance.

This complaint is for Tom Karinshak. I'm pretty sure Tom will not respond to this because that's what Xfinity is best at, not doing anything to help the situation.

The only reason you aren't losing customers hand over fist is because of the fact there is no competition in this area. It's Comcast or nothing. That's called a Monopoly, and Comcast uses this to it's fullist.

Let's see how far this gets. I suspect not far at all, [Edit: Inflammatory]

So, not to my surprise, this doesn't work either. I've tried several times and everytime I hit Send I get an Error Message "Something went wrong Try refreshing the page. If the problem persists, try again later.".

Nice work Comcast, you can't even do that right.

Responses

XfinityPeterH

Official Employee

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1.8K Messages

11 months ago

@user_fbhh74 Thanks for your feedback and taking time to share your experience. You stated you need help with returning equipment that is as easy as taking it to any nearby UPS store or any of our Xfinity stores. Both our store and UPS will accept your equipment free of charge.

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user_at86fb

1 Message

11 months ago

I have just received the worst customer service from a company that I have ever experienced. Trying to talk to a person is a big run around, then I was lied to twice by two of the service representatives. My service was knock out by a truck passing by and hooking my service line ripping out of the supply box. I was told I was on priority list and would have service restored the same day, that didn't happen. I called back experiencing the run around again. Was told i would have a tech to my home the next day by 8am, that didn't happen. Then I called again, this time was able to kind of work around the run around. This rep told me that I had an appointment for Monday, which I did set because I told it was how I would get priority status. This person said there was no way to get anyone out to fix my problem sooner. So, my family and I spent two days with no Internet/TV service. There is definitely no sense of urgency since Xfinity is the only service provider in my area. Yep, zero competition and they operate accordingly. They get to you when they get to you. Very frustrated prisoner of Xfinity customer service. The only two positive things were the third rep told me the truth and the service tech did shoe up on time for the appointment, and was friendly and fix my problem quickly and duoble checked all my services were working properly.

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user_fbhh74

2 Messages

You stated that returning equipment is as easy as taking it to any nearby UPS store or any of our Xfinity stores. Both our store and UPS will accept your equipment free of charge. If it's so easy how come your employees don't understand it. First of all, we don't have any Comcast stores near me and second, Comcast insisted that I had to pay UPS shipping costs. I found out on my own that I could print out a shipping label for free and that I could drop it off at Staples. Why is it that no one from Comcast could tell me this?

You also state that Official Employees are from multiple teams within Xfinity. This is not true. Teams are made up of people working together to solve a problem. You may say you have teams but they certainly don't work together. You don't let employees email each other or for that matter call each other to try to solve customer issues. I keep hearing from Comcast that "We can't make outside calls".

I pay almost $300 a month for Cable, Internet and Phones. You would think that someone could answer simple questions but why then is it that every time I call I can expect to be on the phone for a minimum of one hour. I've had the same problem for several years and no one can fix it. I stopped asking for help because it's unhealthy for me to keep calling Comcast, spend hours on the phone, and still not get anything resolved. My TV screen often displays ghosting of colors which makes it impossible to watch. I have tried to resolve this many times but as usual Comcast is not willing to do their job and solve the problem.

So call me stupid, but I don't understand how a billion dollar company thinks it's good customer service to put us through a ridiculous phone menu system that most of the time has no option for the issue that I'm calling about which means I can never get through to the right department.

So it's safe to assume Tom Karinshak will not respond to my questions which means I'll continue to
pay for services that I don't get.

11 months ago

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XfinityPeterH

Official Employee

•

1.8K Messages

@user_fbhh74 UPS is a free service that you will not have to pay for. You don't even have to box up anything you simply walk into the UPS store tell them the equipment needs to be shipped back to us and they take care of everything. You can find out more here: How to return your Xfinity equipment

We have many other options besides just calling in such as how we are communicating that way you don't have to spend a dedicated amount of time on the phone. We are happy to help you with troubleshooting your services. Are all your TV's having this ghosting of colors and what troubleshooting steps have you completed?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

11 months ago

0

Customer Service

user_fbhh74

Poor Customer Service

XfinityPeterH

user_at86fb

user_fbhh74

XfinityPeterH

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