Poor Xfinity CSR Communications

The recent loss of audio from several channels at the source (MeTV, H&I, etc.) for nearly a week across an estimated millions of Xfinity customers nationwide, and Xfinity’s inability to effectively communicate this content problem to its customer service representatives (CSRs) exposed an egregious lack of quality control for a company within a Comcast Fortune 50 conglomerate. Considering the high rates customers are charged for Xfinity’s service, customers should expect and receive premium consideration and access to knowledgeable CSRs. Two CSRs worked very hard to resolve my audio issue, not knowing that the problem was with the source content provider. They even went so far as to schedule tech visits to my home to solve the issue, which we now know was a significant waste of valuable and costly Xfinity resources, while mismanaging my customer expectations. This is all amounts to proof of an unacceptable quality of service, terrible workforce management and just plain bad business practices, all around. Xfinity needs to step up its game, or it will fail to survive the current disruptive era in consumer content distribution.