Recent experiences

I know it’s unpopular to begin with a bottom line statement, but here it is: I deeply regret switching from Verizon to Xfinity mobile.

The process to switch providers on the first phone  was absolutely awful. I don’t know that words can even describe the deep frustration of working with agents after the communication process forces you to move through the app for all services. 6 hrs of chat later and multiple calls over a week plus period to customer support and the replacement promo phone is finally eligible.

Fast forward 6 months and moving my husband’s phone number over to Xfinity. We were lucky this time, it was only a 3 days process and 4 hrs of chat time and 3 calls to customer support.

Next, phone broke on vacation-touchscreen completely unusable, as it was a carry over from

Verizon it was eligible for an upgrade. I upgraded to unlimited with the agent and used the $400 credit advertised for new and existing customers as well as the remaining credit on my account to order the new device. Thought we got lucky and were able to process the replacement phone once again through the app-agent Michael confirmed it was successful. However, given the past history of many, many, many issues with customer service and the lack of updates regarding the order-I went back through the app to confirm with an agent that it was successful as there was no update provided. Chat agent DEE confirmed that the order had processed successfully and I would be receiving the phone. After another day without an update-I chatted again once again through the app.

The agent claimed that an issue with the system caused a problem with the order. Instead of reaching out via email or even text, they let the order drop without communication. Instead requested we reprocess the order, which took about 45 minutes via chat. I asked about picking up in store due to the wait time and was told to call [Edited: Phone Number Removed] to check in store availability.

I spoke with Sam who was very nice, but had to reverify everything, and then after an hour of being placed on hold received the order confirmation which listed the wrong device as being replaced. During this time the call disconnected twice. The first time to his credit-Sam called back, said he would work on correcting the order and then placed me back on hold. The call dropped again, after no callback I called into customer support. This time I connected with Rose.

I asked whether it was possible to reconnect with Sam, because this was the 4th attempt to go through this process and she declined. I understand this is Xfinity protocol-but does make for very poor customer service. After going back through the initial verification I was placed on hold while she, “called the back office to verify a discount” (put me on hold and talked to a neighbor) she came back on the line and asked for more information to verify the account. I again asked if it was possible for her to review the past history on the account and she stated she only had access to her profile. This did beg the question of why then, I needed to be placed on hold so often if there was no other background information to review. After confirming device type, color, and storage information she put me on hold again. Finally, she came back on the line. Her offer differed from what every other agent had stated previously. Per Rose, I could pay in full for the replacement device selected or select a different device. The $400 credit for unlimited customers would not be honored. Though it is advertised on the website and in the mobile app. I asked again why a promotion honored by prior representatives and advertised so blatantly would not be applied here and got a repeat of the same information. No assistance, other than to change the order that I had spent 2 days waiting for and working toward already.

I want to say that Rose did a great job staying calm, and giving the information she was directed to give. My issue is not with her, or really the other agents at all. It is with the core service provided by Xfinity and the fact that to make any changes what so ever I have to spend hours checking and double checking on my service requests because they are not honored.

The lack of follow through by agents is astounding.

The company line of system issues causing orders to drop creates credibility issues for a communication service company.

It feel as though there is a distinct lack of care at the core of the customer support base.

I feel little to no loyalty to a company that drops orders, does not honor advertised discounts and thinks so little of the wellbeing of its customers especially in the first year of mobile service and after multiple years of internet service