Review

I went to the Only Xfinity store in my area. As soon as I walked in, the lady asked what was wrong, I said my phone. She asked what service I had, I replied Xfinity. She said I was at AT&T. I looked around confused, she again said, this was AT&T. I didn’t know what to say and went to leave. She cracked up laughing and said, no I’m just kidding, here go with this kid, he can help. First off, you have no idea what is going on in my life and on that day. I didn’t not appreciate you getting a laugh at my expense.

The kid again asked what was wrong. I said, my phone screen is broken. The screen is just a fading color, but it needs charged because it’s probably dead. He took the phone and started pressing the side buttons. I said again, the phone is probably dead. But he kept pressing buttons as if he was magically going to make it turn on.

After he asked what my phone number was to pull up the account. I gave to him, but I wasn’t an account manager. He stated that the account managers have to be here because there’s a bunch of security questions he has to confirm. I said that’s not possible because there’s account managers are in different states. He said they can add you by calling this number. I sent them the info and was able to get added. He saw my name and pulled me up…There were no security questions asked or confirmed, so I’m not sure if he was lying or what. He then took a piece of paper and said if I upgraded my phone plan, adding an extra $10 or so a month on the monthly payment, I could get $400 off a brand new phone. I looked at him and said what?? My phone works fine, just the screen is broken. He asked if I had insurance? I looked at him in confusion, you have my account pulled up, shouldn’t you have looked at that first instead of going into a sale?? Turns out I have insurance on my phone. He said that I can call this number and they can help. Ok, but I feel like we’ve already established my phone screen won’t allow me to do anything. He said someone else can call for me, or you have a tablet, you can go on the website and do it that way.

As I proceeded to try and do it on my tablet, another guy comes over and asked if everything was ok? I said I’m trying to do this insurance claim for my phone. But since you’re here, Can you look on the account and see why my tablet won’t send text messages? He took my tablet and proceeded to open half my messages from years ago. I said, these texts are very old and I don’t wish for them to be opened nor have you going though personal information. He then opened one and sent a “Test” text to someone I don’t wish to associate with. He looked at me and said, see that worked. I was done after that. I told him I specifically asked you not to open a message and send a message. He said I’m sorry, but it works. I took my stuff and walked out. Btw, I got a message back saying “failed to send”.

Out of the 3 people I encountered with at one store, no one heard a word I was saying, nor listened to my concerns. I will never go back to the only Xfinity store in my area. I don’t care if someone doesn’t know what they are doing but trying to help, but this store literally tells you you’re not at Xfinity, they never once asked if they could call on my behalf from my phone being broken, While my account was pulled up they never actually went though what coverage I had or issues but tried to get me to upgrade and pay more, they proceeded to go though personal messages, they sent a text when I asked them not to, and all I got was “have a good day” when I left.

I hope no one ever has the encounter I had at the Springfield IL store. I was so excited to get my phone fixed, but I will never go back and currently looking for a different provider who DOES care about customer service.