New Poster
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5 Messages
So called Manager at Jessup, MD [Edited]
On March 16, I visited the store to complete account changes previously outlined by a phone representative. Instead, my account was altered without my authorization, and the issue remained unresolved. Consequently, I scheduled an appointment with [Edited: "Personal Information"] for March 17.
Despite arriving on time for my appointment, and be announced, I waited over 30 minutes while [Edited: "Personal Information"] visibly remained in the back of the store interacting with other employees. When he finally approached, he stated he "did not have time" to speak with me due to a "very important conference call." He told me I could either continue to wait indefinitely or go home and wait for a phone call. When I expressed that this was unacceptable for a long-standing customer, he responded that if he called and I did not answer, that was "on me."
This interaction was dismissive and inconsistent with the standards expected of a manager. His refusal to honor a scheduled appointment and his subsequent attitude reflect a significant disregard for customer experience. As a result, I have moved my services to Verizon FiOS, reducing my monthly bill by $70.
EG
Expert
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117.2K Messages
8 days ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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3.2K Messages
8 days ago
@Chip_h Hi there, thank you for taking the time to share this with us. We’re really sorry to hear about your experience, that’s definitely not the kind of interaction we want anyone to have, especially after you made the effort to schedule an appointment and show up on time.
We understand how frustrating it must have been to have your account changed without your authorization and then feel dismissed when trying to get it resolved in person. That’s not the experience we aim to provide, and we take feedback like this seriously.
We also completely understand your decision to move your services, especially after everything you went through. If you ever decide to give us another shot in the future, we’d truly appreciate the opportunity to turn things around and provide the level of service you should have received from the start.
Thank you again for bringing this to our attention, and we wish you all the best moving forward.
(edited)
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