support chat complaints

Hi there,

I'm not asking for any action on my account, but I am writing to complain that your online support chat doesn't meet an acceptable standard.

I am a new broadband internet customer, and I've had at least 8 chat support experiences since my xfinity service started in September, most due to followups after my initial connection wasn't working, along with subsequent billing mistakes. Each time, chat agents promise resolution, but I have never had an issue resolved on the first attempt. I am always told that the issue is resolved, that I will see a change within x days or hours, and then it is not resolved until I attempt again.

It's also insulting that each agent attempts to sell me on products while I am trying to resolve a separate problem. It shows real contempt for customers.

I don't have any complaints about the current quality of my internet connection, but if I decide to leave Xfinity at the end of my contract, it will be because I am no longer willing to deal with your support system.

Thanks for your attention to this.

Responses

XfinitySara

Official Employee

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1.7K Messages

4 months ago

Thank you for visiting our Xfinity Community Forum, and for providing this feedback, @user_7ofy15. I'm sorry to hear how these experiences have left you feeling, and I really do appreciate your time providing those details. To confirm, are you speaking of using the Xfinity Assistant for support? We never want you to feel like leaving, especially due to negative chat experiences, and you've come to the right place if you need anything else! Our Digital Care Team is awesome to work with because we'll always do our best to review and resolve issues quickly. Feel free to post here, on these boards, should any other questions or concerns arise. And we'll be here to support you and your household in any way we can :)

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user_7ofy15

2 Messages

@XfinitySara that's right, I'm referring to using the assistant

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4 months ago

0

XfinitySara

Official Employee

•

1.7K Messages

Thank you again, @user_7ofy15. Please don't hesitate to create a new post if anything else comes up! Our team is the best at handling account, service, and/or billing inquiries whenever you need us.

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

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4 months ago

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user_i4qopy

6 Messages

@XfinitySara

How do i complain about a incompetent lying chat agent who purposely disconnected me to avoid addressing the mobile issue i was having .. their name is Qamar and should be fired i have the transcript.

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3 months ago

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user_i4qopy

6 Messages

to add on that complaint

*[Edited: Personal Information]* left the chat. 3:58

Agent lost connection. Please wait while we attempt to reconnect you.

Connection was not lost he told me to wait i will get that for you, lied and ive waited then he jumped ship

That was after i requested to speak with a supervisor regarding my situation. No problem leaves chat doesnt transfer me to a supervisor

seems to be a trend of the chat support , if they dont feel like helping you , they "disconnect" leave without your input or even disconnect my internet so i lose connection. Great service.

(edited)

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3 months ago

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user_i4qopy

6 Messages

Suraj said let me transfer you to my supervisor .. i asked how long because ive been chat for an hour waiting.

2-3 minutes. i waited longer , then i said 2-3 minutes its almost been 10