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

•

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 :)

6

U

user_i4qopy

6 Messages

3 months ago

once i got to the supervisor i was told days ago if the issue continued contact them.

I did i was guaranteed a resolution 2 days prior but when i got connected with this "supervisor"

ASHRAF

they tried to "sell" me a resolution

and when i told them i have the transcript from 2 days previous of what was stated by xfinity as guarantee .. they disconnected me

ENDED THE LIVE CHAT

with transcript download option.

GREAT job xfinity. i will be ending my service with you guys forever.

1

XfinityMarcus

Official Employee

•

1.4K Messages

user_i4qopy your frustration is understandable, and we want to assist you to get things resolved. Please allow us an opportunity to do so by sending over a direct message with your full name and complete service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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

Like

Reply

3 months ago

Customer Service

user_7ofy15

support chat complaints

XfinitySara

user_i4qopy

XfinityMarcus

New to the Community?