BadExperience's profile

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Thu, Jan 7, 2021 8:00 PM

Terrible Customer Service

"Putting the Customer at the Center of Everything We Do

We are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short."

 

Statement above from Comcast (Xfinity) Website. Unfortuntely, they do not follow this. My time was not resected, experience was awful, and they failed to make things right.

 

Today, I was offered a pretty deal upgraded speed with some basic channels by a chat agent. I was ready to take the deal but had one last question which was to ensure that the basic channels (xfinity stream) would work on my Apple TV. I asked multiple times. Each time agent gauranteed it. Then I went on official xfinitiy website and found a link that says Apple TV does not support xfinity stream.  Soon after, my Wi-Fi was disconnected in my whole house.  I believe this was a forced disconnection from the agent.  So I decided to call xfinity by phone. Agent 1 would not honor initial offer. I asked for supervisor, and agent obliged. But all he did was send me to another Agent 2. Agent2 did not honor offer. I asked for supervisor. Agent put me on hold and then hung up. Agent2 actually asked for my phone number at the start of our conversation to ensure they would call me back in case of a disconnection.  No Phone Call back. Sigh.   Dissapointed and I strongly belief the cannot honor their customer service statement.

Responses

Official Employee

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371 Messages

5 m ago

Thanks so much for taking the time to reach out to us regarding your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I am so sorry to hear that you have had this experience as this is not how we work at all.  We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message (steps for this process can be found through this link

https://comca.st/2NlXNBq) with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/2XXi7v2;
I am an Official Comcast Employee.
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