Terrible customer service

Tried to upgrade phone. On Friday August 21st placed order got text order shipped got a watch I don't care about no phone. Called Monday spent 2 and half hours on phone agent said all good will receive phone 2 to 3 days. No phone. Called again Wednesday got run around spent 2 hours again on phone even got a ticket #. Assured phone will be sent called Friday again still not shipped tried to say it's my fault. This guy says trust me I am taking care of it. I am writing this while on hold 55 minutes and 26 seconds. Tried to bet guy $1000 it wouldn't be sent he didn't take bet. Still on hold by the way. Good thing I took my blood pressure meds. Still on hold. Ticket number [Edited: "Personal Information"]. New ticket number just got from agent who told me how educated I am. 1 hour 5 minutes. Told me will get phone in 7 to 10 days. Dollars to doughnuts it doesn't get here.

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XfinityFrank

Official Employee

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2.6K Messages

21 days ago

Hi there, @user_xkz61s. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with receiving your phone and getting support. This is not how things usually go. We would be happy to review the case and make sure this gets resolved.

Please send a direct message to us including your full name and complete street address.

Here's the detailed steps to direct message us:

1-Click "Sign In" if necessary.

2-Click the "Direct Messaging" icon.

3-Click the "Start new conversation" (pencil and paper) icon.

4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

7-Type your message in the text area near the bottom of the window.

8-Press Enter to send it.

How to: Direct messaging within the forum

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user_xkz61s

Visitor

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3 Messages

September 18th still no phone

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8 hours ago

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XfinityThomasA

Official Employee

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3.9K Messages

user_xkz61s - Oh no! We're sad to hear you're experiencing this issue, but you've come to the right place for help. Our team is happy to assist; however, to get started, we'll need you to send us a Direct Message. It looks like we haven't received a Direct Message from you since our last response. Once you send one, we'll be able to continue working with you and take a closer look at the issue. We look forward to assisting you! Please send us a Direct Message.

On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.

In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to: Direct messaging within the forum

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.
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8 hours ago

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user_xkz61s

Visitor

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3 Messages

8 hours ago

September 18th still no phone.

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Customer Service

user_xkz61s

Terrible customer service

XfinityFrank

user_xkz61s

XfinityThomasA

user_xkz61s

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