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user_lujw5y
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Thursday, July 11th, 2024 11:15 PM

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The automated system is terrible

The automated system is terrible, putting me in an endless loop, trying to push me online and when I go online the chatbot keeps ignoring my requests and telling me to pick through preselected menu items.  I finally after 25 min and being hung up on twice had to call a different number I found on reddit, STILL deal with 5 more min of terrible automation, I was able to reach someone.  The LIVE person was great.  Answered my question in 2 min.  I get you save money by directing people to online tools, but sometimes let me talk to a person.

Question

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Updated 

3 months ago

92

3

XfinityJanelle

Official Employee

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1.5K Messages

10 months ago

Hi @user_lujw5y Thank you for reaching out on the Xfinity Community Forums. We appreciate your feedback and will be happy to pass it along regarding the automated system. If you need assistance with your account please let us know. We are here to help.

2

0

user_9ea1f1

Visitor

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9 Messages

Wouldn't be great if you were their to help?

I wouldn't know, thanks to your automated system.

Now I have no internet and no one is there surprise surprise.

Then we get thrown to India to talk to someone who does not speak English, is poorly trained and doesn't even know what a ping or tracert test is, just ask their Indian  supervisors.

(edited)

3 months ago

0

XfinityEricB

Official Employee

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2.1K Messages

 

user_9ea1f1 I would be happy to assist you with your service issue you mentioned. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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

3 months ago

0

Quantum_Streamer

Contributor

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24 Messages

8 months ago

The automated system is indeed terrible - it's like from ages ago when automated systems were first becoming available. It's also clearly purposefully designed to keep as many people as possible away from a human agent. I no longer can recommend Xfinity to others because the support function is so lacking.

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user_09293b

Visitor

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2 Messages

4 months ago

As a long term customer of Comcast/Xfinity, I totally agree with you.  I’m looking for another vendor, that actually has people handling customer issues instead of computers.

1

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XfinityDena

Official Employee

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3.2K Messages

@user_09293b I am sorry for how your experience has made you feel. You can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Is there something I may assist you with at this time? 

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

4 months ago

0

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