Visitor
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3 Messages
Tom Karinshak, President and Chief Customer Experience Officer
Just wondering if your intended customer service experience is to force me to use your xfinity chat that WONT direct me where I need to go. Or bounce me around touch tone service without ever giving me an option to speak to a human. You've got the worst experience possible. I have chronic service interruption that lasts between 5 to 30 minutes and occurs between 1 and 3 times in a 24 hour period. None of your "troubleshooting" recognizes there's even an issue. Your assistance and your touchtone phone service refuses to advance my call to a person. On your Linkdin you list your specialties as follows.
Specialties:
Leadership and Team Development
Diversity and Inclusion
Journey Led Strategy Development
Technology and Tool Innovation
Customer and Employee Experience Focus
Customer Loyalty and Retention
Sales/Member Acquisition
Profit and Loss Responsibility
Execution Focused
International/Global Operations Leadership
Marketing Strategy
Legal and Regulatory Compliance
Outsourcing/3rd Party Vendor Management
Program/Project Management
I took the liberty to highlight the specialties you've shown abject failure in establishing as a company wide experience. Your faith in your inept AI chat bot and touchtone phone service is appalling. Even further you only give the options to tag a comment for customer compliments, but nothing for complaints. You're tone death and the level of frustration as a customer I've experienced in an attempt to try to resolve my issue is nothing short of infuriating. Metronet is being installed in my neighborhood as we speak. I dont care if it costs me double to use their service. The moment it becomes available in the coming months I will leave Xfinity and join them. I dont care the cost, the fees or what ever other hurdle you put in my way. Your lack of leadership has lead to a company wide systemic issue of poor customer service and care.
XfinityMarcus
Official Employee
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2.1K Messages
10 months ago
Irratatedandwithdrawn thank you for using the Xfinity Community Forums page to reach out today. I understand that you have experienced service interruptions, and we would be more than happy to assist. Can you elaborate a bit more on this service issue in particular as I am not seeing it specified whether this is tied to internet, video, voice or home service?
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user_1db8qe
Visitor
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1 Message
10 months ago
I have the same problem, five hours of not getting any results and not be able to advance to a live person.
Three separate customer service people, and still no results.
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user_0eu2qb
Visitor
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1 Message
9 months ago
You really need to have a way to contact a live agent and not just endlessly be promised that you can by an AI robot on your chat. Promises not kept creates an image of lying.
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user_ayqe0e
Visitor
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1 Message
8 months ago
Dear Xfinity Customer Support,
I am writing to formally express my concern and dissatisfaction regarding recent changes to my Xfinity Mobile account. Specifically, the promotional discounts that were previously applied to my account have been removed without prior notice or clear explanation. To make matters more frustrating, I have now been informed that in order to receive the equivalent credit, I must call Xfinity customer service each month.
This process is both inconvenient and unsustainable, and it does not reflect the level of service I expect as a loyal customer. I respectfully request that this issue be reviewed and resolved promptly. Ideally, the promotional credits should be reinstated automatically on my account without requiring monthly intervention on my part.
I appreciate your attention to this matter and look forward to a timely resolution.
Sincerely,
[EDIT personal information]
(edited)
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