Visitor
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6 Messages
Unacceptable Customer Service
I am writing this on behalf of my elderly mother who has been having issues with her cable box cutting out. She called your company on Monday (1/5) to request that someone come out and service her box. This brings me to my concerns. First, in trying to talk through her problem, she was given misinformation about her plan and account that has impacted her service. Second, and more importantly, she was told a person would come out to her house to service her box this evening (1/7). No one came. Moreover, when she called Xfinity to inquire why no one came, she was told that an employee called her--this is not accurate. My mother took time off from her job for this appointment. I would like to know how you are going to rectify this situation. Shame on your company if this is not how you treat a loyal customer, particularly one who is elderly. Your communication needs to be clearer and more direct.
XfinityAlfonso
Official Employee
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2.3K Messages
1 day ago
Good evening user_b7a08b thank you so much for taking the time out of your day and reaching out on behalf of your mother. I can fully understand your frustrations, and we would love to help in any way possible. We do call and text customers prior to their appointments, to ensure that everything is still in a compromised state, or if things have cleared up or a visit is no longer needed. If we do not have contact with customers it can lead to appointments being cancelled if we can't remotely replicate or see the issues happening.
Xfinity- Prepare for a Service Visit
If you are an authorized user on your mother's account, we'd be glad to talk with you 1-1.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
You can also use our direct messaging link here once signed in: https://forums.xfinity.com/direct-messaging
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