Unacceptable Service Experience

Dear Xfinity Management,

I am writing to express my deep frustration and disappointment with the service I have recently experienced with Xfinity. As a paying customer, I expect a certain level of professionalism and support, which has been completely lacking throughout this ordeal.

The issues began when I purchased the NOW internet service. From the start, it was a disaster. The device wouldn’t connect with the app, preventing me from changing or modifying my WiFi password. This issue started at 4 AM, and I spent hours trying to resolve it with no success.

I contacted your chat support and spoke to seven different agents: Jatin, Pooja, Hiten, Kishan, Sunali, Raj, and Palak. Not a single one of them was able to assist me. Instead, I was repeatedly transferred, given generic responses, or abruptly disconnected. It was a maddening experience that made me feel unheard and unsupported.

Frustrated, I decided to cancel the service and went to your store located at 6010 W 86th St Suite 112, Indianapolis, IN 46278. Upon arrival, the situation worsened. There were 8 customers waiting, yet only two representatives were working the floor. After waiting for over an hour, I was assisted by Devon.

Devon was rude, unprofessional, and clearly untrained to handle my situation. He openly admitted that he was not in a good mood because he had been working all day. This was completely inappropriate and uncalled for. On top of that, he seemed confused about my account and had no idea how to resolve my issue.

This entire experience has been unacceptable from start to finish. Xfinity’s lack of organization, poor customer service, and inadequate training have made me question why I chose your service in the first place.

I hope this email highlights the serious shortcomings in your service and brings attention to the need for immediate improvement.

 

Thank you.