Visitor
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1 Message
Urgent Escalation - August 24 Appointment After Two Technician No-Shows
Dear Xfinity Customer Service,
I received a new installation appointment for August 24. However, simply scheduling another appointment does not resolve the issue or give me confidence that a technician will actually show up.
This will be my third scheduled installation appointment. On each of the previous two appointment days, I called Xfinity and was specifically told to continue waiting because the technician would arrive by 7:00 PM. I waited as instructed, and no technician ever arrived.
Today alone, I called Xfinity three times attempting to resolve this issue. I was also promised a callback from a supervisor, but no supervisor ever called me.
I work at a hospital and had to rearrange my schedule and take time off for both previous appointments. I cannot reasonably be expected to take another day off work without some assurance that Xfinity has actually escalated this case and taken steps to prevent a third no-show.
I am therefore requesting:
1. An earlier priority installation appointment, rather than waiting until August 24.
2. Confirmation that my appointment has been formally escalated and prioritized, with specific steps being taken to ensure a technician is assigned and arrives.
3. A case/escalation number for this complaint.
4. Appropriate compensation/account credit for both missed appointments and the resulting disruption.
5. Direct contact from a supervisor or manager with authority to resolve this issue.
Please do not simply reschedule the appointment again. I would like to know what Xfinity is doing differently this time to ensure that a technician actually shows up.
I would appreciate a prompt response and a concrete resolution.
Sincerely,
<Edited: Personal Information>
XfinityRay
Official Employee
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4.1K Messages
20 minutes ago
Hi there, @user_j1ac6e! I am sorry to hear that you were left waiting like that and the visit was not able to be completed. I understand that is frustrating, especially when you are taking the day off from work. We can research and find out why those visits were not kept and go from there to ensure the visit takes place. We can also check for any sooner visit times. We also offer the Xfinity Appointment Waitlist, https://www.xfinity.com/support/articles/appointment-waitlist, where you can request a sooner visit time.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….
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